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Prof. Dr. Gerhard Satzger

Group: Digital Service Innovation
Office Hours: Nach Vereinbarung
Room: 4C-05
Phone: +49 721 608-48763
Fax: +49 721 608-45655
gerhard satzgerRrj6∂kit edu

Kaiserstr. 89
Gebäude 5.20, 4. OG
D-76133 Karlsruhe



Prof. Dr. Gerhard Satzger is Director at KSRI and is leading the research group "Digital Service Innovation".  His career does reflect essential objectives of the KSRI: interdisciplinarity and the interlock between academia and industry:  Dr. Satzger has managed to switch between both worlds throughout his career.  In addition to his academic qualifications and experience, he can draw upon a long standing record in national and international leadership positions in the IT industry.

His research focuses on the development and management of IT-based and IT-supported services, in particular on innovation via individualized design of services for customers and corresponding business models.

  • Service Innovation
  • Service Transformation
  • Service Analytics

Curriculum Vitae

Dr. Satzger has obtained a diploma in Business Engineering from the University of Karlsruhe and an MBA from Oregon State University/USA. In 1993, he completed a Ph.D. program at the University of Giessen, before he earned his “Habilitation” from the University of Augsburg based on his work on „Capital Intensive Services in Global Markets“.

In 1989, Dr. Satzger joined IBM and initially held several consulting and financial management positions. Later, he spent time as assistant professor at the University of Augsburg before returning to IBM Germany as head of controlling in 1998. From 2001 to 2002 he ran the central planning group for IBM Europe/Middle East/Africa, based in Paris. From 2003 onwards, he was CFO of Global Technology Services in Germany - IBM's business unit that includes the IT outsourcing business as well as technical infrastructure projects. In 2008, Dr. Satzger co-founded the Karlsruhe Service Research Institute, a joint institution of IBM and the University of Karlsruhe, and led its research group “Digital Service Innovation”. Between 2011 and 2014, Dr. Satzger lead a research-prone unit of IBM in Europe (IBM Business Performance Services) and managed global projects targeting enterprise transformation via the application of data-driven decisions (“Big Data”, “Business Analytics”).  Effective August 2014, Dr. Satzger returned to KIT and is leading KSRI as one of its directors.

Although spending just a few years exclusively in academia, Dr. Satzger has authored more than 50 articles in finance and services, many published in renowned journals (e.g., Business and Systems Engineering, ZfB, ZfbF, International Journal of Cooperative Information Systems, e‑Service Journal, IJSSMET) and conferences (e.g., ICSOC, HICCS, ECIS, IEEE CBI).

Dr. Satzger has received a variety of awards throughout his career, e.g. fellowship in the German National Academic Foundation, personal research grants from the State of Bavaria and Datev, nomination for IBM’s Golden Circle, the IBM Faculty Award and several recognitions of KIT for teaching quality. He serves on various boards and committees, e.g. the workgroup “Growth and International Management” of the Schmalenbach-Gesellschaft or the German Association of Law and Informatics (DGRI).


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Journal Contributions

Articles in Books and Collections

  • Hirt, R.; Kühl, N.; Schmitz, B.; Satzger, G. 2018
    Towards Service-oriented Cognitive Analytics for Smart Service Systems
    forthcoming, Proceedings of the 51th Hawaii International Conference on System Sciences (HICSS), Waikoloa, Hawaii.

  • Schüritz, R.; Seebacher, S.; Satzger, G.; Schwarz, L. 2017
    Datatization as the Next Frontier of Servitization – Understanding the Challenges for Transforming Organizations
    Thirty Eighth International Conference on Information Systems, forthcoming.

  • Schüritz, R.; Brand, E.; Satzger, G.; Kunze von Bischhoffshausen, J. 2017
    How to Cultivate Analytics Capabilities Within an Organization? – Design and Types of Analytics Competency Centers
    Proceedings of the 25th European Conference on Information Systems (ECIS), 25, 389-404, Guimarães, Portugal, ISBN: ISBN 978-0-9915567-0-0.

  • Stryja, C.; Satzger, G.; Dorner, V. 2017
    A Decision Support System Design to Overcome Resistance towards Sustainable Innovations
    Proceedings of the 25th European Conference on Information Systems (ECIS), 2885-2895, Guimarães, Portugal, more.

  • Schmitz, B.; Satzger, G.; Gitzel, R. 2017
    More Observations, More Variables or More Quality? - Data Acquisition Strategies to Enhance Uncertainty Analytics for Industrial Service Contracting
    Proceedings of the 8th International Conference on Exploring Services ScienceRome, In: Za, S.; Dragoicea, M.; Cavallari, M. (eds.), vol. Lecture Notes in Business Information Processing, 279, 159--172, Springer International Publishing, Rome, Italy, ISBN: 978-3-319-56925-3, [DOI], more.

  • Hirt, R.; Kühl, N.; Satzger, G. 2017
    An End-to-End Process Model for Supervised Machine Learning Classification: From Problem to Deployment in Information Systems
    12th International Conference on Design Science Research in Information Systems and Technology (DESRIST).

  • Schmitz, B.; Düffort, F.; Satzger, G. 2016
    Managing Uncertainty in Industrial Full Service Contracts - Digital Support for Design and Delivery
    Proceedings of the 18th IEEE Conference on Business Informatics (CBI), 123-132, IEEE, Paris, France, ISBN: 978-1-5090-3231-0, [DOI].

  • Schüritz, R.; Satzger, G. 2016
    Patterns of Data-Infused Business Model Innovation
    IEEE 18th Conference on Business Informatics (CBI).

  • Eckstein, L.; Kühl, N.; Satzger, G. 2016
    Towards Extracting Customer Needs from Incident Tickets in IT Services
    IEEE Conference on Business Informatics (CBI), Paris.

  • Kühl, N.; Scheurenbrand, J.; Satzger, G. 2016
    Needmining: Identifying Micro Blog Data Containing Customer Needs
    Proceedings of the 24th European Conference of Information Systems, more.

  • Goldberg, M.; Satzger, G.; Fromm, H. 2016
    Retained Organizations in IT Outsourcing: Adapting IT Service Management for Successful Multi-sourcing Service Integration
    Proceedings of the 24th European Conference of Information Systems, forthcoming.

  • Kühl, N.; Scheurenbrand, J.; Satzger, G. 2016
    ''Needs from Tweets'': Towards Deriving Customer Needs From Micro Blog Data
    Multikonferenz Wirtschaftsinformatik (MKWI) 2016, Illmenau, Germany, more.

  • Kühl, N.; Walk, J.; Stryja, C.; Satzger, G. 2015
    Towards a service-oriented business model framework for e-mobility
    European Battery, Hybrid and Fuel Cell Electric Vehicle Congress, Brussels, Belgium.

  • Kohler, M.; Hottum, P.; Fromm, H.; Satzger, G. 2015
    Produktivität und Kundeneinbindung: Analyse der Auswirkungen des Kundenbeitrags für die Dienstleistungsentwicklung
    ServUp: Phasenübergreifendes Service Life Cycle Management zur Steigerung der Dienstleistungsproduktivität, 66-90, Fraunhofer-Verlag.

  • Goldberg, M.; Satzger, G. 2015
    Designing Organizational Models for Service Integration in a Multi-sourcing Context
    Proceedings of the 21st Americas Conference on Information Systems, more.

  • Goldberg, M.; Satzger, G.; Kieninger, A. 2015
    A Capability Framework for IT Service Integration and Management in Multi-Sourcing
    ECIS 2015 Completed Research Papers, ISBN: ISBN 978-3-00-050284-2, [DOI].

  • Kunze von Bischhoffshausen, J.; Paatsch, M.; Reuter-Oppermann, M.; Satzger, G.; Fromm, H. 2015
    An Information System for Sales Team Assignments Utilizing Predictive and Prescriptive Analytics
    Proceedings of the 17th IEEE Conference on Business Informatics (CBI), 1, 68-76, ISBN: 978-1-4673-7340-1.

  • Stryja, C.; Schüritz, R.; Kühl, N.; Hottum, P.; Satzger, G. 2015
    Entwicklung eines Frameworks zur Beschreibung von Geschäftsmodellen für Elektromobilitätsdienstleistungen
    Konferenzband der 9. Internationalen Energiewirtschaftstagung (IEWT), Wien, Österreich.

  • Blomberg, J.; Boyette, N.; Chandra, A.; Oh, S.; Zhou, R.; Strong, R.; Jones, W.; Gehb, O.; Vogt, A.; Satzger, G. 2014
    Forecasting Service Profitability - Connecting Services Engagement with Service Delivery
    Proceedings of the 11th IEEE International Conference on Services Computing (SCC) 2014, Anchorage, USA, 370-377, [DOI], more.

  • Goldberg, M.; Kieninger, A.; Satzger, G.; Fromm, H. 2014
    Transition and Delivery Challenges of Retained Organizations in IT Outsourcing
    Proceedings of the Fifth International Conference on Exploring Services Science, In: Léonard, M.; Snene, M. (eds.), Geneva, Switzerland, vol. LNBIP, 169, 56-71, Springer, ISBN: 978-3-319-04809-3.

  • Schmitz, B.; Kieninger, A.; Satzger, G.; Fromm, H. 2014
    Towards the Consideration of Performance Risks for the Design of Service Offers
    Proceedings of the 5th International Conference on Exploring Services Science, In: Léonard, M.; Snene, M. (eds.), Geneva, Switzerland, vol. Lecture Notes in Business Information Processing (LNBIP), 169, 108-123, Springer, ISBN: 978-3-319-04809-3, [DOI].

  • Kieninger, A.; Straeten, D.; Kimbrough, S.; Schmitz, B.; Satzger, G. 2013
    Leveraging Service Incident Analytics to Determine Cost-Optimal Service Offers (Nominated for Best Paper Award)
    Proceedings of the 11th International Conference on Wirtschaftsinformatik, In: Alt, R.; Franczyk, B. (eds.), Leipzig, Germany, 2, 1015-1029.

  • Kieninger, A.; Berghoff, F.; Fromm, H.; Satzger, G. 2013
    Simulation-based Quantification of Business Impacts Caused by Service Incidents
    Proceedings of the Fourth International Conference on Exploring Service Science, In: Cunha, J.; Snene, M.; Novoa, H. (eds.), Porto, Portugal, vol. LNBIP, 170-185, Springer, ISBN: 978-3-642-36355-9, [DOI].

  • Kohler, M.; Feldmann, N.; Habryn, F.; Satzger, G. 2013
    Service Innovation Analytics: Towards Assessment and Monitoring of Innovation Capabilities in Service Firms
    Proceedings of the Forty-Sixth Annual Hawaii International Conference on System Sciences (HICSS 46), Kauai, Hawaii, USA, IEEE, ISBN: 978-1-4673-5933-7.

  • Habryn, F.; Kunze von Bischhoffshausen, J.; Satzger, G. 2012
    A Business Intelligence Approach for Assessing and Monitoring the Return on Interaction in a Customer Intimacy Context
    Proceedings of the 20th European Conference on Information Systems - ECIS 2012.

  • Fromm, H.; Habryn, F.; Satzger, G. 2012
    Service Analytics – Leveraging Data Across Enterprise Boundaries for Competitive Advantage
    Globalization of Professional Services, In: Bäumer, U.; Kreutter, P.; Messner, W. (eds.), 139-149, Springer, ISBN 978-3-642-29180-7, [DOI].

  • Kieninger, A.; Schmitz, B.; Straeten, D.; Satzger, G. 2012
    Incorporating Business Impact into Service Offers – A Procedure to Select Cost-Optimal Service Contracts
    Proceedings of the Eighteenth Americas Conference on Information Systems (AMCIS), Seattle, Washington, USA, [DOI].

  • Kieninger, A.; Westernhagen, J.; Satzger, G. 2011
    The Economics of Service Level Engineering
    Proceedings of the Forty-Fourth Annual Hawaii International Conference on System Sciences (HICSS 44), Kauai, Hawaii, USA, IEEE Computer Society, ISBN: 978-0-7695-4282-9, [DOI].

  • Satzger, G.; Kieninger, A. 2011
    Risk-Reward Sharing in IT Service Contracts – A Service System View
    Proceedings of the Forty-Forth Annual Hawaii International Conference on System Sciences (HICSS 44), Kauai, Hawaii, USA, IEEE Computer Society, [DOI].

  • Wichmann, P.; Borek, A.; Kern, R.; Woodall, P.; Parlikad, A.; Satzger, G. 2011
    Exploring the “Crowd” as Enabler of Better Information Quality
    Proceedings of the 16th International Conference on Information Quality, Australia.

  • Kern, R.; Thies, H.; Satzger, G. 2011
    Efficient Quality Management of Human-Based Electronic Services Leveraging Group Decision Making
    Proceedings of the 19th European Conference on Information Systems - ECIS 2011.

  • Kieninger, A.; Baltadzhiev, D.; Schmitz, B.; Satzger, G. 2011
    Towards Service Level Engineering for IT Services - Defining IT Services from a Line of Business Perspective
    Proceedings of the SRII Global Conference, San Jose / California, USA, IEEE, ISBN: 978-1-61284-415-2, [DOI].

  • Satzger, G.; Neus, A. 2010
    Principles of Collaborative Innovation – Models and implementation of open and peer-to-peer innovation approaches
    Innovation and International Corporate Growth, In: Gerybadze, A.; Hommel, U.; Reiners, H.; Thomaschewski, D. (eds.), 219-238, Springer.

  • Kern, R.; Thies, H.; Bauer, C.; Satzger, G. 2010
    Quality Assurance for Human-Based Electronic Services: A Decision Matrix for Choosing the Right Approach
    Current Trends in Web Engineering - Proceedings ICWE 2010, In: Daniel, F.; Facca, F. (eds.), vol. LNCS, 6385, 421-424, Springer, ISBN: 978-3-642-16984-7, [DOI].

  • Kern, R.; Thies, H.; Satzger, G. 2010
    Statistical Quality Control for Human-Based Electronic Services
    Service-Oriented Computing - Proceedings ICSOC 2010, In: Maglio, P.; Weske, M.; Yang, J.; Fantinato, M. (eds.), vol. LNCS, 243-257, Springer, ISBN: 978-3-642-17357-8, [DOI].

  • Habryn, F.; Blau, B.; Satzger, G.; Kölmel, B. 2010
    Towards measuring customer intimacy in B2B services
    Exploring Service Science. Proceedings of the First International Conference Exploring Service Science IESS, In: Morin, J.; Ralyté, J.; Snene, M. (eds.), vol. LNBIP, 1-14, Springer, [DOI].

  • Kern, R.; Bauer, C.; Thies, H.; Satzger, G. 2010
    Validating results of human-based electronic services leveraging multiple reviewers
    Proceedings of the 16th Americas Conference on Information Systems (AMCIS), Lima, Peru.

  • Satzger, G. 2010
    Service Science – der Schlüssel zur Wettbewerbsfähigkeit in der „Industriellen Revolution 2.0“?
    Mit Dienstleistungen die Zukunft gestalten - Tagungsband der 8. Dienstleistungstagung des BMBF, In: Gatermann, I.; Fleck, M. (eds.), 349-352, Campus.

  • Satzger, G.; Ganz, W.; Kieninger, A. 2009
    Service Science – das unbekannte Wesen
    Arbeits- und Dienstleistungsforschung als Innovationstreiber, In: Spath, D. (eds.), 126-130, Fraunhofer Verlag.

  • Conte, T.; Blau, B.; Satzger, G.; Dinther, C.; Weinhardt, C. 2009
    Rewarding Contribution to Service Network Formation
    Proceedings of the 1st INFORMS International Conference on Service Science (ICSS09), Hong Kong, China.

  • Satzger, G. 2008
    Dienstleistungswissenschaft – Anforderungen der Praxis an Dienstleistungsforschung und -lehre
    Technologie und Dienstleistung - Beiträge der 7. Dienstleistungstagung des BMBF, In: Gatermann, I.; Fleck, M. (eds.), 187-195, [DOI].

  • Satzger, G.; Reitwiesner, B. 1999
    Integrierte Rendite-/Risikosteuerung auf Basis gewichteter Kapitalkosten?
    M. Steiner et al. (Eds.), Elektronische Dienstleistungswirtschaft und Financial Engineering, In: {M. Steiner et al}, . (eds.), 113-138, Schüling.

  • Satzger, G. 1999
    Die Besteuerung des internationalen elektronischen Handels und deren Auswirkungen auf Leistungsangebote und Standortentscheidungen.
    Managementinstrumente und -konzepte. Tagungsband der 60. Wissen­schaftlichen Jahrestagung des Verbandes der Hochschullehrer für Betriebswirtschaft, In: Egger, A. (eds.), 225-240, Schaeffer-Poeschel.

  • Satzger, G.; Huther, A. 1999
    Informations- und Kommunikationskosten
    Kosten-Controlling – Neue Methoden und Inhalte, In: Fischer, T. (eds.), 479-505, Schäffer-Poeschel.

  • Satzger, G. 1997
    Electronic Commerce in an International Environment - A Tax Perspective
    Macharzina, K. (Hrsg.), Global Business in the Information Age. Proceedings of the 23rd Conference of the European International Business Academy, 231-247, EXTEC.

  • Satzger, G. 1997
    System Integration in Information Technology - An Intermediation Rather Than a Procurement Task?
    Proceedings of the 5th European Conference on Information Systems ECIS ‘97, 1-13, Cork Publishing.

  • Buhl, H.; Satzger, G.; Wirth, A. 1995
    An Optimization Approach Integrating Technical and Financial Objectives
    Proceedings of the 3rd European Conference on Information Systems ECIS ‘95, In: Doukidis, G. (eds.), 535-545.

  • Buhl, H.; Satzger, G.; Wirth, A. 1994
    Die Integration technischer und betriebswirtschaftlicher Aspekte im Technologiemanagement, dargestellt am Beispiel der Hardware-Bereitstellung
    Zahn, E. (Ed.), Technologiemanagement - Technologien für das Management, In: Zahn, E. (eds.), 41-56, Schäffer-Poeschel.

  • Buhl, H.; Satzger, G.; Wirth, A. 1993
    MIPS - An Interactive Decision Support System for Hardware Investment Planning
    Operations Research '92 - Proceedings of the 17th Symposium on Operations Research, 285-288, Physica.

Miscellaneous Publications

  • Satzger, G.; Enders, T.; Reimer, N. 2017
    Künstliche Intelligenz: Löst Watson den Controller ab?
    Controlling - Zeitschrift für erfolgsorientierte Unternehmenssteuerung, 24-28.

  • Genennig, S.; Hunke, F.; Jonas, J.; Möslein, K.; Oks, S.; Satzger, G.; Schüritz, R.; Schymanietz, M.; Seebacher, S. 2017
    Smart Services
    Band: 3

  • Schüritz, R.; Satzger, G.; Brand, E. 2017
    How to Cultivate Analytics Capabilities within an Organization? – Design Options of Shared Service Center for Analytics
    Presentation at the 26th Annual Frontiers in Service Conference., forthcoming.

  • Schüritz, R.; Satzger, G.; Eiermann, L. 2017
    Data Enriched Services - Options to Apply Advanced Analytics to Infuse Value Propositions
    Presentation at the 26th Annual Frontiers in Service Conference, forthcoming.

  • Kühl, N.; Satzger, G. 2016
    Needmining: Analytically identifying customer needs for designing new services
    Presentation at the 25th Annual Frontiers in Service Conference.

  • Hottum, P.; Satzger, G.; Hackober, C.; Schäfer, B. 2015
    Operationalizing Value Co-Creation: An Analytics Approach to Measuring Customer Contribution in Service Incident Management
    Presentation at the 24th Annual Frontiers in Service Conference, forthcoming.

  • Schüritz, R.; Kühl, N.; Stryja, C.; Hottum, P.; Satzger, G. 2015
    Business Models for Electric Mobility Services – Development of a user focused framework
    Presentation at the 24th Annual Frontiers in Service Conference.

  • Satzger, G.; Kern, R.; Pasing, A.; Pfau, G.; Fritz, R.; Schmid, A.; Peisl, R. 2011
    People Services: Efficient work processes leveraging the power of the crowd
    Abstract. 20th Annual Frontiers in Service Conference.

  • Satzger, G.; Habryn, F.; Kölmel, B.; Herzig, T. 2011
    CI Analytics - Assessment and Monitoring of Customer Intimacy in a B2B Context
    Abstract. 20th Annual Frontiers in Service Conference.

  • Howahl, F.; Hottum, P.; Fromm, H.; Satzger, G. 2011
    Fundamentals of a productivity model for service systems
    Presentation at the Academic Conference "Understanding Complex Service Systems Through Different Lenses".

  • Kern, R.; Bauer, C.; Thies, H.; Satzger, G. 2010
    Efficient quality management for human-based electronic services
    Presentation at the 19th Annual Frontiers in Service Conference, Karlstad, Sweden.

  • Kern, R.; Zirpins, C.; Satzger, G. 2009
    People Services: Manpower as a Service

  • Satzger, G.; Schulteß, P.; Neus, A.
    Knowledge Intensive Services Procurement Strategy

  • Neus, A.; Satzger, G. 2008
    Procurement of Knowledge-Intensive Services – A Maturity Model

  • Satzger, G.; Ganz, W.; Kremer, A. 2008
    Service Science: Hype or Cornerstone for Future Success – A Five-Step Roadmap to Clarity
    Proceedings of the 18th International RESER Conference.

  • Satzger, G. 2003
    Wirtschaftsinformatik-Professoren der Zukunft – Sind Wissenschaft und Praxis notwendigerweise antagonistische Karrierealternativen?
    Wirtschaftsinformatik, Band: 45 (3), 377-379.

  • Dümpe, O.; Satzger, G.; Will, A. 1998
    Re-Intermediation Based on Electronic Markets