Papers
7
Total Citations
200
H-Index
5
About
Mark Steins is an emerging scholar whose research sits at the intersection of service management, human-robot interaction (HRI), and organizational behavior. His work centers on understanding how service robots reshape relationships among customers, frontline employees, and organizations — a dynamic he examines through the lens of the "service triad." His most influential contribution, "The Service Triad" (2021, 142 citations), empirically demonstrated how robots can either augment or substitute human frontline employees, providing foundational insight for both academics and practitioners navigating automation in service contexts. Steins has since expanded this agenda in compelling directions, exploring collective HRI in hospitality settings, task allocation strategies that protect employee well-being, and innovation ecosystems surrounding robotic deployment. His research also ventures into sensitive domains, including confidentiality in student-robot educational interactions and the ethical dimensions of robot use in long-term care and intellectual disability support — areas where human dignity and technological capability intersect. His combined citation record reflects growing scholarly recognition of his contributions, with work appearing across healthcare, hospitality, and education sectors. For students and researchers interested in the societal implications of service automation, Steins's body of work offers a rigorous and humanistic entry point into this rapidly evolving field.
Research Focus
Key Achievements
Top Papers
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- 3Service robots and innovation: An ecosystem approach17 citations · 2024
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