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Research Areas

Our research covers multiple topics in the area of service management such as technology & innovation, customer loyalty & retention, brand strategy, multi-channel & social media and healthcare services.

Technology & Services

We examine drivers and barriers of technology-intensive services from different perspectives.

Customer Management

Our research mainly focuses on conceptual and empirical aspects of value-oriented customer management.

Multi-Channel Management

We focus on the question, how different communication and sales channels can influence customer experience.

Brand Management

In our studies, we analyze brand perception from different perspectives.

Healthcare Services

Our focus is on complex service encounters, as they exist in health services.

The University for the Information Society