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Aufgabenbereiche:

• Leitung Healthcare Innovation Lab
• Projektkoordination im Bereich Healthcare Innovation
• Außendarstellung und Kommunikation TIM Institut
• Leitung und Mitarbeit an Forschungsprojekten

Profil:

• Wissenschaftliche Mitarbeiterin am Institut für Technologie- und Innovationsmanagement (TIM) seit November 2020
• Promotion bis August 2020 an der Universität Maastricht (UM) zum Thema: Service Design and Innovation and the Role of Senses in Customer Experiences
• Titel der Dissertation: The Power of Senses – Unraveling Multisensory Customer Service Experiences
• Studium International Business mit Schwerpunk Strategisches Marketing. M.Sc. (Maastricht University) und B.BA. (Zuyd University of Applied Science)
• Auslandssemester Bishop’s University Quebec, Kanada
• Auslandspraktikum: NorthSouth GIS Wellington, Neuseeland (6 Monate)
• Projektleitung und Projektmanagement-Assistenz Service Science Factory, Maastricht University (2014 – 2020)
• Projekt Mentoring des Premium Honours Programme; Unternehmensberatungsprojekte zwischen regionalen Firmen und Organisationen und hochqualifizierten Master Studenten (2015 – 2020)
• Kurskoordination und Lehrtätigkeiten als Dozentin im Bereich Service Design, Marketing Innovation Management, Research for Marketing Decision Making, und Business Intelligence and Smart Services (2015 – 2020)

Forschungsinteressen:

• Customer (Patienten) Experiences
• Service design
• Service Innovation
• Digital Service Transformation
• Healthcare Innovation

Forschungsmethoden:

• Analyseverfahren: qualitative und quantitative Datenanalyse
• Software: SPSS, SmartPLS, Leximancer 4.0
• Datenbasis: Web of Science, PubMed, primäre Datenerhebung durch: Interviews, Fragebögen, systematische Beobachtungen, Tagebuchprotokolle, Co-Creation Workshops

Publikationen:

• Cicuchita, R., Heller, J., Köcher, S., Köcher, S., Leclercq, T., Sidaoui, K., Stead, S. (2022), “It is Really Not a Game: An Integrative Review of Gamification for Service Research,” Journal of Service Research, April, doi: 10.1177/10946705221076272.
• Stead, S., Wetzels, R., Wetzels, M., Odekerken-Schröder, G., Mahr, D. (2022), “Toward Multisensory Customer Experiences: A Cross-Disciplinary Bibliometric Review and Future Research Directions,” Journal of Service Research, March, doi: 10.1177/10946705221079941.
• Stead, S., Odekerken-Schröder, G., and Mahr, D. (2020), “Unraveling Customer Experiences in a New Servicescape: An Ethnographic Schema Elicitation Technique,” Journal of Service Management, Vol. 32 No. 4, pp. 612-641.
• Mahr, D., Stead, S., and Odekerken-Schröder G. (2019), “Making Sense of Customer Service Experiences: A Text Mining Review,” Journal of Services Marketing, Vol. 33 No. 1, pp. 88–103.
• Stead, S., Odekereken-Schröder, G., and Mahr, D. (2018): Towards the Crux of Customer Service Experiences: Opening the Blackbox of Multisensory Processing, Frontiers in Service Conference, Austin, United States.
• Stead, S., Odekerken-Schröder, G., and Mahr, D. (2018) Towards the Crux of Customer Service Experiences: Taking a Multisensory Processing Perspective, 15^th International Research Conference in Service Management, La Londe les Mares, Frankreich.
• Stead, S., Odekerken-Schröder, G. & Mahr, D. (2017): Towards a Multisensory Customer Experience: An Investigation Through Sensory Ethnography, New York: Frontiers in Service Conference, p. 74.
• Stead, S., Odekerken-Schröder, G. & Mahr, D. (2017): Towards Multi-Sensory Customer Service Experience, Porto: QUIS15 Portugal, pp. 808–810.