Dr. Stauss is Chair of Services Management at the Ingolstadt School of Management, Germany.  His academic interests lie in  management issues that emerge in the context of the production and marketing of services for internal and external customers.  Dr. Stauss is the author and editor of several books.  Among his latest publications are the co-edition of books on service quality management, service networks, service interactions, electronic services and international services management.  The main focus of his research is on customer satisfaction, dissatisfaction, complaining behavior and complaint management.  The international edition of his book’s Complaint Management – The Heart of CRM' (with Wolfgang Seidel as co-author) was published in 2005.  The German version of that book is now in its fourth edition and is considered to be a standard work.  He has written more than 170 articles which have been published in books and journals such as Managing Service Quality, International Journal of Service Industry Management, Journal of Services Marketing, Journal of Service Research and the European Journal of Marketing.

Dr. Stauss is a member of the American Marketing Association and the International Academy of Services Research and Education.  He is also a member of the International Editorial Advisory Boards of the journals “International Journal of Service Industry Management“, “Managing Service Quality“ and “Service Business“.

In 2002 Dr. Stauss conducted the first nationwide survey on the state of the art of complaint management in Germany (“Complaint Management Excellence”).  As invited speaker he often contributes to national and international academic seminars, as well as to conferences and workshops for managers.

• Customer Satisfaction
• Complaint Management
• International Services Management
• Electronic Services
• Service Quality

• Stauss, B., Engelmann, K., Kremer, A. and Luhn, A. (Eds) (2007), Services Science, Fundamentals, Challenges and Future Developments, Springer, Berlin, Heidelberg.
• Stauss, B., Gouthier, M. and Seidel, W. (2006), “Satisfaction Measurement within the Customer Relationship Life Cycle”, in Spath, D. and Fähnrich, K.-P. (Eds), Advances in Services Innovations, Springer, Berlin, Heidelberg, pp. 205-220.
• Stauss, B. and Seidel, W. (2005), Complaint Management – The Heart of CRM, Thomson South-Western, Mason, Ohio, USA.
• Stauss, B., Schmidt, M. and Schöler, A. (2005), “Customer frustration in loyalty programs”, International Journal of Service Industry Management, Vol. 16 No. 3, pp. 229-252.
• Stauss, B. (2005), “A Pyrric victory: the implications of an unlimited broadening of the concept of services”, Managing Service Quality, Vol. 15 No. 2, pp. 219-229.
• Stauss, B. and Schöler, A. (2004), “Complaint management profitability: what do complaint managers know?” Managing Service Quality, Vol. 14 Nos. 2/3, pp. 147-156.
• Stauss, B. (2002), “The dimensions of complaint satisfaction: process and outcome complaint satisfaction versus cold fact and warm act complaint satisfaction”, Managing Service Quality, Vol. 12 No. 3, pp. 173-183.
• Stauss, B., Chojnacki, K., Decker, A. and Hoffmann, F. (2001), “Retention effects of a customer club”, International Journal of Service Industry Management, Vol. 14 No. 1, pp. 7-19.
• Stauss, B. (2000), “Using New Media for Customer Interaction: A Challenge for Relationship Marketing”, in Hennig-Thurau, Th. and Hansen, U. (Eds), Relationship Marketing – Gaining Competitive Advantage Through Customer Satisfaction and Customer Retention, Springer, Berlin, Heidelberg, pp. 233-253.
• Stauss, B. and Hoffmann, F. (2000), “Minimizing internal communication gaps by using Business Television”, in Varey, R.J. and Lewis, B.R. (Eds), Internal Marketing – Directions for Management, Routledge, London, New York, pp. 141-159.
• Kunst, P., Lemmink, J. and Stauss, B. (Eds) (1999), Service Quality and Management, Verlag Dr. Th. Gabler GmbH, Wiesbaden.
• Stauss, B. and Mang, P. (1999), “Culture shocks’ in inter-cultural service encounters?” The Journal of Services Marketing, Vol.13 Nos 4/5, pp. 329-346.
• Stauss, B. and Friege, Ch. (1999), “Regaining Service Customers. Cost and Benefits of Regain Management”, Journal of Service Research, Vol. 1 No. 4, pp. 347-361.
• Stauss, B. and Neuhaus, P. (1997), “The Dissatisfaction Potential of Satisfied Customers – The Qualitative Satisfaction Model –“, in Mühlbacher, H. and Flipo, J.-P. (Eds), Advances in Services Marketing, Verlag Dr. Th. Gabler GmbH, Wiesbaden, pp. 111-131.
• Stauss, B. (1997), “Global word of mouth. Service bashing on the internet is a thorny issue”, Marketing Management, Vol. 6 No. 3, pp. 28-30.
• Stauss, B. and Weinlich, B. (1997), “Process-oriented measurement of service quality applying the Sequential Incident Technique”, European Journal of Marketing, Vol. 31 No. 1, pp. 33-55.
• Stauss, B. and Neuhaus, P. (1997), “The qualitative satisfaction model”, International Journal of Service Industry Management, Vol. 8 No. 3, pp. 236-249.
• Stauss, B. (1995), “Internal services: classification and quality management”, International Journal of Service Industry Management, Vol. 6 No. 2, pp. 62-78.
• Stauss, B. (1993), “Using the Critical Incident Technique in measuring and managing service quality”, in Scheuing, E. and Christopher, W. (Eds), The service quality handbook, Amacom, New York u.a., pp. 408-427.
• Stauss, B. (1993), “Service problem deployment: Transformation of problem information into problem prevention activities”, International Journal of Service Industry Management, Vol. 4 No. 2, pp. 41-62.
• Stauss, B. and Hentschel, B. (1992), “Attribute-based versus incident-based measurement of service quality: Results of an empirical study in the German car service industry”, in Kunst, P. and Lemmink, J. (Eds), Quality Management in Services, Van Gorcum, Assen, Maastricht, pp. 59-78.