Mirjam Pfenninger

Work at ZHAW

Focus

• Service Design and Management
• Service Innovation
• Future Learning Spaces in higher education

Teaching

• Service Value
• Service Design and Management
• Service Design Sprint

Experience

• Research Associate / Lecturer
  ZHAW - Institute of Facility Management
  04 / 2022 - today
• Start-up and Business Development
  IN.flow Facilitation GmbH
  11 / 2017 - 03 / 2022
• Research Associate
  ZHAW - Institute of Facility Management
  05 / 2009 - 04 / 2019
• Head of Facility Management
  SIKNA foundation
  03 / 2008 - 04 / 2009

Education and Continuing education

Education

• Master of Business Administration in Service Innovation and Design
  Laurea University of Applied Sciences, Helsinki
  09 / 2017 - 09 / 2019
• BSc in Facility Management / Hospitality Management
  ZHAW Life Sciences and Facility Management
  09 / 2004 - 02 / 2008
• High School Matura
  High School Köniz Lerbermatt
  08 / 1999 - 08 / 2002

Projects

• DIGINUT – Comprehensive Digitalisation of Patient Nutrition Uptake in Health Care / Team member / completed
• Bringing Real Estate Portfolios on a Climate-Friendly Track / Team member / completed

Publications

Articles in scientific journal, peer-reviewed

• Pfenninger, M. et al. (2024) 'Co-Kreation für die Entwicklung zukünftiger Lehr-Lernräume im Hochschulkontext', Phase0 - Journal für integriertes Planen, Bauen und Betreiben, (2). doi: 10.21428/71cd88bc.49cb9996.
• Coenen, C. and Pfenninger, M. (2024) 'Transforming learning experiences and assessments through AI‐empowered cocreation of quality feedback', New Directions for Teaching and Learning, 2025(182), pp. 59–65. doi: 10.1002/tl.20628.
• Jensen, P. A. et al. (2012) 'In search for the added value of FM : what we know and what we need to learn', Facilities, 30(5/6), pp. 199–217. doi: 10.1108/02632771211208486.
• Coenen, C., von Felten, D. and Schmid, M. (2011) 'Managing effectiveness and efficiency through FM blueprinting', Facilities, 29(9/10). doi: 10.1108/02632771111146332.
• Coenen, C., von Felten, D. and Schmid, M. (2010) 'Reputation and public awareness of facilities management : a quantitative survey', Journal of Facilities Management, 8(4), pp. 256–268. doi: 10.1108/14725961011078972.

Written conference contributions, peer-reviewed

• Merkle, T., Pfenninger, M. and Klama, I. (2026) 'The value creation canvas : a novel business model framework for regenerative and commonpreneurial initiatives in food systems', in International Council on Hotel, Restaurant, and Institutional Education (ICHRIE) Global Conference, Las Vegas, USA, 15-17 July 2026.
• Merkle, T. and Pfenninger, M. (2024) 'Using AI in business model development at Masters' level – findings from a preliminary study in Switzerland', in International Council on Hotel, Restaurant, and Institutional Education (ICHRIE) Global Conference, Montreal, Canada, 24-26 July 2024. ZHAW Zürcher Hochschule für Angewandte Wissenschaften. doi: 10.21256/zhaw-31181.

Other publications

• Klauser, V., Pfenninger, M. and Merkle, T. (2022) DIGINUT : Digitalisierung und Nutzen von Patientenernährungsdaten. Wädenswil: ZHAW Zürcher Hochschule für Angewandte Wissenschaften. doi: 10.21256/zhaw-25314.
• Coenen, C., Pfenninger, M. and von Felten, D. (2018) 'Erfahrungsorientiertes Lernen im FM-Studium', fmpro service, 2018(3), pp. 12–13.
• Pericin Häfliger, I. and Pfenninger, M. (2016) 'Service Levels im Krankenhaus : der Weg zur Vereinheitlichung', Rationell reinigen, 2016(5), pp. 36–41. doi: 10.21256/zhaw-9689.
• Sesboüé, S., Pfenninger, M. and Fehr, C. (2014) 'Führung in den Facility Services : Empowerment bei Mitarbeitenden', fmpro service, 2014(6), pp. 4–6.
• Riratanaphong, C. et al. (2012) 'The concept of added value of FM', in Coenen, C., Jensen, P. A., and van der Voordt, T. (eds) The added value of facilities management : concepts, findings and perspectives. Lyngby: Polyteknisk Forlag, pp. 58–74.
• von Felten, D., Coenen, C. and Pfenninger, M. (2012) FM-Blueprinting : Schaffung von interdisziplinärer Transparenz für die Kern- und Unterstützungsprozesse. Winterthur: ZHAW Zürcher Hochschule für Angewandte Wissenschaften.
• von Felten, D., Coenen, C. and Pfenninger, M. (2012) 'Analysing added value by applying FM blueprinting', in Jensen, P. A., van der Voordt, T., and Coenen, C. (eds) The added value of facilities management : concepts, findings and perspectives. Lyngby: Polyteknisk Forlag, pp. 235–247.
• von Felten, D., Coenen, C. and Pfenninger, M. (2011) Komplettanbieter im Facility Management : Marktübersicht Schweiz 2011. Winterthur: ZHAW Zürcher Hochschule für Angewandte Wissenschaften.
• von Felten, D. et al. (2011) 'Durchblick in der FM-Lohntüte : empirische Analyse zu Löhnen und deren Einflussfaktoren', in Tagungsband zum FM-Kongress 2011. Frankfurt am Main: Mesago, pp. 261–270.
• von Felten, D. et al. (2011) Lohnstrukturen und Einflussfaktoren des Salärs in der FM Branche der Deutschschweiz.
• Arnold Moos, I., von Felten, D. and Schmid, M. (2010) 'Zwei Reinigungssysteme im Vergleich', In puncto: die Fachzeitschrift für Facility Management, 2010(6), p. 17. doi: 10.21256/zhaw-3683.
• von Felten, D., Coenen, C. and Pfenninger, M. (2010) 'Wie sieht es mit dem Lohn aus?', In puncto: die Fachzeitschrift für Facility Management, 2010(7/8), p. 22.

Oral conference contributions and abstracts

von Felten, D., Coenen, C. and Pfenninger, M. (2010) 'FM-blueprinting : creating interdisciplinary transparency for core and support business', in EFMC 2010, Madrid, Spain, 1-2 June 2010.

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