Philipp Klaus
Papers
2
Total Citations
96
H-Index
2
About
Dr. Philipp Klaus is a leading scholar in service research, with a focused expertise on the intersection of technology, robotics, and customer experience in tourism and hospitality. His work critically examines the evolving dynamics between human and automated service delivery. Klaus’s most influential contribution, “Man vs machine: examining the three themes of service robotics in tourism and hospitality” (2020), with 67 citations, provides a foundational framework for understanding how robotic integration reshapes service encounters. He further explores this terrain in “The interplaying factors of the robotic tourism experience” (2022), mapping the customer journey through touchpoints, context, and experiential qualities. Through these studies, Klaus has advanced theoretical understanding of how technology transforms service ecosystems, offering practical insights for industry practitioners. His research is pivotal for students and scholars navigating the future of automated hospitality, demonstrating a keen ability to synthesize complex technological and human factors into actionable knowledge.
Research Focus
Key Achievements
Top Papers
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