Faculty of Economics and Business

How can consumers be more accepting, satisfied of and compliant with service robots in frontline service settings, such as retail and even healthcare? This is the question Jana Holthöwer focused on in her PhD research. A relevant topic in this day and age of staff shortages. Holthöwer stresses that it is important to understand how robot characteristics and contextual factors can influence the service experience to be able to ensure a successful integration of service robots the health realm. This is at the core of her research and dissertation. With her work, she enriches our understanding of the integration of service robots in the healthcare sector.

As a researcher and Professor of Service Marketing, Jenny van Doorn strives to be on the forefront of new developments and is passionate about discovering consumers’ reactions to societal transitions. One of the next frontiers of societal transitions is the use of social service robots, something she is fascinated by and has already spent some years studying. Having recently received a grant from the Dutch Research Council (NWO), she can continue to do so.