Jos Lemmink
Papers
1
Total Citations
261
H-Index
1
About
Jos Lemmink is a leading scholar in service management and marketing, with a particular focus on technology-mediated service encounters. His research explores how conversational agents—including chatbots, avatars, and robots—can be designed to communicate in more human-like ways, thereby enhancing customer acceptance and engagement. In his highly cited 2020 review, "Human-like communication in conversational agents: a literature review and research agenda," which has garnered over 260 citations, Lemmink synthesizes existing knowledge and outlines a forward-looking research agenda that has shaped subsequent studies in human–agent interaction. His work bridges service marketing, artificial intelligence, and human–computer interaction, offering practical insights for firms deploying automated service solutions. Beyond this landmark paper, Lemmink has contributed extensively to understanding customer loyalty, service quality, and the role of emotions in service delivery. His research is widely recognized for its theoretical depth and managerial relevance, making him a key figure in the ongoing transformation of service industries through technology.
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