IRSSM-10 Symposium Research Workshop

Services dominate the GDP of all nations in the world today. However, indigenous service research is a relatively new context and less developed in most countries. The ever increasing role played by the service sector in all our lives provides numerous opportunities for research. The International Research Symposium in Service Management (IRSSM) aims to nurture the research skills of the next generation of teachers, researchers, and professionals. One of the most important and valuable part of this symposium is the Research Workshop which will be held on October 6th. This research workshop is a unique mentoring platform and environment that is devoted to support and guiding young researchers with the knowledge and strategies necessary to improve the quality of their research and academic publications. By attending IRSSM symposium and attending the research workshop, you will have the opportunity to network and receive guidance from highly regarded senior professors (mentors) from some of the top universities in the world. These mentors provide a hands-on research workshop on the first day of the Symposium; and, throughout the remaining days of the Symposium, they will provide you with valuable feedback and critical strategies to improve your research. It is this unique mentoring process that many young researcher attendees have found so beneficial and has led to the success of IRSSM Symposiums over the last 9 years. If you are new to research, this Symposium is a must. It will help you to create the right kinds of contacts and networks, and will guide you to improve your research and publication skills.

Workshop Date 6th October 2019

Program and speakers

1. An Overview of the Research Process

(Dr. Sunmee Choi)

​This session will provide a structural outline of the research process, and enhance the participant's ability to logically structure and plan a project. On completion of the session, participants will be able to:

  • Write an abstract that effectively captures the purpose, methods employed and the potential contribution of a research paper
  • Articulate the background of a research project effectively
  • Distinguish between problem statements, research questions and hypotheses
  • Explain the purpose and contents of a research proposal

2. The Art of Developing a Compelling Research Narrative

(Dr. Joan Ball)

Storytelling is at the center of business and marketing practice, yet many service researchers underestimate the power developing and communicating a compelling narrative when presenting or writing up their research. On completion of this session, participants will:

  • Recognize the value of storytelling as a tool for engaging journal editors, reviews and readers
  • Understand the importance of titles, abstracts, introductions and conclusions in framing a compelling research narrative
  • Be familiar with tested narrative storytelling tools and their potential for use in an academic context

3. Building better outputs through research and writing

(Dr. Linda Alkire)

This session addresses the main reason for rejection of journal articles, theses, and research grant proposals - the lack of a believable, engaging and persuasive argument. This session will teach participants the fundamentals of building better academic arguments.
On completion of the session, participants should be able to:

  • Identify the ingredients of a good academic argument
  • Distinguish between the different types of claims that can be made
  • Understand the importance of good supporting evidence
  • Learn the art of building complex arguments from simple ones.

4. Building and maintaining healthy research collaborations

(Dr. Liliana Bove)

Rarely is research truly an isolated, independent activity. Rather, it is more often a collaboration of two or more people over a period of time. The process of forming relationships in research often starts from the beginning, when the student meets the supervisory team and continues throughout the researcher's life. Collaborative research can be more engaging, more fun and more productive.
Upon completion of this session, participants will:

  • Have an understanding about research collaboration and building ‘healthy’ and balanced research relationships;
  • Gain clarity on challenges and benefits of creating research relationships;
  • Be able to set clear expectations in research collaborations, including authorship sequence and work allocation, and
  • Have a set of strategies, based on prior experiences of participants and presenters, about how to proactively address relationship challenges.

5. Panel Discussion on Publishing in Academic Journals

(Chair — Dr. Jay Kandampully, Dr. Allard van Riel, Dr. Werner Kunz, Dr. Sabine Benoit, Dr. Srikanth Beldona)

This session will provide simple but effective strategies to follow to assist in conducting collaborative research and to publish in academic journals.
On completion of the session, participants should be able to:

  • Effectively use guidelines to assist in the preparation and submission of manuscripts to academic journals.
  • Undertake simple steps to follow that will help to receive positive response from editors and reviewers.
  • Use the guidelines to assist in preparing research papers for possible submission to peer reviewed academic journals.

Application and information:

For any inquiry on workshop application, send an email to symposium administrators at
For other questions, send an email to symposium chair Prof. Jay Kandampully at
Visit conference website

Know the facilitators

Dr. Jay Kandampully

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; International Fellow at the University of Namur, Belgium and International Fellow, University of International Business and Economics (UIBE), China. He also serves as a visiting professor at University of Innsbruck, Austria; Nanjing University of Science and Technology, China; University of International Business and Economics, Beijing, China; Furtwangen University, Germany; RWTH Aachen University, Germany; University of Tartu, Estonia.

Jay is the Editor-in-Chief of the Journal of Service Management (JOSM) and serves on the editorial advisory board of 12 refereed international journals. 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 managerial experience in Europe, India and in the USA.

Jay began his academic career by teaching the MBA program at the University of Exeter, UK. He subsequently took up the position of Assistant Professor of marketing at the University of Alaska, Fairbanks, USA. Subsequently Jay taught at Lincoln University in New Zealand and at The University of Queensland in Australia, where he was instrumental in developing services marketing programs. He is the author of the bestselling textbook “Services Management: the new paradigm in hospitality” (translated into Chinese), and the co-author of the recent book “Service Management Principles for Hospitality and Tourism”, and the editor of the book “Service Management: The new Paradigm in Retailing” (translated into Chinese) and the editor of the book entitled “Service Management in Health and Wellness Services”. His recent edited book is entitled “Customer Experience Management: Enhancing Experience and Value through Service Management” and he is the lead editor of the book, “Service Quality Management”, (translated into Chinese, Korean and Arabic). Additionally, he has published over 130 articles and has presented numerous papers at international conferences on issues relating to services management and marketing, service brands and service innovations. He is the founder and chair of the Service Education, Research and Innovation (SERI-Initiative) an organization established to promote service research, teaching and practice in the advancing economies.

His contact information is as follows:
Jay Kandampully, Professor of Service Management
The Ohio State University USA

Dr. Sunmee Choi

Sunmee Choi is a Professor of Service Operations at the School of Business at Yonsei University in Seoul, Korea. Before joining Yonsei University in Spring 2005, Prof. Choi was an Assistant Professor at the School of Hospitality Management at Pennsylvania State University for 3 years and a Visiting Assistant Professor at the School of Hotel Administration at Cornell University for one year. She has also been teaching short courses at the International Management Hospitality Industry in ESSEC in Paris, France for the past 13 years as a Visiting Professor. In these schools, she taught courses on quantitative analysis, revenue management and service operations management.

The areas of her research interest have been service operations management, revenue management, demand-forecasting methods, distribution channel management, and customer experience management. Her work has been published in journals such as Journal of Business Research, Journal of Service Management, Cornell Hospitality Quarterly, Journal of Hospitality and Tourism Research, International Journal of Hospitality Management, Journal of Marketing Theory and Practice, Journal of Revenue and Pricing Management, and Journal of Hospitality and Tourism Marketing.

She received her M.S. and Ph.D. from the School of Hotel Administration at Cornell University. Before joining the academic world, she served the hospitality industry at various positions, including the Director of Hotel Revenue Management at, Reservations Manager at a Hyatt Hotel, Assistant General Manager at a Hampton Inn, and a Marketing Manager at a Sheraton Hotel.

Dr. Joan Ball

Joan Ball is an Associate Professor of Marketing at St. John’s University and Founder of the WOMB Service Design Lab, a participatory action research and service design consultancy for small business owners and social entrepreneurs based in New York.

Joan’s research, teaching and consulting work has a strong focus on service design, consumer behavior and how best to create service systems and processes that result in social impact and human wellbeing. She has a particular interest in how micro-businesses and individuals in transition might benefit from access to service design strategies, tools and techniques. Her research has been published in a variety of international peer reviewed journals including: The Journal of Service Marketing, The Journal of Service Theory and Practice, Touchpoint, Advances in Consumer Research, Journal of Creating Value, The International Journal of Bank Marketing and Global Economics and Management Review.

Joan earned her PhD in international business management, an M.S. in Organizational Leadership and a B.A. in Economics. She has extensive professional experience in public relations and marketing communications working directly with and consulting for professional services firms including: PricewaterhouseCoopers, Standard and Poor, Zurich North America and others.

Dr. Linda Alkire

Linda Alkire (née Nasr) is Assistant Professor of Marketing, at Texas State University. Dr. Alkire earned her Ph.D. from the Alliance Manchester Business School where she was awarded the highly competitive Manchester Business School Doctoral Studentship. Before joining the marketing faculty at Texas State University, Dr. Alkire was an Assistant Professor at the University of Manchester, UK.

Dr. Alkire’s research interests include Transformative Service Research (TSR), Service Marketing and Management, and Technology and Service. In particular, Dr. Alkire is working on further exploring TSR related topics. Dr. Alkire’s interest in TSR is also dictated by a deep and personal conviction that researchers should contribute to the well-being of the service community and society by offering transformational insights to service providers. In addition, Dr. Alkire is interested in transdisciplinary research, in particular, the usage of novel technology interfaces within service deliveries, and the role of technology in shaping service experiences.

Dr. Alkire has published her research in a number of journals including the Journal of Service Management, the Journal of Services Marketing, The Service Industries Journal, European Journal of Management, and the Journal of Organizational Culture, Communications and Conflict. For her research, Dr. Alkire has been awarded a number of prestigious awards, such as: Robert Johnson Award - Outstanding Paper, Journal of Service Management (2018) and Highly Commended Paper, Journal of Services Marketing (2018).

Dr. Alkire serves as Editorial Director of the Journal of Service Management, and an Associate Editor of The Journal of Services Marketing and The Service Industries Journal. In 2018, Dr. Alkire has been elected as Co-Chair of AMA SERVSIG - (the Service Marketing Special Interest Group of the American Marketing Association).

Dr. Liliana Bove

Liliana Bove is a Professor in Marketing at The University of Melbourne and is currently Deputy Head of the Department of Management and Marketing, Faculty of Business and Economics.

Specializing in Service Marketing she has published in leading journals such as: International Journal of Research in Marketing, Journal of Service Research, Journal of Retailing and Social Science & Medicine. Liliana has received numerous research related awards for her work including the Mollie Holman Medal for best doctoral dissertation in the Faculty of Business and Economics at Monash University in 2002, the Australian and New Zealand Marketing Academy (ANZMAC) Emerging Researcher Award in 2006, and in 2013 the American Marketing Association SERVSIG Best Article Award. Liliana is also recognised for her teaching receiving the Dean's Exceptional Distinction in Research Training Award in 2017, and certificates for Excellent Undergraduate and/or Postgraduate Teaching.

Prior to commencing her academic career, Liliana held various scientific, marketing and management roles over a ten year period in the chemical, airline and health industries. In 2009 she took leave from the university and worked at the Australian Red Cross Blood Service as a Major Program Leader for Donor and Community Research. In 2016 she was granted distinguished member of the Australian and Zealand Marketing Academy.

Dr. Srikanth Beldona

Dr.Srikanth Beldona is a professor and the graduate director in the Department of Hospitality Business Management at the Alfred Lerner College of Business and Economics. He earned his Ph.D. from Purdue University and an MBA from the University of Newcastle, Australia. His focus of research is in consumer psychology as it relates to hospitality-based experiences and digital marketing in hospitality and travel. He has published over 65 articles/papers that have appeared in journals such as the Cornell Hospitality Quarterly, Journal of Travel Research, Tourism Management and the International Journal of Hospitality Management among others. He was the guest editor for the Journal of Hospitality and Leisure Marketing’s 2008 special issue titled “The Impact of Technology on the Marketing of Hospitality and Travel Services.”

Beldona was honored as one of 2015’s Top 25 Most Extraordinary Minds in Hospitality Marketing by Hospitality Sales and Marketing Association International (HSMAI). He has been interviewed and cited on hospitality and travel trends in leading publications such as the Chicago Tribune, The Boston Globe and The Washington Post. He has also conducted several executive development programs in the US, the Caribbean, Europe, Australia and India in the domain of hospitality marketing and customer service management.

Dr. Allard van Riel

Prof. Dr. Allard C.R. van Riel is a professor of service innovation management in the Marketing and Strategy department of Hasselt University, in Belgium. He holds a PhD in Service Innovation Management from Maastricht University (2003). Between 2004 and 2009 he held the ArcelorMittal Chair in Innovation Strategy and Management at the University of Liege in Belgium. He was a professor of service innovation management at Radboud University in the Netherlands between 2009-2018. He published, among others, in Journal of Management Studies, Journal of Product Innovation Management, Journal of Service Management, Industrial Marketing Management, Journal of Service Research, Journal of Business and Industrial Marketing, and. He is currently focusing on the design of sustainable business models in complex and high tech service environments.

Dr. Werner Kunz

Dr. Werner H. Kunz is Associate Professor of Marketing and director of the Digital Media lab at the University of Massachusetts Boston. His research interests are in digital & social media, social networks, innovation, and service research. His work has been published, amongst others, in the International Journal of Research in Marketing, Journal of Retailing, British Journal of Management, Journal of Medical Internet Research, Journal of Business Research, Journal of Service Management, and Computational Statistics and was awarded multiple times. He is, amongst others, member of the editorial board of the Journal of Service Research, Journal of Business Research, Journal of Service Management, and Journal of Service Marketing. He is also past chair and current board member of the Service Research Special Interest Group (SERVSIG) of the American Marketing Association (AMA), the primary professional association of Service researcher with over 2000 community members worldwide. 

Dr. Sabine Benoit

Sabine Benoit joined Surrey Business School, Department of Marketing and Retail Management, UK as a Professor of Marketing in 2016. Since 2019 she also has an affiliation to the College of Business and Economics at Australian National University (ANU). Beyond this and since 2008 she is Director of the Competence Center for On-the-go Consumption funded by Lekkerland GmbH & Co. KG a European Wholesale company. Before she was Professor of Marketing at Roehampton Business School and EBS Business School, Wiesbaden, Germany. Before she was Assistant Professor at the WHU – Otto Beisheim School of Management in Vallendar, Germany. Her main research fields are Service and Retail Marketing. Her work has been published in leading international Journals such as the Journal of Service Research, Journal of Operations Management or Psychology & Marketing. In 2017 she received a best paper award (2nd) from the Journal of Service Research and Journal of Services Marketing in 2018 she received the best paper award from the Journal of Service Management. She is in the Editorial Board of Journal of Service Research (JSR), Journal of Service Management (JoSM), Journal of Services Marketing (JSM) and Journal of Business Research (JBR).