Jan H. Schumann
Papers
1
Total Citations
52
H-Index
1
About
Jan H. Schumann is a leading scholar in service marketing and organizational behavior, whose work fundamentally reshapes our understanding of technology-mediated interactions in the digital age. His research centers on the evolving dynamics between consumers, autonomous technologies, and frontline workers, with a particular focus on how artificial intelligence and automation transform service encounters. Schumann's most influential contribution is the development of the Consumer–Autonomous Technology–Worker (CAW) framework, a seminal 2023 paper that has already garnered 52 citations. This groundbreaking framework bridges previously siloed fields of marketing and organizational behavior, offering a comprehensive lens for analyzing the triadic relationships that define modern organizational frontlines. By integrating perspectives on consumer psychology, technology adoption, and workforce dynamics, Schumann provides both theoretical depth and practical insights for businesses navigating digital transformation. His work is essential reading for researchers and practitioners seeking to understand how autonomous technologies reshape customer experiences and employee roles in the service economy.
Research Focus
Key Achievements
Top Papers
- 1