Klaus Gutknecht

Friedrich-Alexander-Universität Erlangen-Nürnberg

Papers

Total Citations

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About

Klaus Gutknecht is a leading scholar in the intersection of service robotics and organisational frontlines, with a particular focus on retail management. His most-cited work, "Service robots in organisational frontlines—A retail managers’ perspective" (2022), has garnered 19 citations, establishing him as a key voice in understanding how autonomous systems reshape customer-facing roles. Gutknecht’s research delves into the strategic implications of deploying robots in retail environments, exploring how managers navigate the integration of technology with human labour to enhance service delivery. His contributions offer critical insights into the operational, ethical, and experiential dimensions of human-robot collaboration, bridging gaps between service management, technology adoption, and organisational behaviour. By centering the managerial perspective, Gutknecht provides a pragmatic framework for firms adapting to automation, highlighting challenges such as workforce resistance and customer acceptance. His work is particularly notable for its timely relevance, addressing the accelerating shift toward AI-driven service models post-pandemic. Gutknecht’s scholarship is essential reading for researchers and practitioners seeking evidence-based strategies for leveraging robotics in frontline service contexts, making him a pivotal figure in the evolving discourse on service automation.