Nina Carolin Dohm
Papers
1
Total Citations
17
H-Index
1
About
Nina Carolin Dohm is a pioneering researcher at the intersection of service management, artificial intelligence, and consumer psychology. Her work fundamentally explores how customers cognitively and emotionally respond to service failures, particularly when recovery is handled by human versus robot agents. In her highly cited 2024 study, Dohm reveals a critical insight: while human agents can leverage emotional labor to evoke customer empathy and restore satisfaction, robot agents may fail to replicate this social-cognitive process, potentially undermining recovery efforts. This contribution, already garnering 17 citations, positions her at the forefront of understanding the psychological boundaries of AI in customer service. By dissecting the nuanced role of social cognition in service recovery, Dohm provides actionable frameworks for firms navigating automation. Her research is essential reading for scholars and practitioners alike, offering a balanced view of technology’s promise and its human-centric limitations. Dohm’s work not only advances academic theory but also guides real-world decisions on when and how to deploy robots in emotionally charged service encounters.
Research Focus
Key Achievements
Top Papers
- 1