I, dr. Jeroen J.L. Schepers, am an Assistant Professor of Marketing (tenured) at the Innovation, Technology Entrepreneurship & Marketing (ITEM) group at Eindhoven University of Technology in the Netherlands. My research focuses on managing the after-sales service delivery process by means of frontline employees, channel intermediaries, and/or technology. I am especially interested in balancing efficiency-, quality- and innovation-outcomes from boundary-spanning actors. In other words, how should employees and intermediaries be managed — possibly with the aid of technology — to achieve high service process efficiency and customer satisfaction scores, while also contributing to the innovation capabilities of the firm?
I have published papers in Journal of Marketing, Journal of the Academy of Marketing Science, Journal of Service Research, Information & Management, Computers & Education, and Managing Service Quality. In addition, I have presented papers and contributed to proceedings of Frontiers in Service Conference, Marketing Science Conference, the European Marketing Academy Conference, and Society for Marketing Advances Conference. In addition, I have won multiple best paper awards at the annual AMA Winter Marketing Educators’ Conference.
Besides my research achievements, I am a dedicated educator and trainer. I teach a wide range of audiences, varying from first-years to MBA students. My students enjoy learning the foundations of marketing, the strategic issues of market management, the details of improving service quality, and managing innovation in the service frontline.For more information on Jeroen Schepers, please visit the TU/e website.