John Hulland

Papers

Total Citations

1,237

H-Index

About

John Hulland is a leading scholar in marketing strategy and customer relationship management, with a particular focus on how technology reshapes service delivery and consumer-brand interactions. His seminal work, “Domo Arigato Mr. Roboto” (2016), which has garnered over 1,200 citations, offers a visionary analysis of how emerging technologies—including humanoid robots and artificial intelligence—will fundamentally transform the frontline service experience by 2025. This paper has become a cornerstone reference for researchers exploring the intersection of automation, customer engagement, and service design. Beyond this landmark contribution, Hulland has made significant advances in understanding brand management, advertising effectiveness, and the strategic role of marketing resources. His research consistently bridges rigorous empirical methods with practical insights, influencing both academic thought and managerial practice. Recognized for his editorial leadership, he has served as Editor-in-Chief of the *Journal of the Academy of Marketing Science*, one of the field’s most prestigious journals. With a career marked by high-impact publications and a forward-looking perspective, Hulland continues to shape how marketers and scholars anticipate and navigate the evolving technological landscape.