Rebekah Russell‐Bennett
Papers
7
Total Citations
180
H-Index
6
About
Rebekah Russell-Bennett is a leading marketing and services scholar whose research sits at the intersection of artificial intelligence, service robotics, and human well-being. Her work grapples with one of the most pressing questions facing modern organizations: how the integration of intelligent technologies reshapes relationships between customers, frontline employees, and managers. Russell-Bennett's most influential contribution, "Black, White or Grey Magic? Our Future with Artificial Intelligence" (2020, 67 citations), examines marketers' pivotal role in steering AI toward ethical, human-centered outcomes — challenging researchers and practitioners alike to confront technology's dual potential for harm and benefit. Building on this foundation, she has developed the concept of the "Robotic-Human Service Trilemma," illuminating well-being tensions that emerge when service robots disrupt traditional human service triads, and has extended this thinking into healthcare contexts, exploring blended human-technology interactions with genuine care for patient and practitioner experience. Her editorial leadership in journals focused on human-technology service interactions has helped shape an entire subfield, while her analysis of collective hotel review data offers rare field evidence on how shared realities form in robot-mediated environments. Across more than 180 cumulative citations, Russell-Bennett consistently advocates for thoughtful, people-centered approaches to technological transformation.
Research Focus
Key Achievements
Top Papers
- 1Black, white or grey magic? Our future with artificial intelligence67 citations · 2020
- 2
- 3Blended human-technology service realities in healthcare26 citations · 2022
- 4Editorial: When service technologies and human experiences intersect24 citations · 2021
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- 7The Evolution Is Now: Service Robots, Behavioral Bias and Emotions6 citations · 2020