Staff Profile

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

• The “Dark Side” of General Health and Fitness-Related Self-Service Technologies: A Systematic Review of the Literature and Directions for Future Research (together with Haiyan Chen, Efstathia Tzemou and Danae Manika), Journal of Public Policy & Marketing [AJG: 3, VHB-JOURQUAL: B; ABCD Journal Quality List: A*. 5-year Impact Factor: 6.6]
• Perceived Brand Globalness/Localness: A Systematic Review of the Literature and Directions for Further Research (together with Hao Liu, Fernando Fastoso and Efstathia Tzemou), Journal of International Marketing [AJG::3; VHB-JOURQUAL: B; ABCD Journal Quality List: A*; 5-year Impact Factor: 8.390] *Included in the Journal of International Marketing's list of its most cited articles published in the last 3 years.
• The Dark Side of Customer Participation: When Customer Participation in Service Co-Development Leads to Role Stress (together with Markus Blut and Nima Heirati), Journal of Service Research [AJG: 4; VHB-JOURQUAL: A; ABCD Journal Quality List: A*; 5-Year Impact Factor: 13.396] *Nominated for the VHB Best Paper Award 2021 **JSR Best Paper Award 2020 Finalist.
• Factors influencing the acceptance of self-service technologies: a meta-analysis (together with Markus Blut and Cheng Wang), Journal of Service Research [AJG: 4; VHB-JOURQUAL: A; ABCD Journal Quality List: A*; 5-Year Impact Factor: 13.396] *Winner of the JSR Best Paper Award 2017.
• A typology of consumers' emotional response styles during service recovery encounters (together with Adamantios Diamantopoulos), British Journal of Management [AJG: 4; VHB-JOURQUAL: B; ABCD Journal Quality List: A; 5-Year Impact Factor: 6.567]
• Cultural moderation in the formation of recovery satisfaction judgments: a cognitive-affective perspective, Journal of Service Research [AJG: 4; VHB-JOURQUAL: A; ABCD Journal Quality List: A*; 5-Year Impact Factor: 13.396]
• The role of emotions in translating perceptions of (in)justice into postcomplaint behavioural responses (together with Adamantios Diamantopoulos), Journal of Service Research [AJG: 4; VHB-JOURQUAL: A; ABCD Journal Quality List: A*; 5-Year Impact Factor: 13.396]

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                      

• Haiyan "Cindy" Chen (Start: academic year 2020/21): transformative services *AMA-Sheth Foundation Doctoral Consortium Fellow 2024
• 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]

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)

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

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: 19

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

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
• BUS3005 Advanced Business Topics [BA] - Academic year: 2018/19 - present
• 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 

Awards & Prizes:

• Nomination for the Newcastle University Students' Union (NUSU) Teaching Excellence Awards (2019, 2020, 2022, 2024, 2025)

• Articles

  • Chen H, Schoefer K, Manika D, Tzemou E. The “Dark Side” of General Health and Fitness-Related Self-Service Technologies: A Systematic Review of the Literature and Directions for Future Research. Journal of Public Policy & Marketing 2024, 43(2), 151-170.
  • Alotaibi MN, Chaouali W, Mjahed Hammani S, Schoefer K, Aloui N, Abdulhamid Saleh MA. Is customer participation always good in service recovery? The moderating role of customers' positive psychological capital. International Journal of Bank Marketing 2023, 41(3), 457-484.
  • Gnusowski M, Schoefer K. Student-to-Student Interactions in Marketing Education: A Critical Incident Technique–based Inquiry into Drivers of Students’ (Dis)Satisfaction. Journal of Marketing Education 2022, 44(1), 25-40.
  • Yan Y, Gupta S, Licsandru T, Schoefer K. Integrating Machine Learning, Modularity and Supply Chain Integration for Branding 4.0. Industrial Marketing Management 2022, 104, 136-149.
  • Chandrasapth K, Yannopoulou N, Schoefer K, Liu MJ. A Multimodal Discourse-Mythological Approach to Understanding Brand-Based Conflicts in Online Consumer Communities: The Case of Samsung vs. Huawei. Journal of Business Research 2022, 144, 1103-1120.
  • Liu H, Schoefer K, Fastoso F, Tzemou E. Perceived Brand Globalness/Localness: A Systematic Review of the Literature and Directions for Further Research. Journal of International Marketing 2021, 29(1), 77-94.
  • Joseph A, Gupta S, Wang Y, Schoefer K. Corporate Rebranding: An Internal Perspective. Journal of Business Research 2021, 130, 709-723.
  • Chandrasapth K, Yannopoulou N, Schoefer K, Licsandru T, Papadopoulos T. Conflict in online consumption communities: A systematic literature review and directions for future research. International Marketing Review 2021, 38(5), 900-926.
  • Blut M, Heirati N, Schoefer K. The Dark Side of Customer Participation: When Customer Participation in Service Co-Development Leads to Role Stress. Journal of Service Research 2020, 23(2), 156-173.
  • Yan Y, Gupta S, Schoefer K, Licsandru T. A review of e-mass customization as a branding strategy. Corporate Reputation Review 2020, 23, 215-223.
  • Schoefer K, Waeppling A, Heirati N, Blut M. The Moderating Effect of Cultural Value Orientations on Behavioral Responses to Dissatisfactory Service Experiences. Journal of Retailing and Consumer Services 2019, 48, 247-256.
  • Mohan M, Brown BP, Sichtmann C, Schoefer K. Perceived Globalness and Localness in B2B Brands: A Co-Branding Perspective. Industrial Marketing Management 2018, 72, 59-70.
  • Sichtmann C, Schoefer K, Blut M, Kemp C. Extending Service Brands into Products Versus Services: Multilevel Analyses of Key Success Drivers. European Journal of Marketing 2017, 51(1), 200-218.
  • Blut M, Wang C, Schoefer K. Factors Influencing the Acceptance of Self-Service Technologies: A Meta-Analysis. Journal of Service Research 2016, 19(4), 396-416.
  • Heirati N, O'Cass A, Schoefer K, Siahtiri V. Do professional service firms benefit from customer and supplier collaborations in competitive, turbulent environments?. Industrial Marketing Management 2016, 55, 50-58.
  • Schoefer K. Cultural Moderation in the Formation of Recovery Satisfaction Judgments: A Cognitive-Affective Perspective. Journal of Service Research 2010, 13(1), 52-66.
  • Schoefer K, Diamantopoulos A. A Typology of Consumers' Emotional Response Styles During Service Recovery Encounters. British Journal of Management 2009, 20(3), 292-308.
  • Schoefer K, Diamantopoulos A. The Role of Emotions in Translating Perceptions of (In)Justice into Postcomplaint Behavioral Responses. Journal of Service Research 2008, 11(1), 91-103.
  • Schoefer K. The Role of Cognition and Affect in the Formation of Customer Satisfaction Judgements concerning Service Recovery Encounters. Journal of Consumer Behaviour 2008, 7(3), 210-221.
  • Schoefer K, Diamantopoulos A. Measuring Experienced Emotions during Service Recovery Encounters: Construction and Assessment of the ESRE Scale. Service Business: An International Journal 2008, 2(1), 65-81.
  • Fernandez-Young A, Ennew C, Schoefer K, Owen N. Developing Material for Online Management Education: The UKeU Experience. International Journal of Management Education 2006, 5(1), 45-55.
  • Schoefer K, Ennew C. The Impact of Perceived Justice on Consumers' Emotional Responses to Service Complaint Experiences. Journal of Services Marketing 2005, 19(5), 261-270.
  • Bramall C, Schoefer K, McKechnie S. The Determinants and Consequences of Consumer Trust in e-Retailing: A Conceptual Framework. Irish Marketing Review 2005, 17(1/2), 13-22.
  • Bramall C, Schoefer K, McKechnie S. The Determinants and Consequences of Consumer Trust in Online Environments: An Exploratory Investigation. International Journal of Internet Marketing and Advertising 2004, 1(4), 388-412.
  • Schoefer K, Ennew C. Customer Evaluations of Tour Operators' Responses to their Complaints: An Exploratory Study. Journal of Travel and Tourism Marketing 2004, 17(1), 83-92.

• Authored Book

  • Schoefer K. Customer Evaluations of Service Failure and Recovery Encounters: A Perceived Justice Perspective. Marburg: Tectum Verlag, 2004.

• Book Chapters

  • Chandrasapth K, Yannopoulou N, Schoefer K, Kelsey D. The Power of Collective Brand Defending in Mitigating Negative eWOM: An Abstract. In: Wu S; Pantoja F; Krey N, ed. Marketing Opportunities and Challenges in a Changing Global Marketplace : Proceedings of the 2019 Academy of Marketing Science (AMS) Annual Conference. Berlin: Springer Nature, 2020, pp.425-426.
  • Alomar N, Yannopoulou N, Schoefer K. Authentic Ethnic Advertisements Perception: An Abstract. In: Wu S; Pantoja F; Krey N, ed. Marketing Opportunities and Challenges in a Changing Global Marketplace : Proceedings of the 2019 Academy of Marketing Science (AMS) Annual Conference. Berlin: Springer Nature, 2020, pp.579-580.

• Conference Proceedings (inc. Abstracts)

  • Dzenkovska Y, Schoefer K, Heirati N, Lemke N. Value cues derived from mobile apps' interface design: An investigation of the contingent effects of psychological factors. In: 14th Conference Edition - Innovation, Management, and Governance for Sustainable Growth. 2021, Virtual: Academy of Innovation, Entrepreneurship, and Knowledge. In Press.
  • Chandrasapth K, Yannopoulou N, Schoefer K, Kelsey D. The power of collective brand defending in mitigating negative eWOM: The case of a Samsung Galaxy Note8 Club devoted Thai consumer-organized community. In: Academy of Marketing Science (AMS) Annual Conference. 2019, Vancouver, Canada: Academy of Marketing Science.
  • Chandrasapth K, Yannopoulou N, Schoefer K, Kelsey D. Online conflicts regarding innovation-based brand positioning: The case of Samsung versus Huawei smartphones. In: 10th INEKA Conference. 2019, Verona, Italy: INEKA.
  • Alomar N, Yannopoulou N, Schoefer K. Authentic Ethnic Advertisement Perceptions. In: AMSAC 2019: Marketing Opportunities and Challenges in a Changing Global Marketplace. 2019, Vancouver, Canada: Academy of Marketing Science.
  • Chandrasapth C, Yannopoulou N, Schoefer K, Kesley D. The role of visual media when examining social conflicts in online consumption communities within a social network site. In: 51st Academy of Marketing Conference. 2018, Stirling, UK.
  • Brunner CB, McLeay F, Esch FR, Schoefer K. Can CSR communication act as a buffer in case of a CSR scandal? An experimental exploration of consumer responses. In: 23rd International Conference on Corporate and Marketing Communications Conference at Exeter University Business School. 2018, Exeter, UK.
  • Kemp C, Schoefer K, Blut M, Sichtmann C. The Relevance of Perceived Fit in Symmetric and Asymmetric Brand Extensions. In: British Academy of Management (BAM) Conference. 2017, Warwick, UK.
  • Dzenkovska J, Lemke F, Heirati N, Schoefer K. Customer Experience Quality: Quo Vadis?. In: 25th International Colloquium on Relationship Marketing. 2017, Munich, Germany.
  • Dzenkovska J, Lemke F, Heirati N, Schoefer K. Customer Experience Quality – Boundaries, Measurement and Management. In: Frontiers in Service Conference. 2017, New York, USA.
  • Kemp C, Schoefer K, Blut M, Sichtmann C. Asymmetric Brand Extensions: An Investigation into Success Drivers. In: Frontiers in Service Conference. 2017, New York, NY, USA.
  • Phalusuk C, Blut M, Schoefer K, Ness M. Towards a Conceptual Framework for Understanding Customer Evaluations of Service Failure in Delivery Networks. In: SERVSIG International Research Conference. 2016, Maastricht, The Netherlands.
  • Phalusuk C, Blut M, Schoefer K, Ness M. Towards a Conceptual Framework for Understanding Customer Evaluations of Service Failure Delivery Network. In: 45th EMAC Annual Conference 2016. 2016, Oslo, Norway.
  • Dzenkovska J, Heirati N, Schoefer K, Lemke F. Shaping Customer Experience through the Service, Communication, and Usage Encounters. In: Academy of Marketing Annual Conference 2016. 2016, Newcastle upon Tyne: Northumbria University.
  • Ruby Z, Blut M, Schoefer K. Customer Outrage following Service Failure: A Qualitative Approach. In: SERVSIG International Research Conference. 2016, Maastricht, The Netherlands.
  • Ruby Z, Blut M, Schoefer K. Customer Outrage following Service Failure: A Qualitative Approach. In: European Academy of Marketing Conference. 2016, Oslo, Norway.
  • Dzenkovska J, Heirati N, Lemke F, Schoefer K. Customer Experience Quality: Preliminary Inquiry Using Repertory Grid Technique. In: 24th International Colloquium on Relationship Marketing. 2016, Toulouse, France.
  • Schoefer K, Wappling A, Heirati N. Cultural Variation in Behavioral Responses to Dissatisfactory Services Experiences. In: 11th Royal Bank International Conference. 2016, Wuxi, China.
  • O'Cass A, Heirati N, Schoefer K. When do customer participation and supplier collaboration help B2B service firms offer superior performance value and relational value. In: Global Marketing Conference (GMC). 2014, Singapore.

• Review

  • Schoefer K. eTourism: information technologies for strategic tourism management by Dimitrios Buhalis. Pearson Education Limited, Harlow, 2003, No. of pages 376. ISBN 0-582-35740-3. International Journal of Tourism Research 2003, 5(6), 465-466.