Prof. Dr. Florian von Wangenheim

Research Interests

My main research fields are technology-intensive service management, customer management and online marketing. Broadly, I am interested in how technology affects the way in which organizations interact with their customers. Drivers of this development are (1) the availability of massive amounts of customer data as well as techniques of using them, (2) technologies that replace human interaction (such as self-service or remote service technologies) and (3) web technologies.