Edwin J. Nijssen
Papers
2
Total Citations
20
H-Index
2
About
Edwin J. Nijssen is a pioneering scholar in the field of service innovation and technology management, with a particular focus on the integration of artificial intelligence and robotics into frontline service encounters. His research explores how customers perceive and interact with frontline robots (FLRs) and hybrid human-robot teams, examining critical constructs such as automated social presence, customer orientation, and perceived teamwork quality. In his highly cited 2023 work, "Some agents are more similar than others," Nijssen investigates the nuanced ways in which FLRs influence customer perceptions of a firm's customer orientation, revealing that robots may be associated with standardization and cost-cutting rather than genuine service orientation. His 2025 study on hybrid human-robot teams further advances this line of inquiry, demonstrating how automated social presence impacts customers' assessments of frontline employees' competence and warmth. With over 15 citations on his most recent work and a growing portfolio of influential publications, Nijssen's contributions are shaping the future of service research, providing critical insights for firms navigating the complex landscape of AI-augmented customer interactions.
Research Focus
Key Achievements
Top Papers
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