Phone+31 40 247 4384
Group / UnitInnovation Technology Entrepreneurship & Marketing
Department / SectionIndustrial Engineering & Innovation Sciences
Floor / room6.North (408)
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.
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.
Are conservative approaches to new product selling a blessing in disguise?Journal of the Academy of Marketing Science (2018)
Brand advocacy in the frontlineJournal of Service Management (2018)
Why did they do it? How customers’ self-service technology introduction attributions affect the customer-provider relationshipJournal of Service Management (2016)
Innovation in the frontline: Exploring the relationship between role conflict, ideas for improvement, and employee service performanceInternational Journal of Research in Marketing (2016)
How mobile payment influences the overall store price imageJournal of Business Research (2016)
- 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
- Docent in master of business ICT innovation, Avans
- Nakijken executive MBA scripties, TIAS