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Cambridge Service Alliance

developing new understanding and approaches to complex service systems

Studying at Cambridge

 

Dr Florian Urmetzer

Dr Florian Urmetzer

Senior Research Associate


Office Phone: +44 1223 766141

Biography:

Value creation and value capture and customer satisfaction research

Florian Urmetzer is a Senior Research Associate with the Cambridge Service Alliance external link. Florian is interested in the development of tools for service design. In detail, he is looking at the creation and capture of value within complex service ecosystems. Specifically, he is interested in helping managers to fully understand the value exchange, in order to enable them to influence business models, and optimize B2B and B2C processes. Florian’s second research interest is customer satisfaction.

Prior to joining the Alliance Florian was previously employed at Accenture in Zürich, Switzerland. He holds a distinction MSc (Network Centred Computing) and a PhD, both from Reading University, School of Systems Engineering. His PhD research was concerned with the development of a Tool and Methods that Enables Usability Evaluations in Real-time Distributed Collaborative Environments. Academically he was a visitor to the Barcelona Supercomputing Centre - Extreme Computing Group and the Politecnico di Milano. In industry he has worked for SAP Research based in Switzerland as a Senior Researcher and Project Manager. Here he has led the EU sponsored Research project FAST and was involved in multiple other EU funded projects. Florian has also previously worked for Volkswagen, IBM and Gartner Inc. 

Florian Urmetzer has been awarded the EuBC Research Award 2016.

Keywords

  • Service Innovation
  • Servitization
  • business model innovation
  • Service Experience
  • Shift to Services
  • Service Design
  • Data Driven Business Model
  • Business Ecosystems
  • Customer Experience

Key Publications

  • Urmetzer, F., Parlikad, A. K., Pearson, C., & Neely, A. (2014). Design Considerations for Engineering Asset Management Systems. In: Proceedings of the 9th World Congress on Engineering Asset Management – WCEAM 2014. Pretoria South Africa
  • Urmetzer, Florian, and Isabelle Walinski. "User Acceptance and Mobile Payment Security." International Journal of E-Services and Mobile Applications (IJESMA) 6.2 (2014): 37-66.
  • V. Hoyer; T. Janner; C. Schroth; I.Delchev; F. Urmetzer (2009): FAST Platform. A Concept for User-Centric, Enterprise Class Mashup. In: Proceedings of the 5th Conference of Professional Knowledge Management: Gesellschaft für Informatik (GI), 2009. 5th Conference of Professional Knowledge Management. Solothurn, Switzerland.
  • R. Siebeck; T. Janner; C. Schroth; V. Hoyer; W. Wörndl; F. Urmetzer (2009). Cloud-based Enterprise Mashup Integration Services for B2B Scenarios. 2009. - 2nd Workshop on Mashups, Enterprise Mashups and Lightweight Composition on the Web (MEM 2009) in conjunction with the 18th International World Wide Web Conference (WWW2009) - Madrid, Spain.
  • R. Siebeck; T. Janner; C. Schroth; V. Hoyer; W. Wörndl; F. Urmetzer (2009). Using Mashup Integration Services in B2B Scenarios. In: Proceedings of the International Conference on Service-Oriented Computing (ICSOC) 2009. - Stockholm, Sweden.
  • F. Urmetzer and V. Alexandrov (2007). Usability Evaluation in Task Orientated Collaborative Environments. In Computational Science - ICCS 2007, Pages 792--798, Springer, 2007.
  • F. Urmetzer, A. Thandavan, V. Alexandrov and A. Robert J (2006). Visual Workflow Editors: A Critical Review from Users' Perspective. In Production Systems and Information Engineering, Vol. 4:21 - 32, 2006.
  • G. Lewis and S. Gergely and F. Urmetzer and V. Alexandrov and P. Kacsuk (2005). The Collaborative P-GRADE Grid Portal. In The International Conference on Computational Science (ICCS 2005), Springer, 2005.

Cambridge Service Alliance

Welcome to the Cambridge Service Alliance…

  • a unique global alliance between leading businesses and universities;
  • bringing together the world's leading firms and academics;
  • all of whom are devoted to delivering today the tools, education and insights needed for the complex service solutions of tomorrow.

Members of the Cambridge Service Alliance include BAE Systems, Caterpillar, IBM and the University of Cambridge.

RSS Feed Latest news

Webinar - Customer Loyalty Predictive Model

Jan 10, 2017

9 January 2017 - The Fallacy of the Net Promoter Score: Customer Loyalty Predictive Model - Mohamed Zaki

Webinar - Feedback from the Frontline

Dec 13, 2016

12 December 2016 - Feedback from the Frontline: Engaging front-line employees in service innovation - Florian Urmetzer

Ecosystems Value Framework Paper

Dec 12, 2016

The December Paper on 'The Ecosystem Value Framework: Supporting Managers to Understand Value Exchange between Core Businesses in Service Ecosystems', by Florian Urmetzer, Veronica Martinez and Andy Neely.

December 2016 Newsletter

Dec 01, 2016

December 2016 Alliance Newsletter

Classification of Noisy Data

Nov 28, 2016

November paper on 'Classification of Noisy Data: An Approach Based on Genetic Algorithms and Voronoi Tessellation' by Abdul Rauf Khan, Henrik Schiøler, Torben Knudsen, Murat Kulahci and Mohamed Zaki

View all news