Newcastle University

Introduction

Klaus joined the Business School 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, Journal of Services Marketing, and the British Journal of Management.

Roles and Responsibilities

Head of the Marketing Subject Group
Member of the Business School's Executive Board
Member of the Research and Ethics Committee
Member of the Policy and Resources Committee (PARC)
Chair of the Marketing Subject Board of Studies

Qualifications

Dipl.-Bw. (FH), M.A., Ph.D., Habilitation (Dr. habil.)

Previous Positions

2004-2009 Assistant/Associate Professor, University of Vienna (Austria)
2003-2004 Lecturer, University of Nottingham (UK)
2002 Management Consultant, Accenture, Kronberg (Germany)

Memberships

Academy of Marketing UK
European Marketing Academy (EMAC)
German Academic Association for Business Research (VHB)

Languages

German, English

Research Interests

- Service Failure/Recovery
- Service Experiences
- Service Innovation
- (Service) Branding
- Customer Dis/Satisfaction
- Sustainable Consumption

Esteem Indicators

Klaus 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, Managing Service Quality, Journal of Interactive Marketing and Journal of Consumer Behaviour) as well as for various scholarly Marketing Conferences (e.g., European Academy of Marketing Conference, Academy of Marketing Science Annual Conference, 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).

Undergraduate Teaching

Module leader and teaching contribution to:

- Essentials of Marketing - Part 1 [BA/BSc]

Postgraduate Teaching

Module leader and/or teaching contribution to:

- Marketing Research [MSc]

- Strategic Marketing [MBA]

- Research Methods [DBA]

- Core Readings in Management and Business Studies [PhD]

- Research Designs in Management and Business Studies [PhD]

• 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. The Role of Emotions in Translating Perceptions of (In)Justice into Postcomplaint Behavioral Responses. Journal of Service Research 2008, 11(1), 91-103.
• 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, 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. 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.
• Schoefer K. Customer Evaluations of Service Failure and Recovery Encounters: A Perceived Justice Perspective. Marburg: Tectum Verlag, 2004.
• 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. 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.