Prof. Dr. Bernd Stauss
	Catholic University of Eichstaett-Ingolstadt Ingolstadt School of Management Chair of Services Management Auf der Schanz 49 85049 Ingolstadt Germany Tel.: +49 (0) 841 – 937 1861 Fax:  +49 (0) 841 – 937 1970 Tuesdays, 16:00-18:00 Please make an appointment E-Mail: bernd.stauss@ku-eichstaett.de Internet: www.dlm-stauss.de
Curriculum Vitae Bernd Stauss is Professor of Business Administration at Ingolstadt School of Management (Catholic Univer-sity of Eichstaett-Ingolstadt) where he holds the Chair of Services Management. He has written and edited more than 20 books and more than 170 articles on service-related subjects. In addition, he is member of several international editorial review boards. His current research interests are service customer-relationship management, complaint management, and value creation through customer care.

• Awards (selection)
• Memberships (selection)
• Scientific activities (selection)
• Organising scientific conferences/congresses/workshops (selection)
• Presentations at scientific conferences/congresses/workshops (selection)
• Presentations at conferences/congresses/workshops (focus: practise)(selection)

2006 Award for Excellence; Best Paper Award 2006 of the journal „International Journal of Service Industry Management” for: Stauss, B./Schmidt, M./Schöler, A. (2005): „Customer frustration in loyalty programs“, in: International Journal of Service Industry Management, Vol. 16, No. 3, pp. 229-252
2006 International Fellow des Service Research Center (CTF), University of Karlstad, Sweden
2005 Award for Excellence; Best Paper Award 2005 of the journal „Managing Service Quality“ for: Stauss, B./Schöler, A. (2004): Complaint management profitability: what do complaint managers know? in: Managing Service Quality, Vol. 14, No. 2/3, pp. 147-156
2003 Award for Excellence; Best Paper Award 2003 of the journal „Managing Service Quality“ for: Stauss, B. (2002): The dimensions of complaint satisfaction: process and outcome complaint satisfaction versus cold fact and warm act complaint satisfaction, in: Managing Service Quality, Vol. 12, No. 3, pp. 173-183
2000 Award for Excellence; Best Paper Award 2000 of the journal „Journal of Services Marketing“ for: Stauss, B./Mang, P. (1999): „‘Culture shocks‘ in inter-cultural service encounters?“, in: Journal of Services Marketing, Vol. 13, No. 4/5, pp. 329-346
1995 Highly commended paper of the journal „International Journal of Service Industry Management“ for: Stauss, B. (1993): Service problem deployment: Transformation of problem information into problem prevention activities, in: International Journal of Service Industry Management, Vol. 4, No. 2, pp. 41-62

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• American Marketing Association
• European Marketing Academy (finished)
• International Service Quality Association (finished)
• International Academy of Services Research and Education

Editorial Board

• European Journal of Marketing (1999-2004)
• International Journal of Service Industry Management (IJSIM)/Journal of Service Management (JOSM) (since  1995)
• Journal of Service Research (since 2008)
• Service Business (since 2008)
• Managing Service Quality (since 2003)

Ad hoc Reviewing Journals (selection)

• Academy of Management Perspectives
• Industrial Marketing Management
• Journal of Business Research
• Psychological Reports

Ad hoc Reviewing Conferences (selection)

• AMA Special Conferences
• Conference of the European Association of Education and Research in Commercial Distribution (EAERCD)
• Quality in Services (QUIS) Conferences

Reports

• Doctoral Dissertation Reports of the International Academy of Services Research and Education (1995-2008, annually)

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2009 Quality in Service (QUIS) 11: Moving Forward with Service Quality, Wolfsburg (with St. W. Brown, B. Edvardsson and R. Johnston)
2006 The First German Services Science Conference, Catholic University of Eichstaett-Ingolstadt, Ingolstadt (with K. Engelmann, A. Kremer and A. Luhn)
1998 EIASM Workshop Quality Management in Services VIII, Catholic University of Eichstaett-Ingolstadt, Ingolstadt (with P. Kunst and J. Lemmink)

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2008 17th Frontiers in Service Conference, Washington, USA, Topic: „Segmentation of Lost Customers: Price and Quality Defectors as Target Groups for Managing Customer Retention“ (with W. Seidel)
2007 The 10th International Conference on Service Excellence in Management (QUIS 10) University of Central Florida, Miami, Topic: „Business Process Outsourcing BPO) - Value Creation through External Service Providers“ (with M. Jedraßczyk)
2007 First International Workshop on Attachment Research in Marketing, University of Innsbruck, Topic: „Customer Frustration“
2007 16th Frontiers in Service Conference, San Francisco, USA, Topic: „Customer Complimenting Behavior – An Affective Events Theoretic Approach“
2006 The First German Services Science Conference, Catholic University of Eichstaett-Ingolstadt, Ingolstadt, Topic: „International Services Research – Status Quo and Developments“
2005 14th Frontiers in Services Conference, University of Arizona, Tempe, Topic: „Evidence Controlling as Part of Complaint Management – An Approach to Estimate the ‚Annoyance Iceberg‘” (with W. Seidel)
2005 AMA Servsig Research Conference 2005, NUS Business School Singapore, Topic: „Non-complaining Behavior of Lost Customers“ (with W. Seidel)
2004 13th Frontiers in Services Conference, University of Miami, Topic: „Customer Frustration in Loyalty Programs“
2004 EDEN Doctoral Seminar in Service Management and Marketing, Swedish School of Economics (Hanken), Helsinki, Topic: „Service Recovery“
2003 AMA Servsig Services Research Conference, Reims Management School, France, Topic: „Complaint Management Profitability (CMP): What do Complaint Managers know?“ (with A. Schöler)
2002 8th International Conference on Quality in Services (QUIS 8), University of Victoria, Canada, Topic: „Which kind of relationship and how much relationship do which kind of service customers like? Or: Destroying customer relationships by CRM?“
2000 Quality in Services (QUIS) 7, University of Karlstad, Sweden, Topic: „Retention Effects of a Customer Club“ (with K. Chojnacki)

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2007 WACRA (Worldwide Airline Customer Relations Association), 49. Conference, Bahrain, Topics: „The Economic Benefits of Complaint Management“ und „Global Weblog Customer Communication as a Challenge for Customer Care“
2007 The First ‚Gouden Oor‘ Event, Arnhem, The Netherlands, Topic: „The Strategic Relevance of Complaint Management“
2006 Hospitality and Facility Services Forum, Vlerick Leuven Gent Management School, Gent, Belgium, Topic: „Complaint Management: A Strategic Point of View“
2006 CTF’s 20th Anniversary, Karlstad, Sweden, Topic: „Pitfalls in Loyalty Programs“
2004 CERS Award for Excellence in Relationship Marketing and Management, Helsinki, Finland, Topic: „The Economic Benefits of Complaint Management“
2003 Customer Claims and Complaints Conference for the Travel and Aviation Industry, Frankfurt, Topic: „The Economic Benefits of Complaint Management“

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