All Session Tracks

• Track 01 – Innovations in Services Marketing
  This track explores cutting-edge strategies and methodologies in services marketing that drive customer engagement. Emphasis will be placed on innovative practices that enhance service delivery and customer satisfaction. Aligned SDGs: SDG 8 – Decent Work and Economic Growth  |  SDG 9 – Industry, Innovation and Infrastructure  |  SDG 12 – Responsible Consumption and Production
• Track 02 – Customer Experience Management
  This session focuses on the frameworks and tools for effectively managing customer experiences across various service touchpoints. Participants will discuss best practices for optimizing the customer journey to foster loyalty and retention. Aligned SDGs: SDG 8 – Decent Work and Economic Growth  |  SDG 12 – Responsible Consumption and Production
• Track 03 – Service Design and Quality
  This track examines the principles of service design and its impact on service quality and customer satisfaction. Discussions will include methodologies for creating user-centered service experiences that meet evolving customer needs. Aligned SDGs: SDG 9 – Industry, Innovation and Infrastructure  |  SDG 12 – Responsible Consumption and Production
• Track 04 – Relationship Marketing in Services
  This session delves into the significance of relationship marketing in enhancing customer loyalty and long-term engagement. Scholars will present research on strategies that build and maintain strong customer relationships in service contexts. Aligned SDGs: SDG 8 – Decent Work and Economic Growth  |  SDG 12 – Responsible Consumption and Production
• Track 05 – Service Branding Strategies
  This track investigates the role of branding in the service industry and its influence on customer perceptions and loyalty. Participants will analyze case studies that highlight effective branding strategies in various service sectors. Aligned SDGs: SDG 8 – Decent Work and Economic Growth  |  SDG 12 – Responsible Consumption and Production
• Track 06 – Metrics for Service Excellence
  This session focuses on the development and application of metrics to evaluate service quality and customer satisfaction. Researchers will share insights on how to effectively measure and enhance service performance. Aligned SDGs: SDG 9 – Industry, Innovation and Infrastructure  |  SDG 12 – Responsible Consumption and Production
• Track 07 – Digital Transformation in Services
  This track explores the impact of digital technologies on service delivery and customer experience. Discussions will center on how organizations can leverage digital tools to innovate and improve service offerings. Aligned SDGs: SDG 9 – Industry, Innovation and Infrastructure  |  SDG 12 – Responsible Consumption and Production
• Track 08 – Service Innovation and Differentiation
  This session examines the role of innovation in creating differentiated service offerings that stand out in competitive markets. Participants will discuss frameworks for fostering a culture of innovation within service organizations. Aligned SDGs: SDG 8 – Decent Work and Economic Growth  |  SDG 9 – Industry, Innovation and Infrastructure  |  SDG 12 – Responsible Consumption and Production
• Track 09 – Customer Journey Mapping
  This track focuses on the methodologies for mapping customer journeys to identify pain points and opportunities for enhancement. Scholars will present research on the implications of journey mapping for improving service experiences. Aligned SDGs: SDG 8 – Decent Work and Economic Growth  |  SDG 12 – Responsible Consumption and Production
• Track 10 – Service Operations and Strategy
  This session investigates the intersection of service operations and marketing strategy in driving organizational success. Participants will explore operational frameworks that align with marketing objectives to enhance service delivery. Aligned SDGs: SDG 8 – Decent Work and Economic Growth  |  SDG 9 – Industry, Innovation and Infrastructure  |  SDG 12 – Responsible Consumption and Production
• Track 11 – Experience Innovation in Services
  This track highlights the importance of experience innovation in developing services that resonate with customers. Discussions will include emerging trends and practices that redefine customer interactions in service environments. Aligned SDGs: SDG 8 – Decent Work and Economic Growth  |  SDG 12 – Responsible Consumption and Production

Alignment with the Sustainable Development Goals
Alongside its academic focus, the conference promotes responsible research, ethical practice and knowledge-driven development. Its session tracks collectively contribute to the following United Nations Sustainable Development Goals.

• SDG 8
  Decent Work and Economic Growth
• SDG 9
  Industry, Innovation and Infrastructure
• SDG 12
  Responsible Consumption and Production