Stefan Dyck, M.Sc.
Photo: Marco Wehler
Email: stefan.dyck
Phone: +49 2331 987-4452
Office hours: by appointment via email
Room: A123, building 7
Teaching: Management von Dienstleistungsprozessen (32691)
Social Media: ResearchGate GoogleScholar Xing LinkedIn
Curriculum Vitae
Education | |
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since 07/2012 | Doctoral candidate Douglas Endowed Chair of Service Management FernUniversität in Hagen (D) |
09/2009–08/2011 | M.Sc. in Business Administration Focus: Service Management University of Twente, Enschede (NL) |
10/2006–08/2009 | B.A. in International Business Studies Focus: Management & Marketing University of Paderborn (D) |
Professional Experience | |
since 04/2014 | Lecturer for Service Management Verwaltungs- und Wirtschaftsakademie Hellweg-Sauerland GmbH, Arnsberg (D) |
since 07/2012 | Research Assistant Douglas Endowed Chair of Service Management FernUniversität in Hagen (D) |
11/2011–02/2012 | Research Assistant Institute for International Marketing Management WU - Vienna University of Economics and Business (A) |
02/2009–08/2009 | Student Assistant Assistant Professorship for Service Management University of Paderborn (D) |
08/2007–09/2007 | Internship Sales & Exhibition Dürkopp Adler AG, Shanghai (CN) |
10/2005–06/2006 | Internship Event & Marketing proChrist e.V., Kassel (D) |
Awards
- 2021: Teaching Award of the FernUniversität for the master module "Service Process Management", Hagen.
- 2020: Best Paper Award, 11th SERVSIG-Conference 2020, July 9-12, Brisbane, Australia.
- 2014: DAAD PROMOS Scholarship, ECPR Summer School on Research Methods, Ljubljana, Slovenia.
- 2013: Best Paper Award (runner-up), QUIS - 13th International Research Symposium on Service Excellence in Management, June 10-13, Karlstad, Sweden.
Membership
- German Academic Association for Business Research (VHB)
- American Marketing Association (AMA), SERVSIG
Reviewer
Journals
- Journal of Service Research
- Journal of Service Management
Conferences
- AMA Winter Academic Conference 2020
- WI-Conference 2015, 2019
Research Focus
- Customer Experience with services: service co-creation and formation of experiences
- Customer Management: customer contribution and activities, customer misbehavior
- Research methodologies for service research: process-oriented (e.g., Experience Sampling Method, Critical/Sequential Incident Technique) and customer-centric methods (Latent Profile Analysis, Psychometric Network Analysis, Sentiment Analysis); advanced quantitative methods (e.g., Exploratory Structural Equation Modelling)
Publications
Journal Articles (peer-reviewed)
- Fließ, Sabine / Dyck, Stefan / Schmelter, Mailin (2014): Mirror, mirror on the wall – How service customers perceive their contribution to service provision, in: Journal of Service Management, Vol. 25, No. 4, pp. 433-469. [DOWNLOAD]
Book Chapters
- Fließ, Sabine / Dyck, Stefan / Volkers, Maarten (2020): Calling for a Multisensory Perspective on Customer Service Co-creation, in: Roth, S. / Horbel, C. / Popp, B. (Ed.), Perspektiven des Dienstleistungsmanagements, Wiesbaden, pp. 77-104. [DOWNLOAD]
- Fließ, Sabine / Dyck, Stefan (2017): Kundenintegration – das Management von Kundenintegrationsprozessen, in: Corsten, H. / Roth, S. (Ed.), Handbuch Dienstleistungsmanagement, München, pp. 607-629. [DOWNLOAD]
- Fließ, Sabine / Dyck, Stefan / Schmelter, Mailin / Volkers, Maarten J. D. (2015): Kundenaktivitäten in Dienstleistungsprozessen - die Sicht des Konsumenten, in: Fließ, S. / Haase, M. / Jacob, F. / Ehret, M. (Ed.), Kundenintegration und Leistungslehre. Integrative Wertschöpfung in Dienstleistungen, Solutions und Entrepreneurship, Wiesbaden, pp. 181-204. [DOWNLOAD]
Conference Papers (peer-reviewed)
- Nenninger, Sarina / Dyck, Stefan (2022): Temporality of the Customer Experience: A Bibliometrics-based Literature Review and Research Agenda Using the TCCM Framework, in: Proceedings of the 12th SERVSIG-Conference 2022, June 16-18, Glasgow, Scotland. [DOWNLOAD]
- Nenninger, Sarina / Dyck, Stefan (2022): Chronos and Kairos: Reconceptualizing Temporality of Customer Experiences, in: Proceedings of the QUIS17 - 17th International Research Symposium on Service Excellence in Management, January 12-14, Valencia, Spain. [DOWNLOAD]
- Fließ, Sabine / Dyck, Stefan / Volkers, Maarten (2020): Understanding the Structure of Service Processes from a Customer Perspective – an Event Segmentation Approach, in: Proceedings of the AMA SERVSIG-Conference 2020, July 9-12, Brisbane, Australia.
- Dyck, Stefan (2018): Great oaks from little acorns grow: Tracing the scientific evolution of customer experience research using a science mapping approach, in: Proceedings of the AMA SERVSIG-Conference 2018, June 14-16, Paris, France. [DOWNLOAD]
- Dyck, Stefan / Fließ, Sabine (2016): Say What You Mean and Mean What You Say: Using Text Mining to Uncover the Dynamics of Customer Experiences, in: Proceedings of the ANZMAC Conference, December 5-7, Christchurch, New Zealand. [DOWNLOAD]
- Dyck, Stefan / Fließ, Sabine (2016): We are what we repeatedly do: How customers’ routine activities contribute to their service experiences, in: Proceedings of the AMA SERVSIG-Conference 2016, June 17-19, Maastricht, The Netherlands. [DOWNLOAD]
- Dyck, Stefan / Fließ, Sabine (2015): Off the Beaten Path: A Set-Configuration Analysis of Customer Experiences, in: Proceedings of the Frontiers in Service Conference 2015, July 9-12, San José, California / USA. [DOWNLOAD]
- Dyck, Stefan / Fließ, Sabine (2015): The Journey Is Its Own Reward: A Set-Configuration Analysis of Customer Experiences, in: Proceedings of the Naples Forum on Service 2015, June 9-12, Naples, Italy. [DOWNLOAD]
- Fließ, Sabine / Dyck, Stefan / Schmelter, Mailin (2014): Being at grips – customer's contribution and perceived control in service, in: Proceedings of the AMA SERVSIG-Conference, June 13-16, Thessaloniki, Greece. [DOWNLOAD]
- Fließ, Sabine / Dyck, Stefan / Schmelter, Mailin (2013): Mirror, mirror on the wall – How service customers perceive their contribution to service provision, in: Proceedings of the QUIS - 13th International Research Symposium on Service Excellence in Management, June 10-13, Karlstad, Sweden. [DOWNLOAD]
BWLDLM
| 08.04.2024