Klaas Koerten
Papers
4
Total Citations
35
H-Index
3
About
Klaas Koerten is an emerging researcher at the intersection of service robotics, human-robot interaction, and hospitality management. His work centers on understanding how robotic and AI-driven service agents shape customer experiences, with particular focus on how varying levels of artificial intelligence — mechanical, thinking, and feeling — influence the quality and dimensionality of service robot customer experiences (SR-CX). His most cited work (2024, 27 citations) offers a nuanced empirical framework for evaluating these interactions, advancing a field that has long relied on hypothetical rather than real-world evidence. Koerten's research is notably grounded in practical settings. Through field studies and design-oriented investigations in restaurants and hospitality environments, he examines how robots can realistically complement or replace human staff amid growing personnel shortages. His work on expressive robot movement draws on dramaturgical principles to make robots more socially acceptable in complex service contexts. Bridging academic theory with industry relevance, Koerten contributes to debates about robot adoption, task delegation, and the future of human-robot ensembles in customer-facing roles. Though early in his citation trajectory, his interdisciplinary approach positions him as a thoughtful voice in the rapidly evolving conversation around AI-powered hospitality services.
Research Focus
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Top Papers
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