INFORMS Open Forum

cfp 2021 Frontiers in Service Conference: Service in the World of Artificial Intelligence and Digital Technologies

  • 1.  cfp 2021 Frontiers in Service Conference: Service in the World of Artificial Intelligence and Digital Technologies

    Posted 11 days ago

    2021 Frontiers in Service Conference:  

    Service in the World of Artificial Intelligence and Digital Technologies 


    July 9-11, 2021 

    Virtual on Zoom 


    The theme of the 2021 conference is "Service in the World of Artificial Intelligence and Digital Technologies." It will take place July 9-11, 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.  Please submit your abstract (Maximum 450 words) via this link: 

    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.

    For more information about the conference, visit 


    Please direct any questions about Frontiers in Service 2021 Conference to


    Tentative Schedule 

    *all in EST  

    Day 1 and Day 2 have full day schedules, while Day 3 has only morning sessions, ending with awards over lunch on Day 3 


    09:00 – 09:40 am 



    09:40 – 10:20 am 



    10:20 – 10:40 am 



    10:40 – 11:00 am 

    Concurrent sessions   

    11:05 – 11:25 am 

    Concurrent sessions   

    11:30 – 11:50 am 

    Concurrent sessions   

    12:00 – 01:00 pm 

    Lunch Break 

    01:00 – 01:40 pm 


    01:40 – 02:20 pm 


    02:20 – 02:40 pm 


    02:40 – 03:00 pm 

    Concurrent sessions   

    03:05 – 03:25 pm 

    Concurrent sessions  

    03:30 – 03:50 pm 

    Concurrent sessions   

    04:10 – 05:00 pm 

    Keynote Panel   



    Dr. Xueming Luo
    Charles Gilliland Distinguished Chair Professor of Marketing, Strategy, and MIS
    Founder/Director of Global Center on Big Data and Mobile Analytics
    Fox School of Business, Temple University
    Philadelphia, PA 19122