Organizational Frontline Research (OFR) Symposium
San Diego, CA
Thursday, February 13
Welcome
Practitioner Keynote: Jürgen Brock, Fujitsu
Frontlines in the Age of Machines
Ruth Stock-Homburg
Customer Responses to Service Robots During Service Encounters
R Gary Bridge, Jürgen Kai-Uwe Brock, Jagdip Singh, Satish Nambisan
Organizational Frontline Challenges of Maintaining One-Voice in the Age of Machines
Coffee Break
OFR Young Scholar Research (YSR) Competition - 2020 Winners
Session Chair: Todd Arnold
Networking Lunch
Session Chairs: Linda Alkire, Yashar Atefi, Amy Fehl, Kaushik Jayaram, Corinne Kelley, Justin Lawrence, Mohsen Pourmasoudi, Blake Runnalls, Sunil Singh (coordinator)
Session Co-Chairs: Todd Arnold and Jagdip Singh
This inaugural YSR roundtable discussion will form a basis to develop and nurture a vibrant, OFR-focused research community, consisting of ‘late-stage’ doctoral candidates, and ‘early-stage’ assistant professors, with input, mentoring, participation and encouragement from “seasoned” OFR scholars and practitioners. All OFRers are welcome to join and participate to support this initiative.
Session Discussants:
Michael Ahearne, University of Houston
R Gary Bridge, Snow Creek Advisors
Jürgen Kai-Uwe Brock, Fujitsu
Mark Houston, Texas Christian University
Maribeth Kuzmeski, Red Zone Marketing
Amy Ostrom, Arizona State University
Nancy Sirianni, University of Alabama
Ravi Sohi, University of Nebraska-Lincoln
Earl Taylor, Marketing Science Institute
Research paper discussions and brainstorming
Digital Frontlines
Kris Zhou, B.J. Allen, Richard Gretz, Mark Houston
Platform Exploitation: When Service Agents Defect With Customers from Online Service Platforms
Riley T. Krotz, Stephanie M. Noble, Dhruv Grewal, Carl-Philip Ahlbom
Designing Brand Descriptions for the Digital Organizational Frontlines
Andrew T. Crecelius, Justin M. Lawrence, Robert W. Palmatier
Effects of Sales Channel Specialization in Business-to-Business Markets
Practitioner Discussant: Doug Herman, Director, Global Business Intelligence, Ingram Micro
Coffee Break
B2B Selling
Huanhuan Shi, Hari Sridhar, Rajdeep Grewal
The Value of Inside Sales Reps in Business to Business Collaborative Selling
Colleen McClure, Justin Lawrence, Todd Arnold, Lisa Scheer
Counting the Costs (and Opportunities) of Highly Involved B2B Buyers
Ed Nijssen, Michel van der Borgh, Dirk Totzek
Value Based Selling as Fair Treatment Practice: Dealing with Privacy Concerns in Product-Service System Selling
Practitioner Discussant: Sherry Sanger, Chief Marketing Officer, Penske
Dinner and Craft Beer Tasting
1157 Columbia St.
(5 blocks from hotel; 10 minute walk)
Friday, February 14
Breakfast
Academic Keynote: Barbara Kahn, Wharton School
Keynote Session Lead: Michael Brady
Consumers and Organizational Frontlines
Nicole J. Heß, Corinne M. Kelley, Maura L. Scott, Martin Mende, Jan H. Schumann
Getting Personal in Public !? How Consumers Respond to Public Personalized Advertising at the Organizational Frontline
Shinhye Kim, Alberto Sa Vinhas, U.N. Umesh, David Sprott
Can Negative Past Experiences Be Turned Into Positive Purchasing Behavior for Reinstated Customers? Regret Effect on Upgrading at Reinstatement
Practitioner Discussant: Maribeth Kuzmeski, President, Red Zone Marketing
Coffee Break
Frontline Service Employees: Current Evidence & Future Directions
Session Chair: Mahesh Subramony, Guest Editor, JSR Special Issue
Mahesh Subramony, Markus Groth, Yu Wu, Judy Hu
FSE’s across Research Streams: An Integrative Bibliometric Review
Eric Michel, Kris Hall, Matt Leon, Ji Qi, Sven Kepes, Laurence Weinzimmer
Meta-Analytic Review Of Employee Engagement and Customer Engagement
Kris Hall, Harrison Pugh, Matt Leon, Brittany Buis, Darren Good, Ji Qi
Differential Effects of Service Leader Behavior on Unit- and Individual-Level Outcomes
David Solnet, Ann Mirabito, Richard Robinson, Bethany Cockburn, Judy Hu, Laura McClelland, Maria Golubovskaya
An Employee-Centered Perspective of Workplace Well-Being: The Neglected FSE