Indicative topics

• Creating service strategies and designs
• Developing service portfolios
• Consumer-centric and consumer-driven strategies
• The role of employees in crafting service strategies
• Crossing boundaries: from internal to external marketing
• Understanding and managing service productivity
• The intended and unintended effects of digital support systems
• Bridging service operations and service marketing
• Service operations and well-being
• Understanding the service-profit chain
• Managing employee and customer productivity