91视频

91视频

Werner Kunz, Professor, Marketing

Werner Kunz

Department:
Marketing
Title:
Professor
Location:
McCormack Hall Floor 05
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Biography

Werner H. Kunz is Professor of Marketing and Director of the Digital Media Lab at 91视频. He is the first at 91视频 named a Web of Science Highly Cited Researcher (top 0.1% globally). He’s also the only College of Management faculty member to receive two Chancellor’s Awards—Service (2020) and Scholarship (2026). His research focuses on service technology, including AI collaboration, service robots, digital media, and innovation, with publications in leading journals.

Area of Expertise
  • Service Technology incl. service robots, Human-AI Collaboration, and the Digital Revolution
  • Company Innovativeness and Innovation Management
  • Digital Media and Social Networks
  • Social Impact of Technology & CDR

Professional Publications & Contributions
  • Le, Khanh B. Q., Laszlo Sajtos, and Werner H. Kunz (2026), "More Than a Collaborator: The Rise of Human-Machine Symbiosis in Service Frontlines,” Journal of Business Research, (forthcoming)
  • Le, Khanh B. Q., Werner H. Kunz (2026): When Humans Stop Thinking: Tackling the Silent Threat of AI Complacency in Service Operations, Journal of Service Management, (forthcoming)
  • Kunz, Werner H., Lola C. Duque, Luis Santamaria, Helle Alsted Søndergaard, and Per Kristensson (2026), "Being Innovative as a Company in an Aging Society, Journal of Service Management, Vol. 36,” Journal of Service Management, 36 (forthcoming).
  • Kunz, Werner H., Laszlo Sajtos, and Carlos Flavián (2026), ",” Journal of Service Management, 36 (4), 477-494.
  • Le, Khanh B. Q., Laszlo Sajtos, Werner H. Kunz, and Karen V. Fernandez (2025), ",” Journal of Service Research, 28, 2, 186-205.
  • Pitardi, Valentina, Jochen Wirtz, Stefanie Paluch, and Werner H. Kunz (2024), ",” Tourism Management, 105 (March), 104939-39. (SERVSIG Best Service Paper of 2024)
  • Kunz, Werner H. and Jochen Wirtz (2024), ",” Journal of Research in Interactive Marketing, 18 (1), 31-37.
  • Kunz, Werner H. (2024), ",” Journal of Service Research, 27 (4), 494-96.
  • Wirtz, Jochen, Werner H. Kunz, Nicole Hartley, and James Tarbit (2023), ",” Journal of Service Research, 26, 173-90. (JSR Best Paper of the Volume, SERVSIG Finalist Best Paper of 2023, 2024 AMA-EBSCO-RRBM Award for Responsible Research in Marketing Finalist)
  • Osburg, Victoria-Sophie, Vignesh Yoganathan, Werner H. Kunz, and Shlomo Tarba (2022), ",” Journal of Service Research, 25, 630-48.
  • De Keyser, Arne and Werner H. Kunz (2022), ",” Journal of Service Management, 33 (2), 165-96.
  • Yoganathan, Vignesh, Victoria Sophie Osburg, Werner H. Kunz, and Waldemar Toporowski (2021), ",” Tourism Management, 85 (September 2020), 104309-09.
  • Wirtz, Jochen, Paul G. Patterson, Werner H. Kunz, Thorsten Gruber, Vinh Nhat Lu, Stefanie Paluch, and Antje Martins (2018), ",” Journal of Service Management, 29 (5), 907-31. (Highly Commended Award for 2018, Finalist Best Service Article 2018)
  • Larivière, Bart, David Bowen, Tor W. Andreassen, Werner H. Kunz, Nancy J. Sirianni, Chris Voss, Nancy V. Wünderlich, and Arne De Keyser (2017), "“,” Journal of Business Research, 79, 238-46.
  • Anderl, Eva, Jan Hendrik Schumann, and Werner H. Kunz (2016), "
  • Jahn, Benedikt and Werner H. Kunz (2012), ",” Journal of Service Management, 23 (3), 344-61.
  • Kunz, Werner H., Bernd Schmitt, and Anton Meyer (2011), ",” Journal of Business Research, 64 (8), 816-22.
  • Kunz, Werner H. and Jens Hogreve (2011), ",” International Journal of Research in Marketing, 28 (3), 231-47.

Additional Information

Selected Honors

2026

Chancellor’s Award for Distinguished Scholarship for his exceptional long-lasting contributions to the research field of service technology incl. human-machine collaboration (including service robots and AI), company innovativeness, corporate digital responsibility (CDR), and the societal impact of technology.

2025

Highly Cited Researcher 2025 by Web of Science, which places me in the top 1% of researchers globallyacross all fields

Best Service Article of the Year 2024 Award by SERVSIG for “Metaperception Benefits of Service Robots in Uncomfortable Service Encounters” (co-authors Pitardi, Valentina, Jochen Wirtz, and Stefanie Paluch). It was selected as the best service article published across all journals.

2024

Best JSR Article Award of the Year 2023 Award of the Journal of Service Research for “Corporate Digital Responsibility in Service Firms and Their Ecosystems” (co-authors Jochen Wirtz, Nicole Hartley, and James Tarbit)

2023

Inaugural Bo Edvardsson "Industry Impact in Services" award 2023. This award has been created to honor a service scholar who has made significant impact to service practice through their research, teaching and/or outreach efforts.

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).