The 2011 Naples Forum on Service, Capri 14-17 June
The 2011 Naples Forum on Service took place in Anacapri and the
Villa Orlando on the very top of the Isle of Capri. An impressively
beautiful conference venue!
The conference is about marketing theory and service management.
The general aim of the Naples Forum on Service, now held for the
second time in Anacapri, is to advance and unify recent contributions
to service research. In particular, service-dominant logic (SDL),
service science, many-to-many marketing and the Viable Systems Approach
(VSA) are seen as key approaches and theoretical frameworks (see
). Keynote speakers, Stepen Vargo, Robert Lusch, Dianne Fodell,
Evert Gummesson, Christian Grönroos, and Håkan Håkansson,
all contributed to the conference by suggesting new advancements
of integrative approaches and theories of such basic elements as,
service, marketing and markets.
In the conference, Arja Kuusisto presented the paper (co-authored
with Mikko Riepula) on the theme: Increasing customer value by service
innovation – towards a conceptual framework. [download,
pdf 117 KB]