Tania Kaya

ZHAW School of Management and Law
Centre of Customer Management & e-Commerce
Theaterstrasse 17
8400 Winterthur

+41 (0) 58 934 46 87
tania.kaya@zhaw.ch

Personal profile

Management role

Programme Director, CAS Community & Influencer Marketing

Position at the ZHAW

Research Associate

www.zhaw.ch/imm

Expertise and research interests

Customer Journey, Trigger-Based Maketing, Customer Centricity, Net Promoter Score, Customer Lifetime Value, Service Design, Design Thinking

Educational background

Master of Science in Business Administration
Bachelor of Science in Business Administrati

Professional milestones

2020 - heute: Research Associate, Project Leader, Teacher
2019 - heute: Head of IMM Junior Analysts
2017 - 2020: Research Assistent
2014 - 2017: IMM Junior Analyst

Membership of networks

Projects

Publications

Conference contributions, peer-reviewed

Hannich, Frank; Kaya, Tania; Hüttermann, Marcel,

2021.

A customer-centric search for triggers as a basis for marketing automation service design [paper].

In:

West, Shaun; Meierhofer, Jürg; Ganz, Christoph, eds.,

Smart services summit : digital as an enabler for smart service business development.

Third Smart Services Summit 2020, Zurich (online), 23 October - 23 December 2020.

Cham:

Springer.

pp. 85-93.

Progress in IS.

Available from: https://doi.org/10.1007/978-3-030-72090-2_8

Other publications

Monard, Frédéric; Uebersax, Hans-Peter; Müller, Melanie; Hannich, Frank; Furchheim, Pia; Kaya, Tania,

2021.

Chatbot Studie '21.

Dübendorf:

swiss moonshot.

Available from: https://page.aiaibot.com/de/chatbot-studie
Rüeger, Brian; Hannich, Frank; Hüttermann, Marcel; Fuchs, Rainer; Suvada, Adrienne; Kübler, David Lucien; Barth, Linard; Heierli, Reto; Rozumowski, Anna; Kiarostami, Tania,

2018.

Swiss Marketing Leadership Studie 2018 : Geschwindigkeit vs. Beständigkeit.

Winterthur:

ZHAW Zürcher Hochschule für Angewandte Wissenschaften.

Available from: https://doi.org/10.21256/zhaw-2787

Other publications

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