Professor Klaus Schoefer
Chair in Marketing, Head of the Services Marketing Research Group & Deputy Director of Research
- Email: firstname.lastname@example.org
- Telephone: +44 (0) 191 208 1681
- Address: Floor 8, Room 8.04
Newcastle University Business School
5 Barrack Road
Newcastle upon Tyne
Professor Schoefer joined NUBS in March 2010, having previously served at the University of Vienna's Department of Business Administration and the Nottingham University Business School. He holds a Ph.D. in Marketing and obtained the venia docendi (Habilitation - Dr. habil.) in Business Studies. His research relates predominantly to the field of services marketing where he focuses on service failure/recovery-related issues. Characteristic of his work is its quantitative orientation and the examination of cross-cultural variations where appropriate. His work has appeared, amongst others, in the Journal of Service Research [ABS4*], British Journal of Management [ABS4*], Industrial Marketing Management [ABS3*] and the European Journal of Marketing [ABS3*].
Roles and Responsibilities (Past and/or Present)
- Chair of the Marketing Subject Board of Studies (2010-2013)
- Ex officio member of the Business School's Executive Board (2010-2013)
- Head of the Marketing Subject Group (2010-2013)
- Chaired Professor of Marketing (2010-present)
- Ex officio member of the Research and Knowledge Exchange Committee (2010-present)
- Head of the Services Marketing Research Group (2013-present)
- Acting PhD Convenor for Marketing (2016)
- Deputy Director of Research (2017-present)
- Elected member of the University's Senate (2015-present)
- Industriekaufmann, Chamber of Commerce, Rhineland-Palatinate, Neustadt/Wstr. (Germany): 1990
- Dipl.-Bw. (FH) in Management und Rechnungswesen/Controlling, University of Applied Sciences Ludwigshafen (Germany): 1996
- M.A. in Corporate Strategy and Governance, University of Nottingham (UK): 1998
- Ph.D. in Marketing, University of Nottingham (UK): 2002
- Habilitation (Dr. habil.) in Business Studies (focus on Marketing), University of Vienna (Austria): 2009
- Ed.D. (cand.) in Higher Education Pedagogy/Management Education, University of Newcastle (UK): ongoing
- 2004-2009 Assistant/Associate Professor, University of Vienna, Austria
- 2003-2004 Lecturer, University of Nottingham, UK
- 2002 Management Consultant, Accenture, Kronberg, Germany
- 1991-1994 Industriekaufmann, Julius Fillibeck Soehne GmbH & Co. KG, Neustadt/Wstr., Germany
- 1990-1991 National Service, German Armed Forces, Ellwangen/Jagst, Germany
- 1987-1990 Apprenticeship as an Industriekaufmann, Julius Fillibeck Soehne GmbH & Co. KG, Neustadt/Wstr., Germany
- External Examiner, MSc in Global Marketing, The York Management School (2017-present)
- Academy of Marketing UK
- European Marketing Academy (EMAC)
- German Academic Association for Business Research (VHB)
Key Research Output
- Factors influencing the acceptance of self-service technologies: a meta-analysis (together with Markus Blut and Cheng Wang), Journal of Service Research [ABS: 4*; VHB-JOURQUAL: A; ABCD Journal Quality List: A*; 5-Year Impact Factor: 6.857] Winner of the JSR Best Paper Award 2017.
- Do professional service firms benefit from customer and supplier collaborations in competitive, turbulent environments? (together with Nima Heirati, Aron O'Cass and Vida Siahtiri), Industrial Marketing Management [ABS: 3*; VHB-JOURQUAL: B; ABCD Journal Quality List: A*; 5-Year Impact Factor: 4.402]
- Extending service brands into products versus services: multilevel analyses of key success drivers (together with Christina Sichtmann, Markus Blut, and Charles Kemp), European Journal of Marketing [ABS: 3*; VHB-JOURQUAL: C; ABCD Journal Quality List: A*; 5-Year Impact Factor: 2.686]
- A typology of consumers' emotional response styles during service recovery encounters (together with Adamantios Diamantopoulos), British Journal of Management [ABS: 4*; VHB-JOURQUAL: B; ABCD Journal Quality List: A*; 5-Year Impact Factor: 2.982]
- Cultural moderation in the formation of recovery satisfaction judgments: a cognitive-affective perspective, Journal of Service Research [ABS: 4*; VHB-JOURQUAL: A; ABCD Journal Quality List: A*; 5-Year Impact Factor: 6.857]
- The role of emotions in translating perceptions of (in)justice into postcomplaint behavioural responses, Journal of Service Research [ABS: 4*; VHB-JOURQUAL: A; ABCD Journal Quality List: A*; 5-Year Impact Factor: 6.857]
- Service Failure/Recovery
- Service Experiences
- Service Innovation
- Service Branding
- Customer Dis/Satisfaction
Professor Schoefer regularly reviews manuscript submissions for a number of academic journals (e.g., Journal of Retailing, Journal of Service Research, Journal of Business Research, European Journal of Marketing, International Marketing Review, International Business Review, Industrial Marketing Management, Managing Service Quality, Journal of Interactive Marketing, Journal of Consumer Behaviour, BuR - Business Research and Marketing ZFP – Journal of Research and Management) as well as for various scholarly Marketing Conferences (e.g., European Academy of Marketing Conference, Academy of Marketing Science Annual Conference, SERVSIG, and Academy of Marketing Conference). In addition to this, he acts as an ad hoc reviewer for research grant applications submitted to the Austrian Nationalbank (OeNB).
- Julija Dzenkovska (Start: academic year 2014/15): Customer Experience [*Recipient of the Sharon E. Beatty Best Services Marketing Proposal Award 2015]
- Charles Kemp (Start: academic year 2014/15): Brand Extensions
- Ruby Zhang (Completion: 2018): Customer Rage
- Chutinida Phalusuk (Start: academic year 2014/15): Service Failure/Recovery [*Recipient of the Sharon E. Beatty Best Services Marketing Proposal Award 2016]
- Nora Alomar (Start: academic year 2015/16): Ethnic Advertising
- Abraham Joseph (Start: academic year 2016/17): Corporate Branding
- Koblarp Chandrasapth (Start: academic year 2017/18): Online Consumer Communities
- Lars Ostergaard (DBA, 2010): "Optimizing retail banking channels for mass-market customers in Denmark" [Grenoble Ecole de Management]
- Hector Gonzalez Jimenez (PhD, 2014): "An empirical investigation of how the impact of the four self-congruity types on brand attitude varies depending on an individual's self-construals, cosmopolitan and local orientation" [University of Bradford School of Management]
- Sean B. Chung (PhD, 2014): "The role of culture in service quality: a cross-national study in the United Kingdom and Trinidad & Tobago" [Alliance Manchester Business School]
- Jun "Maria" Luo (PhD, 2016), "From anger to aggressive behaviour: a systematic analysis of that factors that influence the process" [Nottingham University Business School China]
- Wardah Hakimah Haji Sumardi (PhD, 2017), "Transformative service and the sense of wellbeing: a study of ESOL programme and its impact on the lives of immigrants in the UK" [Alliance Manchester Business School}
- Prof Christina Sichtmann (University of Vienna, Austria)
- Prof Markus Blut (Aston Business School, UK)
- Dr Nima Heirati (Queen Mary University of London, UK)
- Prof Fraser McLeay (Sheffield University Management School, UK)
- Dr Mayoor Moyan (Vriginia Commonwealth University, USA)
- Prof Brian P. Brown (Virginia Commonwealth University, USA)
- Dr Marek Gnusowski (Poznan University of Economics, Poland)
- Dr Anders Wappling (Northumbria University, UK)
- Dr Xuemei Bian (Kent Business School, UK)
- Prof Martin Liu (Nottingham University Business School China)
- Dr Maria J. Luo (Nottingham University Business School China)
- Dr Christian B. Brunner (University of Reading, UK)
- Prof Fred Lemke (Vlerick Business School, Belgium)
- Cultural variations in responses to service failures (together with Anders Wappling, Nima Heirati and Markus Blut)
- Student interactions (together with Marek Gnusowski)
- Mobile payment (together with Markus Blut and Nima Heirati)
- B2B branding (together with Christina Sichtmann, Mayoor Moyan and Brian P Brown)
- Customer anger (together with Martin Liu, Maria Luo and Markus Blut)
- Customer participation in service design (together with Nima Heirati and Markus Blut)
- Price fairness perceptions (together with Saurabh Bhattacharya)
- Customer evaluations of mobile applications' interface designs (together with Julija Dzenkovska, Nima Heirati and Fred Lemke)
Awards & Prizes
- Nottingham University Doctoral Scholarship Award (1998-2002)
- e-fellows.net Scholarship Award (1998-2002)
- Science Award of the ITB 2004 for Best International Doctoral Thesis
- British Academy of Management Conference 2016 Best Developmental Paper Award - Marketing and Retail
- Journal of Service Research Best Paper Award 2017
Undergraduate Teaching at NUBS [Past and/or Present]
Module leader and teaching contribution to:
- Essentials of Marketing - Part 1 [BA/BSc]
- Services Marketing [BA/BSc]
Postgraduate Teaching at NUBS [Past and/or Present]
Module leader and/or teaching contribution to:
- Marketing [MA]
- Consumer Behaviour [MSc]
- Marketing Research [MSc]
- Customer Relationship Management [MSc/MA]
- Strategic Marketing [MBA]
Doctoral Teaching at NUBS [Past and/or Present]
Module leader and/or teaching contribution to:
- Research Methods [DBA]
- Core Readings in Management and Business Studies [PhD]
- Research Designs in Management and Business Studies [PhD]
- Dzenkovska J, Lemke F, Heirati N, Schoefer K. Customer Experience Quality – Boundaries, Measurement and Management. In: Frontiers in Service Conference. 2017, New York, USA. In Press.
- Dzenkovska J, Lemke F, Heirati N, Schoefer K. Customer Experience Quality: Quo Vadis?. In: 25th International Colloquium on Relationship Marketing. 2017, Munich, Germany.
- Sichtmann C, Schoefer K, Blut M, Kemp C. Extending Service Brands into Products Versus Services: Multilevel Analyses of Key Success Drivers. European Journal of Marketing 2017, 51(1), Epub ahead of print.
- Kemp C, Schoefer K, Blut M, Sichtmann C. The Relevance of Perceived Fit in Symmetric and Asymmetric Brand Extensions. In: British Academy of Management (BAM) Conference. 2017, Warwick, UK.
- Schoefer K, Wappling A, Heirati N. Cultural Variation in Behavioral Responses to Dissatisfactory Services Experiences. In: 11th Royal Bank International Conference. 2016, Wuxi, China.
- Dzenkovska J, Heirati N, Lemke F, Schoefer K. Customer Experience Quality: Preliminary Inquiry Using Repertory Grid Technique. In: 24th International Colloquium on Relationship Marketing. 2016, Toulouse, France.
- Ruby Z, Blut M, Schoefer K. Customer Outrage following Service Failure: A Qualitative Approach. In: European Academy of Marketing Conference. 2016, Oslo, Norway.
- Heirati N, O'Cass A, Schoefer K, Siahtiri V. Do professional service firms benefit from customer and supplier collaborations in competitive, turbulent environments?. Industrial Marketing Management 2016, Epub ahead of print.
- Blut M, Wang C, Schoefer K. Factors Influencing the Acceptance of Self-Service Technologies: A Meta-Analysis. Journal of Service Research 2016, Epub ahead of print.
- Dzenkovska J, Heirati N, Schoefer K, Lemke F. Shaping Customer Experience through the Service, Communication, and Usage Encounters. In: Academy of Marketing Annual Conference 2016. 2016, Newcastle upon Tyne: Northumbria University.
- Phalusuk C, Blut M, Schoefer K, Ness M. Towards a Conceptual Framework for Understanding Customer Evaluations of Service Failure Delivery Network. In: 45th EMAC Annual Conference 2016. 2016, Oslo, Norway.
- Phalusuk C, Blut M, Schoefer K, Ness M. Towards a Conceptual Framework for Understanding Customer Evaluations of Service Failure in Delivery Networks. In: SERVSIG International Research Conference. 2016, Maastricht, The Netherlands.
- O'Cass A, Heirati N, Schoefer K. When do customer participation and supplier collaboration help B2B service firms offer superior performance value and relational value. In: Global Marketing Conference (GMC). 2014, Singapore.
- Schoefer K. Cultural Moderation in the Formation of Recovery Satisfaction Judgments: A Cognitive-Affective Perspective. Journal of Service Research 2010, 13(1), 52-66.
- Schoefer K, Diamantopoulos A. A Typology of Consumers' Emotional Response Styles During Service Recovery Encounters. British Journal of Management 2009, 20(3), 292-308.
- Schoefer K, Diamantopoulos A. Measuring Experienced Emotions during Service Recovery Encounters: Construction and Assessment of the ESRE Scale. Service Business: An International Journal 2008, 2(1), 65-81.
- Schoefer K. The Role of Cognition and Affect in the Formation of Customer Satisfaction Judgements concerning Service Recovery Encounters. Journal of Consumer Behaviour 2008, 7(3), 210-221.
- Schoefer K, Diamantopoulos A. The Role of Emotions in Translating Perceptions of (In)Justice into Postcomplaint Behavioral Responses. Journal of Service Research 2008, 11(1), 91-103.
- Fernandez-Young A, Ennew C, Schoefer K, Owen N. Developing Material for Online Management Education: The UKeU Experience. International Journal of Management Education 2006, 5(1), 45-55.
- Bramall C, Schoefer K, McKechnie S. The Determinants and Consequences of Consumer Trust in e-Retailing: A Conceptual Framework. Irish Marketing Review 2005, 17(1/2), 13-22.
- Schoefer K, Ennew C. The Impact of Perceived Justice on Consumers' Emotional Responses to Service Complaint Experiences. Journal of Services Marketing 2005, 19(5), 261-270.
- Schoefer K. Customer Evaluations of Service Failure and Recovery Encounters: A Perceived Justice Perspective. Marburg: Tectum Verlag, 2004.
- Schoefer K, Ennew C. Customer Evaluations of Tour Operators' Responses to their Complaints: An Exploratory Study. Journal of Travel and Tourism Marketing 2004, 17(1), 83-92.
- Bramall C, Schoefer K, McKechnie S. The Determinants and Consequences of Consumer Trust in Online Environments: An Exploratory Investigation. International Journal of Internet Marketing and Advertising 2004, 1(4), 388-412.
- Schoefer K. eTourism: information technologies for strategic tourism management by Dimitrios Buhalis. Pearson Education Limited, Harlow, 2003, No. of pages 376. ISBN 0-582-35740-3. International Journal of Tourism Research 2003, 5(6), 465-466.