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Profile

Stefanie Paluch is Professor for Services and Technology Marketing at RWTH Aachen University since 2014. After studying economics and social sciences at the University of Dortmund and at the Ceram Business School in France, she received her PhD in 2011 at the TU Dortmund University. From 2012-2014 she was assistant professor for service and technology management there. Since 2018 Stefanie Paluch is Research Fellow at King's Consumer and Organisation Data Analytics (CODA) Research Centre at King's Business School, at King's College in London. In 2019 she was appointed Senior Fellow at the Centre for Relationship Marketing and Service Management, Hanken School of Economics, in Helsinki. Ms. Paluch is a member of the Board of Directors of CLS (Center for Teaching and Learning Services) at RWTH Aachen University.

Her research focuses on the challenges of digital transformation and the management of innovative technology-based services. A special focus is the perception and acceptance of service robots and smart services by consumers and their implementation in an organizational context. She publishes her research in leading professional journals such as the Journal of Service Research, Journal of Business Research, Journal of Service Management, Journal of Service Marketing and the Journal of Service Theory and Practice.

Research Interests

• Use of artificial intelligence in the service context
• Perception of Service Robots
• Acceptance of technology-based services (Remote Services/Smart Technologies)
• Marketing of innovative services and new technologies

Memberships

• Member of the Board of the Center for Teaching and Learning Services (CLS), RWTH Aachen University
• Scientific Advisory Board INC Invention Center at the RWTH Aachen Campus.
• Chairwoman of the board Industrietransfergesellschaft inTIME e.V.
• Member of the Board of the Fördervereins der Wirtschaftswissenschaften der RWTH Aachen e.V.
• Member of the Advisory Board Digital Economy NRW (2014-2016)

Reviewer activities

• Member of the Editorial Review Board of the Journal of Business Research Track Services Marketing
• Member of the Editorial Review Board of the Journal of Business Research Track Technology, Interactive and Social Media
• Member of the Editorial Advisory Board of the Journal of Service Management
• Ad-hoc Reviewer for the Journal of Service Research and the International Journal of Hospitality Management, Journal of service Marketing, Journal of Service Theory and Practice

Stefanie Paluch has edited the following special issues:

Artificial Intelligence and Robots in Service Interactions" Journal of Service Management Research together with Jochen Wirtz (2020).

Innovation in the Digital Age: From Stage-Gate to an Agile Development Paradigm? Journal of Business Research, together with Antons, D., Brettel, M., Hopp, C., Salge, T. O., Piller, F., & Wentzel, D. (2018).

Publications

2020

Joerling, M. & Boehm, R. & Paluch, S. (2020) Mechanisms and Consequences of Anthropomorphizing Autonomous Products, Schmalenbach Business Review, (ahead-of-print), 1-26 DOI 10.1007/s41464-020-00100-

Lu, V., Wirtz, J., Kunz, W., Paluch, S., Gruber, T., Martins, A. and Patterson, P. (2020), "Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?", Journal of Service Theory and Practice, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JSTP-04-2019-0088

Paluch, S. & Wirtz, J. (2020) “Artificial Intelligence and Robots in Service Interactions in Journal of Service Management Research, Vol.4 (1), p.3-8.

Paluch, S & Wirtz, J. &. Kunz. W. (2020) Service Robots and the Future of Service in Bruhn, M., Kirchgeorg, M., Barth, S. & Burmann, C. (Eds.), Marketing Weiterdenken: Zukunftspfade für eine marktorientierte Unternehmensführung, 2nd ed.,Springer Gabler-Verlag.

Paluch, S. & Wittkop, T. (2020) “Voice Marketing – die Stimme der Zukunft?”, in Bruhn, M., Kirchgeorg, M., Barth, S. & Burmann, C. (Eds.), Marketing Weiterdenken: Zukunftspfade für eine marktorientierte Unternehmensführung, 2nd ed.,Springer Gabler-Verlag.

Tuzovic, Sven & Paluch, Stefanie (2020) You and your autopilot – how consumers perceive semi-autonomous cars. In Bruhn, Manfred & Hadwich, Karsten (Eds.) Automatisierung und Personalisierung von Dienstleistungen: Methoden – Potenziale – Einsatzfelder. Vol. 2. Springer Gabler, Wiesbaden, pp. 273-293.

2019

Jörling M, Böhm R., Paluch S. (2019). Service Robots: Drivers of Perceived Responsibility for Service Outcomes Journal of Service Research https://doi.org/10.1177/1094670519842334

Köcher, S. and Paluch, S. (2019), "“My bad”: investigating service failure effects in self-service and full-service settings", Journal of Services Marketing, Vol. 33 No. 2, pp. 181-191. https://doi.org/10.1108/JSM-03-2018-0096

Paluch, S. and Tuzovic, S. (2019), "Persuaded self-tracking with wearable technology: carrot or stick?", Journal of Services Marketing, Vol. 33 No. 4, pp. 436-448. https://doi.org/10.1108/JSM-03-2018-0091

Paluch, S., Antons, D., Brettel, M., Hopp, C., Salge, T. O., Piller, F., & Wentzel, D. (2019). Stage-gate and agile development in the digital age: Promises, perils, and boundary conditions. Journal of Business Research https://doi.org/10.1016/j.jbusres.2019.01.063

Paluch, S. Grube L. (2019) Innovation 4.0 – Die agile Evolution von Innovationen, in Frenz, Handbuch Industrie 4.0: Recht, Technik, Gesellschaft, ISBN: 978-3-662-58473-6

Egbert, D. Paluch, S (2019) If the App Fits – Business Mobile Application Assimilation and Value Creation in SMEs Proceedings of the International Conference in Information Systems Paper 2876

2018

Wirtz, J., Patterson, P. G., Kunz, W. H., Gruber, T., Lu, V. N., Paluch, S., & Martins, A. (2018). Brave new world: service robots in the frontline. Journal of Service Management, 29(5), 907-931. https://doi.org/10.1108/JOSM-04-2018-0119

"Tuzovic S., Paluch S. (2018) Conversational Commerce – A New Era for Service Business Development? In: Bruhn M., Hadwich K. (eds) Service Business Development. Springer Gabler, Wiesbaden DOI https://doi.org/10.1007/978-3-658-22426-4_4"

2017

Wuenderlich, N.V. & Paluch, S. (2017):A Nice and Friendly Chat with a Bot: User Perceptions of AI-Based Service Agents, Proceedings of the International Conference on Information Systems, Seoul. (Most Innovative Service Paper Award) http://aisel.aisnet.org/icis2017/ServiceScience/Presentations/11/

"Paluch, Stefanie and Tuzovic, Sven, (2017). ""LEVERAGING PUSHED SELF-TRACKING IN THE HEALTH INSURANCEINDUSTRY: HOW DO INDIVIDUALS PERCEIVE SMART WEARABLES OFFERED BY INSURANCE ORGANIZATION?"". In Proceedings of the 25th European Conference on Information Systems (ECIS), Guimarães, Portugal, June 5-10, 2017 (pp.2732-2743). ISBN 978-0-9915567-0-0 .S. 2732-2743 http://aisel.aisnet.org/ecis2017_rip/24, S. 2732-2743"

Paluch, Stefanie (2017): Smart Services - Analyse von strategischen und operativen Auswirkungen. Herausgegeben von Manfred Bruhn und Karsten Hadwich Dienstleistungen 4.0. Band 1: Konzepte – Methoden – Instrumente. Forum Dienstleistungsmanagement. https://doi.org/10.1007/978-3-658-17552-8

Conference Proceedings (selected since 2016)

• Sven Tuzovic & Stefanie Paluch (2018): Alexa – What’s on my shopping list? Investigating consumer perceptions of voice-controlled devices presented at the 10th SERVSIG Conference, Paris, France, 14 to 16 June.
• Werner Kunz, Jochen Wirtz, Paul Patterson, Thorsten Gruber, Vinh Lu, Stefanie Paluch, and Antje Martins (2018), “Brave New World: Robots in the Front Line“, presented at the 10^th SERVSIG Conference, Paris, France, 14 to 16 June.
• Jochen Wirtz, Paul Patterson, Werner Kunz, Thorsten Gruber, Vinh Lu, Stefanie Paluch, and Antje Martins (2018), “Consumer Responses to Service Robots “, presented at the EACR Conference, Gent, Belgium, 21 to 23 June.
• Paluch, Stefanie & Nancy V. Wünderlich (2017): How Authentic Is A Chatbot? The Role Of Authenticity In Technology-Mediated Communication. Proceedings of the Academy of Marketing Science World Marketing Congress, Christchurch, New Zealand, Juni 2017.
• Paluch, Stefanie & Sven Tuzovic (2017): Leveraging Pushed Self-tracking in the Insurance Industry: How Do Consumers Feel About Smart Wearables Offered by Insurance Firms? Proceedings of the Frontiers in Service Conference, New York, USA, Juni 2017.
• Paluch, Stefanie & Sven Tuzovic (2017):The Quantified Self-The Role Of Consumers’ Smart Wearables Perception Offered By Insurance Companies. Proceedings of the Academy of Marketing Science Annual Conference, San Diego, USA, Mai 2017.
• Wünderlich, Nancy V. & Stefanie Paluch (2016): Authenticity in Technology-Mediated Consumer-Firm Interactions. In: Proceedings of the 2016 Global Marketing Conference at Hong Kong/China, Juli 2016.