13th International Research Symposium in Service Management (2025)
The Ravenala Attitude, Balaclava, Mauritius 15th to 18th July 2025
New Frontiers in Service: Excellence for sustainability in the age of AI
The International Research Symposium in Service Management (IRSSM 13) with the theme “New Frontiers in Service Research: Excellence for Sustainability in the Age of Al,” explores innovative approaches to achieving sustainable service excellence by focusing on the transformative potential of Al advancements in the service industry. While the symposium prioritizes submissions aligned with this theme, we welcome other ideas aiming at fostering a broader exchange of knowledge and perspectives in service research. The annual symposium organized and hosted this year by the University of Mauritius, in collaboration with the International Centre for Sustainable Tourism and Hospitality and the WTO Chairs Programme, brings together scholars, professionals and practitioners from various disciplines and countries and provides them with a unique forum for sharing the latest theories and practices prevalent in the service economies.
ABSTRACT SUBMISSION
Submit your Abstract (Up to 500 Words) here:
Note: Once your abstract submission is reviewed and accepted, you will be contacted with further instructions on submitting either a full paper or an extended abstract based on your preference. Kindly note that full papers will be considered for best paper awards.
The International Research Symposium in Service Management (IRSSM 13) with the theme “New Frontiers in Service Research: Excellence for Sustainability in the Age of AI,” explores innovative approaches to achieving sustainable service excellence by focusing on the transformative potential of AI advancements in the service industry. While the symposium prioritizes submissions aligned with this theme, we welcome other ideas aiming at fostering a broader exchange of knowledge and perspectives in service research.
We encourage submissions on the following service research topics:
Exploring the role of AI, robots, and autonomous systems in shaping the future of service interactions, emphasizing ethical considerations and human-AI collaboration.
Research on services designed for marginalized or underserved populations, societal transformations, and Base of Pyramid (BoP) contexts, with a focus on equity, inclusion, and resilience.
Insights into service interactions, the influence of physical and digital environments, moments-of-truth, and the role of word-of-mouth in shaping perceptions of service quality.
Sustainable practices and innovations in service sectors, promoting environmental responsibility, circular economies, and eco-friendly solutions.
Strategies and innovations for delivering exceptional customer experiences across physical, digital, and hybrid touchpoints.
Leveraging big data, unstructured data analytics, and predictive modeling to enhance service personalization, efficiency, and outcomes.
Examining how technologies like IoT, blockchain, AR/VR, and digital twin models are reshaping service industries and driving innovation.
Research on patient-centric care models, digital health platforms, mental health services, and holistic wellness approaches.
Understanding the dynamics of interdependent service actors, platforms, and systems, with a focus on co-creation and innovation.
Creative and user-centered approaches to designing new services and reimagining existing ones for enhanced value creation and customer satisfaction.
Investigating how services can improve societal well-being, address global challenges, and drive social and environmental change.
Exploring collaboration between customers, employees, and other stakeholders in creating shared value and driving innovation.
Trends in remote work, virtual service delivery, automation, and the gig economy’s impact on service industries.
Interdisciplinary approaches to solving complex service challenges in diverse domains.
Submissions are not limited to the list above and we also invite:
Other Emerging Topics in Service Research: Open call for innovative topics that address new trends, technologies, or pressing challenges in the service domain.
IMPORTANT DATES AND DEADLINES
| Dates | Deadlines |
|---|---|
| Abstract Submission Deadline: | May 15, 2025 |
| Deadline Extended to: | April 15, 2025 |
| Notification of Acceptance: | April 30, 2025 |
| Early Bird Registration: | May 31, 2025 |
| Regular Registration: | June 15, 2025 |
| Pre-Conference Workshop: | July 15, 2025 |
| Symposium Dates: | July 16–18, 2025 |
INTERNATIONAL MENTORS AND SPEAKERS
Dr. Jay Kandampully is a professor of service management and hospitality at The Ohio State University…..
Dr. Jay Kandampully is a professor of service management and hospitality at The Ohio State University, USA. He serves as the CTF International Fellow at the University of Karlstad, Sweden and International Fellow at the University of Namur, Belgium. Jay served as the Editor-in-Chief of the Journal of Service Management (JOSM) for the past 14 years and serves on the editorial advisory board of 10 refereed international journals. Jay is cited by Stanford University’s Index 2021 of top 2% scientists in their fields, based on citations of research and was cited by Stanford University Index 2024 for career-long impact. Jay received the EHE (OSU) distinguished Research Award (2024). He holds a PhD in service quality management, and an MBA, specialising in services marketing, both from the University of Exeter, England. His professional qualification is in Hotel Management from Salzburg, Austria and from the University College Birmingham, UK. His educational qualifications have been well supported by nine years of senior management roles in Europe, India and in the USA. Jay has written and edited eleven books. His latest two books are: Service Management Principles: For Hospitality and Tourism in the Age of Digital Technology (2024; co-authors David Solnet and Anil Bilgihan) and Service Management and Marketing Principles: Competing in the Service Economy (2024; Co-author David Solnet). Additionally, he has published over 100 articles and has presented numerous papers at international conferences on issues relating to services management and marketing, service brands and service innovations. As an academic he lived and worked in New Zealand and Australia prior to moving to the USA. He serves as the Chair of International Research Symposium in Service Management (IRSSM).
David Solnet is a Professor of Service Management and Service Work in the UQ Business School. He is ……
David Solnet is a Professor of Service Management and Service Work in the UQ Business School. He is recognized internationally for his research, teaching and consulting, all focused on managing and leading service organizations, with particular emphasis on managing the employee-customer interface. His research focuses on frontline employees and the relationships between management practices, employee attitudes and firm performance. David is a sought after advisor to industry and government, specializing on business improvement, financial analysis, service quality and management development programs. He comes from a restaurant background, with over 18 years of experience including senior management roles in the USA and Australia. David coleads the workforce research team in the tourism discipline at the UQ Business School and has been a principal investigator on a number of state and national projects including two 'tourism employment plans' as part of the Australian Commonwealth Government initiative to address employment challenges in regional areas in Australia and he works as an expert advisor to Austrade on workforce development. Professor Solnet has published over 60 academic journal articles with over 8,000 citations,, and his work consistently appears in the top journals in his field, such as the Journal of Service Management, Journal of Business and Psychology, European Management Review, Group and Organizaition Management, Annals of Tourism Research, International Journal of Hospitality Management and the Journal of Travel Research.
Allard van Riel is a Professor of Service Innovation Management in the Department of Marketing…..
Allard van Riel is a Professor of Service Innovation Management in the Department of Marketing and Strategy of Hasselt University in Belgium. He obtained his PhD from Maastricht University in the Netherlands. Allard currently serves as head of the Master of Management Programme, one of three international study programmes at Hasselt University. He has much experience in Executive Education. As a former associate dean of research, and director of a research institute, he is currently heavily involved in education and the organization of education in Tourism and Service Marketing and Management. He is recognized internationally for his research and teaching, focused on service excellence through customer-oriented product and process innovation. His research focuses on high tech service innovation, e.g., the use of AI in services, and sustainable supply chain management. Allard advises educational institutions and industry, specializing on customer-oriented innovation. He comes from a Higher-Ed publishing background. Professor Van Riel authored and co-authored over one hundred academic journal articles with over 12.000 citations. His work appears in the top journals in his field, such as the Journal of Service Research, Journal of Management Studies, Journal of Advertising, Journal of Product Innovation Management, Journal of Business Research, Journal of Service Management, Journal of Service Marketing and Cornell Hospitality Quarterly.
Dr. Linda Alkire is an Associate Professor of Marketing, the Vicki L. West Excellence Endowed Professor, and…..
Dr. Linda Alkire is an Associate Professor of Marketing, the Vicki L. West Excellence Endowed Professor, and the Director of the Center for Professional Sales at Texas State University, USA. A leading global scholar, Dr. Alkire is internationally recognized for her contributions to Transformative Service Research (TSR), a field dedicated to enhancing societal well-being through service innovation and design. Her transdisciplinary approach addresses critical societal challenges and provides transformative insights for service providers, emphasizing the integration of technology, policy, and human-centric service delivery. Dr. Alkire's academic achievements include over 35 peer-reviewed publications in leading academic journals, more than 60 conference presentations, and over 15 prestigious research awards, underscoring her commitment to advancing service scholarship. In 2024, Dr. Alkire was honored as the Emerging Service Scholar by AMA SERVSIG, recognizing her innovative contributions to the field and her growing influence as a thought leader. In addition to her research, Dr. Alkire is actively involved in editorial leadership. She serves as the Editorial Director of the Journal of Service Management and as Associate Editor for the Journal of Services Marketing, Service Industries Journal, and the Journal of Social Impact in Business Research. Dr. Alkire is also a member of the American Marketing Association (AMA) Academic Council and co-chair the 2025 Winter AMA Academic Conference. Dr. Alkire’s international research reputation is further enhanced by extended visits to esteemed universities in countries such as the United Kingdom, Sweden, Italy, Germany, Japan, China, and Belgium. As Director of the Center for Professional Sales, she is committed to advancing excellence in professional sales education and fostering partnerships with corporate and academic stakeholders. Dr. Alkire is a passionate advocate for academic inclusion and diversity. She dedicates herself to mentoring students and scholars from underrepresented and emerging regions and supporting early-career researchers to achieve their full potential. Through her initiatives, she strives to build a more inclusive and supportive academic community.
Dr. Anil Bilgihan is a distinguished professor at Florida Atlantic University’s College of Business, …..
Dr. Anil Bilgihan is a distinguished professor at Florida Atlantic University’s College of Business, holding the Mangurian Professorship. A leading scholar in services marketing and hospitality information systems, Dr. Bilgihan has authored over 120 peer-reviewed journal articles, which have been cited more than 15,000 times. His research focuses on the applications and impact of technology, digital marketing, user experience, and online social interactions within the services industries. Dr. Bilgihan’s academic work has been published in premier journals, including Tourism Management, Information & Management, Internet Research, Journal of Business Research, International Journal of Hospitality Management, Computers in Human Behavior, and Journal of Service Management. He is also the co-author of the widely adopted textbook Hospitality Information Technology: Learning How to Use It. Dr. Bilgihan earned his Ph.D. from the Rosen College of Hospitality Management and an M.S. from the University of Delaware. Before joining FAU in 2013, he held positions at The Ohio State University. He currently serves as the associate editor for Psychology & Marketing and co-editor for the Journal of International Hospitality Management. Throughout his career, Dr. Bilgihan has been recognized with numerous accolades, including the FAU Scholar of the Year Award, the Cisco Extensive Research Award, and the Highly Commended Award from the Emerald/EFMD Outstanding Doctoral Research Awards. His contributions continue to shape the understanding of technology’s role in enhancing customer experiences and business performance in the hospitality and services sectors.
Srikanth Beldona is a Professor and former department chair of the Department of Hospitality & Sport…..
Srikanth Beldona is a Professor and former department chair of the Department of Hospitality & Sport Business Management at the Alfred Lerner College of Business and Economics, University of Delaware. He earned his Ph.D. from Purdue University. His focus of research is consumer psychology of hospitality, travel and technology-enabled experiences. He has published over 50 articles, and his research has appeared in the International Journal of Hospitality Management, Tourism Management, Journal of Service Management, Journal of Travel Research and the Cornell Hospitality Quarterly among others. He serves on the editorial boards of top tier journals and was honored as one of 2015’s Top 25 Most Extraordinary Minds in Hospitality Marketing by Hospitality Sales and Marketing Association International (HSMAI). His opinions on hospitality and travel trends have been cited in the Chicago Tribune, The Boston Globe, The Los Angeles Times, Conde Nast Traveler, Adweek, etc.
Mahesh Subramony, PhD is a professor of management at Northern Illinois University in USA. His research….
Mahesh Subramony, PhD is a professor of management at Northern Illinois University in USA. His research program is focused on the relationship between workers, organizations, and customers with the overarching aim of enhancing these linkages. Mahesh's two primary research streams are: frontline (boundary-spanning) service work, and strategic human resource management. He is additionally interested in the exploration of technology and the changing nature of work during disruptive times and its implications for the organizational frontlines. Mahesh’s scholarly publications have appeared in leading business journals including, Journal of Applied Psychology, Journal of Management, Journal of Organizational Behavior, Academy of Management Journal, Human Resource Management, and the Journal of Service Research. He is on the editorial boards of prominent journals including Human Resource Management, Journal of Organizational Behavior, and Journal of Business and Psychology; and has served as associate editor for Journal of Business Research, Journal of Service Management, and the Journal of Service Research.
REGISTRATION FEES
| S.No. | Particulars | Deadline | Registeration Fees (USD) |
|---|---|---|---|
| 1. | Early Registration | May 31, 2025 | 350 |
| 2. | Regular Registration | June 15, 2025 | 400 |
| 3. | Early Registration for Students | May 31, 2025 | 150 |
| 4. | Regular Registration for Students | June 15, 2025 | 250 |
| 5. | Registration for Attendees | June 15, 2025 | 150 per DAY |
| 6. | Pre-Conference Workshop | June 15, 2025 | 50 |
PAYMENT AND REGISTRATION
COMPLETE YOUR REGISTRATION HERE
Registration opens as from 1st April 2025
EXTENDED ABSTRACT AND FULL PAPER SUBMISSION
Submission Guidelines for Extended Abstracts and Full Papers
We are pleased to inform you that once your abstract is accepted for presentation, you have the option to submit either a 3-page extended abstract or a full paper.
Submission Options:
- Extended Abstract (for extended abstract conference proceedings): If you would like your extended abstract to be included in the proceedings, please submit a 3-page extended abstract by June 15, 2025.
Full Paper (for full paper proceedings and award consideration): If you would like your full paper to be included in the proceedings and wish to be considered for the Best Paper Awards and/or Young Service Researcher Award, you may submit a full paper instead.
Submission Process:
-
Deadline: All submissions should be sent to irssm13@uom.ac.mu by June 15, 2025.
File Naming Conventions:
To facilitate the submission process, please follow the naming conventions below:
For extended abstracts: IRSSM13_EA_[Submission ID]_[Last Name of First Author].docx Example: IRSSM13_EA_2025-01_Chatterjee.docx
For full papers: IRSSM13_FP_[Submission ID]_[Last Name of First Author].docx Example: IRSSM13_FP_2025-02_Chatterjee.docx
Formatting Guidelines for Extended Abstracts and Full Papers
General Formatting:
- Paper Size: A4 (210 x 297 mm)
- Margins: 1 inch (2.54 cm) on all sides
- Font: Times New Roman
- Font Size: 12 pt (except where specified otherwise)
- Line Spacing: 1.5
- Alignment: Justified
- Paragraph Spacing: 6 pt before and after each paragraph
- File Format: Microsoft Word (.docx)
Title and Author Information:
- Title: Centered, bold, Times New Roman, 14 pt
- Authors and Affiliations:
– Centered, Times New Roman, 12 pt
– Author names followed by their institution and email (in italics)
Word Limit for Submissions
- Extended Abstract: Maximum 1,500 words (excluding references)
- Full Paper: Maximum 8,000 words (excluding references, tables, and appendices)
ORGANISING COMMITTEE
Prof Jay Kandampully (Chair)
(Ohio State University, Kandampully.1@osu.edu)
Prof Roubina Juwaheer (Co-Chair)
(University of Mauritius, roubina@uom.ac.mu)
Dr Prof Viraiyan Teeroovengadum (Co-Chair)
(University of Mauritius, v.teeroovengadum@uom.ac.mu)
Prof Boopen Seetanah
(University of Mauritius, b.seetanah@uom.ac.mu)
Dr Rajesh Sannegadu
(University of Mauritius, r.sannegadu@uom.ac.mu)
Dr Sharmila Pudaruth
(University of Mauritius, sh.pudaruth@uom.ac.mu)
Mr I Vencatachellum
(University of Mauritius, vencati@uom.ac.mu)
Mr Lomendra Vencataya
(University of Mauritius, l.vencataya@uom.ac.mu)
Dr Priya Gunesh
(University of Mauritius, p.gunesh@uom.ac.mu)
Dr Eric Bindah
(University of Mauritius, e.bindah@uom.ac.mu)
Prof Robin Nunkoo
(University of Mauritius, r.nunkoo@uom.ac.mu)
Mr Matthew Lamport
(University of Mauritius, m.lamport@uom.ac.mu)
Dr Yupal Shukla
(University of Bologna, Yupal.Shukla@memphis.edu)
Dr Prof Ravi Chatterjee
(Symbiosis International University, Dubai,
rchatterjee@siu-dubai.ac.ae)
Dr Vanisha Oogarah-Hanuman
(University of Mauritius, v.hanuman@uom.ac.mu)
SCIENTIFIC COMMITTEE
- Dr. Linda Alkire, Texas State University, USA
- Dr. Madhavi Ayyagari, Murdoch University, Dubai
- Dr. Joan Ball, St. John’s University, USA
- Dr. Srikanth Beldona, University of Delaware, USA
- Dr. Sabine Benoit, University of Surrey, UK
- Dr. Voon Boo Ho, University Teklologi MARA, Malaysia
- Dr. Sunmee Choi, Yonsei University, South Korea
- Dr. Alison Dean, University of Newcastle, Australia
- Dr. Bo Edvardsson, Karlstad University, Sweden
- Dr. Joerg Finsterwalder, University of Canterbury, New Zealand
- Dr. Nur Indrianti, UPN, Indonesia
- Dr. Roubina Juwaheer, University of Mauritius, Mauritius
- Dr. Byron Keating, Australian National University, Australia
- Dr. Tomaz Kolar, University of Ljubljana, Slovenia
- Dr. Peter Kim, AUT University, New Zealand
- Dr. Werner Kunz, University of Massachusetts, USA
- Dr. Justyna Matysiewicz, University of Economics in Katowice, Poland
- Dr. Javier Reynoso, Monterrey Institute of Technology, Mexico
- Dr. David Solnet, The University of Queensland, Australia
- Dr. Malinvisa Sakdiyakorn, Mahidol University International College, Thailand
- Dr. Sławomir Smyczek, University of Economics in Katowice, Poland
- Dr. Heli Tooman, University of Tartu, Pärnu College
- Dr. Allard van Riel, Radbound University Nijmegen, The Netherlands
- Dr. Yonggui Wang, Capital University of Economics and Business, China
- Dr. Walanchalee Wattanacharoensil, Mahidol University International College, Thailand
CONFERENCE VENUE
The Ravenala Attitude Hotel (Mauritius)
Secluded on Mauritius’s northwestern coast in the small village of Balaclava,
4 ⭐ Family-Friendly Hotel.
The Ravenala Attitude hotel is an ode to the art of tropical living.
The name, ‘Ravenala’, is the first taste of tropical exploration, as it refers to the traveller’s tree (or traveller’s palm) – easily spotted here thanks to its fabulous, fan-shaped collection of long leaves. Located deep inside a huge exotic garden between Lemon River (Rivière Citron) and Turtle Bay, The Ravenala Attitude subtly blurs the boundaries between indoor and outdoor living, inviting you to enjoy the lush vegetation as much as its suites’ contemporary style.
ACCOMMODATION INFO
HOTEL ACCOMMODATION NEARBY
AIR BNB ACCOMMODATION OPTIONS
Rent from people in Balaclava, Mauritius from $20/night.
CONTACT US
For general inquiries, please contact the IRSSM13 Secretariat
| Particulars | |
|---|---|
| IRSSM13 Secretariat | irssm13@uom.ac.mu. |
For urgent matters, you may reach out directly to the Conference Co-Chairs:
| Particulars | |
|---|---|
| Prof. J. Kandampully | kandampully.1@osu.edu |
| Prof. R. Juwaheer | roubina@uom.ac.mu |
| Associate Prof. V. Teeroovengadum | v.teeroovengadum@uom.ac.mu |
