Dr. Susan Stead , Technology Innovation, Best Researcher Award

Doctorate at RWTH University, Institute for Technology and Innovation Management, Germany

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Dr. Susan Stead is an Assistant Professor at RWTH Aachen University, specializing in Healthcare and Service Innovation. She serves as Managing Director of the Healthcare Innovation Lab and Digital Responsibility Lab at the Institute for Technology and Innovation Management. Her interdisciplinary research focuses on multisensory customer service experiences and the integration of artificial intelligence in healthcare.


  • Ph.D., Maastricht University, the Netherlands, 2020 Dissertation: “The Power of Senses: Unraveling Multisensory Customer Service Experiences”
  • M.Sc., International Business – Strategic Marketing (cum laude), Maastricht University, the Netherlands, 2014
  • B.B.A., Business Administration, Zuyd University of Applied Science, Maastricht, the Netherlands, 2013

💼 Professional Experience

Dr. Susan Stead brings over a decade of expertise in academia and research, currently serving as an Assistant Professor at RWTH Aachen University. Since joining RWTH Aachen in 2020, she has held pivotal roles including Managing Director of the Healthcare Innovation Lab and Digital Responsibility Lab at the Institute for Technology and Innovation Management. Dr. Stead’s career is marked by her leadership in interdisciplinary research, focusing on healthcare and service innovation. She has played a crucial role in advancing the understanding of multisensory customer service experiences and integrating artificial intelligence into healthcare practices. Her contributions extend to mentoring young talents in AI through her involvement with AI Grid and serving as a faculty board member at RWTH Aachen University.

🔬 Research Interests

Dr. Susan Stead’s research interests span the domains of healthcare and service innovation, with a particular emphasis on multisensory customer experiences and the application of artificial intelligence in healthcare settings. Her work explores how sensory modalities impact customer interactions and satisfaction, aiming to enhance service delivery across various industries. Dr. Stead is also passionate about digital transformation in service sectors, investigating how emerging technologies can optimize operational efficiencies and improve patient care outcomes. Her interdisciplinary approach integrates insights from service design, innovation management, and AI ethics, contributing to the development of future-focused strategies in healthcare innovation.

📖 Publication Top Noted

Application of artificial intelligence systems in the emergency room: Do the communication patterns give indications for possible starting points? An observational study

    • Authors: Tjardes, T., Meyer, L.M., Lotz, A., Stead, S., Walossek, N.
    • Journal: Unfallchirurgie (Germany)
    • Volume: 126
    • Issue: 7
    • Pages: 552–558
    • Year: 2023

Hospital resource endowments and nosocomial infections: longitudinal evidence from the English National Health Service on Clostridioides difficile between 2011 and 2019

    • Authors: Stead, S., Vogt, L., Antons, D., Klasen, M., Sopka, S.
    • Journal: Journal of Hospital Infection
    • Volume: 134
    • Pages: 129–137
    • Year: 2023

It is Really Not a Game: An Integrative Review of Gamification for Service Research

    • Authors: Ciuchita, R., Heller, J., Köcher, S., Sidaoui, K., Stead, S.
    • Journal: Journal of Service Research
    • Volume: 26
    • Issue: 1
    • Pages: 3–20
    • Year: 2023

The Inscrutable New Actor: An Employee Perspective on the Flipside of AI

    • Authors: Stead, S.
    • Conference: International Conference on Information Systems (ICIS 2023)
    • Year: 2023

Toward Multisensory Customer Experiences: A Cross-Disciplinary Bibliometric Review and Future Research Directions

    • Authors: Stead, S., Wetzels, R., Wetzels, M., Odekerken-Schröder, G., Mahr, D.
    • Journal: Journal of Service Research
    • Volume: 25
    • Issue: 3
    • Pages: 440–459
    • Year: 2022
Susan Stead | Technology Innovation | Best Researcher Award

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