معرفی
Dr. Jean-Pierre Thomassen is a part-time Lecturer at the Faculty of Economics and Business, University of Groningen, with a dual focus on B2B marketing and qualitative research methods. He also teaches at Beeckestijn Business School, Hotelschool The Hague, and Erasmus University Rotterdam. His expertise spans Customer Delight strategies, Service Guarantees, and customer-centric organizational design.
Education: PhD in Service Guarantees (University of Groningen, 2018), MSc in Business Economics (Erasmus University Rotterdam), Hotel Management (Hotelschool The Hague).
Research Interests: His work emphasizes customer satisfaction measurement, service excellence frameworks, and public-sector service guarantees. He has pioneered methodologies like the Service Excellence Model and contributed to European CEN/TS 16880 guidelines on service guarantees.
Consultancy & Activities: As founder of TQM Consult and independent consultant for 30+ years, he advised organizations on customer-centric culture, complaint management, and service guarantees. He chairs the Service Excellence Foundation and served on the supervisory board of Van Houtum Papier.
Awards: Won the Best Dutch Marketing Book award in 2016 for Service Excellence and was shortlisted in 2019 for Excelleren in Service.
Teaching: Leads courses in Qualitative Research Methods, B2B Marketing, and International Business Marketing. Supervises BSc theses at RUG and trains professionals in defensive marketing and service audits.
