Mark Steins

Mark is Lecturer and PhD Candidate for the Department of Marketing and Supply Chain at Maastricht University School of Business and Economics. His research interest currently focuses around service innovation, more specifically Service robots (The Impact of Service Robots on Customer Experience and Choice in High Contact Service Settings).

Service robots might have several benefits for organisations (e.g (cost) efficiency, productivity), the introduction of these robots in the frontline represents a dramatic shift in the concept of service delivery, in which many aspects are still unknown.