The Faculty of Law and Management of the University of Mauritius, in collaboration with the Journal of Service Management, Management Service Quality, an International Journal and Journal of Hospitality Marketing and Management, has organised the International Research Symposium on Service Management 2010 at Le Meridien Hotel from 24 to 27 August 2010.
The theme “Service Imperatives in the New Economy”, drew the attention of all those who had a special interest in services management. It brought together scholars, professionals and practitioners from various disciplines and countries and provided them with a unique opportunity for sharing the latest practices prevalent in dynamic service economies.
The conference had attracted delegates from Mauritius, China, Malaysia, Indonesia, South Korea, Dubai, Australia, New Zealand, South Africa, Rwanda, Kenya, Namibia, Botswana, Uganda, Sri Lanka, India, Germany, Sweden, Finland, Norway, UK and USA. These sums up to 72 presentations across 25 countries worldwide.
Besides the knowledge brought in the latest thinking in the services sector and how it is coupled with social sciences, business and technology, the conference also served as a platform for dissemination of knowledge in the field of services management and the challenges of service industry.
Furthermore, the conference has undeniably enhanced the image of the Tertiary Education sector of Mauritius and has added recognition to the University of Mauritius as an active contributor in the services sector.
Papers presented at the conference will be published in a conference proceeding which will be disseminated widely. Selected papers from the symposium will also be published in reputed internal refereed journals, widely used by the international research community.
The hosting of this international conference had been made possible with the generous financial support of many leading organisations in the service sector of Mauritius and abroad. They are namely: IBM University Relations , Cornell University, University of Queensland, Karlstad University Sweden, Kochi International Business School, OHIO State University – College of Eductaion and Human Ecology, OHIO State University – Fisher College of Business, CIM Management Services Ltd, Human Resource Development Council, Tertiary Education Commission, Coca International, Mauritius Ports Authority, Cargo Handling Corporation Ltd, Mauritius Employers Foundation, SHELL Mauritius ltd, Air Mauritius, Barclays Plc Ltd, Airports of Mauritius, Cargo Handling Co ltd, British American Insurance, Constance Hospitality Academy, Silverline services ltd, Chartered Institute of logistics and transport Mauritius, VS Fashion, MSCL Coraline Ltd and State Bank of Mauritius.
Furthermore papers were selected for the following awards:
Best Paper Award
Environmental Management Practices in Services: When Does it Pay to be Green? Marilyn Lucas
Highly Commendable Award
1. Exploring customer value and satisfaction: Expanding the perspective with service attributes and customer characteristics – Timo Rintamäki, Kaisa Kirves, Harri Talonen
2. The Effects of Celebrity Endorsement on Tourists’ Perception of Corporate Image, Corporate Credibility, and Customer Loyalty – Samuel Seongseop Kim, Miju Kim, Moonhyang Oh
3. Exploring the resources exchange networks established by convention suppliers in Daegu City, Korea – Youngmi Kim, Samuel Seongseop Kim, Hagchin Han
Young Service Researcher Award sponsored by
Karlstad University Sweden – STF Service Research Centre
University of Queensland
The Ohio State University – College of Education and Human Technology
The Ohio State University – Fisher College of Business
IBM University Relations
Cornell University
Customer retention in British and Canadian retail banks: Lessons for South Africa
Chantal Rootman, Madéle Tait , Gary Sharp
An Investigation of the CSR Involvement of Service Providers in the Mauritian Tourism Sector
Nicolas Ragoodoo
Exploring Google search engine functionalities and Google search capabilities Viswanathan Murugesh, South Africa
The All-Inclusive Holiday Concept at the Kenyan coast
Mary Mumbua Mutisya
New Service Development for the Emerging ‘Casual Dining Culture’ in a Changing Global Economy
Mary Mumbua Mutisya, Jackline Sagwe, Kazungu Charles Mwango
The benefits of applying service recovery principles in Mauritian service organizations An exploratory approach
Jayraj Roodurmun, Dr (Mrs) Thanika Devi Juwaheer
The power of corporate branding in enhancing brand loyalty – The case of Mauritius telecom service provider
Jayraj Roodurmun, Hemant Kassean
International students’ perceptions of service quality in tertiary institutions – an exploratory study
Chantel Harris, Michelle Paddey
We are all confident that the conference has brought the best of the participants and will foster future collaboration between all the partners.
Last but not least special thanks go to the Organising Committee and Scientific Committee members who have left no stones unturned and who have provided relentless efforts to make this international conference possible. We also wish to thank Prof K R M Morgan, Vice-Chancellor & CEO of the University of Mauritius, who has provided lots of encouragement to host international conferences in management and services related disciplines.
Organising committee
Prof Jay Kandampully (Conference Chair); Associate Professor Roubina Juwaheer (Associate Chair); Dr Boopen Seetanah (Associate Chair); Dr Vinesh Sannassee; Mathew Lamport; Robin Nunkoo; Hemant Kassean; Ushad Subadur; Indeeren Vencatachellum;
International Scientific Committee
Prof Christo Boshoff (Stellenboch University); Prof Dogan Gursoy (Washington State University); Prof Yolanda Jordaan (University of Pretoria); Prof Pierre Mostert (University of North-West); Dr Haretsebe Manwa (University of Botswana); Professor Martin O’Neill (Auburn University, USA); Dr. Subbaraman Chelakara Central (Michigan University, USA); Professor Zelal Ates (Emlyon Grand Ecole, France); Dr. Chatura Ranaweera (Wilfrid Laurier University, Canada); Dr. Marianna Sigala (University of Aegean, Greece); Dr. David Solnet (The University of Queensland, Australia); Dr. Anita Zehrer (Management Center Innsbruck, Innsbruck, Austria); Prof Allard C.R. van Riel (Radboud University Nijmegen, The Netherlands); Professor Silke Bambauer-Sachse (University of Fribourg, Switzerland); Associate Professor Matadeen Jay (University of Mauritius); Associate Professor Anita Ramgutty-Wong (University of Mauritius); Rojid Sawkut (World Bank)
IRSSM 2010 secretariat
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