Department: Technology Marketing, Department of Management, Technology, and Economics

University: ETH Zürich

Prof. Florian v. Wangenheim is Professor of Technology Marketing, Department of Management, Technology, and Economics, ETH Zürich. Before joining ETH in 2013, he was a Professor of Service and Technology Marketing at the TUM Business School, Technische Universität München, a junior professor of services management at the University of Dortmund, Germany, and a visiting professor of marketing and services at the University of Passau, Germany. His doctoral degree is from the University of Mainz, Germany (2002). He is a member of the Global Research Faculty of the Center for Service Leadership (CSL) at Arizona State University.

His research focuses on the consequences of service technologies that replace and complement human interaction in service delivery, such as Remote and Teleservices, Self-Services, Robots and Chatbots, and other interactive technology systems in contexts such as industrial, health and financial services. He is Associate Editor of the Journal of Service Research and serves on the editorial board of the Journal of Marketing and the Journal of Business Research. For his work, he received various best paper awards from the American Marketing Association, and various research awards from organisations such as the Academy of Management (AoM), the German Federal Ministry of Higher Education (BMBF), the Academy of Marketing Science (AMS), the Swiss Academy of Marketing Science (SAMS), German Marketing Association (DMV), and the German Association of Business Professors (VHB). Most of his research projects are conducted with public and industry partners, including, among others, Hilti, CSS, Mobilar, BMW, Ebay, Siemens, Deutsche Lufthansa, as well as many small and medium-sized firms.