Associate Professor

Jeroen Schepers


Research Profile

Jeroen Schepers is an Assistant Professor of Marketing (tenured) at the Innovation, Technology Entrepreneurship & Marketing (ITEM) group at Eindhoven University of Technology (TU/e). His areas of expertise include the strategic issues of market management and improving service quality. Jeroen’s research interest centers on managing the after-sales service delivery process by means of frontline service employees. In studying such processes, he takes an innovation focus.  

In other words, how should employees be managed to improve products and services? For example, many managers require their frontline service employees to work efficiently, because after-sales service is considered a cost-only activity. However, these employees are an important, underrated source of knowledge that can be used to improve products and services. This requires seeing employees and customers as a research & development resource. It also requires a different leadership style, other control and reward structures, and a reallocation of employees across service jobs and customers. Another challenge is to balancing innovation efforts in the frontline with job productivity/efficiency, and customer satisfaction.

Academic Background

Jeroen Schepers holds an MSc and a BSc in Information Management (with honors) from the Faculty of Economics, Tilburg University, He has 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, he has presented and contributed to proceedings of Frontiers in Service Conference, Marketing Science Conference, the European Marketing Academy Conference, and Society for Marketing Advances Conference. He has won several e best paper awards at the annual AMA Winter Marketing Educators’ Conference and is a dedicated educator and trainer.  

Jeroen is a reviewer for Journal of Service Research, MIS Quarterly, Journal of Organizational Behavior and Information & Management. He is a member of American Marketing Association (AMA), AMA Service Special Interest Group (SERVSIG), European Marketing Academy and Beta Research School for Operations Management and Logistics.

Educational Activities

  • Mentor assignment MSE OM Semester A
  • Mentor assignment MSE OM Semester B
  • Mentor assignment OML Semester B
  • Mentor assignment IM Semester B
  • Buying behavior & innovation
  • Mentor assignment IM Semester A

Ancillary Activities

  • Docent in master of business ICT innovation, Avans
  • Nakijken executive MBA scripties, TIAS