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Profile

Professor Klaus Schoefer

Chair in Marketing

  • Address: Floor 8, Room 8.04
    Newcastle University Business School
    5 Barrack Road
    Newcastle upon Tyne
    NE1 4SE
    United Kingdom
Background

Professor Schoefer joined NUBS in March 2010, having previously held positions at the University of Vienna's Department of Business Administration and the Nottingham University Business School. On becoming the Business School's inaugural Chair in Marketing, he led the growth of the then newly formed Marketing Subject Group from 6 to 15 members. He later established as well as jointly directed a research group focusing on Services Marketing/Management which subsequently contributed to having the research performance of Newcastle University's marketing academics ranked 96th in an international comparison of universities in Australia, New Zealand, Canada, the UK and the US (Soutar et al., 2015).

Professor Schoefer 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 consumer behaviour-related topics such as customer experience management, service branding, service innovation, service failure/recovery, and technology-mediated service encounters. Characteristic of his work is the utilisation of mixed methods research designs 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], Journal of Business Research [AJG:3], International Marketing Review [AJG:3] and the Journal of International Marketing [AJG:3] and received best paper awards at major conferences (e.g., British Academy of Management Conference 2016 Best Developmental Paper Award) as well as from academic journals (e.g., Journal of Service Research Best Paper Award 2017).

Roles and Responsibilities at NUBS (Past and/or Present)

  • Head of the Marketing Subject Group (2010-2013)
  • Ex officio member of the Business School's Executive Board (2010-2013)
  • Chaired Professor of Marketing (2010-present)
  • Head of the Services Marketing Research Group (2013-2018)
  • Ex officio member of the Research, Innovation and Impact Committee (2010-2019)
  • Chair of the RIIC's Accreditation (EQUIS, AACSB & AMBA) and Research Development Sub-Groups (2018-2019)
  • Chair of the Marketing Subject Board of Studies (2010-2013)
  • Acting PhD Convenor for Marketing (2016)
  • Personal tutor (2010-present)
  • Academic mentor (2019-present)
  • Deputy Director of Research (2017-2019)                                 
  • Elected member of the University's Senate (2015-2018)

Qualifications

  • 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

Previous Positions

  • 2009-2010 Associate Professor, University of Vienna, Austria
  • 2004-2009 Assistant Professor, University of Vienna, Austria
  • 2003-2004 Lecturer, University of Nottingham, UK
  • 2002 Management Consultant, Accenture, Kronberg, Germany
  • 1997 Research & Teaching Assistant, University of Applied Sciences, Ludwigshafen, 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

Appointments

  • External Examiner, MSc in Global Marketing, The York Management School (2017-2021)

Memberships

  • Academy of Marketing UK
  • European Marketing Academy (EMAC)
  • German Academic Association for Business Research (VHB)
  • Accenture Alumni Network

Languages

  • German
  • English


Selected Research Output

Research

Research Interests

  • Service Failure/Recovery
  • Buyer-Seller Relationships
  • Service Innovation
  • Technology-Mediated Service Encounters
  • (Services) Branding
  • Brand Transgressions
  • Dysfunctional Customer Behaviour
  • Internationalisation of Service Firms
  • Cross-Cultural Service Encounters
  • Customer Relationship Management
  • Customer Experience (Management)/Customer Journey
  • Transformative Service Research
  • Digital Services
  • B2B/Industrial/Professional Services
  • Servitisation
  • Retailing
  • Higher Education Pedagogy
  • Marketing/Management Education


Esteem Indicators

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 Retailing and Consumer Services, 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 Oesterreichische Nationalbank (OeNB).


Current Doctoral Supervision                      

  • I Putu Ajie Windu Kertayoga (Start: academic year 2023/24): dysfunctional consumer behaviour


Past Doctoral Supervision                     

  • 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]
  • Julija Dzenkovska (Completion: 2019): "Customer experience quality (CXQ):multi-dimensional reconceptualisation, scale development and application" [External examiner: Prof Moira Clark, Henley Business School] *Recipient of the Sharon E. Beatty Best Services Marketing Proposal Award 2015
  • Chutinida Phalusuk (Completion: 2020): "Service failure and recovery within service networks: how customers perceive the critical incidents and how service firms should remedy the situation" [External examiner: Prof Fraser McLeay, Sheffield University Management School] *Recipient of the Sharon E. Beatty Best Services Marketing Proposal Award 2016
  • Nora Alomar (Completion: 2021): "Authentic ethnic advertisement: scale development and validation" [External examiner: Prof Charles Chi Cui, Northumbria University] 
  • Abraham Joseph (Completion: 2021): "Corporate rebranding: an internal perspective" [External examiner: Prof TC Melewar, Middlesex University]
  • Koblarp Chandrasapth (Completion: 2021): The Conflict of Cultural Appropriation: The Cases of Jamie Oliver and Kim Kardashian" [External examiner: Prof Finola Kerrigan, University of the Arts London] *AMA-Sheth Foundation Doctoral Consortium Fellow 2018 
  • Hao "Aaron" Liu (Completion: 2022): "Essays on Consumer Perceptions of Brand Globalness" [External examiner Prof Christof Backhaus, Edinburgh Napier University]
  • Ye Yan (Completion: 2023): "An investigation of e-mass customization as a branding strategy" [External examiner: Prof Sankar Sivarajah, University of Bradford School of Management]
  • Haiyan "Cindy" Chen (Completion 2025) "Essays on the Role of General Health and Fitness-Related Self-ServiceTechnologies in Consumer Well-being* [External examiner: Prof Markus Blut, Durham University Business School] *AMA-Sheth Foundation Doctoral Consortium Fellow 2024


Research Collaborations (Selection)

  • Prof Christina Sichtmann (University of Vienna, Austria)
  • Prof Markus Blut (Durham University Business School, UK)
  • Dr Nima Heirati (University of Surrey, UK)
  • Dr Arpita Agnihotri (Penn State Harrisburg, USA)
  • Dr Walid Chaouali (Rabat Business School, Morocco)
  • Dr Samiha Mjahed Hammami (King Saud University, Saudi Arabia)
  • Prof Martin J. Liu (University of Nottingham Ningbo, China)
  • Prof Fred Lemke (Vlerick Business School, Belgium)
  • Prof Fernando Fastoso (Pforzheim University, Germany)
  • Dr Mayoor Mohan (Virginia Commonwealth University, USA)
  • Prof Brian P. Brown (Virginia Commonwealth University, USA)
  • Dr Agnieszka Brzozowska (University of Warsaw, Poland)
  • Dr Marek Gnusowski (Poznan University of Economics, Poland)
  • Dr Tana Licsandru (Queen Mary University of London, UK)
  • Prof Thanos Papadopoulos (Kent Business School, UK)
  • Dr Anders Wappling (Northumbria University, UK)


Work-in-Progress (Selection)

  • Management/Marketing Education (together with Agnieszka Brzozowska and Marek Gnusowski)
  • Chatbot-facilitated service recovery (together with Saurabh Bhattacharya, Arpita Agnihotri and Markus Blut)


Research 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 Winner
  • Journal of Service Research Best Paper Award 2020 Finalist
  • Nomination for the VHB Best Paper Award 2021


h-Index: 20

Scopus Author ID: 23470926600

ORCID ID: https://www.orcid.org/0000-001-7081-7137 

Google Scholar: https://scholar.google.com/citations?view_op=list_works&hl=en&user=_GA8VIQAAAAJ

 

 

 

 

Teaching

Undergraduate Teaching at NUBS [Past and/or Present]

Module leader and teaching contribution to:

  • MKT1000 Essentials of Marketing - Part 1 [BA/BSc] - Academic year: 2010/11 - 2011/12
  • MKT2008 Services Marketing [BA/BSc] - Academic year: 2014/15 - 2015/16, 2025/26
  • BUS3005 Advanced Business Topics [BA] - Academic year: 2018/19 - 2023/24
  • UG Dissertation Supervision - Academic year: 2009/10 - present

Postgraduate Teaching at NUBS [Past and/or Present]

Module leader and/or teaching contribution to:

  • NBS8088 Marketing [MA] - Academic year: 2015/16 - present
  • NBS8517 Consumer Behaviour [MSc] - Academic year: 2015/16 - present
  • NBS8514 Marketing Research [MSc] - Academic year: 2010/11 - 2012/13
  • NBS8236 Customer Relationship Management [MSc/MA] - Academic year :2014/15 - 2015/16
  • NBS8562 Contemporary Trends in Marketing [MSc] - Academic year: 2019/20
  • NBS8955 Academic and Research Learning in International Marketing [MSc]: Academic year: 2019/20 - 2020/21
  • NBS8520 Individual Project [MBA] - Academic year: 2018/19
  • NBS9124 Marketing [MBA] - Academic year: 2020/21 - 2023/24
  • NBS8124 Strategic Marketing [MBA] - Academic year: 2010/11, 2018/19
  • PG Dissertation Supervision - Academic year: 2009/10 - present

Doctoral Teaching at NUBS [Past and/or Present]

Module leader and/or teaching contribution to:

  • NBSDBA Research Methods [DBA] - Academic year: 2010/11 - 2015/16
  • NBS8556 Core Readings in Management and Business Studies [PhD] - Academic year: 2012/13 - 2016/17
  • NBS8554 Research Designs in Management and Business Studies [PhD] - Academic year: 2012/13 - 2016/17
  • PGR Thesis Supervision - Academic year: 2010/11 - present 

Teaching Awards & Prizes:

Publications