Tuesday, September 6th 2016
ICRM2016 Doctoral Colloquium
8:30 – 9:00
Arrival and registration of delegates and participants in the doctoral colloquium
9:00 – 9:05
ICRM2016 Doctoral Colloquium Welcome Address
Andreas Munzel and Lars Meyer-Waarden, ICRM2016 Co-chairs
9:05 – 9:50
The impact of satisfaction with personalization on life satisfaction: a privacy calculus approach
Julien Cloarec
9:50 – 10:35
Customer Experience Quality: Preliminary Inquiry Using Repertory Grid Technique
Julija Dzenkovska, Nima Heirati, Fred Lemke, Klaus Schoefer
10:35 – 10:50
Coffee Break and Refreshments
10:50 – 11:35
Innovation in Relationship Marketing as a Driving Force for the Competitive Advantage: A Study of Building Societies in the UK
Roshan Panditharathna, David Bamber
11:35 – 12:20
Understanding perceptions of chat as a customer assistance tool: a customer typology
Marion Sanglé-Ferrière, Benjamin Voyer
12:20 – 13:00
Lunch Break
13:00
End of ICRM2016 Doctoral Colloquium
For participants in the doctoral colloquium who registered for the aeronautics tour: we will walk from the University to the Hôtel Mercure – the meeting point for the tour.
13:15
Meeting for participants in the aeronautics tour in front of the Hôtel Mercure Compans Caffarelli
Bus transfer from the hotel to the aeronautics museum Aéroscopia
14:30 – 17:45 Aeronautics Tour:
- 14:30 – 16:00: Free visit of the brandnew aeronautics museum Aéroscopia
- 16:15 – 17:45: Guided visit of the Airbus A380 Assembly Line
- 17:45-18:00: Bus transfer back to the Hôtel Mercure Compans Caffarelli and short walk to the University for the Welcome Reception.
18:00 – 20:00
ICRM2016 Welcome Reception
Location: IAE Toulouse School of Management, Anciennes Facultés site, Rue des Puits Creuses.
Wednesday, September 7th 2016
ICRM2016 Academic Colloquium
8:30 – 9:00
Arrival and registration of ICRM2016 delegates
9:00 – 9:30
ICRM2016 Welcome Address
Andreas Munzel and Lars Meyer-Waarden, ICRM2016 Co-Chairs
Hervé Penan, Dean, IAE Toulouse School of Management
9:30 – 10:30
Keynote: From Relationship Marketing to Total Relationship Marketing – and Beyond
Evert Gummesson, Stockholm Business School
10:30 – 10:45
Coffee Break and Refreshments
10:45 – 12:00
Competitive Paper Session I: Social Responsibility and Relationships
Session Chair: Fred Lemke
- Millennials' Perceptions of Corporate Good Versus Societal Good as Presented in Online Communications: A Study of the Controversial Issues and Greenwashing
Michele Paulin, Ronald Ferguson, Kaspar Schattke
- The Impact of Fit-Perceptions of CSR-Innovations on the Relationship Quality of Employees
Daniela Mau, David Woisetschlaeger
- Why Should They Care? On the Interdependence of Corporate and Consumer Social Responsibility
Nina Bürklin, Anton Meyer
12:00 – 13:30
Lunch Break
13:30 – 14:45
Competitive Paper Session II: Firms’ relationship marketing use of new technologies
Session Chair: Gilles N'Goala
- How can SMEs use Social Media to engage with customers?
Sheilagh Resnick, Mike Simpson, Ranis Cheng
- Can Facebook and LinkedIn really help? Salesperson social media use and customer relationships in business-to-business markets
Fabian Bill, Sven Feurer, Martin Klarmann
- Big data analytics use in customer relationship management: Antecedents and performance implications
Samppa Suoniemi, Lars Meyer-Waarden, Andreas Munzel, Rami Olkkonen
14:45 – 15:00
Coffee Break and Refreshments
15:00 – 16:15
Competitive Paper Session III: Services and Service-Dominant Logic
Session Chair: Michèle Paulin
- A Responsible Service Dominant Logic
Henry Petersen, Fred Lemke
- Value Propositions in a Servitization Context
Kwesi Sakyi-Gyinae, Maria Holmlund
- Business Service Outsourcing in Manufacturing Firms: An Event Study
Andreas Eggert, Eva Böhm, Christina Cramer
16:15 – 16:30
Coffee Break and Refreshments
16:30 – 17:45
Competitive Paper Session IV: New Trends in Relationship Marketing
Session Chair: Andreas Eggert
- The Quantified Patient - The Impact of Mobile Health Apps on the Relationships between Patients and Physicians Providers
Antje Huetten
- Internet of Things: understanding trust in techno-service systems
Tracy Harwood, Tony Garry
- The influence of happiness with the Internet on intention to disclose information for personalized recommendations: a risk/trust approach
Julien Cloarec, Lars Meyer-Waarden, Andreas Munzel, Martin Klarmann
17:45
End of day 1 of the ICRM2016 Academic Colloquium
19:30
Meeting at the ICRM2016 site and a 10-minutes’ walk to the restaurant.
20:00
Informal Dinner at Les Caves de la Maréchale
3 Rue Jules Chalande, Toulouse
Thursday, September 8th 2016
ICRM2016 Academic Colloquium
8:30 – 9:00
Arrival of ICRM2016 delegates
9:00 – 10:40
Competitive Paper Session V: Relationship Strength and Loyalty
Session Chair: Martin Klarmann
- More than a customer strategy ... a relational style
Isabelle Prim-Allaz, Gilles N'Goala, Thierry Delecolle
- Does a close relationship to your customers reduce unintended effects of service recovery initiatives? – A closer look on the role of relationship strength for the evaluation of varying compensation levels
Jens Hogreve, Leonhard Mandl
- Football as a social affair: Enhancing fan relationships and loyalty by shared game experiences
Nicole Koenig-Lewis, Adrian Palmer, Yousra Asaad
- The Mediated Effect of Psychological Ownership on Loyalty in Access-Based Consumption. The Case of Carsharing
Natalia Sowik, Sven Henkel, Kira Huesken
10:40 – 10:55
Coffee Break and Refreshments
10:55 – 12:10
Competitive Paper Session VI: Customer Service and Digital Discourse
Session Chair: Tracy Harwood
- The Impact of Language Accommodation during Social Media Interactions on Brand Trust
Ana Jakic, Maximilian Wagner, Anton Meyer
- Understanding perceptions of chat as a customer assistance tool: a customer typology
Marion Sanglé-Ferrière, Benjamin Voyer
- Digital Discourses in Relationship Marketing Literature 2006-2015 – review findings and future directions
Tara Rooney, Ewa Krolikowska-Adamczyk, Helen Bruce
12:10 – 13:40
Lunch Break
13:40 – 14:55
Competitive Paper Session VII: Dark Sides of Relationships
Session Chair: Jens Hogreve
- Understanding tensions in brand relationships – A paradoxical approach
Maximilian Wagner, Ana Jakic, Anton Meyer
- Conflict relationships in online communities - A nethnographic study on consumer bullying behaviour
Jan Breitsohl
- Deception: The sword of Damocles over customer relations
Daria Plotkina, Jessie Pallud
14:55 – 15:10
Coffee Break and Refreshments
15:10 – 16:25
Competitive Paper Session VIII: Inter-Organizational Relationships
Session Chair: Samppa Suoniemi
- Conceptualisation of Environmental Value in Supplier-Customer Relationships: Investigating the Perspectives of Third-party Logistics Providers
Alexandre Metreveli, Fred Lemke, Beverly Wagner
- Factors of Stakeholder Engagement in Inter-Organisational Networks
Julian Boha, Julia M. Jonas, David Sörhammar, Kathrin M. Moeslein
- Hearing the Quiet Voices: Digital Empowerment of Low Status Stakeholders in Complex Value Co-creation Construction Scenarios
Mark Toon, Fred Lemke
16:25
End the ICRM2016 Academic Colloquium
18:15
Meeting in front of the Hôtel Mercure Compans Caffarelli and bus transfer to the gala dinner location.
19:30
Gala Dinner at Orangerie de Rochemontès
Announcement of the Best Paper Award, the Award for the Best Paper of the Doctoral Colloquium, and the three papers invited to submit to the Special Section in the Journal of Service Management
