The breakthroughs in the digital era through Artificial Intelligence, Robotics and the Internet of everything have made significant difference to our work and daily lives. Technology led innovations are transforming virtually every service sector. Consequently, digital transformation has been recognized as an imperative by all organizations across all sectors including non-profit organizations and government establishments. While transformations per se are challenging, digital transformations are even more difficult, according to McKinsey’s report. However, the convergence of multiple disciplines are expected to create advances that have not been witnessed in the past. The new wave of digitalization, also called as the fourth industrial revolution, offers significant and new opportunities for individuals, organizations, and communities across the globe.

With the theme, “Service Imperatives in the Era of the Fourth Industrial Revolution,” the 10th symposium in the IRSSM series attempts to explore the latest developments in the field of service management.

The symposium invites conceptual and empirical research presentations and case studies, either completed or work in progress, by both academics and practitioners. Submissions and presentations must cover both the theoretical and practical implications of the findings. Parallel tracks of refereed presentations will enable authors to get sufficient time to present their work and also to obtain constructive feedback about their study. We aim to provide the participants with an opportunity to engage in a high quality research dialogue and obtain constructive feedback. We also endeavour to provide the delegates with a unique and memorable experience of the desert expanse and the splendour of Dubai.

Service management Service innovation
Service localization and globalization Service marketing and branding
Service design Relationship marketing
Human resources in services Accounting and financial services
Transport & retailing services Tourism and hospitality services
Supply chain services Communication services
Professional services Sports and event services
Service operations and outsourcing E-services and business
Health care services Service dominant logic
Public sector services “T” Shaped Thinking
Health and Wellness Services Government services
Digital services Service Automation