معرفی
Ebru Kuzgun is a Marie Skłodowska-Curie Actions (MSCA) postdoctoral fellow at the Department of Marketing, Copenhagen Business School. Her research focuses on consumer interactions with artificial intelligence technologies (service robots, avatars, chatbots), digital marketing strategies, and value co-creation in service encounters. She holds a Ph.D. from Boğaziçi University (2020) and an M.Sc. from Copenhagen Business School (2012).
Her current project investigates how anthropomorphic avatars in chatbots influence consumer responses, analyzing physical/behavioral dimensions of virtual agents. Key research areas include service marketing, consumer behavior in social media, and service robotics ethics.
Publications highlight trends in service recovery (e.g., robot accountability), co-created hospitality services, and resource theory applications. Her work often bridges AI technology adoption with consumer psychology, emphasizing human-AI interaction design.
- Awards: MSCA Fellowship (EU)
- Grants: EU Horizon 2020 funding for avatar communication research
- Key Projects: 'When Communication Fails: Behavioral Realism in Customer Care Avatars'
Laboratory/Team Affiliation: CBS Digital Marketing Lab (affiliated with European AI in Services Network).
