Final Schedule

*all in EST

Final schedule here.

Service in the World of Artificial Intelligence and Digital Technologies

For requests received before July 9, 2021 a 50% refund will be issued; no refund for requests received past that date.

July 9 and 10, 2021Virtual on Zoom

The theme of the 2021 conference is “Service in the World of Artificial Intelligence and Digital Technologies.” It will take place July 9 and 10, 2021 virtually hosted on Zoom by Temple University’s Fox School of Business. An associated doctoral consortium will occur on July 8, 2021. Sponsored annually by INFORMS and the American Marketing Association, the Frontiers in Service Conference is the world’s leading annual conference on service research. It routinely attracts submissions from over 40 countries, covering a wide range of topics such as service marketing, service strategy, service management, service operations, service engineering, service design, service science, service IT, and AI and robotics.

Attendees will get to learn from many of the world’s leading service experts, including high-ranking executives and prominent academics.  Plenary speakers for Frontiers 2021 TBD: You are invited, as a service academic or practitioner, to submit abstracts for possible presentation at the conference. Submissions must be received by April 17th, 2021, so don’t delay.

The conference committee will select and decide several awards from submissions: the “Best Student Paper Award,” the “Best Academic Paper Award,” and the “Best Practitioner Paper Award.

Abstracts may focus on any service topic, including (but not limited to) the topics below:

  • Artificial Intelligence (AI) and Service
  • Big Data and Service
  • Machine Learning and Service
  • Deep Learning Algorithms for Service
  • Collaborative Service and Sharing Economy
  • Consumer Privacy
  • Corporate Digital Responsibility and Service
  • Customer Experience Management
  • Customer Relationship Management
  • Customer Value Creation
  • Digital Service (Strategy)
  • Employee Engagement
  • E-Service & E-Government
  • Healthcare Service
  • Internet of Everything and Service
  • IT as a Service
  • Platform-based Service Models
  • Robotics and Service
  • Service at the “Bottom of the Pyramid”
  • Service Design
  • Service Dominant Logic (SDL)
  • Service Engineering
  • Service Human Resources / Factors
  • Service Information Technology
  • Service Innovation
  • Service Management
  • Service Marketing
  • Service Operations
  • Service Productivity
  • Service Science
  • Servicescapes
  • Sharing Economy
  • Smart Service Systems
  • Social Networks and Service
  • Service Strategy
  • Technology-based Service (Apps)

This year’s conference is sponsored by INFORMS Society for Marketing Science (ISMS), the American Marketing Association’s Service Special Interest Group (SERVSIG), the Global Center for Big Data and Mobile Analytics at Fox School of Business at Temple University, and the Center for Excellence in Service at the University of Maryland. We are grateful for the support of Frontiers’ former sponsor, the INFORMS Service Science Section, both this year and in prior years.

Please direct any questions to the Conference Chair, Dr. Xueming Luo, Charles Gilliland Distinguished Chair Professor of Marketing, Management, and MIS (email: Xueming.Luo@temple.edu). 

This year consortium is free to all registrants and graciously sponsored by the Journal of Service Research.