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.
University roles and responsibilities
- Business and Engagement Officer
- Service Marketing, in particular
- customer participation
- access based services
- Customer perception
- Supply chain liability
- Food consumption
- on-the-go consumption
- health orientation
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
Organizations (data gatherers in our context) drown in data while at the same time seeking managerially relevant insights. Academics (data hunters) have to deal with decreasing respondent participation and escalating costs of data collection while at the same time seeking to increase the managerial relevance of their research. We provide a framework on which managers and academics can collaborate better to leverage each other?s resources.
This research synthesizes the academic and managerial literature on the realities and priorities of practitioners and academics with regard to data. Based on the literature, reflections from the world?s leading service research centers, and the authors? own experiences, we develop recommendations on how to collaborate in research.
Four dimensions of different data realities and priorities were identified: research problem, research resources, research process, and research outcome. In total, 26 recommendations are presented that aim to equip academics to leverage the potential of corporate data for research purposes and to help managers to leverage research results for their business.
This article argues that both practitioners and academics have a lot to gain from collaborating by exchanging corporate data for scientific approaches and insights. However, the gap between different realities and priorities needs to be bridged when doing so. The article first identifies data realities and priorities and then develops recommendations on how to best collaborate given these differences.
This research has the potential to contribute to managerial practice by informing academics on how to better collaborate with the managerial world and thereby facilitate collaboration and the dissemination of academic research for the benefit of both parties.
Whereas previous literature has primarily examined practitioner?academic collaboration in general, this study is the first to focus specifically on the aspects related to sharing corporate data and to elaborate on academic and corporate objectives with regard to data and insights.
car ownership. However, various carsharing programs have displayed limited success in the
past. An initial field study of a new carsharing service is such a story of failure: The
introduction of this new service at a medium-sized German university generated
unexpectedly low adoption rates so that the service was eventually scaled-down and then
suspended. Quantitative field study results as well as additional qualitative focus groups
reveal that missing compatibility is a key barrier to adoption. Drawing on extant conceptual
frameworks of user participation in sharing business models, a factorial survey identifies the
importance of different dimensions of carsharing business models for their acceptance. The
results reveal that a set of convenience and lifestyle dimensions influences usage intentions,
including mode of drive, pick-up and drop-off mode, service level, price model, availability,
and type of market mediation. In contrast, vehicle fleet does not appear to influence
carsharing models? acceptance. These findings contribute to research on business model
configuration as well as the attitude-behavior gap in the sharing economy by determining
relevant dimensions of a carsharing business model which can bridge the gap between
basically positive attitudes and usage resistance. Thereby they also serve for concrete
their new products by enabling (unintended) trials. However, the mechanisms and impact of
consumer exposure to products in ABS and the subsequent potential spillover effects on both
the brand and the product perception are largely unknown. Our hypotheses are derived from
information integration theory (IIT) and subsequently tested. Study 1 is a field study
investigating an unintended trial moderated by involvement and positive experience. The
results indicate positive effects from the unintended trial on product and brand attitudes,
brand purchase intention, and word of mouth. In line with IIT, these effects are more
pronounced for positive trial experience, although in contrast to IIT, they are less pronounced
for high involvement consumers. While the results of Study 2, an online experiment, show
substantial effects of both trials compared to non-trials, they also reveal that intended and
unintended trials have a similar impact on attitude, but ABS experiences have a stronger
positive impact on brand purchase intention. We thus recommend that brand managers
promote not only new products but also their brands in unintended trials. This research fills a
gap in current discussions about the trial effect(s) of ABS.
decision making combined with the reported benefits of Enterprise Feedback Management
solutions has resulted in a rapid rise in usage and valuation of EFM providers. The explicit
promise of EFM providers is improved financial performance, whereas there is no scientific
research investigating this link. To investigate the link between EFM usage and financial
performance is core of this research.
Design/methodology/approach ? To gain insight into this link survey data from 127 USbased
firms on their usage of EFM platforms was linked to their stock market performance over
Findings ? This research did not find any significant positive relationships between
different aspects of EFM usage investigated and stock returns. It is important to note that these
results should not be taken as validation that EFM systems do not result in positive financial
outcomes for firms. It may be that superior market performance as measured through stock
returns is difficult to observe through a cross-sectional analysis. Instead these results indicate
that superior market performance as measured through stock market performance is not an
obvious, generalizable outcome for firms that have adopted EFM systems.
Originality ? Enterprise Feedback Management has rapidly grown across many consumer
facing industries, with EFM platform providers receiving very high market valuations on
relatively small revenue streams. This is one of the first scientific papers to study the usage and
impact of these EFM systems.