Panel: Impact of Artificial Intelligence / Robots on Retail and Service

Crispin Coombs

Crispin Coombs is a Reader in Information Systems in the School of Business and Economics, Loughborough University, United Kingdom (UK). His research expertise concerns the effective management of Artificial Intelligence (AI) and Robotics to deliver business benefits. His work is highly cited and has been published in the top business and management journals including Journal of Strategic Information Systems, European Journal of Information Systems, Information & Management, Information Technology & People, and Journal of Organizational Behaviour. He holds senior editorial positions at the European Journal of Information Systems, Information Technology and People, and International Journal of Information Management. He is the former Vice President of the UK Academy for Information Systems and a member of the Business and Management Studies sub-panel for the assessment phase of the UK Research Excellence Framework (REF) 2021.

Alicia Orea-Giner

Alicia Orea-Giner is a lecturer at Rey Juan Carlos University and supervisor of master’s theses at the Université Paris 1 Panthéon-Sorbonne. She holds a PhD in Tourism from Rey Juan Carlos University and a PhD in Geography from Université Paris 1 Panthéon-Sorbonne. She holds a Master in Sustainable Tourism and ICT from the Universitat Oberta de Catalunya and a master’s in management and Leadership of Cultural Projects from Rey Juan Carlos University. She is a member of the Openinnova research group and an associate researcher at the Équipe Interdisciplinaire de Recherches sur le Tourisme at Université Paris 1 Panthéon-Sorbonne.

Roland Rust

Roland T. Rust is the author (with Ming-Hui Huang) of the recently published book, The Feeling Economy: How Artificial Intelligence is Creating the Era of Empathy. He is Distinguished University Professor and David Bruce Smith Chair in Marketing at the Robert H. Smith School of Business at the University of Maryland, where he is founder and Executive Director of the Center for Excellence in Service. He is also Visiting Chair in Marketing Research at Erasmus University (Netherlands) and International Research Fellow of Oxford University’s Centre for Corporate Reputation, as well as VP of Publications for the European Marketing Academy. He has won numerous lifetime achievement awards and best article and book awards. He has consulted with many leading companies worldwide, including such companies as American Airlines, AT&T, Comcast, Dow Chemical, DuPont, Eli Lilly, FedEx, Hershey, Hewlett-Packard, IBM, Lockheed Martin, Microsoft, NASA, NCR, Nortel, Procter & Gamble, Sears, Sony, Starwood, Tata, Unilever, and USAA.