Melanie Schwede

About

Melanie Schwede is a researcher specializing in human-robot interaction, service robotics, and digital service delivery. Her work sits at the compelling intersection of technology adoption, consumer behavior, and service management, with a particular focus on how users respond when automated systems fail them. Schwede's most significant contributions examine the psychology behind service failures and recovery in robot-mediated interactions. Her highly cited 2022 study — accumulating 38 citations — investigates how robot design influences user attributions of blame following service failures, revealing critical insights into how firms can strategically design service robots to minimize user churn. A companion study from the same year, with 13 citations, explores how users distinguish between robot success and failure, demonstrating a notable asymmetry: users tend to claim credit for successful outcomes while attributing failures to the robot itself. Collectively, her research addresses one of the most pressing practical challenges in service automation — maintaining user trust and acceptance when technology inevitably falls short. With over 58 citations across her focused body of work, Schwede has established herself as an important voice in understanding the human dimensions of service robot deployment, offering actionable guidance for businesses navigating the expanding frontier of automated service delivery.

Research Focus

Key Achievements

Top Papers

1. 1
   Users taking the blame? How service failure, recovery, and robot design affect user attributions and retention

   38 citations · 2022
2. 2
   Claim success, but blame the bot? User reactions to service failure and recovery in interactions with humanoid service robots

   13 citations · 2022
3. 3
   Claim Success, but Blame the Bot? User Reactions to Service Failure and Recovery in Interactions with Humanoid Service Robots

   7 citations · 2023

Key Collaborators

Contact & Links