Our team
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Management team
Gaby Odekerken-Schröder
Scientific director
Prof. Dr. Gaby Odekerken-Schröder holds a chair in customer-centric service science at Maastricht University. Her main research interests are related to the domains of relationship marketing, services marketing, and customer (e-)loyalty. She is passionate about the new developments at Maastricht University’s Service Science Factory; the place where academia meets business to create innovative services.
Her research has been published in Journal of Marketing, Journal of Retailing, Journal of Business Research, European Journal of Marketing, Journal of Retailing and Consumer Services, Journal of Consumer Marketing and many other international journals. Her teaching time is dedicated to developing high quality courses for bachelor, master, PhD and executive students.
Jos Lemmink
Founder
Professor Jos Lemmink started his career in 1981, working for the Netherlands Postal and Telecommunications Services (PTT) in The Hague. Four years later he joined the faculty of Maastricht University, where, in 1991, he defended his doctoral thesis and, subsequently, was appointed full professor of marketing. Lemmink is one of the founders of the Service Science Factory, an innovative place for inventing new and improving existing services. On 1 May 2011 he was also appointed to the Canon-Océ Endowed Chair in Business Services Innovation. In July 2011 the Executive Board of Maastricht University has reappointed professor Jos Lemmink as Dean of the Maastricht University School of Business and Economics (SBE).
Anja Jansen
Operational Manager
Anja Jansen is the Operational Manager of Service Science Factory. In the past, she occupied a number of managerial positions in both public (Maastricht University) and private (Ericsson, Vodafone) sectors. She also does not lack entrepreneurial spirit, as in the previous decade she successfully managed her own business, active on the market of three European countries. A Maastricht native, Anja spent ten years living in Germany and fluently speaks three languages: English, Dutch and German. In her spare time she enjoys playing the saxophone, cooking and trying to, in her own words, “discover something new” – a life stance that is fully embraced by the Service Science Factory.
Linda Lichel
Services Consultant
Linda Lichel obtained her Bachelor and Master degrees in International Business and Strategic Marketing at Maastricht University. Besides her studies she gained practical experience in the marketing departments of Mercedes Benz CAC and Schenker Deutschland AG. After her studies, she worked at the marketing department of the University doing research in the field of consumer behavior and online social networks. She is now Services Consultant at the Service Science Factory working on projects and doing research in the service innovation and design area.
Paul Iske
Strategic Advisor
Paul Iske is an extraordinary Professor of Innovation and Business Venturing at the School of Business and Economics of Maastricht University. In this position he is responsible for the set up of Service Science Factory. He is Chief Dialogues Officer at ABN AMRO Bank, which includes the functions of Director of the Dialogues House and Dialogues Incubator. In this role, he stimulates entrepreneurial and innovative thinking and behavior within and outside ABN AMRO Bank. Furthermore, he is founder of the Institute of Brilliant Failures, calls himself consulting Challenger and is a frequent speaker on international conferences and workshops focusing on Knowledge Management, Innovation and Entrepreneurship. Finally, he is Partner in ‘Conceptisch’, an organization focusing on the (co-)creation of environments that support the development of intellectual capital. Paul Iske holds a PhD in Theoretical Physics.
Rob de Bie
Strategic Advisor
Rob de Bie studied physiotherapy, human movement sciences and epidemiology. He teaches Clinical Epidemiology and Evidence-Based Medicine to students from the university and at international courses and universities. His research focuses on diseases of the musculoskeletal system, especially in the rehabilitation and physiotherapeutic setting and he has won several research awards. He is director of the Cochrane Rehabilitation and Related Therapies Field, director of the Centre for Evidence-Based Physiotherapy – Maastricht that holds scientific responsibility for physiotherapy guidelines in the Netherlands, program director for the Health Sciences Research Master program, and editor for Cochrane Back Group and the Cochrane Musculoskeletal Group. He is inter alia co-editor for Advances in Physiotherapy, advisory board member for the Australian Journal of Physiotherapy and research associate of the ICF/WHO initiative on outcome assessment in multidisciplinary settings. Since December 2003 he holds the chair in Physiotherapy Research and since September 2008 he is Education Director for Health at the Faculty of Health, Medicine and Life Sciences.
Wynand Bodewes
Strategic Advisor
Wynand Bodewes since January 2009 is a lecturer affiliated with the Maastricht Centre for Entrepreneurship. He holds a Bachelor degree in Chemical Engineering and a Master degree in Business Administration (both obtained in Groningen) and received his PhD in General Management from the Rotterdam School of Management, Erasmus University (RSM). As an assistant professor at RSM he co-founded the Erasmus Centre for Entrepreneurship and developed its internationally acclaimed MSc programme in high-impact venturing. An experience teacher of new business venturing, his intellectual passions are growth, scalability and business modelling. Wynand coaches several entrepreneurs and speaks regularly about innovative entrepreneurship at seminars and workshops for organisations such as Deloitte, ING, Athlon Carlease, and Emergis.
Sjannie Hulsman
Strategic Account Manager
Sjannie Hulsman is our Strategic Account Manager. She studied tourism in Breda (NL) and Bournemouth University (UK), economics at the Fachhochschule, Heilbronn (Germany) and gained an executive MBA from Rotterdam School of Management. She offers extensive experience in delivering tangible and intangible business benefits to premium hotel corporations (Oetker Hotels, Inter*Continental), pharmaceutical companies (Biogen-Idec, Teva Pharmaceuticals) and other service industries (Swiss Life Insurances, SNS Property Finance International). Her mission is to offer innovative ways and analytical and hands-on advise to companies that wish to implement customer service solutions in various environments. She establishes, connects and motivates (international) teams, while transforming business ambitions up to accomplishment. Fluent in 5 languages (Dutch, English, German, Spanish, French) combined with living abroad, she feels comfortable in diverse settings and thrives through relating people, ideas and companies.
Researchers
Sabine Möller
Visiting Professor
Sabine Moeller holds the Lekkerland Endowed Chair for Convenience & Marketing and manages the Competence Center for Convenience. Before joining EBS, she was Assistant Professor at the Otto Beisheim Endowed Chair of Marketing and Commerce at the WHU where she also managed the Center for Market-oriented Management. Sabine Moeller's research focus in Retail is Convenience and Store Design; in Services she investigates the Collaboration with Customers and Service Design. She teaches courses in General Marketing, Services & Retail and Brand Management at Bachelor, Master and MBA level. Furthermore, she is member of the EBS Management Committee Research and the Academic Director of MBA Summer Schools.
Alexander Henkel
PhD Candidate
Alexander Henkel obtained both, his Bachelor’s degree in International Business and his Master’s degree in marketing-finance (cum laude) from Maastricht University. During his bachelor he built up a quantitative foundation in finance and operations research and spent one semester at Universidade Nova in Lisbon, Portugal. Alex has a passion for marketing research and fully embraces a customer-centric view for service innovation. For his final thesis he investigated loyalty formation within consumers of socially responsibly branded financial services. For his PhD Alex is going to conduct interdisciplinary research on service innovation in conjunction with the newly established document services valley (DSV) in Venlo. The DSV is a strategic initiative set up by Canon-Océ, committed to understanding and extending document services through open innovation and education in an innovative knowledge center.
Alex is excited about the integration of theory and practice as well as the interdisciplinary approach at the Service Science Factory. Besides having devoted one year of his live to social work, Alex acquired practical experience as student trainee / intern during several minor placements. At Pierburg in Germany he gained profound insights into the business administration of a multinational organization.
Robert Ciuchita
PhD Candidate
Robert possesses a solid background in Marketing (both academic and practical) with a strong focus on branding given his three years of experience in a Romanian branding consultancy agency. Furthermore, he has studied and / or worked in international teams in four different countries and cultures (Romania, Iceland, the Netherlands and China). Over the years, Robert’s interest has shifted from corporate brand identity to relationship marketing and ultimately service innovation. Consequently, over the last years he has been part of, as well as has successfully led international multidisciplinary teams in real-life, real-time service innovation projects for the Service Science Factory.
Currently, Robert’s PhD topic revolves around the essential role of the customer in developing successful service innovations (service innovation co-creation). He is very interested in collaboration opportunities for academic research, as well as for challenging consultancy projects alongside forward-looking companies.
Johannes Bögershausen
PhD Candidate
Johannes Boegershausen (Bögershausen) holds an undergraduate degree in business administration (B.Sc.) from the Catholic University of Eichstätt-Ingolstadt, Germany, and a Master of Science (cum laude) from Maastricht University, The Netherlands.
During his studies at Ingolstadt and Maastricht and exchanges at University College Dublin (Ireland) and Grenoble Ecole de Management (France), Johannes developed a passion for service research. In particular, he is enthusiastic about customer-related topics such as customer satisfaction, customer education, service recovery and co-value creation.
He is currently working on his first PhD project, which aims at understanding the facilitators and barriers to customer reconciliation following failed service recoveries. His PhD project is supervised by Prof. Dr. Gaby Odekerken-Schröder and Dr. Elisabeth Brüggen (both of Maastricht University).
Prior to his graduate studies, Johannes has gained some work experience in the medical technology industry and has been an independent consultant in the hearing aid retailing sector.
Office
Conny Weijenberg
Front-office employee
After years of secretariat work at a large telecom company, Conny has decided to bring her skills and experience to a new and exciting environment and hence has joined the Service Science Factory in the summer of 2011. It did not take a long time for Conny to prove to be a valuable member of our team, since she possesses a service-oriented mind-set and understands that our work requires commitment and flexibility. Thus, she has become the person that makes sure that everything (from arranging appointments and preparing the meeting-rooms to picking up office supplies or project-related materials) runs smoothly. Conny treats working at the Service Science Factory as being part of a happy, hard-working family and with her positive attitude she always manages to bring a smile on the face of whoever enters our office.
Laszlo Determann
Intern
Laszlo Determann is a fourth year student from the Hotel Management School Maastricht. He will be doing his management internship at the Service Science Factory, the final phase before his graduation. During this internship Laszlo will focus on hospitality within the Service Science Factory and between several stakeholders and the Service Science Factory, participate in several projects and work on the relationship between the Service Science Factory and bachelor students from ‘HBO’ faculties. Laszlo gained practical experience with hospitality while working at the Imperial Riding School, a Renaissance Hotel in Vienna during his practical internship, and while working on many projects and practical assignments at the Hotel Management School.
