Anne-Madeleine Kranzbühler wins SERVSIG Best Dissertation Award 2018

In her dissertation „Orchestrating the customer journey: Four essays on how to create meaningful customer experiences”, Anne-Madeleine Kranzbühler shed some more light on what currently seems to be the holy grail in practice—customer experience management—from a scientific perspective.

31-10-2019 | 12:42

In her dissertation „Orchestrating the customer journey: Four essays on how to create meaningful customer experiences”, Anne-Madeleine Kranzbühler shed some more light on what currently seems to be the holy grail in practice—customer experience management—from a scientific perspective. Her dissertation was supervised by professors Mirella Kleijnen and Peeter Verlegh.

The award is initiated by SERVSIG, the Service Special Interest Group from the American Marketing Association. Candidates for the award must make a substantial contribution to service research (e.g., originality, theoretical foundations, methodological execution, value of the results to service scholars and managers). It is a great acknowledgement of early career achievement and on top of that, the winner receives $1000 (sponsored by Maastricht University). Three finalists presented their work during the QUIS16 conference in Karlstad, where Anne was announced the winner.

Read a brief review of her dissertation.