2019 SERVSIG Doctoral Consortium


The Service Special Interest Group (SERVSIG) of the American Marketing Association (AMA) is pleased to announce the 26th SERVSIG Doctoral Consortium, preceding the Frontiers in Service Conference, hosted by the National University of Singapore.

The consortium will begin with a welcome reception on Wednesday, 17 July 2019, and will continue with full day sessions on Thursday, 18 July 2018 at the NUS Business School. The consortium is designed to help doctoral students and new faculty succeed in their careers. By promoting an intimate and collegial atmosphere, the consortium provides a special opportunity for participants to interact with leading service scholars.

We invite PhD students at all levels and early career stage faculty to register for the consortium. We highly encourage all attendees to participate in the Research Breakout Sessions to discuss his or her research projects with international scholars who share complimentary interests.

We look forward to seeing you in Singapore!

Consortium Sponsors

Consortium Co-Chairs

Stephanie M. NOBLE

Stephanie M. NOBLE
The University of Tennessee

Stephanie M. Noble is the Proffitt’s Professor of Marketing at the University of Tennessee. Her research interests involve customer experience management in retail and service settings. She has published in several top journals including the Journal of Marketing, Journal of the Academy of Marketing Science, International Journal of Research in Marketing, Journal of Retailing, Journal of Service Research, MIT Sloan Management Review, Harvard Business Review, among others. Stephanie was a member of the AMA’s Academic Council, has co-chaired the Summer AMA Educator’s Conference, was Vice Chair of Communications for the Relationship Marketing SIG, and is an AE for the Journal of the Academy of Marketing Science.


The University of Queensland

Nicole Hartley is a research academic with the UQ Business School. Nicole’s career as an academic has spanned 14 years at institutions in both Sydney and Queensland. Her teaching expertise is in advertising, marketing strategy, digital media and consumer behaviour. Her specific research interests include service technology, virtualised services, customer-brand relationships, message framing, new media and service innovation. Nicole’s current research agenda focuses upon exploring customer perceptions of the advent of technology and various forms of disruption in the delivery of services. This research is currently focused within the education, tourism and health industries.

Kah Hin CHAI

Kah Hin CHAI
National University of Singapore

Kah-Hin CHAI is an associate professor and Deputy Head (MSc Programs) at the Industrial Systems Engineering and Management (ISEM) Department, National University of Singapore (NUS). He received his Ph.D. degree from Cambridge University in the area of international manufacturing. Before joining NUS, he worked as a management consultant as well as a production engineer. His work has appeared in journals such as Journal of Service Research, Journal of Production Innovation Management, Research Policy and IEEE Transactions on Engineering Management. Dr. Chai is an editorial board member for the journal IEEE Transactions on Engineering Management and Journal of Service Theory and Practice. His current research projects include maritime innovation ecosystem and reducing CO2 in international shipping.

Consortium Programme

05:00 – 07:00 pm   |   Welcome Reception
07:30 – 08:15 am   |   Breakfast and Registration
08:15 am – 08:30 am   |   Introduction and Welcome
08:30 – 10:30 am   |   SESSION 1: Creating Impactful Research

Mike Brady, Florida State University (USA)
Kimmy Wa Chan, Hong Kong Baptist University (Hong Kong)
Rebekah Russell-Bennett*, Queensland University of Technology (Australia)

This session will discuss how to develop an impactful research agenda. Speakers will share their insights regarding: 1) what defines impactful, 2) how to develop research ideas, 3) factors to consider as you develop a research agenda, 4) how to best position work for impact, 5) thoughts on data and methodologies, just to name a few examples.

10:30 – 11:00 am   |   Morning Break
11:00 am – 12:30 pm   |  SESSION 2: If I Knew Then What I Know Now…

Stacey Robinson, University of Alabama (USA)
Liliana Bove, University of Melbourne (Australia)
Martin Mende*, Florida State University (USA)

With experience comes knowledge. This session will cover a host of different topics with great advice and tips from successful marketing scholars. These three individuals will share things they wish they had done differently when they were in your stage of their careers – now that they have greater experience/knowledge. Topics could include advice and tips on job hunting, finishing your Ph.D., branding yourself, surviving your ‘Assistant’ years, getting tenure, teaching, service, etc.

12:30 – 01:30 pm   |   Lunch
01:30 pm – 03:00 pm   |  SESSION 3: Speed Q&A

This roundtable session will look similar to “speed dating” but in an academic forum. Students will be assigned to groups and they will rotate between tables every 10-15 minutes. Two to three renowned scholars will be at each table to answer questions posed by students. This will be a fun and interactive session where students can quickly ask a variety of questions (on any academic topic – teaching, service, research, work-life balance, etc.) to top researchers in the field. Come ready with your questions!

03:00 – 03:30 pm   |   Afternoon Break
03:30 pm – 05:00 pm   |  SESSION 4: Research Breakout Sessions

Three doctoral students will be assigned to two faculty fellows. In addition to the faculty fellows listed above, we are delighted that many renowned service scholars agreed to participate. During the session, each doctoral student will provide a brief presentation of their selected research topic and will receive feedback from both faculty fellows and other doctoral students.

Faculty in sessions 3 & 4 include:
Mike Brady, Rebekah Russell-Bennett, Kimmy Wa Chan, Stacey Robinson, Martin Mende, Liliana Bove, Tom Baker, Roland Rust, Simon Bell, Maura Scott, Bart Lariviere, Linda Alkire, Ray Fisk, Janet McColl-Kennedy, Amanda Beatson, Thomas Hollman, Amy Ostrum, Udo Gottlieb, Sven Tuzovic, Yany Gregoire, Ming-hui Huang.

* denotes chair of session

Registration & Important Dates

Doctoral Consortium participants must first register for the Frontiers in Services Conference in order to participate in this event. To register, please clearly indicate on the registration form that you plan to participate in the Doctoral Consortium. Importantly, if you would like to participate in the breakout sessions at the Consortium, you will have to submit a short summary (2-4 pages) of your research before April 1st, 2019.

In your submission please share the following information (to the extent that you can): PhD topic, why is it important to study, theories used or plan to use, details on data analysed or that you plan to collect, methodological approach, a rough time line for your planned studies. Depending on your stage of your doctoral you can choose to share information on a particular paper, an overview of your whole thesis, or both.

April 1st, 2019

Early registration deadline for Conference. Indicate on the registration form that you would like to participate in the Doctoral Consortium.

April 1st, 2019

Deadline for submitting the 2-4 page abstract for the breakout session to Stephanie Noble (snoble4@utk.edu) and Nicole Hartley (n.hartley@business.uq.edu.au).

Liam Glynn Travel Scholarships

Participants can also apply for the Liam Glynn Travel Scholarship. The Liam Glynn Travel Scholarship is generously supported by Arizona State University’s Center for Services Leadership and helps selected emerging service scholars to cover part of the expenses to attend the Consortium. Two to four applicants will be awarded travel grants of $500 – $1,000 depending upon the number of applications received. All submissions should be submitted via email by April 1st, 2019, and it should include the following information:

  • Curriculum vita;
  • Statement as to why attending the Frontiers in Services Conference would be beneficial to the applicant at this stage in his/her career;
  • Statement confirming that applicant has strong interest in the field of service research with supporting information (e.g. area of research).

Please send application to Stephanie Noble (snoble4@utk.edu) and Nicole Hartley (n.hartley@business.uq.edu.au).