About the Conference

from romans to robots: service research in emotion

The theme of the 2023 edition of the Frontiers in Service conference alludes to the Roman roots of Maastricht and exemplifies the bridge from the past to the future. From a time where fire represented a service to blacksmith, cook and build cites as Maastricht - to a time where robots, artificial intelligence, and immersive technologies put service research in emotion.

21 years ago, Maastricht University was the first university outside the United States to host the Frontiers in Service Conference.

It is our pleasure to invite the service research community back to Maastricht for an inspiring conference that features classic service research topics along with emerging themes and service innovations. A conference that will invigorate our strong service community.

The Conference

The Frontiers in Service Conference features a unique mix of business people and academics from around the world with a cross-functional list of topics including: service science, service innovation, service marketing, service operations, service human resources, service information technology, e-service, service innovation, and customer relationship management.

Speakers at the conference include many of the world’s leading service experts, including high-ranking executives and prominent academics.

Conference History

Founded in 1992 by Roland Rust, the Frontiers in Service Conference is considered by many to be the world’s leading annual conference on service research.

The global conference draws attendees from over 40 countries. It is sponsored by INFORMS, the American Marketing Association, SERVSIG, and the Center for Excellence in Service at the University of Maryland and is hosted by various organizations worldwide.

Organisational Committee - Maastricht University

Prof. Dr. Dominik Mahr

Conference
co-chair

Prof. Dr.
Lisa Brüggen

Conference
co-chair
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Prof. Dr.
Gaby Odekerken

Committee member

Prof. Dr.
Jos Lemmink

Committee member

Pascalle Prickaerts

Committee member

Nicole
Hulsman

Committee member

Alexandru
Maris

Committee member

Conference Committee

Jan Hamers

Maastricht University

Martin Wetzels

EDHEC Business School

Maura Scott

Florida State University

Rebekah Russell-Bennett

Queensland University of Technology

Roland Rust

University of Maryland

Samuel Fung

Starbucks, Marketing, Digital Customer Experience and Retail Lobby, Asia Pacific

Sertan Kabadayi

Fordham University

Weiwei Chen

Rutgers Business School

Werner Kunz

University of Massachusetts Boston

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Past Venues

1992 – 2000

1-9th Annual Frontiers in Service Conference: Nashville, Tennessee

2001 – 2010

10th Annual Frontiers in Service Conference: October 25-28, 2001, Washington, DC, USA

11th Annual Frontiers in Service Conference: June 27-29, 2002, Maastricht, The Netherlands

12th Annual Frontiers in Service Conference: October 23-26, 2003, Washington, DC, USA

13th Annual Frontiers in Service Conference: October 28-31, 2004, Miami, FL, USA

14th Annual Frontiers in Service Conference: October 6-9, 2005, Tempe, AZ, USA

15th Annual Frontiers in Service Conference: June 29 – July 2, 2006, Brisbane, Australia

16th Annual Frontiers in Service Conference: October 4-7, 2007, San Francisco, California, USA

17th Annual Frontiers in Service Conference: October 2-5, 2008, Washington, DC, USA

18th Annual Frontiers in Service Conference: October 29 – November 1, 2009, Honolulu, HI, USA

19th Annual Frontiers in Service Conference: June 10-13, 2010, Karlstad, Sweden‍

2011 – 2020

20th Annual Frontiers in Service Conference: June 30 – July 3, 2011, Columbus, Ohio, USA

21st Annual Frontiers in Service Conference: June 14-17, 2012, College Park, MD, USA

22nd Annual Frontiers in Service Conference: July 4-7, 2013, Taipei, Taiwan

23rd Annual Frontiers in Service Conference: June 26-29, 2014, Miami, FL, USA

24th Annual Frontiers in Service Conference: July 9-12, 2015, San Jose, CA, USA

25th Annual Frontiers in Service Conference: June 23-26, 2016, Bergen, Norway

26th Annual Frontiers in Service Conference: June 22-25, 2017, New York, NY, USA

27th Annual Frontiers in Service Conference: September 6-9, 2018, Austin, TX, USA

28th Annual Frontiers in Service Conference: July 18-21, 2019, Singapore, Singapore

2021 – 2030

29th Annual Frontiers in Service Conference: July 9-10, 2021 - Philadelphia, PA, USA

30th Annual Frontiers in Service Conference: June 23-26, 2022, Boston, MT, USA

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