Submission

The technical programme of the Conference contains regular research papers, case-studies, tutorials and panel discussions. We invite submissions under all these 4 categories. There is also a Service Innovation Challenge open to teams of students.

Submissions to the research track should present original results and describe substantial new work. (Research track submissions can be up to 8 pages in length in IEEE format). We will not accept any paper which, at the time of submission, is under review for, or has already been published or accepted for publication in a journal or another conference.

Case studies related to service innovation, the role of technology in enhancing service delivery, and innovative adoption of technology for offering new services will also be considered for presentation and publication. These case studies would also need to follow the template given. They will be judged on their clarity of description of a service experience, and its potential for generating research and innovative ideas from conference participants.

To encourage the authors to submit their papers in well-established journals, we will not be publishing the accepted papers in full. We will only electronically publish extended abstracts. We are very happy to inform the authors that selected papers from this conference will be invited to submit to Managing Service Quality: An International Journal or Journal of Service Management.

We invite proposals for tutorials of duration 1.5 or 3 hours from active researchers and experienced tutors. Ideally, a tutorial will cover the state-of-the-art research, development and applications in one or more areas relating to the theme of the conference, and stimulate and facilitate future work. Accepted tutorials will receive one free registration to the conference. Tutorial proposals must include an abstract, an outline, a description of the target audience, a preferred duration, and a short biography of the presenters.  Proposals should be, roughly, two-to four-pages long and should include enough information to provide a clear sense of the proposed scope and depth of coverage of the targeted topics. If a proposed tutorial has been presented elsewhere, the proposal should indicate the venue, number of attendees, and a pointer to the slides of the earlier presentation(s), and specify what, if anything, would be different at ICSEM 2010.

Panel proposals should address critical issues relating to the theme of the conference that are likely to have impact on the field and lead to exciting discussions and debates. We encourage panels that involve industry, academic and government participants. For illustrative propose some examples of welcome topics include: cultural issues in services from and to emerging markets, inhibitors in providing good services to poor, etc. Of course, this is not a restrictive list. Panel proposals should be no more than four pages long and should include the following: Title of the panel; The topic and issues to be discussed in the panel; Name, affiliation, and contact information for the panel organiser; Names and affiliations of up to four panellists (in addition to the panel organiser) who have made a commitment to participate; List of 10 questions that the panel organiser will ask the panellists; Brief biography of each participant. 

The topics of the conference include, but are not limited to:

Service Science Foundations:

• Service Management, Operations & Marketing
• Service Design, Engineering and Systems
• Service Planning and Execution
• Service Economics
• Service Delivery Platforms and Architectures
• Applications of OR, Control, Performance Analysis & Machine Learning

Vertical Application areas:
Healthcare, Education, Telecom, Tourism, Homeland Security, IT Services, Banking and Micro-finance

Horizontal Application areas:

• Services for BOP
• Mobile Technologies for Service Delivery
• Service Knowledge Management and Experience Management in Service Delivery
• Automation of Service Delivery Processes
• Contact Centre Technologies
• Disaster Recovery and Resiliency in Service Delivery
• Cloud Technologies for Services

Submission Procedure: Click here for submission of research papers, case-studies, entries in the innovation challenge and tutorials. Please mail your panel proposals to Sudip Gupta (firstname_lastname at isb dot edu).