The research of the Chair of Service Management focuses on the continuous improvement of the understanding of customer needs and the resulting demands on the customer orientation of companies. Our research focuses on innovation management, customer relationship and sales management as well as brand management. We often work interdisciplinary with colleagues from the engineering sciences and (business) informatics on challenging and practical questions. In teaching, we distinguish ourselves through the close integration of our main research areas with the courses offered.
Based on the respective questions, we design research models and test them with a suitable empirical approach. We have a pronounced competence in the application of research methods. Our qualitative spectrum of methods includes in-depth interviews, focus groups and design thinking approaches. In the field of quantitative research methods we use laboratory and real experimental approaches and conduct field research. We evaluate the resulting data using variance analysis, covariance-based structural equation models and multi-level models.
Our research focuses on the contexts of "mobility", "communications- and data-based services" and "sports marketing and sponsoring". For these contexts, we develop innovative solutions for current challenges in business practice.