Mirja Kroschke

Papers

Total Citations

1,103

H-Index

About

Mirja Kroschke is a leading voice in the rapidly evolving field of technology-driven customer experience. Her research sits at the intersection of service management, human-computer interaction, and retail innovation, exploring how emerging technologies fundamentally reshape the relationship between businesses and their customers. Kroschke’s major contribution is her pioneering work on the integration of Artificial Intelligence (AI), the Internet of Things (IoT), and immersive technologies like Augmented and Virtual Reality (AR/VR) into service settings. Her seminal paper, "Transforming the Customer Experience through New Technologies," has garnered over 950 citations, establishing a foundational framework for understanding this digital transformation. She has also broken new ground by examining the ethical and practical implications of "human enhancement technologies" (HETs), such as exoskeletons and augmented reality glasses for frontline employees, coining the term "frontline cyborgs" to describe this emerging workforce. With over 1,100 total citations, Kroschke’s forward-looking work is essential reading for anyone seeking to understand how technology is not just supporting, but actively redefining, the future of customer service and retail.