e-Service Symposium 2006

2006-10-11

McElhone, Paul, Ingles, Chris, Gellatly, Ian, Lawman, Andrew, Clark, Colin

Panel discussion. Presentation by Dr. Gellatly will offer general insights into what the “HR crisis” might mean for a variety of people-management practices within service-oriented companies. Specific topics will include “HR crisis” effects on selection, training, compensation, performance...

2006-10-10

Stroulia, Eleini, Bergen, Mark, Messinger, Paul

We propose a framework for eService that highlights the challenges of combining human and automated inputs. Because service processes involve co-generating value with consumers, our model intermeshes what the consumer does with what the business does. We accordingly link the stages of the service...

2006-10-11

Mudryk, Dennis, Thomas, Dominic, Williams, Amanda

Three papers: 1. The Alberta SuperNet: What Does it Mean to Rural Business Communities? PRESENTER: Amanda Williams, University of Calgary. COAUTHORS: Prof. Cooper H Langford; Dr. Stelvia Matos. 2.The Role of Community in the Evaluation Phase of Innovation Adoption Process: The Case of Rural Urban...

2006-10-10

Tansey, Brendan, Sougstad, Ryan

Two Papers: 1. \"ROI estimation for Service Oriented Computing\". Presenter: Brendan Tansey, University of Alberta,Co-author: Eleni Stroulia, University of Alberta. 2. Value-at-Risk in Systems and Technology Investments: A Framework for Managing Project Portfolio Uncertainties. Presenter: Ryan...

2006-10-11

Finn, Adam, Patterson, Raymond

Two papers: 1.e-Service Quality Dimensions and the Importance of Customer Delight. Presenter: Adam Finn, University of Alberta. 2. Differentiating the Service Firm: e-CRM and Healthcare. Presenter: Raymond A. Patterson, University of Alberta. Co-authors: L.C. Burr, Eric Rolland, and Keith F. Ward...

2006-10-11

Hernandez, Tony, Murray, Kyle, Haubl, Gerald

Three papers: 1. The Impact of Personalization on Learning Curves and Customer Choice. PRESENTER: Kyle B. Murray, Ivey Business School. COAUTHORS: Gerald Häubl, University of Alberta, Eric Johnson, Columbia University. 2. Multi-channel retailing and shopping centre dynamics: Evidence from the...

2006-10-11

Li, Jin, Saber, Jane

Two Papers: 1. Determinants of Permission Email Effectiveness. Presenter: Jin Li, University of Alberta. Co-author: Paul R. Messinger, University of Alberta. 2. Changes in Service Delivery in Residential Real Estate. Presenter: Jane Saber, University of Texas, Tyler. Co-author: Paul R. Messinger,...

2006-10-10

Goldfab, Avi, Bergen, Mark, Dewan, Tarun

Three papaers: 1. Electronic Commerce and Local Competition PRESENTER : Avi Goldfarb, Rotman School of Business, University of Toronto.COAUTHORS: Chris Forman, Tepper School of Business, Carnegie Mellon University.Anindya Ghose, Stern School of Business, New York University. 2. A Model of Pricing...

2006-10-10

Ray, Sourav, Pujari, Devashish, Popkowski Leszczyc, Peter

Three papers: 1.Determinants of winner’s curse in web-based auctions: An empirical study. Presenter: Devashish Pujari, DeGroote School of Business, McMaster University; Co-authors: Sourav Ray, DeGroote School of Business, McMaster University;Michael Baum, University of Bradford 2. How Much to...