Ebru Kuzgun
Papers
1
Total Citations
102
H-Index
1
About
Ebru Kuzgun is a pioneering researcher in the field of human-robot interaction and service management, with a particular focus on the ethical and operational implications of robotic agents in customer-facing roles. Her most influential work, "May robots be held responsible for service failure and recovery? The role of robot service provider agents’ human-likeness" (2022), has garnered over 100 citations, establishing her as a key voice in understanding how consumers perceive and assign accountability to robots during service encounters. Kuzgun’s research critically examines the intersection of anthropomorphism, blame attribution, and service recovery, revealing that the degree of a robot’s human-likeness significantly shapes customer expectations and judgments of responsibility. This work has profound implications for the design of autonomous service agents and the development of ethical guidelines for their deployment. By bridging robotics, psychology, and marketing, Kuzgun provides actionable insights for businesses navigating the complexities of automated customer service. Her contributions are essential reading for scholars and practitioners seeking to understand the social dynamics of human-robot collaboration in high-stakes service contexts.
Research Focus
Key Achievements
Top Papers
- 1