Dominik Mahr
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Journal Articles

The sound of progress: AI voice agents in service

Bieke Henkens, Carsten D. Schultz, Arne De Keyser, Dominik Mahr
Journal: Journal of Service Management
Journal of Service Management (2026) 37 (1): 1–32.
https://doi.org/10.1108/JOSM-06-2025-0269
Published: 10 September 2025
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Includes: Supplementary data
Journal Articles

Service robot–employee task allocation strategies: well-being within the intrusion challenge

Chelsea Phillips, Gaby Odekerken-Schröder, Rebekah Russell-Bennett, Mark Steins, Dominik Mahr, Kate Letheren
Journal: Journal of Service Management
Journal of Service Management (2025) 36 (4): 523–548.
https://doi.org/10.1108/JOSM-11-2023-0466
Published: 01 January 2025
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Includes: Supplementary data
Journal Articles

The Robotic-Human Service Trilemma: the challenges for well-being within the human service triad

Chelsea Phillips, Rebekah Russell–Bennett, Gaby Odekerken-Schröder, Dominik Mahr, Kate Letheren
Journal: Journal of Service Management
Journal of Service Management (2023) 34 (4): 770–805.
https://doi.org/10.1108/JOSM-03-2022-0091
Published: 17 May 2023
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Includes: Supplementary data
Journal Articles

Technologies in service communication: looking forward

Dominik Mahr, Jisu Huh
Journal: Journal of Service Management
Journal of Service Management (2022) 33 (4-5): 648–656.
https://doi.org/10.1108/JOSM-03-2022-0075
Published: 30 June 2022
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Journal Articles

The service triad: an empirical study of service robots, customers and frontline employees

Gaby Odekerken-Schröder, Kars Mennens, Mark Steins, Dominik Mahr
Journal: Journal of Service Management
Journal of Service Management (2022) 33 (2): 246–292.
https://doi.org/10.1108/JOSM-10-2020-0372
Published: 25 August 2021
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Journal Articles

Unraveling customer experiences in a new servicescape: an ethnographic schema elicitation technique (ESET)

Susan Stead, Gaby Odekerken-Schröder, Dominik Mahr
Journal: Journal of Service Management
Journal of Service Management (2021) 32 (4): 612–641.
https://doi.org/10.1108/JOSM-02-2020-0048
Published: 10 November 2020
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Journal Articles

Mitigating loneliness with companion robots in the COVID-19 pandemic and beyond: an integrative framework and research agenda

Gaby Odekerken-Schröder, Cristina Mele, Tiziana Russo-Spena, Dominik Mahr, Andrea Ruggiero
Journal: Journal of Service Management
Journal of Service Management (2020) 31 (6): 1149–1162.
https://doi.org/10.1108/JOSM-05-2020-0148
Published: 25 August 2020
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Journal Articles

Leveraging service design for healthcare transformation: toward people-centered, integrated, and technology-enabled healthcare systems

Lia Patrício, Daniela Sangiorgi, Dominik Mahr, Martina Čaić, Saleh Kalantari, Sue Sundar
Journal: Journal of Service Management
Journal of Service Management (2020) 31 (5): 889–909.
https://doi.org/10.1108/JOSM-11-2019-0332
Published: 24 April 2020
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Journal Articles

Service robots: value co-creation and co-destruction in elderly care networks

Martina Čaić, Gaby Odekerken-Schröder, Dominik Mahr
Journal: Journal of Service Management
Journal of Service Management (2018) 29 (2): 178–205.
https://doi.org/10.1108/JOSM-07-2017-0179
Published: 13 March 2018
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Journal Articles

Coordinating online health communities for cognitive and affective value creation

Sarah Van Oerle, Dominik Mahr, Annouk Lievens
Journal: Journal of Service Management
Journal of Service Management (2016) 27 (4): 481–506.
https://doi.org/10.1108/JOSM-09-2015-0264
Published: 15 August 2016
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Journal Articles

A service science approach for improving healthy food experiences

Dominik Mahr, Nikos Kalogeras, Gaby Odekerken‐Schröder
Journal: Journal of Service Management
Journal of Service Management (2013) 24 (4): 435–471.
https://doi.org/10.1108/JOSM-04-2013-0089
Published: 02 August 2013
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