Stefan Dyck, M.Sc.

Stefan Dyck 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
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