2009 INFORMS International Conference on Service Science
August 6-8, 2009

The service sector now accounts for more than 50 % of human resources in developed economies. To echo this shift, the INFORMS Service Science conference aimed to bring together researchers and practitioners to discuss issues, identify challenges and future directions.

The conference was hosted by INFORMSand the Industrial Engineering and Logistics Management Department at the Hong Kong University of Science and Technology (HKUST). It was well attended by representatives from more than 40 countries.

A research paper, authored by Prof. Nilanjan Chattopadhyay and PGDM-IM participant Mr. Anindya Sundar Ghosh, titled ' DIY of Customer Service : Mobile Phone Industry in India' was presented at the conference. This paper analysed the as-is state of implementation of the self-service mode of customer service from the SSME point of view. Apart from presenting the paper, Prof Nilanjan Chattopadhyay also chaired the session titled 'Empirical and Industrial Study', where scholars from China, Taiwan, Germany presented their research findings.