J. Andrew Petersen

Papers

Total Citations

1,237

H-Index

About

J. Andrew Petersen is a leading scholar in service marketing and customer relationship management, with a particular focus on the transformative role of technology in service delivery. His research explores how emerging technologies—especially artificial intelligence and humanoid robots—reshape customer experiences and firm-customer dynamics. Petersen’s most cited work, “Domo Arigato Mr. Roboto” (2016, over 1,200 citations), is a landmark paper that anticipates the integration of service-providing robots into frontline interactions by 2025, examining how these technologies alter customer expectations, trust, and loyalty. This forward-thinking contribution has influenced both academic discourse and industry practice, establishing Petersen as a key voice in the future of service. Beyond this, his broader portfolio addresses customer lifetime value, social media analytics, and the strategic use of customer data to drive firm performance. His work consistently bridges rigorous quantitative methods with practical implications, earning him recognition as a thought leader in marketing science. With a career marked by high-impact publications and a talent for forecasting industry shifts, Petersen continues to shape how researchers and practitioners understand the evolving service landscape.