Werner Kunz
Area of Expertise
Service Marketing and Relationship building, digital technology, and innovation including Social and Digital Media, AI, and Robotics
Degrees
Dr., Ludwig-Maximilians-University Munich
MBR, Ludwig-Maximilians-University Munich
Dipl.-Math., Humboldt University, Berlin
Dipl.-Kfm., Humboldt University, Berlin
Professional Publications & Contributions
- Jochen Wirtz, Werner H. Kunz, Nicole Hartley, James Tarbit (2023): Corporate digital responsibility at the dawn of the digital service revolution, Journal of Service Research, Vol. 25 (forthcoming) [impact factor 2021: 10.05, 4 star, A* in ABDC]
- Victoria-Sophie Osburg, Vignesh Yoganathan, Werner Kunz, Shlomo Tarba (2022): Can (A)I Give You a Ride? Development and Validation of the CRUISE Framework for Autonomous Vehicle Services, Journal of Service Research, Vol. 25 (forthcoming) [impact factor 2021: 10.05, 4 star, A* in ABDC]
- Vignesh Yoganathan, Victoria-Sophie Osburg, Werner H. Kunz, Waldemar Toporowski (2021): Check-in at the Robo-desk: Effects of automated social presence on social cognition and service implications, Tourism Management, Vol. 85, Aug, 104309 [4-star, impact factor 2021: 12.87, #5 in Management].
- Valentina Pitardi, Jochen Wirtz, Stefanie Paluch, Werner H. Kunz (2022): “Service Robots, Agency, and Embarrassing Service Encounters,” Journal of Service Management, Vol. 33 No 2, 389-414 [impact factor 2021: 9.45].
- Wirtz, Jochen, Paul Patterson, Werner Kunz, Thorsten Gruber, Vinh Lu, Stephanie Paluch, and Antje Martins (2018): Brave New World: Service Robots in the Front Line, Journal of Service Management, Vol. 29, 5, pp. 907-931 [impact factor 2021: 9.45] (Highly Commended Award for 2018, Finalist Best Service Article 2018).
- Larivière, Bart; David Bowen, Tor W. Andreassen, Werner Kunz, Nancy J. Sirianni, Chris Voss, Nancy V. Wünderlich, Arne De Keyser (2017): “Service Encounter 2.0”: An Investigation into The Roles of Technology, Employees and Customers, Journal of Business Research, Vol. 779, Oct, pp. 238-246 30 [impact factor 2021: 10.96].
- Anderl, Eva; Schumann, Jan Hendrik; Kunz, Werner (2016): Helping Firms Reduce Complexity in Multichannel Online Data: A New Taxonomy-Based Approach for Customer Journeys, Journal of Retailing, Vol. 91, 2, pp. 185-203 [impact factor 2021: 11.19, 4 star, A* in ABDC]
- Kunz, Werner; Hogreve, Jens (2011): Toward a Deeper Understanding of Services Marketing: The Past, the Present, and the Future, International Journal of Research in Marketing, 3, Vol. 28, pp. 231-247 [impact factor 2021: 8.04, 4-star].
- Kunz, Werner; Schmitt, Bernd; Meyer, Anton (2011): How does perceived firm innovativeness affect the consumer? Journal of Business Research, Vol. 64, pp. 816-822 [impact factor 2021: 10.96].
Additional Information
Werner H. Kunz is a Professor of Marketing and director of the digital media lab at the University of Massachusetts Boston. His work has been published, amongst others, in the Journal of Service Research, Journal of Retailing, International Journal of Research in Marketing, Tourism Management, and Computational Statistics and was awarded multiple times. He is the Senior Editor of the Journal of Service Research and a current board member of the Service Research Special Interest Group (SERVSIG) of the American Marketing Association (AMA), the primary professional association of service researchers with over 2000 community members worldwide.
Werner Kunz has been awarded for his exceptional online teaching concept. “Professor Kunz has developed a class in the remote world that is exceptional. It is flexible and yet drives interaction among the attendees.”
Selected Honors
- 2022 Betty J. Diener College of Management Excellence in Graduate Teaching Award.
- 2022 Robert W. D’Alelio Dean’s Excellence in Research Award.
- 2021 Best Paper of the Year 2020 Award of the Journal of Service Theory and Practice for “Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?” (co-authors Vinh Lu, Jochen Wirtz, Stephanie Paluch, Thorsten Gruber, Antje Martins, and Paul Patterson).
- 2020 Chancellor’s Award for Distinguished Service for his exceptional long-lasting contributions to the University by the digital media lab and his work for the service research community SERVSIG.
- 2019 Best SERVSIG Service Article of the Year 2018 Award Finalist for “Brave New World: Service Robots in the Front Line” (co-authors Jochen Wirtz, Paul Patterson, Thorsten Gruber, Vinh Lu, Stephanie Paluch, and Antje Martins).
- 2018 College of Management Dean’s Award for Distinguished Service
Courses Taught
Social Media, Service Marketing, Integrated Marketing Communication, Internet Marketing, Market Research, Principles of Marketing, Decision in Consumer Industries, Branding Strategy, and Communication.