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Education
Dr., Ludwig-Maximilians-University
Munich
MBR, Ludwig-Maximilians-University Munich
Dipl.-Math., Humboldt University, Berlin
Dipl.-Kfm., Humboldt University, Berlin
Areas of Expertise
Service Marketing, e-services, social networks, Innovation, Consumer Behavior, Market Research
Courses Taught
Principles of Marketing, Service Marketing, Integrated Marketing Communication, Internet Marketing, Market Research, Decision in
Consumer Industries, Branding Strategy and Communication.
Research Interests
E-Services, Social Networks, Innovation, Communication and
Service Research, Research Methods
Selected Publications
Visualization of Competitive Market Structure by
Means of Choice Data, in: Computational Statistics,
2(21), 2007
Managing Overall Service Quality in Customer
Care
Centers - Empirical Findings of a Multi-Perspective
Approach, in: International Journal of Service Industry
Management (IJSIM), 2(16), 2005,
135-152 (co-author Roland Kantsperger)
Perceived Innovativeness - Empirical
Findings of a Cross-Industrial Study, in: Conference Proceeding
34th
European Academy of Marketing Association conference EMAC
2005, (co-author Bernd Schmitt, Anton Meyer)
Professional Activities
Professional services for Academic
Associations, Journals and Conferences
Many consulting projects and executive teaching courses on
customer satisfaction, brand building, innovation, service
and quality management to private and public sector organizations.
Honors
Dissertation Excellence Award of the Ludwig-Maximilians-University
in 2005
2004 Best-paper award at the 9th International
Research Symposium of Service Excellence in Management (QUIS)
in Karlstad,
Sweden, July 2004
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