Dr. Maarten Volkers

Photo: Hardy Welsch

Email: maarten.volkers

Phone: +49 2331 987-4395

Office hours: by appointment via e-mail

Room: A103, building 7

Teaching: Management von Dienstleistungsprozessen (32691)

Social Media: ResearchGate GoogleScholar LinkedIn Publons

Curriculum Vitae

Research focus

• Service Process Management
• Customer Experience Management
• Customer and employee-wellbeing
• Quantitative and qualitative research methods

Rewards and Scholarships

2010: Erasmus Exchange Program Scholarship

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Publications

Dissertation

• Volkers, Maarten (2025): Customer Lock-in During Service Encounters, Library of the FernUniversität in Hagen [DOWNLOAD]

Journal Articles

• Volkers, Maarten (2021), "“Can I go or should I stay?” A theoretical framework of social lock-in during unsatisfactory service encounters", Journal of Service Theory and Practice, Vol. 31 No. 4, pp. 638-663. [DOWNLOAD]
• Fliess, Sabine / Volkers, Maarten (2020), “Trapped in a service encounter: Exploring customer lock-in and its effect on well-being and coping responses during service encounters”, Journal of Service Management, Vol. 31 No. 1, pp. 79-114. [DOWNLOAD]
• Rayburn, Steven W. / Mason, Marlys J. / Volkers, Maarten (2020), “Service Captivity: No Choice, No Voice, No Power,” Journal of Public Policy and Marketing, Vol. 39, No. 2, pp. 155-168. [DOWNLOAD]

Book Chapters

• Fließ, Sabine / Dyck, Stefan / Volkers, Maarten (2020): Calling for a Multisensory Perspective on Customer Service Co-creation, in: Roth, S. / Horbel, C. / Popp, B. (Ed.) Perspektiven des Dienstleistungsmanagements, Wiesbaden, S. 77-104. [DOWNLOAD]
• Volkers, Maarten / Fliess, Sabine (2017): If you begin a service you must go the whole hog: a theoretical approach to social lock-in situations in service settings, in: Büttgen, M. (Hrsg.), Aktuelle Beiträge zur Dienstleistungsforschung, Wiesbaden, S. 1-22. [DOWNLOAD]
• Fließ, Sabine / Dyck, Stefan / Schmelter, Mailin / Volkers, Maarten J. D. (2015): Kundenaktivitäten in Dienstleistungsprozessen - die Sicht des Konsumenten, in: Fließ, S. / Haase, M. / Jacob, F. / Ehret, M. (Hrsg.) Kundenintegration und Leistungslehre. Integrative Wertschöpfung in Dienstleistungen, Solutions und Entrepreneurship, Wiesbaden, S. 181-204. [DOWNLOAD]

Conference Proceedings Contributions

• Volkers, Maarten / Can, Sabria (2022): The effect of emotional language and review valence on perceived review credibility and helpfulness – an experimental analysis, in: Proceedings of the Frontiers in Service Conference 2022, June 24-26, Boston, USA.
• Volkers, Maarten / Can, Sabria (2022): The effect of emotional language and review valence on perceived review credibility and helpfulness – an experimental analysis, in: Proceedings of the 12th AMA SERVSIG Conference, June 16-18, Glasgow, UK.
• Fließ, Sabine / Dyck, Stefan / Volkers, Maarten (2020): Understanding the Structure of Service Processes from a Customer Perspective – an Event Segmentation Approach, in: Proceedings of the 11th SERVSIG-Conference 2020, July 9-12, Brisbane, Australia. [DOWNLOAD]
• Volkers, Maarten (2019): Fostering ‚Mango-Moments‘ – Developing and evaluating a health care management tool to improve patients’ experiences through small gestures, in: Proceedings of the Frontiers in Service Conference 2019, July 18-21, Singapore, Singapore.
• Rayburn, Steven / Mason, Marlys J. / Volkers, Maarten (2019): Conceptualizing Service Captivity: When Power Shifts to Providers, in: Proceedings of the Marketing and Public Policy Conference, June 6-8, Washington, USA.
• Fließ, Sabine / Volkers, Maarten (2018): Exploring customer lock-in perceptions during negative service experiences, in: Proceedings of the Frontiers in Service Conference 2018, Sept 6-9, Austin TX, USA.
• Fließ, Sabine / Volkers, Maarten (2018): Trapped in a service encounter - Exploring customer lock-in perceptions during negative service experiences, in: Proceedings of the 10th AMA SERVSIG Conference, June 14-16, Paris, France.
• Volkers, Maarten / Fließ, Sabine (2017): ‘When exiting feels awkward’ – The social setting as a determinant of social lock-in perceptions during service transactions, in: Proceedings of the QUIS15 Symposium 2017, June 12-15, Porto, Portugal.
• Volkers, Maarten / Fließ, Sabine (2017): ‘I’m stressed but I’m staying’ – The effect of social lock-in on the decision to stay or leave in different service settings, in: Proceedings of the Frontiers in Service Conference 2017, June 22-25, New York, USA.
• Volkers, Maarten / Fließ, Sabine (2016): ‘Should I stay or can I go now?’ – Antecedents of social lock-in during service encounters and its effect on emotions, in: Proceedings of the Frontiers in Service Conference 2016, June 23-26 2016, Bergen, Norway [DOWNLOAD]
• Fließ, Sabine / Volkers, Maarten (2015): Trapped in a service encounter: How do service customers cope with lock-in situations?, in: Proceedings of the Marketing Dynamics Conference 2015, June 11-13, Beijing, China. [DOWNLOAD]

Teaching

• Volkers, Maarten (2021): Tutorium „Wissenschaftliches Arbeiten“, Innovative Lehrprojekte an der FernUniversität in Hagen, 8. [DOWNLOAD]

Reviewer

• Journal of Public Policy and Marketing
• Journal of Service Theory and Practice
• AMA SERVSIG Conference
• AMA Summer Academic Conference
• AMA Winter Academic Conference
• Marketing and Public Policy Conference