Department: Department of Industrial Engineering and Innovation Sciences
University: Eindhoven University of Technology
Bio:
Jeroen Schepers is an Associate Professor at Eindhoven University of Technology in Eindhoven, Netherlands. His research explores how the digitalization and robotization of frontline services - particularly through AI and smart technologies - reshape service encounters by influencing customer experience and employee behavior. He focuses on understanding the psychological responses of both customers and employees to these innovations, aiming to uncover when and why such technologies are adopted, and how they affect service quality, responsibility, and motivation. Jeroen is a frequent guest at the TUM Chair for Strategy and Organization, where he has joined a research project on AI adoption.
Email: j.j.l.schepers@tue.nl