The first afternoon of the conference I presented a research project on Customer Relational Benefits. My co-authors are Yves Van Vaerenbergh (Belgium), Lisa Bruggen (The Netherlands), and Kevin Gwinner (Kansas State).
The next day I presented a different project, entitled "Delivering Bad News to Customers in Service Encounters: An Employee Perspective." Unfortunately, I accidentally hit the computer restart button during the presentation and, as a result, I had to conduct the last third of the presentation without any PowerPoint slides. Now THAT is "bad news!"