Research

Areas of Expertise

Social Media, Social Networks, and e-Services, Service Marketing and Consumer Behavior, Innovation Communication & Perception, Consumer Behavior, Market Research

Degrees

Dr., Ludwig-Maximilians-University Munich
MBR, Ludwig-Maximilians-University Munich
Dipl.-Math., Humboldt University, Berlin
Dipl.-Kfm., Humboldt University, Berlin

Professional Publications & Contributions

• Kunz, Werner; Hogreve, Jens (2011): Toward a Deeper Understanding of Services Marketing: The Past, the Present, and the Future, International Journal of Research in Marketing (forthcoming)
• Kunz, Werner; Schmitt, Bernd; Meyer, Anton (2011): How does perceived firm innovativeness affect the consumer? Journal of Business Research, Vol. 64, pp. 816–822
• Kantsperger, Roland; Kunz, Werner (2010): Consumer Trust in Service Companies: a Multiple Mediating Analysis, Managing Service Quality, 1 (Jan), Vol. 20, pp. 4 – 25
• Kunz, Werner (2007): Visualization of Competitive Market Structure by Means of Choice Data, Computational Statistics, 4 (Dec), Vol. 22, pp. 521-531
• Kantsperger, Roland; Kunz, Werner (2005): Managing Overall Service Quality in Customer Care Centers – Empirical Findings of a Multi-Perspective Approach, International Journal of Service Industry Management (IJSIM), 2 (Feb), Vol. 16, pp. 135-152

Additional Information

Background

Werner Kunz is a social Media expert with nationwide regular appearance in TV and newspapers.  He participates in consulting projects and executive teaching courses on brand building, innovation, service and quality management to private and public sector organizations.

Research Interests

E-Services, Social Networks, Innovation, Communication and Service Research, Research Methods

Professional Activities

Professional services for Academic Associations, Journals and Conferences
Many consulting projects and executive teaching courses on customer satisfaction, brand building, innovation, service and quality management to private and public sector organizations.

Honors

• 2011 – Awarded as one of the best papers on the 12th International Research Symposium on Service Excellence in Management (QUIS) in Ithaca, New York, June 2011, for “Transforming Users into Fans – How Fan Pages Influence the Consumer-Brand Relationship”, (co-author Benedikt Jahn)
• 2010 – College of Management Teaching Fellow, 2011-2013
• 2009 – College of Management Faculty Research Award, 2009
• 2005 – Dissertation Excellence Award of the Ludwig-Maximilians-University donated by the Munich Business Forum
• 2004 – Best-paper award on the 9th International Research Symposium on Service Excellence in Management (QUIS) in Karlstad, Sweden, July 2004, for “Measuring and Managing Overall Service Quality in Customer Care Centers – Empirical Findings of a Multi-Perspective Approach”, (co-author Roland Kantsperger and Alexander Wilkozewski)

Courses Taught

Social Media, Service Marketing, Integrated Marketing Communication, Internet Marketing, Market Research, Principles of Marketing, Decision in Consumer Industries, Branding Strategy and Communication.

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