PD Dr. habil. HSG Jochen Wulf

Work at ZHAW

Position

Senior Lecturer, Research & Development

Focus

• Smart Service Engineering
• AI-Driven Customer Service Management
• Data Product Design

Teaching

• Service Operations Management
• Data Products & Services
• Service Engineering Basics
• Service Engineering Labs
• Servitization of Manufacturing
• Business, Production and Service Transformation

Professional development teaching

• CAS Smart Services: von datengetriebener Innovation zur digitalen Wertschöpfung
• CAS KI verstehen und anwenden: No-Code Lösungen für die betriebliche Praxis

Experience

• Head of Data Management
  Volksbank eG - Die Gestalterbank
  03 / 2020 - 07 / 2022
• Senior Postdoctoral Fellow (International Postdoctoral Fellowship Program) and Lecturer Data Science
  University of St.Gallen
  07 / 2016 - 02 / 2020
• Head Competence Center Digital Consumer Services
  HSG (financed by Migros, Nestle, Bayer, ZKB)
  01 / 2014 - 06 / 2016
• Project Manager
  University of St.Gallen
  02 / 2012 - 06 / 2014
• Senior Consultant
  ITMP
  09 / 2011 - 02 / 2012
• Research Scientist
  Technical University of Berlin
  01 / 2007 - 08 / 2011
• Diplomand
  SAP AG
  07 / 2006 - 12 / 2006
• Intern
  Lufthansa Systems
  07 / 2005 - 10 / 2005
• Student Employee
  MedicalCommunications GmbH (www.ashvins.eu)
  12 / 2004 - 05 / 2005
• Intern
  HBS Consulting GmbH
  05 / 2004 - 06 / 2004
• Student Employee (Web Development)
  University of Karlsruhe
  03 / 2002 - 09 / 2003

Education and Continuing education

Education

• Habilitation / Information Systems Engineering & Management
  University of St.Gallen
  07 / 2016 - 02 / 2020
• Ph.D. / Information and Communications Management
  Technical University of Berlin
  01 / 2007 - 08 / 2011
• Diplom / Information Engineering and Management
  Karlsruhe Institute of Technology (KIT)
  10 / 2000 - 12 / 2006

Continuing Education

CAS University Didactics
University of St.Gallen
02 / 2018

Network

Awards

• Best Paper Award Spring Servitization Conference 2024
  Spring Servitization Conference 2024 Co-Chairs
  05 / 2024
• Google Academic Research Grant
  Google
  09 / 2023
• MKWI 2010 Best Paper Award
  Multikonferenz Wirtschaftsinformatik
  01 / 2010
• MKWI 2010 Best Paper Award
  Multikonferenz Wirtschaftsinformatik
  01 / 2010

Social media

LinkedIn

Projects

• Enabling manufacturing companies to implement the circular economy through the use of data (BePro-CEND) / Project leader / ongoing
• Learning Copilot / Project leader / completed
• Large Language Models aaS in Marketing / Co-project leader / completed

Publications

• Meierhofer, Jürg; Wulf, Jochen; Gallina, Viola; Gal, Barna; Eisl, Stefanie,

  2025.

  Optimising data driven value creation in industrial services incorporating circularity.

  International Journal of Mechatronics and Manufacturing Systems.

  17(4), pp. 449-469.

  Available from: https://doi.org/10.1504/ijmms.2024.144291

• Herterich, Matthias M.; Dremel, Christian; Wulf, Jochen; vom Brocke, Jan,

  2022.

  The emergence of smart service ecosystems : the role of socio‐technical antecedents and affordances.

  Information Systems Journal.

  33(3), pp. 524-566.

  Available from: https://doi.org/10.1111/isj.12412

• Wulf, Jochen; Brenner, Walter,

  2023.

  Bereit für den digitalen Endkunden? : ein Fähigkeitsmodell.

  In:

  Gassmann, Oliver; Sutter, Philipp, eds.,

  Digitale Transformation gestalten.

  Hanser.

  pp. 207-222.

  Available from: https://doi.org/10.3139/9783446468887.012

• Wulf, Jochen; Meierhofer, Jürg,

  2025.

  The impact of large language models on task automation in manufacturing services[paper].

  In:

  58th Conference on Manufacturing Systems (CMS), Enschede, The Netherlands, 13-16 April 2025.

  Elsevier.

  pp. 1089-1094.

  Available from: https://doi.org/10.1016/j.procir.2025.03.071

• Pascher, Nikola; Wulf, Jochen,

  2025.

  Design principles for architectures of technical smart service systems[paper].

  In:

  Smart Services Summit, Zurich, Switzerland, 18 October 2024.

  arXiv.

  Available from: https://doi.org/10.48550/arXiv.2502.09270

• Wulf, Jochen; Meierhofer, Jürg,

  2025.

  Mitigating risks in large language model applications for manufacturing[poster].

  In:

  10. F&E-Konferenz, Rotkreuz, Schweiz, 30. Januar 2025.

  Winterthur:

  ZHAW Zürcher Hochschule für Angewandte Wissenschaften.

  Available from: https://doi.org/10.21256/zhaw-33327

• Wulf, Jochen; West, Shaun; Anderson, Matthew; Mueller-Csernetzky, Petra; Meierhofer, Juerg,

  2025.

  On the value potential of large language models in the manufacturing industry[paper].

  In:

  West, Shaun; Meierhofer, Jürg; Buecheler, Thierry, eds.,

  Smart Services Summit : smart services supporting the value co-creation in industrial contexts.

  Smart Services Summit, Zurich, Switzerland, 18 October 2024.

  Cham:

  Springer.

• Wulf, Jochen; Meierhofer, Jürg,

  2024.

  Towards a taxonomy of Large Language Model based business model transformations[paper].

  In:

  West, Shaun; Meierhofer, Jürg; Buecheler, Thierry, eds.,

  Smart Services Summit : Building Resilience in a Changing World.

  Smart Services Summit, Zurich, Switzerland, 23 October 2023.

  Cham:

  Springer.

  pp. 119-131.

  SMSESU 2023. Progress in IS.

  Available from: https://doi.org/10.1007/978-3-031-60313-6_9

• Wulf, Jochen; Meierhofer, Jürg,

  2024.

  Exploring the potential of large language models for automation in technical customer service[paper].

  In:

  Bigdeli, Ali Z.; Baines, Tim; Akkermans, Henk, eds.,

  Digital Service Innovation: Redefining Provider-Customer Interactions : Proceedings of the Spring Servitization Conference.

  Spring Servitization Conference, Tilburg, The Netherlands, 13-14 May 2024.

  The Advanced Services Group.

  pp. 146-157.

  Available from: https://doi.org/10.21256/zhaw-30660

• Wulf, Jochen; Meierhofer, Jürg,

  2024.

  Automation of technical customer support with large language models[poster].

  In:

  9. F&E Konferenz zu Industrie 4.0, Zürich, Schweiz, 24. Januar 2024.

  Winterthur:

  ZHAW Zürcher Hochschule für Angewandte Wissenschaften.

  Available from: https://doi.org/10.21256/zhaw-33328

• Meierhofer, Jürg; Pascher, Nikola; Wulf, Jochen,

  2024.

  The value of solving pains[paper].

  In:

  West, Shaun; Meierhofer, Jürg; Bücheler, Thierry; Wally Scurat, Giulia, eds.,

  Smart Services Summit : Proceedings of the Sixth Conference, held in Zurich, Switzerland in October 2024.

  Smart Services Summit, Zurich, Switzerland, 18 October 2024.

  Cham:

  Springer.

  pp. 37-48.

  Available from: https://doi.org/10.48550/arXiv.2412.03130

• Wulf, Jochen; Meierhofer, Jürg,

  2024.

  Utilizing large language models for automating technical customer support.

  arXiv.

  Available from: https://doi.org/10.48550/arXiv.2406.01407

• Wulf, Jochen; Meierhofer, Jürg,

  2024.

  Wie LLMs die Automatisierung im Kundendienst fördern.

  ServiceToday.

  38(Sonderausgabe 2024), pp. 82-83.

  Available from: https://bc-production.pressmatrix.com/de/profiles/3df31a994fc2/editions/2ed85b567c8dfa546626/pages/page/42

• Wulf, Jochen; Meierhofer, Jürg,

  2023.

  Towards a taxonomy of Large Language Model based business model transformations.

  arXiv.

  Available from: https://doi.org/10.48550/arXiv.2311.05288

• Wulf, Jochen; Meierhofer, Jürg,

  2023.

  Large Language Models in Industrieunternehmen.

  Technische Rundschau.

  23(9), pp. 48-50.

  Available from: https://doi.org/10.21256/zhaw-28949

• Wulf, Jochen,

  2023.

  Gamification of children’s learning with ChatGPT : a prototype application and first application insights.

  Medium.

  Available from: https://medium.com/@jocwulf/gamification-of-childrens-learning-with-chatgpt-a-prototype-application-and-first-application-51e5cb89c6c8

• Wulf, Jochen; Meierhofer, Jürg,

  2023.

  Pioneering a new era of automated customer service with large language models (LLMs).

  Medium.

  Available from: https://medium.com/@jocwulf/pioneering-a-new-era-of-automated-customer-service-with-large-language-models-llms-1cc4aacbeb03

• Wulf, Jochen; Meierhofer, Jürg,

  2023.

  Unlocking the business potential of large language models : real-world applications and obstacles.

  LinkedIn Pulse.

  Available from: https://www.linkedin.com/pulse/unlocking-business-potential-large-language-models-real-world-wulf/

Publications before appointment at the ZHAW

• List of prior publications
• Google Scholar List of Publications

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