New Frontiers in Service Research: Excellence for Sustainability in the Age of AI

The Faculty of Law and Management, University of Mauritius with the collaboration of the World Trade Organisation (WTO) Chairs programme and the International Center for Sustainable Tourism and Hospitality (ICSTH) hosted the 13th International Research Symposium in Service Management 2025 (IRSSM 13) from the 15th to 18th July 2025 at The Ravenala Attitude, Balaclava, Mauritius.

 It has been an immense pleasure to welcome His Excellency, Mr Dharambeer Gokhool, G.C.S.K, President of the Republic of Mauritius, as our Guest of Honour to address the ongoing 13th International Research Symposium in Service Management (IRSSM13) — being held for the second time in Mauritius after 15 years.

Dr Louis Jean Claude Autrey, G.C.S.K., C.S.K., Chancellor of University of Mauritius and Professor Sanjeev Kumar Sobhee, FREcon, Vice‑Chancellor, University of Mauritius were present for this momentous symposium.

It was a great privilege to have Dr. Rama Krishna Sithanen G.C.S.K., Governor of the Bank of Mauritius in our midst as Guest Speaker on 16th July 2025 to share his thought-provoking insights on “How Disruptive Technologies will transform Banking, Finance and Money?” The Governor has enlightened how digital technology is transforming the currency, banking and finance landscape and how policy makers should adapt to remain relevant by seizing opportunities while mitigating risks.  It was a privilege to welcome another eminent guest speaker, Mr Ashish Modak, CEO, EMEA from The Lux Collective on 17th July 2025 to share his stimulating insights on ‘Emotional and Service Connection – a journey’.

Professor Boopendra Seetanah, Dean of Faculty of Law and Management, Professor Thanika Devi Juwaheer and Associate Professor (Dr) Viraiyan Teeroovengadum, the local co-chairs of IRSSM13 have been at their forefront for consolidating IRSSM13 as an inspiring academic conference that has enabled several stakeholders to discuss and share their ideas on the various opportunities, issues and challenges with regards to achieving and sustaining service excellence.  The local organising team members for IRSSM13 were Dr Rajesh Sannegadu, Dr Vanisha Hanuman-Oogarah, Dr Sharmila Pudaruth, Mr Indeeren Vencatachellum, Mr Lomendra Vencataya, Professor Robin Nunkoo, Mr Mathew Lamport, Dr Eric Bindah and Dr Priya Gunesh.

IRSSM13 has brought together eminent researchers, distinguished international mentors and global leaders for inspiring discussions and actionable insights on AI, service innovation and transformation.  Several outstanding international professors, (Professor Jay Kandampully, The Ohio State University, USA, Professor David Solnet, The University of Queensland, Australia, Professor Allard Van Riel, University of Hasselt, Belgium, Professor Anil Bilgihan, Florida Atlantic University, USA and Professor Srikanth Beldona, University of Delaware, USA) shared their knowledge as eminent mentors during the symposium to establish and sustain the service research mindset among the academic community.

The symposium has also emphasised on a tailor-made Research Advancement Workshop (RAW) to empower doctoral students, young researchers and scholars with the tools, techniques and insights necessary to conduct robust and impactful research across diverse fields.  The workshop was organised on 15th July 2025 at the University of Mauritius.

The conference has also featured a dynamic industry expert panel from diverse sectors. The panel included Dr. Maleika Heenaye-Mamode Khan (Dean FOICDT, UoM) from Education, Mr Sandeep Mohapatra (Head of Digital Transformation, ABSA), Mrs Jessica Naga (CEO, MINDEX) from Financial Services, Mr Vidia Mooneegan (Managing Director, DAYFORCE) from IT, Dr Kevin Teeroovengadum (Consultant, C-CARE) from Healthcare, and Mr Ashok Bhugoo (MD, LUX) from Tourism & Hospitality. This engaging session facilitated a rich exchange of perspectives between academia and practice on leveraging AI across these diverse industries. An interactive professional development programme with the theme ‘Service Transformation in the age of AI’ was crafted for participants to understand the opportunities and challenges in the service sector in the age of AI. 

Professor Robin Nunkoo has championed the ‘Meet the Editors Session’ with ground-breaking ideas for optimising on research publication and ensuring quality standards in research.  IRSSM13 contributed to promote Mauritius as a preferred conference destination for many international delegates from several countries such as USA, India, Australia, Spain, Italy, Dubai, South Africa, Malaysia, and Greece. 

The Award Ceremony was held at Assiette D’antan, Moka and all the delegates, scholars, practitioners had the opportunity for further networking during the Gala Dinner.