Jenny van Doorn
Papers
9
Total Citations
2,712
H-Index
6
About
Jenny van Doorn is a pioneering marketing scholar whose research sits at the intersection of service management, consumer behavior, and emerging technologies. Best known for her influential work on service robotics, van Doorn has helped shape how academics and practitioners understand the integration of artificial intelligence and humanoid robots into everyday service encounters. Her landmark 2016 paper "Domo Arigato Mr. Roboto," now boasting over 1,200 citations, offered a visionary forecast of technology-driven service landscapes and has become essential reading in the field. Her follow-up work on humanoid service robots (over 1,090 citations) deepened understanding of how robot morphology shapes consumer responses and triggers compensatory behaviors. More recently, van Doorn has expanded her lens to examine multi-actor frontline dynamics through her Consumer–Autonomous Technology–Worker framework, explored the nuanced role robots can play in reducing consumer embarrassment, and tackled critical questions around cobotic collaboration in healthcare. Her ongoing research into robot economics, compliance, and accountability reflects a commitment not merely to describing the robotic revolution, but to ensuring it unfolds responsibly and equitably—a body of work both academically rigorous and profoundly relevant to society's technological future.
Research Focus
Key Achievements
Top Papers
- 1Domo Arigato Mr. Roboto1,237 citations · 2016
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- 9Increasing Accountability and Compliance with Robot Advice1 citations · 2025