Newcastle University Business School

Services Marketing

Services Marketing

Research

The mission of the group is to generate and disseminate new knowledge of best practices in this field, and educate the next generation of leaders in service marketing and management.

The Service Marketing Research Group was founded by its two directors, Markus Blut and Klaus Schoefer, in 2012. The ambition was to build a distinctive research capacity in the area of services management and services marketing.

Given the applied nature of the services marketing discipline, its research is often informed by real-world problems and supported by partners from the service industry. The group also regularly receives grant funding from the Commission of the European Communities and the Economic and Social Research Council.

The members of the services group regularly publish in leading international journals such as the Journal of Marketing, Journal of the Academy of Marketing Science, Journal of Product Innovation Management, Journal of Retailing, Journal of Operations Management, British Journal of Management, International Journal of Research in Marketing, Journal of Service Research, Psychology and Marketing, Journal of Small Business Management, Industrial Marketing Management, and International Marketing Review.

Their research also regularly wins best paper awards at leading marketing conferences (eg ANZMAC Annual Conference).

For research events including seminar series, please see our research events page.

Themes

The research of the services group focuses on how to contribute to the success of service organizations by improving the quality of their services, increasing their profitability, and stimulating service innovations. The research is organized into three themes:

  1. Service Relationships and Experience Management examines how to create an outstanding service experience and its impact on relationship performance.
  2. Service Networks and Service Solutions examines how products and services are bundled to service solutions and the role of external network partners in delivering these solutions.
  3. Service Technologies and Service Innovations examines how new technologies are designed to create novel services and thereby to improve either the service experience or improve company profitability

Read more about our work in each theme.

Group Members

Head of group

Head of group

Professor Klaus Schoefer
Chair in Marketing & Director of the Services Marketing Research Group

Email:
Telephone: +44 (0) 191 208 1681

Primary group members

Primary group members

Dr Eleftherios Alamanos
Lecturer in Marketing

Email:
Telephone: +44 (0) 191 208 1555

Dr Saurabh Bhattacharya
Lecturer in Marketing

Email:
Telephone: +44 (0) 191 208 1685

Elena Chatzopoulou
Lecturer in Marketing

Email:
Telephone: +44 (0) 191 208 1722

Dr Raffaele Filieri
Senior Lecturer in Marketing

Dr Josephine Go Jefferies
Lecturer in Marketing

Email:
Telephone: 0191 208 1749

Professor Matthew Gorton
Professor in Marketing, Joint Head of Marketing, Operations and Systems Group

Email:
Telephone: +44 (0) 191 208 1576

Dr Ana Javornik
Lecturer in Marketing

Email:
Telephone: 01912082013

Dr Natalia Yannopoulou
Reader in Marketing & Degree Program Director for MSc International Marketing

Email:
Telephone: +44 (0)1912081720

Secondary group members

Secondary group members

Dr Hanna Bahemia
Lecturer in Innovation Strategy

Email:
Telephone: + 44(0)1912081588

Deborah Forbes
Lecturer

Email:
Telephone: +44 (0) 191 208 1721