Jeroen J. L. Schepers
Eindhoven University of Technology
Internet privacyThe InternetAdvertisingService providerConceptual modelStatus quo biasService qualityAttributionBusinessCommunication channelPsychologyMarketingRisk perceptionCustomer satisfactionConsumer behaviourTechnology acceptance modelQuality (business)Service (business)Public relationsComputer scienceProcess (engineering)Knowledge managementCustomer intelligenceStructural equation modelingSocial psychologyE-commerceRobot
33Publications
14H-index
2,300Citations
Publications 30
Newest
Abstract null null Previous literature fails to offer firms consistent guidelines on how successful managers may enhance or reduce the potential to learn from frontline service encounters. In addressing this research gap, this study contributes to the frontline employee (FLE) literature by 1) investigating the contingency role of managers’ perceived career success in FLEs’ personal learning process, 2) distinguishing between FLEs’ service-related and context-related personal learning, and 3) acc...
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#1Daniel Belanche (University of Zaragoza)H-Index: 16
#2Luis V. Casaló (University of Zaragoza)H-Index: 30
Last. Carlos Flavián (University of Zaragoza)H-Index: 51
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#1Daniel Belanche (University of Zaragoza)H-Index: 16
#2Luis V. Casaló (University of Zaragoza)H-Index: 30
Last. Jeroen J. L. SchepersH-Index: 14
view all 4 authors...
Service robots are taking over the organizational frontline. Despite a recent surge in studies on this topic, extant works are predominantly conceptual in nature. The purpose of this paper is to provide valuable empirical insights by building on the attribution theory.,Two vignette-based experimental studies were employed. Data were collected from US respondents who were randomly assigned to scenarios focusing on a hotel’s reception service and restaurant’s waiter service.,Results indicate that ...
6 CitationsSource
#1Jeroen J. L. Schepers (TU/e: Eindhoven University of Technology)H-Index: 14
#2Michel van der Borgh (CBS: Copenhagen Business School)H-Index: 7
Many empirical studies have focused on understanding the frontline role process, which reflects the chain of effects including the antecedents and outcomes of frontline employees’ in-role behavior ...
1 CitationsSource
#1Daniel Belanche (University of Zaragoza)H-Index: 16
#2Luis V. Casaló (University of Zaragoza)H-Index: 30
Last. Jeroen J. L. Schepers (TU/e: Eindhoven University of Technology)H-Index: 14
view all 4 authors...
ABSTRACTService robots and artificial intelligence promise to increase productivity and reduce costs, prompting substantial growth in sales of service robots and research dedicated to understanding...
46 CitationsSource
#1Kristina Wittkowski (Aalto University)H-Index: 6
#2Jan F. Klein (Tilburg University)H-Index: 4
Last. Kai Bergner (GfK)H-Index: 1
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Self-tracking technologies (STTs) in the form of smart devices and mobile applications enable consumers to monitor, analyze, and interpret personal performance data on health and physical or financ...
2 CitationsSource
#1Daniel BelancheH-Index: 16
#2Luis V. Casaló (University of Zaragoza)H-Index: 30
Last. Jeroen J. L. SchepersH-Index: 14
view all 4 authors...
#1Daniel BelancheH-Index: 16
#2Luis V. Casaló (University of Zaragoza)H-Index: 30
Last. Jeroen J. L. SchepersH-Index: 14
view all 4 authors...
#1Jeroen J. L. Schepers (TU/e: Eindhoven University of Technology)H-Index: 14
#2Edwin J. Nijssen (TU/e: Eindhoven University of Technology)H-Index: 27
Last. Gielis A.H. van der Heijden (Avans University of Applied Sciences)H-Index: 1
view all 3 authors...
Although practitioners and scholars recognize that frontline employees' (FLEs') performance may improve rather than suffer from role conflict, research has yet to show how firms can manage this complex process. This study proposes that employees' ideas for improvement are a crucial mediator in role conflict's positive influence on FLEs' service performance. A conditional process model was tested in two empirical studies with multisource data. Results show that role conflict positively influences...
20 CitationsSource
#1Tomas FalkH-Index: 14
#2Werner H. Kunz (University of Massachusetts Boston)H-Index: 20
Last. Alexander J. MrozekH-Index: 2
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The study here is one of the first to consider how mobile payment and basket price judgments affect shoppers' overall price image of retail stores (OSPI). The OSPI concept reflects customers' beliefs about the overall price level of a store relative to competition. A low OSPI is a strong driver of store loyalty. Three empirical studies building on prospect theory show that positive comparisons of basket prices with mental budgets trigger favorable OSPI judgments. The study also investigates the ...
27 CitationsSource