Christine Mathies

Papers

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About

Dr. Christine Mathies is a leading scholar in service management and technology adoption, with a particular focus on the transformative role of artificial intelligence in customer-facing industries. Her research primarily explores the dynamics of human-robot interaction in service settings, notably through her highly cited 2021 study, "Customer acceptance of frontline service robots in retail banking: A qualitative approach" (72 citations). This seminal work provides a deep, qualitative understanding of the factors driving customer acceptance of service robots, offering critical insights for the retail banking sector as it navigates digital transformation. Dr. Mathies’ contributions extend to service recovery, customer experience, and the strategic implementation of technology in service delivery. Her work is widely recognized for bridging theoretical frameworks with practical applications, influencing both academic discourse and industry practice. With a growing citation impact, she is a sought-after voice on the future of service work, regularly contributing to top-tier journals and international conferences. Her research continues to shape how organizations design and manage technology-enhanced customer interactions.