PLACE DE BROUCKÈRE-PLEIN - 31 - 1000 BRUSSELS - BELGIUM - Tel: 32 2 2266660 - Fax: 32 2 5121929
4TH RESEARCH CONFERENCE ON RELATIONSHIP MARKETING AND CRM
Chairpersons :
Professor Christian GRÖNROOS
Professor of Service and Relationship Marketing
(Swedish School of Economics and Business Administration, Finland)
Professor Adrian PAYNE
Professor of Marketing
(University of New South Wales, Australia and Cranfield School of Management, U.K.)
Professor Helge LÖBLER
Professor of Marketing
(University of Leipzig, Germany)
Brussels, Belgium, November 28-29, 2007
.
PROGRAMME
Wednesday, November 28, 2007
Registration
08:30 – 09:00
Introduction
09:00 – 09:40
AUDI 1 – 1ST FLOOR
Plenary paper (A):
Adrian Payne; P. Frow; K. Storbacka:
Relationship and the Service Dominant Logic
09:40 – 10:10
AUDI 1 – 1ST FLOOR
TRACK A: Customer Relationship Management
SEMINAR ROOM – 1ST FLOOR
TRACK B: Relationships, Outcomes and Measurements
1
CHEN CHIENLIN, (BIRMINGHAM UNIVERSITY - U.K.) - LOUISE CANNING,
5
10:10 – 10:40
MOEDRITSCHER GERNOT, (KLAGENFURT UNIVERSITY - AUSTRIA) -
SHEENA LEEK
GRABNER-KRÄUTER, S. MUSSNIG, W. WAIGUNY, M.
THE CONNECTION BETWEEN CUSTOMER RELATIONSHIP MANAGEMENT STRATEGY AND
SIMULATION-BASED EVALUATION OF CUSTOMER RELATIONSHIP PROJECTS
CUSTOMER LIFETIME VALUE
2
GAO TONY, (NORTHEASTERN UNIVERSITY - U.S.A.) - M. JOSEPH SIRGY
6
10:40 - 11:10
ORGANIZATIONAL BUYERS’ VALUE PERCEPTION IN UNCERTAIN PURCHASING SITUATIONS – A
PROGNOSIS BASED ON CUSTOMER SEGMENTS TO IMPROVE THE ESTIMATION OF
CUSTOMER LIFETIME VALUE
RELATIONSHIP MARKETING PERSPECTIVE
Coffee Break (2nd Floor)
11:10 – 11:30
3
MINAMI CHIEKO, (KOBE UNIVERSITY - JAPAN) -
WAIGUNY MARTIN, (KLAGENFURT UNIVERSITY - AUSTRIA) - ANITA
TOSCHKOV - WERNER MUSSNIG - GERNOT MOEDRITSCHER
Coffee Break (2nd Floor)
7
11:30 – 12:00
JÄRVENSIVU PAAVO, (HELSINKI SCHOOL OF ECONOMICS - FINLAND) -
DEVELOPING THE CRM PROCESS FOR MANUFACTURERS: CASE STUDY OF AN ELECTRIC
TIMO JÄRVENSIVU
APPLIANCE COMPANY CALL CENTER
CONSTRUCTING THE NATURE OF CUSTOMER RELATIONSHIPS THROUGH TOP
MANAGEMENT MARKETING PRACTICE
4
8
ROCHETTE CORINNE, (CLERMONT I AUVERGNE UNIVERSITY - FRANCE) -
LOMBARDI SABRINA, (UNIVERSITA' DEGLI STUDI DELLA REPUBBLICA DI
CUSTOMER ORIENTATION AND RELATIONSHIP MARKETING AN UNFINISHED CONVERGENCE
12:00 – 12:30
SAN MARINO - ITALY) - MICHELE GORGOGLIONE- COSIMO PALMISANO
THE EFFECT OF CONTEXTUAL INFORMATION ON THE COST OF INCORRECT PREDICTIONS
IN ON LINE CUSTOMER BEHAVIOUR MODELLING
Lunch at the NH Hotel
12:30 - 14:00
AUDI 1 – 1ST FLOOR
Plenary paper (B):
14:00 – 14:30
Christian Grönroos:
Promises Management in Relationship Marketing
AUDI 1 – 1ST FLOOR
TRACK C: Relationship Marketing – Key Themes and New Perspectives
SEMINAR ROOM – 1ST FLOOR
9
15
SINISALO JAAKKO, (OULU UNIVERSITY - FINLAND) -
TRACK D: Relationship, Outcomes and Sustainability
14:30 – 15:00
TRACING THE DEVELOPMENT OF CUSTOMER RELATIONSHIP MANAGEMENT LITERATURE
SERDAROGLU MURAT, (PADERBORN UNIVERSITY - GERMANY) ANTECEDENTS AND PERFORMANCE OUTCOMES OF SFA USAGE: A TASK-BASED
APPROACH
10
SKYTTE HANS, (AARHUS SCHOOL OF BUSINESS - DENMARK) -
16
15:00 – 15:30
A CONSTRUCTIVIST APPROACH TO RELATIONSHIP MARKETING
STEVENS ERIC, (ESCEM SCHOOL OF BUSINESS AND MANAGEMENT FRANCE) - SERGIOS DIMITRIADIS
ANTECEDENTS OF THE RELATIONSHIP QUALITY IN THE BANK AND INSURANCE SECTOR:
PROPOSAL OF A CROSS-COUNTRY MEASUREMENT SCALE.
Coffee Break (2nd Floor)
15:30 – 15:50
11
TAN ADRIAN, (TECHNICAL UNIVERSITY OF DENMARK - DENMARK) WHEN PRODUCT LIFE CYCLE MEETS CUSTOMER ACTIVITY CYCLE
Coffee Break (2nd Floor)
17
15:50 – 16:20
BASCOUL GANAEL, (ESCP-EAP - EUROPEAN SCHOOL OF MANAGEMENT FRANCE) A SUSTAINABLE CUSTOMER RELATIONSHIP IN THE AGE OF SUSTAINABLE DEVELOPMENT
12
MEHTALA MARI, (OULU UNIVERSITY - FINLAND) - JOHANNA STILL
18
16:20 – 16:50
A CROSS-FUNCTIONAL PROCESS FRAMEWORK FOR CUSTOMER KNOWLEDGE MANAGEMENT
GAO TONY, (NORTHEASTERN UNIVERSITY - U.S.A.) - GORDON LEICHTER
RELATIONSHIP MARKETING AND DIFFUSION OF DISCONTINUOUS INNOVATIONS AMONG
INDUSTRIAL BUYERS
Break
16:50 – 17:00
13
PICKERING PAUL, (AUCKLAND UNIVERSITY OF TECHNOLOGY - NEW ZEALAND) -
19
17:00 – 17:30
ROSE ELLEN, (MASSEY UNIVERSITY - NEW ZEALAND) - YIYI TANG
PLOTTING THE RELATIONSHIP APPROACH OF THE MICRO-ENTERPRISE INTERNATIONAL: A
COMPLEMENTARY CAPABILITIES FOR SUSTAINABLE RELATIONSHIP MARKETING: A
SEPARATION OF GOVERNANCE FORM AND RELATIONAL MODE.
RESOURCE-BASED VIEW OF IT, PRIVACY PROTECTION AND ORGANISA
14
SANDELL MICHAELA, (VAEXJOE UNIVERSITY - SWEDEN) - STEFAN LAGROSEN
20
17:30 – 18:00
RELATIONSHIP MARKETING IN THE FITNESS FIELD – A BOURDIEU-INSPIRED STUDY
CHANG CHIA-CHI, (NATIONAL CHIAO TUNG UNIVERSITY - TAIWAN) - ICHIANG HUANG; HUI-YUN CHEN
THE EFFECTS OF CUSTOMER PARTICIPATION AND PROVISION OF DESIGN EXAMPLES ON
CUSTOMER SATISFACTION
Informal Drink
(EIASM 2nd Floor)
18:00 – 18:30
Thursday, November 29, 2007
AUDI 1 – 1ST FLOOR
Plenary paper (C):
09:00 – 09:30
Helge Löbler:
The Co-Creation of Meaning
AUDI 1 – 1ST FLOOR
TRACK E: Relationships, Interaction, Networks and Organizations
SEMINAR ROOM – 1ST FLOOR
TRACK F: Relationships and (Co-)Creation of Value
21
CHANG CHIA-CHI, (NATIONAL CHIAO TUNG UNIVERSITY - TAIWAN) - HUI-YUN
27
09:30 – 10:00
GAO TONY, (NORTHEASTERN UNIVERSITY - U.S.A.) - YANLING ZHANG
CHEN
USING AN INNOVATIVE METHOD TO HOLISTICALLY MEASURE THE EFFECTIVENESS OF
THE EFFECTS OF DIFFERENT CUES ON CUSTOMER RESPONSES TO WEB-BASED
INTERNET SEARCH SERVICES IN RETAILER WEBSITES: THE CASE
CUSTOMIZATION ACROSS DIFFERENT PRODUCT CATEGORIES
22
CHRISTOPHER MARTIN, (CRANFIELD UNIVERSITY / CRANFIELD SCHOOL OF
28
10:00 – 10:30
MELE CRISTINA, (NAPLES FEDERICO II UNIVERSITY - ITALY) RELATIONSHIPS AND VALUE CO-CREATION IN A PROJECT'S NETWORK
MANAGEMENT - U.K.) - MARTIN CHRISTOPHER & BARBARA GAUDENZI
EXPLOITING NETWORK RELATIONSHIPS THROUGH REPUTATION MANAGEMENT
Coffee Break (2nd Floor)
10:30 – 11:00
23
LANG DANIEL, (INSTITUT NATIONAL DES TÉLÉCOMMUNICATIONS - FRANCE) -
Coffee Break (2nd Floor)
29
11:00 – 11:30
VAN BERTEN, ERMINE
RAVALD ANNIKA, (HANKEN SWEDISH SCHOOL OF ECONOMICS - FINLAND) THE SALIENT ROLE OF THE CUSTOMER IN VALUE CREATION
HOW CRM IS GOING TO CHANGE THE DISTRIBUTION SECTOR IN FRANCE
30
24
RYAN ANNMARIE, (LANCASTER UNIVERSITY / MANAGEMENT SCHOOL - U.K.) -
11:30 – 12:00
VAN GOOLEN ROBRECHT, (KUL - LEUVEN CATHOLIC UNIVERSITY -
LISA O'MALLEY
BELGIUM) - PIERRE FRANÇOIS
DELINEATING MARKETING RELATIONSHIPS BY THE NATURE AND SCOPE OF ORGANISATIONAL
ESTIMATING THE IMPACT OF LOYALTY DRIVERS FOR TRANSACTIONAL AND RELATIONAL
AND RELATIONAL LEVEL LEARNING
CUSTOMERS
Lunch at the NH Hotel
12:00 – 13:30
25
13:30 – 14:00
31
STENGER THOMAS, ( - FRANCE) -
IVARSSON LARS, (KARLSTAD UNIVERSITY – SWEDEN) – PATRIK LARSSON
AN ONLINE SHOPPING RELATIONSHIP :
CUSTOMER-EMPLOYEE RAPPORT IN SERVICE RELATIONSHIPS
BUYER-SELLER INTERACTIONS FOR AN INTERNET COMPANY SELLING WINE
– IT TAKES TWO TO TANGO
26
FARAONE MARIA FRANCESCA, (BARI POLYTECHNIC UNIVERSITY - ITALY) -
32
14:00 – 14:30
ISLAM QUAMRUL, (KINGSTON UNIVERSITY / KINGSTON BUSINESS SCHOOL -
MICHELE GORGOGLIONE, COSIMO PALMISANO
U.K.) - DECISION-MAKING, PERFORMANCE MEASUREMENT, BILATERAL GO
IMPROVING CUSTOMERS' SEGMENTATION USING CONTEXTUAL PROFILES
‘PERFORMANCE MEASURES AND RELATIONSHIP DEVELOPMENT IN A BILATERAL
GOVERNANCE STRUCTURE’
AUDI 1 – 1ST FLOOR
Plenary Session: Conclusions and Lessons Learned
14:30 – 15:00