Cost-effective service excellence

• Reimagining third places: the role of GenAI robots in shaping interaction and trust in a polarized society

  2025 Journal of Services Marketing article Computer Science AI in Service Interactions

  2

  citations
• Intelligent Automation, Service Robots, and AI – the Service Revolution is in Full Swing

  2023 Palgrave studies in marketing, organizations and society book-chapter Computer Science AI in Service Interactions

  3

  citations
• Toward a New Service Reality: Human–Robot Collaboration at the Service Frontline

  2022 Springer eBooks book-chapter Computer Science AI in Service Interactions

  9

  citations
• Service robots, agency and embarrassing service encounters

  2021 Journal of service management article Computer Science AI in Service Interactions Open access

  227

  citations
• Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?

  2020 Journal of Service Theory and Practice article Computer Science AI in Service Interactions Open access

  573

  citations
• Service Robots and the Future of Services

  2020 Springer eBooks book-chapter Computer Science AI in Service Interactions

  46

  citations
• Artificial Intelligence and Robots in the Service Encounter

  2020 Journal of Service Management Research article Computer Science AI in Service Interactions Open access

  59

  citations
• Service Robots, Customers, and Service Employees: What Can We Learn from the Academic Literature and Where are the Gaps?

  2020 SSRN Electronic Journal preprint Computer Science AI in Service Interactions Open access

  43

  citations

8 results