Werner H. Kunz
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Journal Articles

When humans stop thinking: tackling the silent threat of AI complacency in service operations

Khanh Bao Quang Le, Werner H. Kunz
Journal: Journal of Service Management
Journal of Service Management (2026) 37 (6): 78–118.
https://doi.org/10.1108/JOSM-05-2025-0262
Published: 13 April 2026
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Includes: Supplementary data
Journal Articles

Being innovative as a company in an aging society

Werner H. Kunz, Lola C. Duque, Luis Santamaria, Helle Alsted Søndergaard, Per Kristensson
Journal: Journal of Service Management
Journal of Service Management 1–24.
https://doi.org/10.1108/JOSM-06-2025-0278
Published: 02 December 2025
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Journal Articles

Beyond replacement: human-machine collaboration in the age of AI

Werner H. Kunz, Laszlo Sajtos, Carlos Flavián
Journal: Journal of Service Management
Journal of Service Management (2025) 36 (4): 477–494.
https://doi.org/10.1108/JOSM-04-2025-0194
Published: 18 September 2025
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Includes: Supplementary data
Journal Articles

Living and working with service robots: a TCCM analysis and considerations for future research

Arne De Keyser, Werner H. Kunz
Journal: Journal of Service Management
Journal of Service Management (2022) 33 (2): 165–196.
https://doi.org/10.1108/JOSM-12-2021-0488
Published: 24 February 2022
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Includes: Supplementary data
Journal Articles

Service robots, agency and embarrassing service encounters

Valentina Pitardi, Jochen Wirtz, Stefanie Paluch, Werner H. Kunz
Journal: Journal of Service Management
Journal of Service Management (2022) 33 (2): 389–414.
https://doi.org/10.1108/JOSM-12-2020-0435
Published: 05 October 2021
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Journal Articles

After the revolution – new chances for service research in a digital world

Werner H. Kunz, Gianfranco Walsh
Journal: Journal of Service Management
Journal of Service Management (2020) 31 (3): 597–607.
https://doi.org/10.1108/JOSM-03-2020-0089
Published: 07 July 2020
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Journal Articles

Brave new world: service robots in the frontline

Jochen Wirtz, Paul G. Patterson, Werner H. Kunz, Thorsten Gruber, Vinh Nhat Lu, Stefanie Paluch, Antje Martins
Journal: Journal of Service Management
Journal of Service Management (2018) 29 (5): 907–931.
https://doi.org/10.1108/JOSM-04-2018-0119
Published: 26 September 2018
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Journal Articles

Creators, multipliers, and lurkers: who contributes and who benefits at online review sites

Andreas Munzel, Werner H. Kunz
Journal: Journal of Service Management
Journal of Service Management (2014) 25 (1): 49–74.
https://doi.org/10.1108/JOSM-04-2013-0115
Published: 11 March 2014
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Journal Articles

Value fusion: The blending of consumer and firm value in the distinct context of mobile technologies and social media

Bart Larivière, Herm Joosten, Edward C. Malthouse, Marcel van Birgelen, Pelin Aksoy, Werner H. Kunz, Ming‐Hui Huang
Journal: Journal of Service Management
Journal of Service Management (2013) 24 (3): 268–293.
https://doi.org/10.1108/09564231311326996
Published: 14 June 2013
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Journal Articles

Managing overall service quality in customer care centers: Empirical findings of a multi‐perspective approach

Roland Kantsperger, Werner H. Kunz
Journal: Journal of Service Management
International Journal of Service Industry Management (2005) 16 (2): 135–151.
https://doi.org/10.1108/09564230510592270
Published: 01 April 2005
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