Marketing

• The impact of technologies and smart services on service management
• Complaint management and Service Recovery
• Management of Customer Participation
• Transformative Service Research

since 09/2022

Academic Assistant at the Chair of Business Administration, esp. Marketing, Prof. Dr. Decker

09/2022 - 02/2024

Academic Assistant at the Chair of Business Administration, esp. Innovation and Technology Management, Prof. Dr. Stummer

10/2019 - 09/2022

Academic Assistant at the Junior Professorship of Business Administration, esp. Management of Smart Products and Services, J.-Prof. Dr. Nicola Bilstein

10/2019 - 12/2020

Bielefeld University
Research associate in the DFG project "Consequences of Customer Co-Production in Reactive and Proactive Service Recovery" at the Junior Professorship for Business Administration, esp. Management of Intelligent Products of J.-Prof. Dr. Nicola Bilstein

10/2018 – 03/2019

Research internship at CITEC at Bielefeld University

02/2017 – 03/2017

Internship at the Day Clinic for Psychiatry, Psychotherapy and Psychosomatics in Minden

Paper

Edited Books

Proceedings

Flaswinkel, A.M., Heimann, K.M., & Decker, R. (2024). Guiding You Through The Review Maze: The Benefits of AI-Generated Review Summaries in E-Commerce, 5th International Conference on Challenges in Managing Smart Products and Services (CHIMSPAS), Bielefeld, Germany, Aug. 29-30. Winner of the Best Poster Award.

Heimann, K.M., Flaswinkel, A.M., & Decker, R. (2024). AI-Generated Review Summaries on E-Commerce Platforms, Bavarian Service Research Cluster 2024, Augsburg University, July 18-19.

Heimann, K.M., Bilstein, N., Hogreve, J., & Marquardt, J. (2024). Just Laugh It Off! Effects of Stigmatizing Humor as a Response to Customer Failures in a Service Recovery Process, Frontiers in Service Conference 2024, Florida State University, Amerlia Island, June 27-30.

Bilstein, N., Heimann, K.M., Hogreve, J., & Marquardt, J. (2024). When does Humor Backfire? Effects of Stigmatizing Humor in Service Recovery, 13th SERVSIG Conference, Kedge Business School, Bordeaux, France, June 06-08.

Heimann, K. M., Souka, M., Hellwig, J., Bilstein, N., & Decker, R. (2023). When augmented reality furthers customer participation - An experimental study on the cognitive load decreasing effects of AR-based information provision, Frontiers in Service Conference 2023, Maastricht University, June 15-18.

Heimann, K. M., Auerochs, L., Bilstein, N., & Hogrefe, J. (2023). When groups co-produce service recoveries - The effects of customer participation in individual versus group service recovery, Frontiers in Service Conference 2023, Maastricht University, June 15-18.

Heimann, K. M., Bilstein, N., Souka, M., & Decker, R. (2022): Let me show you how to build this! An experimental study on how augmented reality can further customer participation by decreasing cognitive load, 3rd International Conference on Challenges in Managing Smart Products and Services (CHIMSPAS), Bielefeld, Germany, Aug. 25-26

Heimann, K. M., Bilstein, N., & Haurand, M. D. (2022): Smart transformative services as flanking measures during pandemics? – The importance of trust-building factors for digital contact tracing app acceptance, 12th SERVSIG Conference, University of Strathclyde, Glasgow, Scotland, June 16-18.

Heimann, K. M. & Bilstein, N. (2021): Die Bedeutung Dritter für die Bewertung der Kundenmitwirkung im Service Recovery, Siebte Rostocker Dienstleistungstagung 2021, University of Rostock, Germany, Sept 9-10.

Heimann, K. M. & Bilstein, N. (2021): When Friends Are Watching You – The Effect of Customer Participation in Service Recovery during a Group Service Failure, Frontiers in Service Conference 2021, Virtual Event, July 9-10.

Heimann, K. M. & Bilstein, N. (2021): When Social Influence Leads to Trust – Investigating Determinants of Usage Intentions of COVID-19 Contact Tracing Apps, 50th European Marketing Academy (EMAC) Conference, Virtual Event, May 25-28.

SoSe 2025

• Special forms of Marketing: Introduction to Service Marketing (Masters)

WiSe 2024/25

• Introduction to Scientific Work - Theory and Practice (Bachelor and Masters)
• Seminar on Marketing (Masters) (together with M. Rump)
• Bachelor colloquium on marketing (together with Prof. Dr. Decker)

SoSe 2024

• Special forms of Marketing: Introduction to Service Marketing (Masters)
• Bachelor colloquium on marketing (together with A. M. Flaswinkel)

WiSe 2023/24

• Special forms of Innovation and Technology Management: Management of Smart Products and Services (Masters)
• Bachelor colloquium on marketing (together with Prof. Dr. Decker)

SoSe 2023

• Special forms of Marketing: Introduction to Service Marketing (Masters)

WiSe 2022/23

• Management of Smart Products and Services (Masters)
• Bachelor colloquium on marketing (together with Prof. Dr. Decker)

SoSe 2022

• Special forms of Marketing: Introduction to Service Marketing (Master)

WiSe 2021/22

• Bachelor colloquium on the management for smart products and services
• Master colloquium on the management for smart products and services

SoSe 2021

• Practical exercise on Innovation- and Technology Management: Research Project on Management of Smart Products and Services (Masters) (together with N. Bilstein)
• Master colloquium on the management for smart products and services

WiSe 2020/21

• Bachelor colloquium on the management for smart products and services
• Master colloquium on the management for smart products and services

WiSe 2019/20

• Bachelor colloquium on the management for smart products and services (together with N. Bilstein)

since 10/2019

Bielefeld University
PhD at the Faculty of Business Administration and Economics
Supervisor: Prof. Dr. Nicola Bilstein

10/2017 - 09/2019

Bielefeld University
Master of Arts in Psychology
Thesis „Effects of continuous and discrete sonification on the execution of bimanual circular movements“

10/2014 - 09/2017

University of Hildesheim
Bachelor of Arts in Psychology with focus on Educational Psychology
Thesis: "Effects of imagined and actual visuomotor activity on the reproduction of second intervals".