Andrew S. Gallan

Papers

Total Citations

814

H-Index

About

Andrew S. Gallan is a leading scholar in transformative service research, with a focus on how service systems can enhance well-being and customer experience. His most cited work, "Customer experience challenges: bringing together digital, physical and social realms" (2018, 814 citations), has been foundational in shaping contemporary understanding of how technology-enabled services—such as digital twins and virtual assistants—blur boundaries between physical, digital, and social interactions. Gallan’s research critically examines the co-creation and co-destruction of value in service contexts, particularly for vulnerable populations, and explores the role of customer engagement and employee well-being in driving positive outcomes. His contributions have been recognized through multiple best paper awards and editorial roles at top journals, including the Journal of Service Research. With a career dedicated to advancing service science, Gallan’s work continues to influence both academic theory and practical service design, making him a pivotal figure in understanding the human and technological dimensions of modern service experiences.