Polina Mosolova

Year: 2018

Center: Social Sciences

Supervisor: Henning Hillmann

I am a PhD student in sociology, my research is on customer behavior, customer success and trust development in subscription businesses. I seek to create a holistic approach to establishing a trustful customer base in the context of limited personal interactions, such as subscription-based cloud software or app-based insurance.
I hold a Bachelor’s degree from the University of Heidelberg and a Master’s degree from the University of Mannheim. In my master thesis, I analyzed the emergence of self-organization structures in support teams at SAP SE and their relation to team performance in decision making for solving customer problems. I tested my approach to customer behavior identification in multiple industry projects.