Jochen Wirtz
Papers
1
Total Citations
8
H-Index
1
About
Jochen Wirtz is a distinguished scholar in services marketing and management, whose work has increasingly focused on the transformative role of artificial intelligence and automation in service delivery. His research on service robots represents a forward-thinking contribution to understanding how technology reshapes customer experiences and organizational outcomes. His 2025 paper, "Unintended Consequences of Service Robots – Recent Progress and Future Research Directions," already accumulating 8 citations shortly after publication, highlights his ability to anticipate critical questions at the frontier of service innovation — particularly the unforeseen social, ethical, and operational challenges that emerge when robotic systems are deployed in customer-facing environments. Wirtz is widely recognized for bridging rigorous academic inquiry with practical managerial relevance, making his work valuable to both scholars and industry practitioners. His scholarship sits at the intersection of consumer behavior, service operations, and emerging technology, positioning him as a leading voice in debates about the future of human-robot interaction in service contexts. Students and researchers exploring AI's role in services will find his contributions both intellectually stimulating and practically grounded.
Research Focus
Key Achievements
Top Papers
- 1