Sonja Christ-Brendemühl

Research Associate

Sonja Christ-Brendemühl studied business administration with a focus on Marketing, Organization, and Psychology at University of Mannheim. In her thesis titled "Antecedents and Consequences of Customer Orientation in After Sales Services", she analyzed how service employees customer orientation in the automotive industry is related to job satisfaction, citizenship behavior and commitment.

After her studies, she worked for more than seven years for Manpower Group Germany, Eschborn, in positions such as corporate communications specialist and manager communications.

Sonja joined the Institute for Management at the University of Koblenz-Landau in April 2018 and is currently working towards a PhD in the field of digitization of people-intensive services such as hospitality and gastronomy.

 

 

Auszeichnungen

IRSSM Young Service Researcher Award 2019

IRSSM Best Paper Award 2019 for: 

Christ-Brendemühl, S.; Schaarschmidt, M. (2019). A Dyadic Analysis of the Effects of Frontline Service Employees’ Self-efficacy on Customer Outcomes. 10th International Research Symposium in Service Management (IRSSM), Dubai, V.A.E..

 

Veröffentlichungen

Christ-Brendemühl, S. and Schaarschmidt, M. (2019). Frontline backlash: Service employees' deviance from digital processes. Journal of Services Marketing, forthcoming

Christ-Brendemühl, S.; Schaarschmidt, M. (2019). A Dyadic Analysis of the Effects of Frontline Service Employees’ Self-efficacy on Customer Outcomes. 10th International Research Symposium in Service Management (IRSSM), Dubai, V.A.E..

Christ-Brendemühl, S.; Schaarschmidt, M. (2019). Frontline Employees’ Technology-induced Job Demands and Resources: Effects on Technostress, Customer Orientation, and Customer Outcomes. Conference on Technology, Innovation Management and Entrepreneurship (TIE), Darmstadt, Germany.

Christ-Brendemühl, S. and Schaarschmidt, M. (2019). Closing the gap between technological enhancement and personal expectations: A 360-degree view on technology deployment in the restaurant industry. Service Frontiers, Singapore, 07/2019.

Christ-Brendemühl, S. and Schaarschmidt, M. (2019). Technology-induced Role Ambiguity and Process Deviance among Frontline-Service Employees. European Academy of Management (EURAM), Lisboa, 06/2019.

Schaarschmidt, M., Dose, D., Christ-Brendemühl, S. and Walsh, G. (2019). Customer integration in separated digital services: Fairness perceptions and relational outcomes. Service Frontiers, Singapore, 07/2019.

Christ-Brendemühl, S.; Schaarschmidt, M. (2018). Digitization-induced Process Deviance in the Food Service Industry? How Frontline-Service Employees deal with Online Reservation Systems. 9th International Research Symposium in Service Management (IRSSM), Ljubljana, 07/2018.

 

Vorträge

Christ-Brendemühl, S. (2019). Forschungsprojekt Digitalisierte Gastronomie: Ergebnispräsentation. Industrie- und Handelskammer (IHK) Koblenz, 05/2019.

Christ-Brendemühl, S. (2019). Wie wirkt sich Digitalisierung auf die Gastronomie aus?. Expertengespräch Sprachassistenz & Digitalisierung im Food Service Markt, Ludwigsburg, 09/2019.

 

Tätigkeiten