Jeroen Schepers
Papers
8
Total Citations
1,579
H-Index
7
About
Jeroen Schepers is a pioneering marketing scholar whose research sits at the dynamic intersection of service management, artificial intelligence, and human-robot interaction. Over the past decade, he has emerged as one of the foremost authorities on frontline service robots, fundamentally shaping how researchers and practitioners understand the deployment of AI in customer-facing environments. His landmark 2019 theoretical framework on service robot implementation (652 citations) established the conceptual foundation for an entire field of inquiry, while subsequent empirical work explored how robots' physical appearance, warmth, and competence influence customer loyalty (348 citations) and how attribution theory explains customer responses to robotic service failures (292 citations). These contributions collectively reveal the nuanced psychological dynamics at play when humans interact with automated service agents. Schepers has also examined critical practical questions, including how intelligent robots should be and their role in physically safe service contexts during the COVID-19 era. His meta-analysis on frontline employee role behavior across national cultures (78 citations) demonstrates his broader expertise in service management beyond robotics. With over 1,500 citations across his most influential works alone, Schepers' research has profoundly informed both academic understanding and real-world decisions about integrating robots into customer service environments.
Research Focus
Key Achievements
Top Papers
- 1Service robot implementation: a theoretical framework and research agenda652 citations · 2019
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- 4How Smart Should a Service Robot Be?151 citations · 2022
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