Apologies for cross-postings of this announcement

 

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CALL FOR PAPERS

Forty-Forth Annual Hawai'i International Conference on System Sciences (HICSS-44)

January 4 - 7, 2011 (Tuesday-Friday)

The Grand Hyatt Kauai Resort & Spa on Kauai

http://kauai.hyatt.com/hyatt/hotels/index.jsp

 

Track: Internet and the Digital Economy

Minitrack: Collaborative Commerce

 

 

Topics of Interest: Collaborative commerce

Electronic Customer Relationship Management

The conduct of business using internet technologies, often referred to as electronic commerce (e-commerce), continues to be a significant, pervasive issue for both enterprises and customers. eCommerce is comprised of two relationship types: those between enterprises and customers; and those between and among enterprises.  It is the former this minitrack addresses.  Fundamentally eCRM concerns attracting and keeping “Economically Valuable” customers and repelling and eliminating “Economically Invaluable” ones. We are on the threshold of a shift from a transaction-based economy to a ‘relationship-based economy’. 

 

The continuing importance of managing customer relationships in eCommerce and mCommerce is the stimulus for this minitrack.  There are 8 major non-mutually-exclusive topics within this minitrack. Each major topic is composed of minor ones, due to the complexity and richness of eCRM issues that need to be researched. The proposed mini-track in particular invites papers that address the business value of e-CRM.

 

Potential topics include but are not limited to:

1.      Business Performance Issues in eCRM

2.      eCRM within Markets

3.      eCRM within Business Models

4.      Knowledge Management for eCRM

5.      eCRM Technological Issues

6.      eCRM Human Issues

7.      Security and Privacy Issues in eCRM

8.      Case Studies and Demonstrations of 'Real World' eCRM and Applications

 

Delivering Online Service – The Role of ICT

Complementary to the importance of managing customer relationships is the requirement to delivery quality service. Currently the nature of service delivery is undergoing extensive change. Increasingly customers are interfacing directly with ICT systems and applications, or dealing with the organisation via ICT-mediated channels rather than face-to-face. Many IT-mediated services do not involve a direct financial exchange, which is a further difference from traditional face-to-face service.  This mini-track explores the way that ICT is changing the nature of the customer service experience, and business models of customer management and service delivery.

 

We are interested in theoretical and empirical papers, including case studies. Most importantly, we are interested in building a dialogue that will provide new insights about customer management and service delivery.

 

Potential topics include but are not limited to:

• The changing nature of customer service quality in an ICT-mediated environment – how do services change without a human agent?
• New technologies for service delivery e.g. SMS
• Service quality in web portals
• Niche portals e.g. human resources, consumer health portals
• Web 2.0, communities, and services
• Service delivery in the multi-channel organization
• Self-service technologies
• User perceptions of the self-service experience, including perceptions of trust and risk and self-service role
• New methods and metrics for assessing services quality in an ICT-mediated context
• Developing customer loyalty and building a service brand in online environments

 

 

Co-chairs

Mary Tate * Corresponding mini-track chair

School of Information Management                  

Victoria University of Wellington                      

PO Box 600                                                    

Wellington, New Zealand

Phone: +64 4 463-5265  Fax: +64 4 463-5446   mary.tate@vuw.ac.nz

 

Beverley Hope

School of Information Management                  

Victoria University of Wellington                      

PO Box 600                                                    

Wellington, New Zealand

Phone: +64 4 463-5528  Fax: +64 4 463-5446   beverley.hope@vuw.ac.nz

 

Nicholas C. Romano, Jr.
Associate Professor
William S.  Spears School of Business
Oklahoma State University

700 North Greenwood Avenue

Tulsa, OK 74106-0700 USA

PHONE: (918) 594-8506  FAX: (918) 594-8281  MAIL: nicholas.romano@OKState.EDU

 

Jerry Fjermestad
Associate Professor
School of Management
New Jersey Institute of Technology
University Heights
Newark NJ 07102
Tel: (973) 596-3255 Fax: (973) 596-3074  EMAIL: fjermestad@adm.njit.edu

 

 

HICSS conferences are devoted to the most relevant advances in the information, computer, and system sciences, and encompass developments in both theory and practice. Accepted papers may be theoretical, conceptual, tutorial or descriptive in nature. Those selected for presentation will be included in the Conference Proceedings published by the IEEE Computer Society, and carried by Explore, the IEEE Digital Library ( http://computer.org/press). Submissions must not have been previously published or be under submission elsewhere; all submissions undergo a double-blind peer referee process.

 

Important Deadlines:

* >From now to June 1 [Optional]: Prepare Abstracts. Then, contact Minitrack Chairs for guidance and indication of appropriate content.

* June 15: Authors submit full papers by this date, following the author instructions (http://www.hicss.hawaii.edu/hicss_44/apahome44.htm). All papers will be submitted in double column publication format and limited to 10 pages including diagrams and references. HICSS papers undergo a double-blind review (June15 - August15); therefore, this submission must be without author names.

* August 15: Acceptance notices are emailed to authors by the Review System. (Make sure your server accepts the address.) At least one author of each accepted paper must immediately make plans to attend the conference, including initiating fiscal, visa, or other travel guarantees.

* September 15: Authors submit Final Version of papers following submission instructions posted on the HICSS website. At least one author of each paper should register by this date. This is the Early Registration fee deadline.

* October 15: Papers without at least one registered author will be deleted from the Proceedings; authors will be so notified by the Conference Office.

 

Instructions for Paper Submission:

* Submit your full manuscript by June 15, and if accepted, submit the Final Version by Sept 15, according to detailed instructions posted on the HICSS website.

* An individual may be listed as author or as a co-author on a maximum of

6 submitted papers. Authors may not be added after submission unless approved by the appropriate Track Chair.

* HICSS papers must contain original material not previously published, nor currently submitted elsewhere.

* You may submit a paper to only one minitrack. Duplicate submissions may be rejected by any or all minitracks, without consultation with author. If you are unsure of which minitrack is appropriate, please submit an abstract to the Track Chair(s) for guidance.

* HICSS will conduct double-blind reviews of each submitted paper.

Therefore, author name(s) are not to be included on the manuscript during the June 15 submission process.

 

Additional details may be found on HICSS primary website:

http://www.hicss.hawaii.edu