Service Research
For a full listing of Jochen's research, see his ResearchGate and Google Scholar accounts
Jochen’s research has focused on
- Service Research
- Intelligent Automation, AI & Service Robots
- Platform Business Models
- Corporate Digital Responsibility & Consumer Privacy
- Cost-Effective Service Excellence
- Service Products & Productizing Services
- Capturing Value in Advanced Service Economies
- Service Revolution & Innovation
- Luxury Services
- Referral Reward Programs
- Revenue Management & Pricing of Services
- Managing People for Service Advantage
- Customer Loyalty, Engagement & Share of Wallet
- Customer Feedback Systems
- Service Recovery, Complaint Handling & Service Guarantees
- Customer Cheating & Opportunistic Claiming
- Customer Satisfaction with Services
- Designing ServiceScapes