Anthony Grimes

Papers

Total Citations

H-Index

About

Dr. Anthony Grimes is a leading scholar at the intersection of service marketing, technology, and consumer vulnerability. His research primarily explores how emerging technologies—particularly service robots and artificial intelligence—reshape service experiences for marginalized populations. Dr. Grimes’s most influential work, “Service Robots in Long-Term Care: A Consumer-Centric View” (2022, 77 citations), offers a groundbreaking framework for understanding how consumers with disabilities envision the integration of intelligent robots into emotionally charged care settings. This paper challenges technocentric perspectives by centering the voices of vulnerable consumers, revealing their nuanced expectations for robot empathy, autonomy, and relationality. Beyond this landmark study, his broader portfolio examines how service design can either alleviate or exacerbate consumer vulnerability. Dr. Grimes’s contributions have been recognized through multiple best paper awards and invitations to advise on inclusive technology policy. His work is essential reading for researchers and practitioners seeking to design service technologies that are not only intelligent but also compassionate and equitable. By bridging service theory with real-world consumer experiences, Dr. Grimes continues to shape a more human-centered future for automated service encounters.