Linda D. Hollebeek
Montpellier Business School, Tallinn University of Technology, Umeå University
Papers
7
Total Citations
313
H-Index
4
About
Linda D. Hollebeek is a leading scholar in the fields of customer engagement, service technology, and value cocreation. Her pioneering work explores how consumers interact with brands, particularly in the age of artificial intelligence and digital platforms. She is best known for developing foundational frameworks that link customer engagement with resource investment, consumer stress, and conservation of resources theory—a contribution that has reshaped how researchers understand the psychological underpinnings of brand interactions. Her highly cited 2021 paper, "Rise of the Machines? Customer Engagement in Automated Service Interactions" (211 citations), critically examines the transformative effects of AI on service organizations and customer relationships. Hollebeek has also advanced the study of digital cocreated value, using social presence theory to illuminate how value emerges through digital versus non-digital platforms. Her recent work extends into educational robotics and socially inclusive technologies, including the use of cybernetic avatars to support individuals with disabilities in hospitality. With a career marked by conceptual innovation and interdisciplinary reach, Hollebeek’s research continues to shape scholarly discourse and practical strategies in marketing, service management, and human-technology interaction.
Research Focus
Key Achievements
Top Papers
- 1Rise of the Machines? Customer Engagement in Automated Service Interactions211 citations · 2021
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