Amy L. Ostrom

Papers

Total Citations

1,237

H-Index

About

Amy L. Ostrom is a leading scholar in service research, with a particular focus on transformative service, technology infusion, and customer well-being. Her groundbreaking work explores how technology—especially artificial intelligence and robotics—reshapes service encounters and customer relationships. Ostrom is best known for her highly influential paper "Domo Arigato Mr. Roboto," which has amassed over 1,200 citations and offers a visionary roadmap for the role of humanoid robots in service delivery by 2025. This work has become a cornerstone for researchers studying the intersection of technology and service, helping to define the emerging field of service robots. Beyond this, Ostrom has made significant contributions to understanding how service systems can enhance consumer and societal welfare, co-editing the influential "Handbook of Service Science." Her research consistently bridges rigorous theory with practical implications, earning her a reputation as a thought leader in service science. With a career marked by high-impact publications and a forward-looking perspective, Ostrom continues to shape how scholars and practitioners think about the future of service in a technologically driven world.