Professor Klaus Schoefer
Chair in Marketing, Head of the Services Marketing Research Group & Deputy Director of Research
- Email: email@example.com
- 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/management where he focuses on topics such as service branding, customer experience management, service innovation, technology-mediated service encounters, and service failure/recovery. 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 [AJG:4], British Journal of Management [AJG:4], Industrial Marketing Management [AJG:3] and the European Journal of Marketing [AJG:3].
Roles and Responsibilities at NUBS (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
- 2004-2010 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)
Selected Research Output
- Perceived globalness and localness in B2B brands: A co-branding perspective (together with Mayoor Mohan, Brian P. Brown and Christina Sichtmann), Industrial Marketing Management [AJG: 3; VHB-JOURQUAL: B; ABCD Journal Quality List: A*, 5-Year Impact Factor: 4.402]
- Factors influencing the acceptance of self-service technologies: a meta-analysis (together with Markus Blut and Cheng Wang), Journal of Service Research [AJG: 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 [AJG: 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 [AJG: 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 [AJG: 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 [AJG: 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 (together with Adamantios Diamantopoulos), Journal of Service Research [AJG: 4; VHB-JOURQUAL: A; ABCD Journal Quality List: A*; 5-Year Impact Factor: 6.857]
- Service Failure/Recovery
- Buyer-Seller Relationships
- Service Innovation
- Service Branding
- Dysfunctional Customer Behaviour
- Technology-Mediated Service Encounters
- Customer Experience (Management)/Customer Journey
- Transformative Service Research
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
- Wenjiao "Ruby" Zhang (Completion: 2018): "How outraged consumers react: from antecedents to the consequences of customer rage emotions in service failure and intervention strategies" [External examiner: Dr Kate L. Daunt, Cardiff Business School]
- 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 [*AMA-Sheth Foundation Doctoral Consortium Fellow 2018]
- 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 Ibrahim Abosag (SOAS - University of London, UK)
- Prof David Woisetschlaeger (TU Braunschweig, Germany)
- Dr Nima Heirati (Queen Mary University of London, UK)
- Prof Fraser McLeay (Sheffield University Management School, UK)
- Dr Mayoor Mohan (Virginia Commonwealth University, USA)
- Prof Brian P. Brown (Virginia Commonwealth University, USA)
- Dr Marek Gnusowski (Poznan University of Economics, Poland)
- Dr Morena Fuduric (University of Zagreb, Croatia)
- Dr Anders Wappling (Northumbria University, UK)
- Prof Xuemei Bian (Northumbria University, UK)
- Prof Franz-Rudolf Esch (EBS, Germany)
- Prof Martin Liu (Nottingham University Business School China)
- Dr Jun "Maria" 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)
- Customer anger (together with Martin Liu, Jun "Maria" Luo and Markus Blut)
- Customer participation in service design (together with Nima Heirati and Markus Blut)
- Price fairness perceptions (together with Saurabh Bhattacharya)
- Computational marketing (together with David Woisetschlaeger)
- B2B Relationships (together with Ibrahim Abosag and Mayoor Mohan)
- Interactive Marketing (together with Ana Javornik and Morena Fuduric)
- CSR Communication (together with Christian B. Brunner, Franz-Rudolf Esch and Fraser McLeay)
- 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
Scopus Author ID: 23470926600
ORCID ID: https://www.orcid.org/0000-001-7081-7137
Undergraduate Teaching at NUBS [Past and/or Present]
Module leader and teaching contribution to:
- MKT1000 Essentials of Marketing - Part 1 [BA/BSc]
- MKT2008 Services Marketing [BA/BSc]
Postgraduate Teaching at NUBS [Past and/or Present]
Module leader and/or teaching contribution to:
- NBS8088 Marketing [MA]
- NBS8517 Consumer Behaviour [MSc]
- NBS8514 Marketing Research [MSc]
- NBS8236 Customer Relationship Management [MSc/MA]
- NBS8520 Individual Project [MBA]
- NBS8124 Strategic Marketing [MBA]
Doctoral Teaching at NUBS [Past and/or Present]
Module leader and/or teaching contribution to:
- NBSDBA Research Methods [DBA]
- NBS8556 Core Readings in Management and Business Studies [PhD]
- NBS8554 Research Designs in Management and Business Studies [PhD]
- Brunner CB, McLeay F, Esch FR, Schoefer K. Can CSR communication act as a buffer in case of a CSR scandal? An experimental exploration of consumer responses. In: 23rd International Conference on Corporate and Marketing Communications Conference at Exeter University Business School. 2018, Exeter, UK.
- Mohan M, Brown BP, Sichtman C, Schoefer K. Perceived Globalness and Localness in B2B Brands: A Co-Branding Perspective. Industrial Marketing Management 2018, epub ahead of print.
- 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, 55, 50-58.
- Blut M, Wang C, Schoefer K. Factors Influencing the Acceptance of Self-Service Technologies: A Meta-Analysis. Journal of Service Research 2016, 19(4), 396-416.
- 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.