Chair of Service Psychology –

Due to the fast pace of technological advancements, emerging digital environments, transforming labor markets, as well as rising levels of social diversity and immigration, modern economies continue to evolve into a global service society. Redefined roles, interrelations, and interactions of customers, service employees, and contemporary technologies require novel insights substantiated by an analytical approach.

Our research aims at uncovering the hidden – psychological – roadmap underlying successful service delivery and positive relationships with the actors involved in this process: We seek to explain how and why modern services and relationship-building initiatives affect both firms’ customers and their frontline service workforce in various and significant ways.

Acknowledging social and organizational psychological principles, our work deploys various quantitative and qualitative empirical research methods to provide central insights for the scientific community as well as for the practice and education of contemporary management.