Klaas Koerten

Hotelschool The Hague, Delft University of Technology

Papers

4

Total Citations

35

H-Index

3

About

No biography available yet.

Research Focus

Service (business)3 · 32 citations
Business3 · 32 citations
Process management2 · 29 citations
Marketing2 · 29 citations
Customer intelligence1 · 27 citations
Customer retention1 · 27 citations
Customer advocacy1 · 27 citations
Customer service1 · 27 citations
Customer Service Assurance1 · 27 citations
Service quality1 · 27 citations
Computer science3 · 8 citations
Artificial intelligence2 · 6 citations

Key Achievements

3
H-Index
4
Papers
35
Total Citations
9
Avg Citations/Paper
🏆 Most Cited Paper
The Service Robot Customer Experience (SR-CX): A Matter of AI Intelligences and Customer Service Goals
27 citations · 2024
📈 Most Prolific Year: 2025 (2 Papers)
🤝 Key Collaborators: 12
🏛 Institutions: Hotelschool The Hague, Delft University of Technology

Top Papers

  1. 1
    The Service Robot Customer Experience (SR-CX): A Matter of AI Intelligences and Customer Service Goals
    27 citations · 2024
  2. 2
    Selecting Robots to Take Over Tasks in Hospitality Settings: Joining Two Research Fields
    3 citations · 2023
  3. 3
    The Human-Robot Ensemble: Designing Expressive Movements for Restaurant Service Robots
    3 citations · 2025
  4. 4
    Human Versus Robot: Comparing Service Agents in Hospitality Settings—Insights From a Field Study
    2 citations · 2025

Key Collaborators

ALAlexander Lennart Schmidt2 shared papersKVKatrien Verleye1 shared papersKWKaroline Wiegerink1 shared papersDADavid A. Abbink1 shared papersNCNazlı Cila1 shared papersATAarni Tuomi1 shared papersBLBart Larivière1 shared papersMCMarco C. Rozendaal1 shared papersADArne De Keyser1 shared papersDEDahlia El‐Manstrly1 shared papersHLHyunmin Lee1 shared papersMBMaaike Bleeker1 shared papers
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