Maarten Volkers, M.Sc.

Maarten Volkers Foto: Hardy Welsch

E-Mail: maarten.volkers

Telefon: +49 2331 987-4395

Raum: A103, ESG

Betreuung: Management von Dienstleistungsprozessen (32691)

Social Media: ResearchGate GoogleScholar LinkedIn

Abwesenheit: zur Zeit in Elternzeit

Lebenslauf

Studium & Ausbildung
Seit 04/2014 Doktorand, Konsumentenverhalten bei Dienstleistungen
Douglas-Stiftungslehrstuhl für Dienstleistungsmanagement
FernUniversität in Hagen
2014 - 2020 HD-NRW - Zertifikatsprogramm “Professionelle Lehrkompetenz für die Hochschule”
E-Teaching-Zertifikatsprogramm der FernUniversität in Hagen
10/2011–10/2013 Master of Science, Schwerpunkt Konsumentenverhalten
Universität des Saarlandes, Saarbrücken, Germany
09/2007-09/2011 Bachelor of Science, Economics and Business Administration
Universiteit van Amsterdam, Niederlande
10/2009-10/2010 Erasmus Austausch, Schwerpunkt Marketing und Strategie
University of Warwick, Coventry, England

Forschungsschwerpunkte

  • Wohlbefinden des Kunden und Bewältigungsstrategien bei Lock-in Situationen
  • Extra-Rollenverhalten von Mitarbeitern im Gesundheitswesen
  • Entstehung von Dienstleistungserlebnissen
  • Qualitative and quantitative Forschungsmethoden

Auszeichnungen und Stipendien

2020: Best Paper Award, 11th SERVSIG-Conference 2020, July 9-12, Brisbane, Australia
2019: Liam Glynn Travel Scholarship (for the AMA SERVSIG Doctoral Consortium)
2018: Best Paper Award (runner-up), 10th AMA SERVSIG Conference, June 14-16, Paris, France

2010: Erasmus Exchange Program Scholarship

Publikationen

Artikel in referierten Zeitschriften

  • Volkers, Maarten (2021), "“Can I go or should I stay?” A theoretical framework of social lock-in during unsatisfactory service encounters", Journal of Service Theory and Practice, Vol. 31 No. 4, pp. 638-663. [DOWNLOAD]
  • Fliess, Sabine / Volkers, Maarten (2020), “Trapped in a service encounter: Exploring customer lock-in and its effect on well-being and coping responses during service encounters”, Journal of Service Management, Vol. 31 No. 1, pp. 79-114. [DOWNLOAD]
  • Rayburn, Steven W. / Mason, Marlys J. / Volkers, Maarten (2020), “Service Captivity: No Choice, No Voice, No Power,” Journal of Public Policy and Marketing, Vol. 39, No. 2, pp. 155-168. [DOWNLOAD]

Beiträge in wissenschaftlichen Sammelbänden

  • 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, S. 77-104. [DOWNLOAD]
  • Volkers, Maarten / Fliess, Sabine (2017): If you begin a service you must go the whole hog: a theoretical approach to social lock-in situations in service settings, in: Büttgen, M. (Hrsg.), Aktuelle Beiträge zur Dienstleistungsforschung, Wiesbaden, S. 1-22. [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. (Hrsg.) Kundenintegration und Leistungslehre. Integrative Wertschöpfung in Dienstleistungen, Solutions und Entrepreneurship, Wiesbaden, S. 181-204. [DOWNLOAD]

Beiträge in referierten Tagungsbänden

  • 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 11th SERVSIG-Conference 2020, July 9-12, Brisbane, Australia. [DOWNLOAD]
  • Volkers, Maarten (2019): Fostering ‚Mango-Moments‘ – Developing and evaluating a health care management tool to improve patients’ experiences through small gestures, in: Proceedings of the Frontiers in Service Conference 2019, July 18-21, Singapore, Singapore.
  • Rayburn, Steven / Mason, Marlys J. / Volkers, Maarten (2019): Conceptualizing Service Captivity: When Power Shifts to Providers, in: Proceedings of the Marketing and Public Policy Conference, June 6-8, Washington, USA.
  • Fließ, Sabine / Volkers, Maarten (2018): Exploring customer lock-in perceptions during negative service experiences, in: Proceedings of the Frontiers in Service Conference 2018, Sept 6-9, Austin TX, USA.
  • Fließ, Sabine / Volkers, Maarten (2018): Trapped in a service encounter - Exploring customer lock-in perceptions during negative service experiences, in: Proceedings of the 10th AMA SERVSIG Conference, June 14-16, Paris, France.
  • Volkers, Maarten / Fließ, Sabine (2017): ‘When exiting feels awkward’ – The social setting as a determinant of social lock-in perceptions during service transactions, in: Proceedings of the QUIS15 Symposium 2017, June 12-15, Porto, Portugal.
  • Volkers, Maarten / Fließ, Sabine (2017): ‘I’m stressed but I’m staying’ – The effect of social lock-in on the decision to stay or leave in different service settings, in: Proceedings of the Frontiers in Service Conference 2017, June 22-25, New York, USA.
  • Volkers, Maarten / Fließ, Sabine (2016): ‘Should I stay or can I go now?’ – Antecedents of social lock-in during service encounters and its effect on emotions, in: Proceedings of the Frontiers in Service Conference 2016, June 23-26 2016, Bergen, Norway [DOWNLOAD]
  • Fließ, Sabine / Volkers, Maarten (2015): Trapped in a service encounter: How do service customers cope with lock-in situations?, in: Proceedings of the Marketing Dynamics Conference 2015, June 11-13, Beijing, China. [DOWNLOAD]
Lehrbeiträge

Gutachtertätigkeiten

  • Journal of Service Theory and Practice
  • AMA SERVSIG Conference
  • AMA Summer Academic Conference
  • AMA Winter Academic Conference
  • Marketing and Public Policy Conference