International Service Research Conference

We wish to thank everyone who participated in the SERVSIG International Service Research Conference held on June 7-9, 2012 in Helsinki, Finland. The conference was hosted by the CERS Centre for Relationship Marketing and Service Management at Hanken School of Economics.

SERVSIG is the name given to the American Marketing Association's Services Marketing Special Interest Group. The SERVSIG International Research Conference is held in a different country every two years.



The book of abstracts from the conference has been published online and can now be accessed at the following permanent adress:

Full title: Innovative Service Perspectives: Proceedings from the AMA SERVSIG International Service Research Conference, Helsinki, Finland, June 7-9 2012

Edited by Jacob Mickelsson and Anu Helkkula

Published in 2012 by Hanken School of Economics, Helsinki

ISBN: 978-952-232-170-1



Best conference paper

"Polyphony, Discord and Harmony: Individual Experiences of Value in Collaborative Consumption Contexts" by Carol Kelleher, Hugh Wilson, and Joe Peppard

Highly commended papers

"The Construction of Space in Customer Experiences" by Ritva Höykinpuro and Arja Ropo

"A Historical Exploration of the Global Service Marketing Community" by Cristiana R. Lages, Claudia Simoes, Raymond P. Fisk and Werner H. Kunz

"An Exploration of Consumer Manipulation in Service Interactions" by Cheryl Leo, Dominique Greer and Beverley Sparks



Special issues dedicated to the 2012 SERVSIG conference have been published in Journal of Service Management (Vol. 24 Iss: 5) and Managing Service Quality (Vol. 23 Iss: 4). More about these special issues can be found under " special issues".