معرفی
Werner H. Kunz is a Professor of Marketing at the University of Massachusetts Boston's College of Management, where he serves as Director of the Digital Media Lab and Co-Director of the UMass Center for mHealth and Social Media. His academic journey includes doctoral studies at Ludwig-Maximilians-University Munich and earlier education at Humboldt University, Berlin.
Dr. Kunz's research focuses on the intersection of service marketing, digital technology, and innovation, with particular expertise in social and digital media, artificial intelligence, and robotics applications in service contexts. His work examines how service robots transform customer experiences, particularly in uncomfortable service encounters where robots can reduce customer embarrassment through their perceived lack of agency. He has pioneered research on Corporate Digital Responsibility (CDR), establishing frameworks for ethical AI implementation in service ecosystems.
His publication portfolio demonstrates significant influence in service research, with articles in top journals including Journal of Service Research, Tourism Management, and Journal of Retailing. His research on service robots has identified key areas where robotic service delivery outperforms human employees, while also examining the ethical implications of digital service transformation. Dr. Kunz has received multiple awards recognizing both his research excellence and teaching innovation, particularly in online education.
- 2022 Betty J. Diener College of Management Excellence in Graduate Teaching Award
- 2022 Robert W. D'Alelio Dean's Excellence in Research Award
- 2021 Best Paper of the Year 2020 Award from Journal of Service Theory and Practice
- 2020 Chancellor's Award for Distinguished Service
As Senior Editor of the Journal of Service Research and active board member of SERVSIG (the service research special interest group of the American Marketing Association), Dr. Kunz plays a significant role in shaping the future direction of service research globally. His current work explores the implications of generative AI like ChatGPT for service delivery, examining both opportunities for enhanced customer experiences and challenges related to privacy, bias, and the potential loss of human touch in service interactions.
