2021

Offer of a W3 professorship for Marketing and Service Management at the University of Bayreuth (declined)

Since October 2016

Vicepresident for Research and Junior Researchers

Since 2016

Visiting Professor, Toulouse University Capitole I, Graduate School of Management

Since April 2011

Chairholder of the Chair of Business Administration and Service Management

Winter Semester 2015/2016

Visiting Professor, Marketing Department, Florida State University

October 2013 – October 2016

Vice Dean of the Faculty of Economics

2010

Offers of a W3 professorship for General Business Administration, especially Service Management, at the University of Paderborn (declined) and at the Chair of Business Administration and Service Management at the Catholic University of Eichstätt-Ingolstadt (accepted)

December 2007 – March 2011

Holder of the Junior Professorship for Business Administration, especially Service Management, at the University of Paderborn

January 2003 – October 2007

Research Associate at the Douglas Foundation Chair for Service Management

December 2006

Awarded the academic degree of Doctor rerum politicarum (Dr. rer. pol.) under the supervision of Prof. Dr. Sabine Fließ at the FernUniversität Hagen
Dissertation topic: "The Effect of Service Guarantees on Consumer Behavior. Conceptualization and Empirical Analysis" (German original title: "Die Wirkung von Dienstleistungsgarantien auf das Konsumentenverhalten. Konzeptualisierung und empirische Analyse")

September 1999 – December 2002

Obtained the academic degree of Diplom-Volkswirt (equivalent to a Master's in Economics; focus areas: Marketing, Applied Microeconomics, Economic Policy)

September 1997 – July 1999

Undergraduate studies in Economics at the Rheinische Friedrich-Wilhelms-Universität Bonn

• 2023: 2022 Journal of Service Research Outstanding Associate Editor Award
• 2023: 2022 Journal of Service Research Overall Best Paper Award Finanlist for the article: "The Service-Profit Chain: Reflections, Revisions, and Reimaginations"; with Anja Iseke and Klaus Derfuss
• 2022: KU Preis der Liga Bank-Stiftung für exzellente Lehre für das Lehrkonzept „Return on Service Design & Customer Experience“ (with Ute Braun).
• 09/2018: 2017 AMA SERVSIG Best Article Award für den Artikel: "The Service Profit Chain: A Meta-Analytic Test of a Comprehensive Theoretical Framework", with Anja Iseke, Klaus Derfuss und Tönnjes Eller.
• 06/2018: 2017 Shelby D. Hunt/Harold H. Maynard Award Finalist für den Artikel: "The Service Profit Chain: A Meta-Analytic Test of a Comprehensive Theoretical Framework" with Anja Iseke, Klaus Derfuss und Tönnjes Eller.
• 02/2011: Overall Best Conference Paper Award auf der AMA Winter Marketing Educators' Conference 2011, Austin, TX, für den Beitrag: Assessing the Long-Term Effect of Industrial Services on Firm Profitability: The Moderating Impact of Product Innovations" with Andreas Eggert, Wolfgang Ulaga und Eva Münkhoff.
• 11/2008: Förderpreis der FernUniversität in Hagen
• 06/2006: AMA SERVSIG - Liam Glynn/ASU Center for Services Leadership Research Award

• Future Mobility / Smart City
• Smart Services
• Design of the Employee-Customer Touchpoint / Service-Profit Chain
• Recovery and Innovation Management
• Management of Customer Integration / Co-Creation Processes
• Management of Industrial Services and Solutions

• American Marketing Association (AMA)

•  European Marketing Academy (EMAC)
• Verband der Hochschullehrer für Betriebswirtschaft e.V.

• Journal of Service Research (Associate Editor)

• Journal of Business Research (Associate Editor)

• Journal of Service Management (Member of the Editorial Board)

• Journal of Service Theory and Practice (Member of the Editorial Board)
• Journal of Marketing
• Journal of Marketing Research

• Journal of the Academy of Marketing Science

The full list of publications can be found on our publications site.