Lukas is a Ph.D. student in Management and research assistant to Prof. Maas at the Institute of
Insurance Economics, University of St. Gallen.
His main research area focuses on customer experience in service industries. In
addition, he examines strategic cooperation between service companies with the aim to enhance the customer experience.
Paper Presented at ICMI 2018:
Framing a customer experience scale for service industries
Lukas Fischer, Peter Maas