The chair of Services Management's field of research

The Chair’s focus of research can be divided into three main fields: Service Design, Sales Management and Customer Relationship Management.

  • The field of Customer Relationship Managementaddresses consumers’ behavior. Based on a profound understanding of impact and reaction mechanisms, the emphasis of the subject discusses value oriented customer relation-maintenance throughout the life cycle of customer relationships.
  • The emphasis of Sales Management focuses on problems concerning the choice - and management of specific coordination forms of services. The conceptual framework of the Service-Profit-Chain analyzes coherences and interdependencies between management, sales person and customers.
  • The examination of alternative forms of service design as well as the analysis and optimization of service processes will be discussed in the research subject Services Design.

  last changed 26.08.2014
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