Succeeding through
Service Innovation
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Acknowledgements
The organising committee would like to thank all the attendees and correspondents who took time to participate in the Cambridge SSME Symposium. We are grateful to those who spent further time reviewing earlier versions of this document. We are indebted to those who took part in the several teleconference discussions during the consultation period. In particular, the organising committee would like to dedicate this document to the memory of Christopher H. Lovelock, a pioneer of service research and education, who provided us with tremendous support throughout the project.
During the consultation period, 115 people from over 20 countries provided us with their feedback, some of which was of a similar size to the original discussion paper. We wish to thank these respondents for their time and support.
We would like to thank colleagues in the IfM and IBM who provided assistance for the project: Kate Wilson, Jenny Morgan, Cristina Payan, Nick Mann, Huw Richards, Clare Gilmour, Greg Golden, Bipasha Ray, Jai Menon, Susan Tuttle, Emma Bevan, Jo Griffiths, Ann Grady, Bill Hillier, Peter Templeton, Lewis Grantham, Giles Hainsworth, Jackie Stewart, Kristina Stephenson and Sarah Brown.
Financial support for the symposium and this document was received from IBM, BAE Systems as well as NSF grant IIS-0527770. Many other individuals and organisations contributed time and effort.
Symposium attendees
- Kevin Bishop - IBM
- Greg Bolan - BAE systems
- David Bowen - Thunderbird School of Global Management
- Chris Cromack - IBM
- Ray Fisk - Texus State University - San Marcos
- Steve Evans - Cranfield University
- Walter Ganz - Fraunhofer Institute for Industrial Engineering
- Mike Gregory - University of Cambridge
- Bob Johnston - University of Warwick
- Jos Lemmink - University of Maastricht
- Christopher Lovelock - Yale University
- Michael Lyons - BT
- Linda Macaulay - University of Manchester
- Duncan McFarlane - University of Cambridge
- Larry Menor - University of Western Ontario
- Andy Neely - Cranfield University
- Guangjie Ren - University of Cambridge
- Scott Sampson - Brigham Young University
- Jim Spohrer - IBM
- Philip Stiles - University of Cambridge
- Steve Street - IBM
- Paul Tasker - BAE systems
- Jonathan Throssell - Rolls-Royce
- Steve Vargo - University of Hawaii
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Correspondents
- Steve Baron - University of Liverpool
- Mary Jo Bitner - Arizona State University
- Steve Brown - Arizona State University
- Richard Chase - University of South California
- Michael Davison - IBM
- Bo Edvardsson - Karlstad University
- Robert J. Glushko - UC Berkeley
- Christian Gronroos - Hanken Swedish School of Economics
- Evert Gummesson - Stockholm University
- Uday Karmarkar - UCLA
- Doug Morse - Oracle
- Roland Rust - University of Maryland
- Chris Voss - London Business School
Organising Committee
Co-chairs
- Mike Gregory, University of Cambridge
- Jim Spohrer, IBM
Members
- Kevin Bishop, IBM
- Michael Davison, IBM
- Bob Johnston, Warwick Business School
- Linda Macaulay, University of Manchester
- Duncan McFarlane, University of Cambridge
- Andy Neely, Cranfield University
- Guangjie Ren, University of Cambridge
- Steve Street, IBM
- Paul Tasker, BAE systems
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Respondents
During the consultation period, 115 people from over 20 countries provided us with their feedback, some of which was of a similar size to the original discussion paper. We wish to thank these respondents for their time and support.
Respondent list in alphabetical order
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