Colloquium

The main conference will take place at the Henley Business School, Greenlands site from September 27th to September 29th, 2010.

On Thursday 30th September, the day following the ICRM conference, we will also be holding the 5th annual practitioner conference for the Henley Centre for Customer Management. Delegates to this conference will be able to hear from some of our distinguished academic visitors as well as from a number of senior business men who will share their experiences.

STOP PRESS
The editors of the Journal of Retailing, James Brown and Rajiv Dant, are both attending the colloquium and will be selecting the best papers from the 2010 colloquium for publication in a special section of the Journal of Retailing. The Journal of Retailing is ranked as the No. 1 Marketing Journal and also holds the highest Impact Factor of 4.09, which indicates how well articles in the journal are received by other researchers who themselves publish.

Detailed Agenda

Monday, September 27th, 2010                            Doctoral Colloquium
Location: River House Upper, Greenlands, Henley Business School
Time Program of Events
09:00-09:30
Welcome and Opening Address“Research and publishing in a business school” Professor Moira Clark
Director of Enterprise and Applied Research, Henley School of Management
Professor Alan Rugman
Director of Research, Henley School of Management 

 

09:30-10:00
“Getting your research published:
Inside tips from the editors of the Journal of Retailing”

  • Making a Significant Contribution
  • Developing a Sound Theoretical Framework
  • Ensuring Methodological Rigor
  • Putting It All Together
Professor Rajiv Dant
University of Oklahoma
Professor Jim Brown
West Virginia University 

 

10:00-10:15
Set up Poster Presentations  

 

10:15-13:00
Doctoral Poster Presentations (Coffee and refreshments will also be available)  
a)     An examination of interpersonal relationships between the service provider and the customer in service provision: A preliminary study.  Lei Guo:
University of Exeter Business School
 
b)     City centre as experienced relationships: empirical evidence from the citizens of a town centre  Maija Rokman:
University of Tampere
 
c)     The effects of service climate on frontline employees’ work engagement processes Rangsiparn (Cherry) Wongworawit:
Henley Business School 
d)     A model for retailer-vendor strategic partnerships: development and empirical investigation Donna Smith:
Henley Business School
e)     The effect of voice manipulation on characterizing the person behind the voice  Johannes Raschpichler:
University of Leipzig
f)      Understanding the experience of the bride and the groom: Establishing leadership in the wedding industry  Kerstin Lemke:
Marshall Goldsmith School of Management
g)     Exploring the motives of active participation in firm-hosted brand communities: A means-end approach  Melanie Shapiro:
Henley Business School
 
h)     All’s well that ends well: cognitive customer processes in the post-dissolution phase  Katja Sillen
Maastricht University
 

 

13:00-14:00
Buffet Lunch in River House Atrium   

 

14:00-14:30
“Discovering, losing and rediscovering your research question”

  • The early flush of discovery
  •  The panic of loss
  •  The amazement of rediscovery
Associate Professor David Ballantyne
University of Otago, New Zealand 

 

14:30-15:00
“In search of relevance:
Thoughts on success in academia”

  • Balancing academic rigour and relevance to practitioners
  • Dealing with the scientification of research
  • The mutually-reinforcing nature of research and teaching
  • Regaining thought leadership within the University
  • Practising what we preach about Customer Experience
Professor Jim Barnes
Memorial University of Newfoundland 

 

15:00-15:15
Break  

 

15:15-15:45
”How can we know what we know – the connectivity of research”

  • When is an empirical study a good one?
  • Is quantitative better than qualitative?
  • The research community and implicit knowledge
  • Language games and reviews
  • What is a paradigm and do we need to know this?
  • Positivism, constructionism, empiricism, constructivism, critical rationalism, relativism, structuralism, post-structuralism and post-modernism – confusing?
Professor Helge Löbler
University of Leipzig

 

15:45-17:00
Panel Discussion  All presenters and delegates Chair:  Professor Moira Clark
Director of Enterprise and Applied Research, Henley School of Management

 

 

Monday, September 27th, 2010                            Welcome to the Colloquium
Location: Henley Business School
Time Program of Events
18:00-19:00
Welcome reception for all delegates on river boat “The Waterman”.Depart from Boathouse  

 

19:00-22:00
Dinner at Henley River & Rowing Museum  

 

22:30
Return to Henley Business School  

 

 

Tuesday, September 28th, 2010                            Full Colloquium – Day 1
Location:  National Grid, Greenlands, Henley Business School
 
Time Program of Events
08:30-09:00
Welcome and Opening Address Professor Moira Clark
Director of Enterprise and Applied Research, Henley School of Management
Professor Gordon Marshall
Vice Chancellor,  University of Reading 

 

Theme Service Dominant Logic
09:00-09:45
Service Dominant Logic Professor Steve Vargo
University of Hawaii
Professor Bob Lusch
University of Arizona 

 

09:45-10:25
Break (Coffee and refreshments will be available) Poster Presentations will be available in the IOD room for delegates to visit during the break
a)     Relational strategies for value co-creation: the role of salesforce Calin Gurau and Cedrine Joly-Galzin:
Montpellier Business School
b)     The relevance of  service dominant logic in the context of banking and wealth management Anne Marie Doherty and Stuart Mark Gibson (Jersey): University of Glamorgan
c)     Applying services marketing perspective to the relationship between non-profit organisations and donors: Conceptualizing non-profit service quality Ronja Gresel and Tobias Schaefers:
European Business School
d)     Customer-centric value co-creation Carol Kelleher: Cranfield SOM,
Anu Helkkula and Maria Holmlund:
Hanken School of Economics
e)     Service Dominant Logic and licensing in the business to business market Olavi Uusitalo:
Tampere University of Technology

 

10:25-11:35
Presentation of Papers Chair: Professor Roger Palmer
1)     Customer satisfaction in value co-creation: A preliminary study of M2M relationships in a small service firm Maija Rökman, Sandra Nenonen:
University of Tampere
2)     Service brands in the city centre: a conceptual model from the service-dominant perspective Milla Pitkanen, Maija Rokman and Pekka Tuominen:
University of Tampere
3)     Towards a dominant logic for internal marketing. David Ballantyne and Matthew Ngan
University of Otago
4)     How does service dominant logic apply within computer-mediated environments? Janet Ward: Newcastle University and Michael A. Saren: Leicester University
5)     When the service-dominant logic, innovation, relationship marketing and design thinking converge: the example of a school chair Richard Brookes, Victoria Little and Harold Cassab:
University of Auckland
6)     Co-creation: A framework for collaborative engagement Adrian Payne, Pennie Frow and Kaj Storbacka:
University of New South Wales
 
7)       I give my blood and co-create value – value propositions in a non-profit context  Chris Horbel and Herbert Woratschek: University of Bayreuth 

 

11:35-12:20
Panel Discussion Chair: Associate Professor David Ballantyne
University of Otago, New Zealand 

 

   
12:20-12:50
“S-D Logic and FP7: Diagnosing the value proposition”

  • Antecedents  & development of the value proposition concept
  • The VP in use: overhyped, G-D logic oriented and underutilized

A new conceptual framework

Professor Adrian Payne
University of New South Wales

 

12:50-13:50
Lunch Heyworth Restaurant

 

13:50-14:20
“Building customer relationships in franchising: an international perspective” Professor Rajiv Dant
University of Oklahoma

 

Theme Retailing
14:20-14:50
Presentation of Papers Chair: Associate Professor Susan Rose
1.     Context-appropriate retail experiences: A framework for applying customer insight to the delivery of positive customer experiences Jim Barnes and Jordan Wright:
Memorial University of Newfoundland
2.     Does customer acquisition jeopardize customer retention?  An experimental investigation in an electronic retailing setting. Ina Garnefeld and Andreas Eggert: University of Paderborn and David Woisetschlager: Dortmund University
3.     How consumers learn to work for retailers Kim Cassidy: Nottingham Business School, Steve Baron, Elaine Eades and Dominic Elliott: Liverpool Management School and
Xiaoming Lu: Lincoln University

 

14:50-15:10
Break (Tea and refreshments will be available) Poster Presentations will be available in the IOD room for delegates to visit during the break
a)     Always look on the ‘bright side’: A research agenda for the exploitation of customer compliments Jamie Burton and Thorsten Gruber: Manchester Business School
b)     Retailers as resource integrators: Integrating brands, category and  end-customer perspectives Mark S. Glynn:
Auckland University of Technology   

 

15:10-15:45
Panel Discussion Chair: Professor Jim Barnes
Memorial University of Newfoundland

 

   
15:45-15:55
Presentation of Papers Chair: Dr Anne Dibley

This paper relates to the theme of Customer Experience and Relationships in a Virtual World scheduled for the afternoon of Day 2 but speaker commitments necessitate that it is presented here.
1) “Understanding the new negotiated phase of relationship marketing: A proposed research agenda” Don Schultz and Edward Malthouse
NorthWestern University

 

Theme Trust, Loyalty, Cust Retention & Service Recovery
15:55-16:55
Presentation of Papers Chair: Dr Anne Dibley
1)     Price discrimination, rule familiarity and consumer trust Una McMahon-Beattie: University of Ulster  and Adrian Palmer: University of Wales
2)     Trustworthiness and Value Co-creation in Inter-firm Relational Exchanges Michele Paulin and Ronald J. Ferguson: Concordia University and Jean-Mathieu Fallu: HEC Montreal
3)     Referral reward programs: A means for service recovery? Eva Muenkhoff, Ina Garnefeld, Jens Hogreve, Andreas Eggert:
University of Paderborn
4)     Which reward program type generate customer retention: A comparison of stand-alone programs and multi-partner programs Mario Rese, Annika Wilke and Heiko Schimmelpfennig:
Ruhr University of Bochum   

5)     The differential role of trust and distrust in building relationships with favourable and unfavourable customer groups Carola Hillenbrand, Nuno da Camara, Kevin Money:
Henley Business School
6)     Effects of satisfaction and complaint handling on loyalty: A cross-national analysis Gopalkrishnan R. Iyer: Florida Atlantic University and Sandra Rothenburger: Zilliant Dhruv Grewal: Babson College

 

16:55-17:30
Panel Discussion Chair: Professor Adrian Palmer
Swansea University

 

   
17:30-18:30
Free Time  

 

18:30-22:00
Bus to Little Angel Pub for DinnerDepart from Main Reception  

 

22:30
Return to Henley Business School  

 

 

Wednesday, September 29th, 2010                            Full Colloquium – Day 2
Location:  National Grid, Greenlands, Henley Business School
Time Program of Events
08:30-09:15
“Merging relationship marketing with S-D logic and service science: Experiences from the 30R approach and many-to-many marketing” Emeritus Professor Evert Gummesson
Stockholm University 

 

Theme The Dark & Difficult side of Marketing 
09:15-09:55
Presentation of Papers  Chair: Dr Carola Hillenbrand
1)     Switching costs as a double-edged sword:  the mediating effect of emotions on loyalty and revenge Narjes Haj Salem and Jean Charles Chebat:
HEC Montréal
2)     A dark side of relationship marketing: criminal and covert networks Evert Gummesson, Nils Bagelius and Lars Vigerland:
Stockholm University
3)     Defining and avoiding bad customers in an economic recession Ana Canhoto:
Henley Business School
4)     Profitable customer management: reducing costs by influencing customer behaviour Andreas Persson:
Hanken School of Economics

 

09:55-10:35
Panel Discussion Chair: Emeritus Professor Evert Gummesson
Stockholm University

 

   
Theme  Managing relationships in a B2B context;
Branding, Engagement, Involvement & Emotion
 
10:35-11:20
Break (Coffee and refreshments will be available) Poster Presentations will be available in the IOD room for delegates to visit during the break
a)     Best practice in managing relationships with outsource partners: An outsource supplier and client perspective. Anne Dibley:
Henley Business School
b)     Reassessing RM and relationships in consumer markets: emotion, cognition, and consumer relationship processes Teresa M. Fernandes and Joao F. Proenca:
Universidade do Porto
c)     Demand chain management: Integrating market orientation and power co-ordination concepts Alexander Rozhkov, Olga Tretyak and Nikita  Popov:
Higher School of Economics, Moscow
d)     Transaction cost theory refined: Theoretical and empirical evidence from a B2B marketing perspective Michael Kleinaltenkamp, Marcus Ungruhe, Henning Kreis:
Freie Universitat Berlin
e)     Non-trust in non-equity relationships: A non-transaction costs approach Mark Toon:
Cardiff University

 

11:20-12:30
Presentation of Papers Chair: Dr Baskin Yenicioglu
1)     Branded communities as an alternative to brand communities: the case of a German football community Bastian Popp, Herbert Woratschek
University of Bayreuth
2)     The effects of prior involvement and emotions on relationship intention Adrian Palmer, Nicole Koenig-Lewis:
Swansea University
3)     Engagement: An important concept for research about service relationships Rod Brodie, Linda Hollebeek
University of Auckland
4)     Using direct marketing to address niche consumers: Investigating the link between direct marketing affinity and niche orientation Tobias Schaefers, Ronja Gresel
European Business School
5)     Brand equity and relational marketing in markets for complex consumer goods: Insights from behavioral economics Andrew Godley:
Henley Business school
6)     Taking sides – When frontline employees choose their customers over their company Debra Hanning:
TU Dortmund
7)     The real-time evolution of brand engagement with charities Emma Macdonald, Hugh Wilson:
Cranfield School of Management

 

12:30-13:10
Panel Discussion Chair: Professor Adrian Payne
University of New South Wales

 

   
13:10-14:10
Lunch Location to be advised – Weather dependent

 

14:10-14:40
“Franchisee monitoring, goal congruence and franchise performance: The role of relational norms” Professor Jim Brown
West Virginia University 

 

14:40-15:10
“Return-on-Relationship: Towards measuring it based on a service business perspective” Professor Christian Grönroos
Hanken School of Economics, Finland 

 

Theme Customer Experience and Relationships in a Virtual World 
15:10-16:00
Presentation of Papers  Chair: Associate Professor Neil Hair
Rochester Institute of Technology 
1.     Are attractive virtual sales agents similar to their customer? Helge Lobler and Johannes Raschpichler:
University of Leipzig
2.     Using online corporate communication to enhance B2B relationship marketing Dale Wilson: Michigan State University and Angela Hausman: Howard University
3.     What is customer experience?  Empirical evidence from business and consumer sectors Hugh Wilson: Cranfield School of management, Fred Lemke: Marshall Goldsmith School of Management and Moira Clark: Henley Business School
4.     A relationship-based view of the internet: The development of an internet personality scale as a mechanism for consumers to express their feelings towards the internet. Susan Rose and Phillip Samouel:
Henley Business School
5.     Electronic word-of-mouth:  Impact of motives and information relating to consumer online reviews on purchase intention and trustworthiness Andreas Munzel, Anton Meyer, Kathrin Feigl and Silke Bartsch
Ludwig-Maximilians University

 

16:00-16:30
Break (Tea and refreshments will be available) Poster Presentations will be available in the IOD room for delegates to visit during the break
a)     Common communication style as a trust-promoting determinant in virtual communication: attribution theory foundations and experimental findings Angelika Eichenlaub:
Leuphana Universitat Luneburg
b)     Increasing value-in-use using a virtual platform for further value network integration Sicco Santema and Angela Van de Rijt
Delft University of Technology
c)     Can we design a dynamic relationship experience?  Yes, we can! Fred Lemke, Gary Goodman
Marshall Goldsmith School of Management
d)     Relationship marketing in social media: A study of antecedents, features and consequences Baskin Yenicioglu, Moira Clark: Henley Business School and Neil Hair, Rochester Institute of Technology 

 

16:30-17:10
Panel Discussion Chair: Professor Helge Löbler
University of Leipzig

 

   
17:10-17:30
Closing Remarks Professor Moira Clark
Director of Enterprise and Applied Research, Henley School of Management

 

17:30-18:30
Free Time  

 

18:30-22:00
Bus to Cliveden House for Gala DinnerDepart from Main Reception  

 

22:30
Return to Henley Business School