Professor Professor Sabine Benoit
In February 2016 Professor Sabine Benoit (nee Moeller) joined the University of Surrey as a Professor of Marketing. She is a member of the Department of Retail and Marketing at Surrey Business School.
Her main research fields are Service- and Retail-Marketing. Her work has been published in leading international Journals e.g. the Journal of Service Research, Journal of Operations Management and Psychology & Marketing. She is on the Editorial Board of Journal of Service Research (JSR), Journal of Service Management (JoSM), Journal of Services Marketing (JSM), Journal of Service Theory and Practice (JSTP) and Journal of Business Research (JBR). From JoSM she received the best reviewer award in 2013. She has taught and teaches courses in Marketing, Services & Retail Marketing and Research Methods on Bachelor, Master, MBA and Ph.D. Level.
From 2013 to 2016 Sabine was Professor of Marketing at Roehampton Business School, Roehampton University, London, UK. She became Director of Research at Roehampton Business School in 2014. Before and starting in 2008 she was holder of the Lekkerland Endowed Chair for Convenience & Marketing at the EBS Business School, Wiesbaden, Germany. At EBS she was manager of the Competence Center for Convenience, Academic Director of the EBS Summer Schools and Chairmen of the doctoral committee. From 2003 to 2008 Sabine Benoit was Assistant Professor at the Chair of Marketing and Commerce at the WHU - Otto Beisheim School of Management in Vallendar, Germany, where she finished her Habilitation (post-doctoral degree) in 2008. Before this she was research assistant and doctoral candidate at the Douglas Endowed Chair of Service Management at the University of Hagen, Germany. She earned her doctoral degree in February 2004.
- Service Marketing, in particular
- customer participation
- access based services
- Customer perception
- Supply chain liability
- Food consumption
- on-the-go consumption
- health orientation
- Prof. Dr. Zelal Ates, HEC Liege, Management School, Belgium
- Professor Tom Baker, University of Alabama, US
- Prof. Dr. Marion Buettgen, University of Hohenheim, Germany
- Prof. Dr. Heiner Evanschitzky, Aston Business School, UK
- Dr. Sebastian Forkmann, University of Alabama, US
- Prof. Dr. Julia Hartmann, EBS Business School, Germany
- Prof. Dr. Stephan Henneberg, Queen Mary University of London, UK
- Prof. Dr. Bjoern Ivens, University of Bamberg, Germany
- Prof. Dr. Jay Kandampully, Ohio State University, US
- Prof. Dr. Timothy Keiningham, St. John's University
- Dr. Stephan Ludwig, University of Surrey
- Prof. Dr. Christina Sichtmann, University of Vienna, Austria
- Prof. Dr. Martin Wetzels, Maastricht University
Marketing in the Full time and Executive MBA
Business and Engagement Officer of the Department of Marketing and Retailing
significant. These findings are an important contribution to the literature, as previous studies have almost exclusively focused on the financial drivers of nonownership service use.
time and effort spent to obtain a service, has increased in conjunction with certain sociocultural
and demographic changes. Prior research notes the significance of service convenience, but the
importance of different dimensions of service convenience as well as the role of key moderators
affecting the link between convenience and satisfaction (like customer psychographic and
sociodemographic characteristics) remain unaddressed.
Design/methodology/approach: Two models are developed and tested: 1) a multidimensional
model of service convenience with a formative measure of five service convenience dimensions:
decision, access, search, transaction, and after-sales convenience; and 2) a moderator model
hypothesizing different customer psychographic and sociodemographic characteristics (time
pressure, shopping enjoyment, age, household size, income) that affect the link between service
convenience and satisfaction.
Findings: This study reveals that search convenience, followed by transaction and decision
convenience, exerts the greatest influence on the perception of overall service convenience. In
addition, those who value service convenience most are high-income, time-pressed consumers in
smaller households who experience low shopping enjoyment.
Originality/value: Providers have limited budgets for enhancing their services. Thus it is
important to identify which dimension has the greatest influence on the perception of service
convenience as well as the customer segments for which service convenience is most critical.
and resources & capabilities of actors, Journal of Business Research 79 pp. 219-227 Elsevier
actors: a platform provider (e.g., Uber), a peer service provider (e.g., an Uber driver) and a customer. The
platform provider's main role is matchmaking, so that a customer can access assets of a peer service provider.
This paper has three objectives. First, this article identifies three criteria to delineate CC from related constructs
such as access-based consumption, sharing or renting. Second, it introduces a literature-based framework
explicating the roles of the actors in the CC triangle along three dimensions: motives, activities and resources and
capabilities. Third, it highlights areas for further research, such as the dynamics of CC, context-dependent
motives and the emergence of professional (peer) service providers.
This study aims to make two main contributions: (1) showcase
the diversity of service research in terms of the variety of used theories and methods
and (2) explain (post publication) success of articles operationalized as interest in an
article (downloads), usage (citations), and awards (best paper nomination). From
there, three sub-contributions are derived: (1) stimulate a dialogue about existing
norms and practices in the service field, (2) enable and encourage openness amongst
service scholars, and (3) motivate scholars to join the field.
A mixed method approach is used in combining quantitative and qualitative
research methods while analyzing 158 Journal of Service Management articles on
several criteria such as their theory, methodology, and main descriptive elements
(e.g., number of authors or references) and then using automated text analysis (e.g.
investigating the readability of articles, etc.).
The results show that the Journal of Service Management publishes a large
variety of articles with regards to theories, methods of data collection, and types of
data analysis. For example, JOSM has published a mixture of qualitative and
quantitative articles and papers containing firm-level and customer-level data.
Further, the results show that even though conceptual articles create the same amount
of interest (downloads), they are used more (citations).
This article presents many descriptive results which do not allow for
making inferences toward the entire service research discipline. Further, it is only
based on one service research journal (Journal of Service Management) through a 5
year span of publication.
The results have a number of implications for the discipline that are
presented and discussed. Amongst them are that: (1) the discipline should be more
open towards conceptual articles, (2) service research shows an imbalance towards
theory testing, (3) there is more potential to work with transactional data, and (4)
writing style should be more accessible (i.e. readable).
Originality: This article is the first to conduct an in-depth analysis of service research
articles to stimulate dialogue about common publishing practices in the Journal of
Service Management and to increase the openness of the field.
This research aims to better understand customer experience, as it relates to customer commitment and provides a framework for future research into the intersection of these emerging streams of research.
This research contributes to theoretical and practical perspectives on customer experience and its measurement by integrating extant literature with customer commitment and customer satisfaction literature.
The breadth of the domains that encompass customer experience ? cognitive, emotional, physical, sensorial and social ? makes simplistic metrics impossible for gauging the entirety of customers? experiences. These findings provide strong support of the need for new research into customer experience and customer commitment.
Given the complexity of customer experience, managers are unlikely to track and manage all relevant elements of the concept. This research provides a framework identifying empirically the most salient attributes of customer experience with particular emphasis on those elements that enhance commitment. This offers insight into service design to correspond with specific commitment and experience dimensions.
This research is the first to examine the customer experience as it relates to customer commitment ? a key factor in customer loyalty, positive word of mouth and other desired outcomes for managers and marketers. This paper provides a framework for future research into these emerging topics.
The collaborative economy (CE), and within it, collaborative consumption (CC) has
become a central element of the global economy and has substantially disrupted service markets
(e.g., accommodation and individual transportation). The purpose of this paper is to explore the
trends and develop future scenarios for market structures in the CE. This allows service providers
and public policy makers to better prepare for potential future disruption.
Thought experiments ? theoretically grounded in Population
Ecology (PE) ? are used to extrapolate future scenarios beyond the boundaries of existing
The patterns suggested by population ecology forecast developmental trajectories of CE
leading to one of the following three future scenarios of market structures: the centrally
orchestrated CE, the social bubbles CE and the decentralized autonomous CE.
The purpose of this research was to create CE future scenarios in 2050 to
stretch one?s consideration of possible futures. What unfolds in the next decade and beyond could
be similar, a variation of, or entirely different than those described.
Public policy makers need to consider how regulations ? often designed for a
time when existing technologies were inconceivable ? can remain relevant for the developing
collaborative economy. This research reveals challenges including distribution of power, insularity
and social compensation mechanisms that need consideration across states and national borders.
This research tests the robustness of assumptions used today for significant, plausible
market changes in the future. It provides considerable value in exploring challenges for public
policy given the broad societal, economic, and political implications of the present market
to exchange goods. Its success depends on member participation; however, little is known about
its drivers. Based on literature we identify five drivers. To capture their impact over time, we test
a latent growth curve model with longitudinal data, comparing the effects at an initial point of
time with their impact on the growth of member participation over three subsequent periods. The
results show that providers? responsiveness and community identification have a positive effect
on the initial level, but not on growth. Members? enjoyment has no level effect, but a growth
effect. Only role clarity has an impact on level and growth. Interestingly, co-members?
cooperation weakens member participation, which leads us to conclude that too much
cooperation - which appears as professionalism in a trading community - ?kills? member
participation. We conclude with theoretical and managerial implications.
and format choices for big, multi-item shopping baskets, but limited insights determine consumers?
unique shopping routines when they seek to buy just one or a few items while on the go.
Such shopping situations might affect consumers? format selections for both search and experience
goods. This study uses multi-attribute utility theory to develop a framework, tested with a
scenario-based experiment. For search goods, a format?s economic utility (price level, speed) is
more important; its functional utility (quality, variety) and psychological utility (atmosphere, service)
become less important considerations. Furthermore, the tolerable range of formats is larger
for search goods. The level of on-the-go purchase and consumption frequency moderates these
effects. Therefore, this research helps to clarify what drives consumers? format selections in on-the-go shopping situations, with useful managerial insights for how retailers can compete in the
growing on-the-go market.
firms. However, in recent years, customer deviance is on the rise and the academic literature has
provided little insight into the drivers of deviance, the actual behaviors, and strategies for how
managers can better manage a customer base that cannot be classified as universally benign. This
article addresses customer deviance ranging from classic examples like shoplifting to engaging
in hostile to anti-brand behaviors on social media or even breaking established norms such as
trespassing in stores after closing hours. In an effort to spur new research into customer
deviance, we propose a customer deviance framework encompassing the triggers, behaviors, and
consequences of customer deviance with attention given to differentiating firms, employees, and
other customers as the possible targets of deviant behaviors. We outline prevention strategies that
comprise social, design, and technological-oriented factors, which in turn can help firms better
manage deviant behavior. In doing so, we identify gaps in the literature and close with an
actionable agenda for future research that can help firms curtail these negative customer