Raphael Theodor Stange

Raphael Theodor Stange is a Researcher specializing in customer delight and digital service management at the University of Twente. He holds a PhD in Design for Customer Delight (2024) and has extensive industry experience in roles such as Senior Solution/Portfolio Manager at CARIAD and positions at Volkswagen AG and Drägerwerk AG. His work bridges academic research with practical applications in mobility services and digital customer experience.

Education:

• PhD, Design for Customer Delight (University of Twente, 2018–2024)
• Master of Business Administration (University of Twente, 2016–2017)
• Bachelor of International Business Administration (University of Twente, 2011–2014)

Research Focus: Customer delight frameworks, digital service ecosystems, and systematic reviews in service management. His work emphasizes design science methodology and empirical validation in business contexts. Recent studies explore customer emotions in digital environments and cross-channel service optimization.

Publications: Focused on advancing customer delight theory through systematic reviews and design science approaches. Key themes include measurement instruments, service innovation, and contextual adaptation strategies across online/offline environments.

Industry Experience:

• Senior Solution/Portfolio Manager at CARIAD (2022–present)
• Digital Service Operations at Volkswagen AG (2017–2022)
• Global Commodity Management at Drägerwerk (2013–2017)