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EurOMA 2017: Tourism, Culture & HO; Edinburgh, GB, 01.-05-07.2017
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Written by Joachim Willms [Managing Director]   

Call for Papers for

EurOMA 2017 - Special Session on Tourism, Culture and Hospitality Operations

The 24th EurOMA conference will be hosted by the Heriot Watt University from the 1st-5th July 2017, in Edinburgh, Scotland

The Special Session on Tourism, Culture and Hospitality Operations

will be organized by Ross Curran, Sean Lochrie, Kevin O’Gorman and Babak Taheri

This track focuses on service delivery and failure in the tourism and hospitality sectors. Tourism and hospitality services have been an important sector of the world economy for many years. It is also important to notice that service delivery has undergone substantial change in the tourism and hospitality sector. For example, digital services now enable customers to interact with a user interface in the hope of getting simple and desired benefits. Meanwhile, in the services marketing realm, it is common to hear stories of customer service woes. For instance, when a customer encounters a problem in the service world, he/she may become disengaged and stop buying from that company or switching over to another service provider. As a result, it is important for service providers to capture their customers’ needs and actively engage them in the service delivery process. Tourism and hospitality service providers should also focus on evaluations of responses to complaints, but also motivate customers to take an active role in overcoming a co-created failure, thus assuming a perceived responsibility for the flawed tourism and hospitality service(s).

The track organizers are particularly interested in papers that address the following sub themes with contextual focus on tourism and hospitality services:
  • Customer evaluations of complaint handling experiences
  • Post-consumption emotions and perceived justice
  • Customer evaluations of travel/tourism/hospitality operators’ responses to their complaints
  • Services failure and recovery encounters
  • Dysfunctional customer behaviour
  • IT-enabled customer service systems
  • Service guarantees (SGs)
  • The dark side of customer co-creation
  • Forecasting tourism and hostility business failure
The Arctic in World Affairs: A North Pacific Dialogue on the Arctic in the Wider World - eBook
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Written by Joachim Willms [Managing Director]   
New Publication as PDF - Download is free of charge:


KMI/EWC series on The Arctic in World Affairs
(Busan, Republic of Korea: Korea Maritime Institute; Honolulu: East-West Center, December 2015); xvi, 452 pp.

The Arctic in World Affairs: A North Pacific Dialogue on the Arctic in the Wider World addresses six major themes: the U.S. Arctic Council chairmanship program; policy implications of climate change for the nations with Arctic interests; implementation of the polar code; the impacts of shifting world energy markets on Arctic resource development; stewardship of the Arctic Ocean, and healthy communities in the Arctic. Bringing together the contributions of experts from the three North Pacific Arctic coastal states (Canada, Russia, and the United States) and three leading North Pacific non-Arctic states (China, Japan, and Korea), the book goes beyond generalities to identify and evaluate the effectiveness of innovative measures that will contribute to maintaining the Arctic as a zone of peace and promoting sustainable development in the region.

On the U.S. Arctic Council chairmanship program, the book outlines steps already taken by the U.S. as well as plans for continuing progress. It introduces key thematic areas: healthy Arctic communities, Arctic climate change, and Arctic Ocean stewardship.

4th Corfu Symposium on Managing & Marketing Places, Corfu. Greece, 24.-27-04.2017
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Written by Joachim Willms [Managing Director]   
4th Corfu Symposium on Managing & Marketing Places
24-27 April 2017

Let me share this update: The deadline for submission of 1000 word abstracts to the 4th Corfu Symposium on Managing & Marketing Places has been extended to 19th December 2016, which is only 4 weeks away. If you have not yet submitted your abstract, here are 5 reasons to do so, and visit Corfu next April.

#1 The Symposium is organised by the Institute of Place Management
The 4th Corfu Symposium on Managing & Marketing Places to be held on the beautiful Greek island of Corfu between 24
th–27th April 2017 will be organised by the Institute of Place Management, and have the full backing of the IPM’s Responsible Tourism Special Interest Group. Formed in 2006, the Institute of Place Management is the international professional body that supports people committed to developing, managing and making places better. Symposium delegates who are already IPM members will be eligible for a significantly reduced registration rate. IPM members have access to a range of benefits including online access to the Journal of Place Management and Development, access to IPM online resources, regular updates from the Institute, and member discounts for our events. See the IPM website for the various levels of IPM membership.

#2 You can create and demonstrate real impact from your research
Since its inception in 2013, the Corfu Symposium on Managing & Marketing Places has focused on developing strong links between academics and practitioners. Outputs from our past events include articles published in high quality international journals, chapters in edited textbooks, international research collaborations, and funded projects led by our academic delegates that have and will continue to make a real impact on real places. Our strengthened links with the Institute of Place Management will ensure that this impact continues in 2017 and beyond. The IPM is part of Manchester Metropolitan University, and has supported the Symposium each year. Key to the IPM’s involvement has always been a multi-disciplinary approach to the subject of managing and marketing places, and a focus on the relevance of academic enquiry in to these issues to practice. 

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