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EurOMA 2017: Tourism, Culture & HO; Edinburgh, GB, 01.-05-07.2017 PDF Print E-mail
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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

Call for Papers is Now Open

Submission closes January 24, 2017

Please click here for further details on submitting an abstract for the 2017 Conference

Please click here for further instructions on preparing an abstract.

The 24th EurOMA conference, will be hosted by Heriot Watt University, Edinburgh. The hosts are delighted to invite you to:

  • submit your own paper
  • attend the doctoral seminar
  • attend the publishing workshop (N.B. this excellent resource is open to everyone from student to Professor)
  • attend the young scholars workshop (No, not you Professor!)
  • join the company and site visits

In addition EurOMA’s typically broad selection of topics this year includes our conference theme of inspiring operations management. Above all we seek papers that adopt an engaged approach to bring new insight, whether from the centre or the peripheral boundaries of knowledge, in the field of operations management.

EurOMA 2017 will be mobile and app based including the conference schedule, maps and social media interactions.


Abstract guidelines

Please see below for the 2017 abstract submission guidelines:

Download the EurOMA 2017 Abstract Guidelines

Download the EurOMA 2017 Abstract Template


We welcome papers addressing a variety of operations management topics and in particular those that fit under the special sessions. Although the theme provides a special focus for the conference, all the usual broad areas of operations and supply chain management will be addressed:

1. Behavioral Operations
2. Capacity Planning and Control
3. E-business and Operations
4. Empirical Modelling and Simulation
5. Empirical Research in Operations Management
6. Global Operations and Strategic Sourcing
7. Healthcare Operations Management
8. Humanitarian Operations and Crisis
9. Innovation, Product and Service Development
10. Information Systems in Operations
11. Inventory Management
12. Lean and Agile Operations
13. Logistics Management and Physical Distribution
14. Managing Change in Operations
15. Managing Inter-firm Relationships in Supply Chains
16. Managing the Operations Interface within Organisations
17. Mass Customization
18. Negotiations and conflicts in decentralized supply networks
19. Next generation operations
20. Operations Innovation
21. Operations Management in Regional Economies
22. Operations in the Public Sector
23. Operations Planning, Scheduling and Control
24. Operations Risk Management and Resilience
25. Operations Strategy
26. Performance Measurement and Management
27. Plant Location, Design and Layout
28. Project Management
29. Purchasing and Procurement
30. Reliability and Maintenance
31. Retail Operations
32. Revenue Management in Operations
33. Sales & Operation Planning
34. Service Operations Management
35. Servitization
36. Special Sessions
37. Supply Chain Management
38. Supply Network Design
39. Sustainability in Operations and Logistics (including CSR)
40. Teaching and Learning in Operations Management (incl. Cases, Games and Simulations)
41. Technology Management in Operations
42. Total Quality Management, Kaizen and Six Sigma

Best Paper Awards

EurOMA recognizes excellent research. If you think your paper could be considered for one of the best paper awards, please see Best Paper Awards.

Contact details of the session organizers:

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