Jeroen J.L. Schepers

Jeroen J.L. Schepers is an Associate Professor at Eindhoven University of Technology, affiliated with the Department of Industrial Engineering and Innovation Sciences and the Innovation Technology Entrepreneurship & Marketing group. He also holds a position within the EAISI Foundational research institute. His current educational activities include teaching courses on Marketing Perspectives on Product Innovation, Servitization and Customer Experience, and Multivariate Statistics.

Dr. Schepers specializes in the digitalization and robotization of frontline services, with particular focus on the psychological responses of both customers and employees to service technologies. His research examines how AI and robotics transform service encounters, exploring questions about customer adoption of service innovations, the impact of technology on service value, and the optimal collaboration between humans and technology in service delivery. His work spans service marketing, human-robot interaction, consumer psychology, and digital service transformation, with particular emphasis on service robotics, customer experience design, and the psychological mechanisms underlying technology adoption in service contexts.

His recent publications reveal a strong focus on human-AI collaboration in service contexts, with recurring themes around service robot design, customer perception of technology, and the psychological mechanisms that determine service success or failure. His research demonstrates how service robots impact customer experience, how frontline employees interact with AI systems, and how service encounters can be optimized through intelligent technology integration. The work spans both theoretical development and practical applications across various service industries.

Dr. Schepers has received numerous prestigious awards including the Robert Johnston Outstanding Reviewer Award (2024), multiple highly cited papers in the top 1% of Economics & Business, the Insights Scientist of the Year award (2023), and several Industria Education Awards. His research has been recognized with Best Paper Awards from leading service marketing journals and conferences.

• HybridLabs - €10.4M grant accelerating Dutch innovations in offshore renewables
• D-SIDE: Decision Support for Intelligent Damage Estimation and Control (€1.1M)
• 3TU.CEE research project
• Grant from DAAD for visiting scholarship at University of Mannheim

Dr. Schepers leads research within the Innovation Technology Entrepreneurship & Marketing group, focusing on how digital technologies transform service encounters and employee-customer interactions. His work examines both customer-facing service technologies and employee-facing intelligent systems, investigating how these technologies reshape service delivery, customer experience, and employee work practices in the digital age.