International Academy of Service Research and Education (IASRE)

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1 International Academy of Service Research and Education (IASRE) Organizing Institutions Service Research Center - CTF, Karlstad University Bo Edvardsson, Professor/Director SE KARLSTAD, Sweden Tel: Int , Fax: Int Bo.Edvardsson@kau.se Center for Services Leadership College of Business Arizona State University Stephen W. Brown, Edward M. Carson Chair of Services Marketing and Management, Professor and Director and Mary Jo Bitner, AT&T Professor of Services Marketing and Management Tempe, AZ , USA Tel: Int , Fax: Int stephen.brown@asu.edu maryjo.bitner@asu.edu Swedish School of Economics and Business Administration Christian Grönroos, Professor/Chairman Arkadiagatan HELSINKI, Finland Tel: Int , Fax: Int Christian.Gronroos@shh.fi Lars-Johan Lindqvist, Professor/Associate Dean Swedish School of Economics and Business Administration PB 287, VASA, Finland Tel: Int , Fax: Int lars-johan.lindqvist@hanken.fi Warwick Business School, University of Warwick Robert Johnston, Professor Coventry CV4 7AL, UK Tel: Int , Fax: Int bob.johnston@warwick.ac.uk

Carson Chair of Services Marketing and Management, Professor and Director and Mary Jo Bitner, AT&T Professor of Services Marketing and Management Tempe, AZ 85287-4106, USA Tel: Int +1 480 965-6201,

2 Participating Institutions Texas A&M University, Department of Marketing Lowry Mays College & Graduate School of Business Leonard Berry, Professor College Station, TX , USA Tel: Int , Fax: Int University of Auckland Department of Marketing & International Business Roderick J. Brodie, Professor Auckland, New Zealand Tel: Int x7523, Fax: Int Université de Droit, D'Economie et des d'aix-marseille Instititut d'administration des Enterprises (IAE) Pierre Eiglier, Professor Clos Guiot, Puyricard, France Tel: Int , Fax: Int School of Business, Stockholm University Evert Gummesson, Professor and Research Director SE STOCKHOLM, Sweden Tel: Int or , Fax Int eg@fek.su.se Maastricht University Faculty of Economics and Business Administration Department of Marketing and Market Research Jos Lemmink, Professor P O Box 616 NL-6200 MD Maastricht, The Netherlands Tel: Int / 3839, Fax: Int j.lemmink@mw.unimaas.nl Maastricht University Marketing Department Hans Kasper, Professor P O Box 616 NL-6200 MD Maastricht, The Netherlands Tel: Int , Fax: Int jdp.kasper@mw.unimaas.nl

Brodie, Professor Auckland, New Zealand Tel: Int +64-9-737-999 x7523, Fax: Int +64-9-373-7444 E-mail: r.brodie@auckland.ac.

3 Tama University Takao Kondo, Professor 4-1-1, Hijiriga-Oka Tama-Shi Tokyo 206, Japan Tel: Int , Fax: Int UMIST, Manchester School of Management Barbara R. Lewis, Professor PO Box 88 Manchester M60 1QD, United Kingdom Tel: Int , Fax: Int Ludwig-Maximilians-Universität München Institute of Marketing, Faculty of Business Administration Anton Meyer, Professor Ludwigstrasse 28/RG D München, Germany Tel: Int , Fax: Int Cranfield University Cranfield School of Management Adrian Payne, Professor/Director Cranfield, Bedford MK43 0AL, UK Tel: Int , Fax: Int University of Maryland Robert H. Smith School of Business Roland Rust, Professor/Director Van Munching Hall College Park, MD 20742, USA Tel: Int , Fax Int Katholische Universität Eichstätt Faculty of Business Administration Ingolstadt Bernd Stauss, Professor Auf der Schanz 49 D Ingolstadt, Germany Tel: Int , Fax: Int

uk Ludwig-Maximilians-Universität München Institute of Marketing, Faculty of Business Administration Anton Meyer, Professor Ludwigstrasse 28/RG D-80539 München, Germany Tel: Int +49 89 2180 3321,

4 University of Auckland Department of Marketing Peter Danaher, Professor Private Bag Auckland, New Zealand Tel: Int ext 8277, Fax: Int De Vlerick School voor Management The Service Management Center University of Ghent Bart Van Looy Bellevue 6 B-9050 Gent-Ledeberg, Belgium Tel: Int , Fax: Int bart.vanlooy@rug.ac.be EDIFICIO EGADE-ITESM Javier Reynoso, Professor Ave. Fundadores y Rufino Tamayo Col. Valle Oriente San Pedro Garza Garcia, C.P Monterrey, NL., Mexico jreynoso@itesm.mx The Services Business Markets Research Centre Harrow Business School, University of Westminster Katherine Tyler Northwick Park, Watford Road Harrow HA1 3TP, UK Tel: Int , Fax: Int servbus@wmin.ac.uk Faculty of Business, University of Victoria Stephen S. Tax P O Box 1700 STN CSC Victoria, B.C., Canada V8W 242 Tel: Int +1 (250) , Fax: Int +1 (250) stax@business.uvic.ca Indian Institute of Management Amit Gupta, Assistant Professor Rajendra Nagar, Indore (M.P.), India Tel: Int , , , Fax: Int amitg@iimb.ernet.in IIM Indore Web Site:

E-mail: bart.vanlooy@rug.ac.be EDIFICIO EGADE-ITESM Javier Reynoso, Professor Ave. Fundadores y Rufino Tamayo Col. Valle Oriente San Pedro Garza Garcia, C.P. 66269 Monterrey, NL.

5 Service Industry Research Centre & Tourism, Leisure, Hotel and Sport Management Griffith University Professor Chris Guilding PMG 50, Gold Coast Mail Centre Southport Queensland 9726, Australia Tel: Int , Fax Int c.guilding@griffith.edu.au Website:

Mail Centre Southport Queensland 9726, Australia Tel: Int +61 7 5552 8790, Fax

Keynote speakers. Prof. Stephen L. Vargo, University of Hawai I, USA. Dr. James Spohrer, Director, Global University Programs at IBM, USA

Keynote speakers. Prof. Stephen L. Vargo, University of Hawai I, USA. Dr. James Spohrer, Director, Global University Programs at IBM, USA Keynote speakers Prof. Stephen L. Vargo, University of Hawai I, USA Stephen L. Vargo is a Shidler Distinguished Professor and Professor of Marketing at the University of Hawaii atmanoa. His primary research