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Papers in AI in Service Interactions 14

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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

Vinh Nhat Lu, Jochen Wirtz, Werner H. Kunz, Stefanie Paluch, Thorsten Gruber, Antje Martins, +1 more

573

citations
Service robots, agency and embarrassing service encounters
2021 Journal of service management article Computer Science AI in Service Interactions Open access

Valentina Pitardi, Jochen Wirtz, Stefanie Paluch, Werner H. Kunz

227

citations
“My colleague is a robot” – exploring frontline employees' willingness to work with collaborative service robots
2021 Journal of service management article Computer Science AI in Service Interactions Open access

Stefanie Paluch, Sven Tuzovic, Heiko F. Holz, Alexander Kies, Moritz Jörling

180

citations
Metaperception benefits of service robots in uncomfortable service encounters
2024 Tourism Management article Computer Science AI in Service Interactions Open access

Valentina Pitardi, Jochen Wirtz, Stefanie Paluch, Werner H. Kunz

65

citations
Artificial Intelligence and Robots in the Service Encounter
2020 Journal of Service Management Research article Computer Science AI in Service Interactions Open access

Stefanie Paluch, Jochen Wirtz

59

citations
Algorithmic pricing in hospitality and tourism: call for research on ethics, consumer backlash and CSR
2022 Journal of Hospitality and Tourism Insights article Computer Science AI in Service Interactions

Jean-Pierre I. van der Rest, Henri Kuokkanen, Kimia Heidary

25

citations
Mechanisms and Consequences of Anthropomorphizing Autonomous Products
2020 Schmalenbach Business Review article Computer Science AI in Service Interactions Open access

Moritz Jörling, ROBERT M. BOHM, Stefanie Paluch

12

citations
Should service firms introduce algorithmic advice to their existing customers? The moderating effect of service relationships
2023 Journal of Retailing article Computer Science AI in Service Interactions Open access

Benjamin von Walter, Daniel Wentzel, Stefan Raff

11

citations
Why Consumers Prefer Chatbots' Simulated Empathy: Revisiting the Empathy‐Honesty Trade‐Off
2026 Journal of Consumer Behaviour article Computer Science AI in Service Interactions Open access

Zi Ye, Feiteng Long, Lijuan Luo

6

citations
The Robot and I: The Rise of Hybrid ServiceTeams
2022 NIM Marketing Intelligence Review article Computer Science AI in Service Interactions Open access

Jochen Wirtz, Stefanie Paluch, Werner H. Kunz

4

citations
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

Stefanie Paluch, Jochen Wirtz, Valentina Pitardi, Werner H. Kunz

2

citations
Personalised pricing under the current European legal framework: a call for ethics, sustainability and responsibility in the age of artificial intelligence
2024 Research in Hospitality Management article Computer Science AI in Service Interactions Open access

Jean-Pierre I. van der Rest, Kimia Heidary

1

citations
Design and Prototype of a Chatbot for Public Participation in Major Infrastructure Projects
2026 Multimodal Technologies and Interaction article Computer Science AI in Service Interactions Open access

Jonathan Matthei, Johannes Maas, Maurice Wischum, Sven Mackenbach, Katharina Klemt‐Albert

0

citations
The Telephone AI Paradox: How Voice Agents Can Help Counter Unwanted Telemarketing Through Role-Based Automation, Transparency, and Governance
2026 Future Internet article Computer Science AI in Service Interactions Open access

Eldar Sultanow, Alex Loosley, Alina M. Chircu, Jonas Arnold, Timon Bayer, Emilia Bauer, +5 more

0

citations

14 results