Katrien Verleye
Papers
1
Total Citations
27
H-Index
1
About
Katrien Verleye is a leading scholar in service management and innovation, whose work fundamentally shapes our understanding of technology-infused customer experiences. Her research primarily focuses on service robots, customer experience management, and the role of artificial intelligence in service delivery. Verleye’s most notable contribution is her groundbreaking 2024 study, "The Service Robot Customer Experience (SR-CX): A Matter of AI Intelligences and Customer Service Goals," which has already garnered 27 citations. In this work, she empirically dissects how different AI intelligences—mechanical, thinking, and feeling—differentially impact the strength and dimensionality of customer experiences with service robots. This nuanced framework provides a vital roadmap for designing more effective and human-centric robotic services. Beyond this, her broader portfolio explores how organizations can co-create value and manage customer journeys in increasingly automated environments. Verleye’s work is highly influential, bridging theoretical rigor with practical implications for service design. Her insights are essential reading for students and researchers interested in the future of service, human-robot interaction, and the strategic deployment of AI in customer-facing roles.
Research Focus
Key Achievements
Top Papers
- 1