Seminar im Dienstleistungsmanagement: What Matters in Autonomous Mobility: Understanding the Human-Machine Gap

Course Content: In the summer semester of 2026, the Seminar im Dienstleistungsmanagement (Engl: Applied Service Research Seminar) will thematically address the topic of "What Matters in Autonomous Mobility: Understanding the Human-Machine Gap"

• Topic: As autonomous mobility services such as self-driving shuttles, autonomous buses, and urban air mobility become increasingly viable, understanding how customers perceive and evaluate these services is a pressing research area and managerial challenge. This master's research seminar investigates why customers systematically evaluate autonomous services differently from human-operated ones – even when the objective service is identical or superior. Drawing on service research, social psychology, and behavioral theory, the seminar addresses an important and underexplored research gap: what psychological mechanisms explain the human-machine gap in autonomous mobility services, and what does this mean for service design and customer outcomes?
• Empirical Study: The seminar combines theory-driven input sessions with a hands-on empirical project. Students will work individually or in small groups (depending on the number of participants) to conduct an experimental quantitative study. Each group develops and executes their own study within a shared thematic framework, collecting and analyzing primary data. Data will be collected via an online survey platform and analyzed using quantitative methods, providing students with end-to-end experience of the empirical research process.

Teaching Mode and Assessment: The seminar runs throughout the semester and includes input sessions (Wednesday) and consulting meetings (Wednesday afternoons or on extra timeslots when needed). Assessment is based on a paper presentation, a final presentation, and a seminar paper.

Benefits of joining the seminar: ​

• Insights into a cutting edge and practical relevant topic:Students gain firsthand research experience at the intersection of autonomous service technologies, consumer psychology, and service design – an area of rapidly growing academic and managerial relevance as autonomous mobility moves toward mainstream adoption.
• Improving scientific skills: Students engage in original research design, data collection, and analysis. In doing so, they develop skills in developing a research project as well as scientific writing and presentation–a perfect preparation for the Master thesis.​
• Project management and collaboration skills: By working in small teams and managing their own research project, students improve their collaboration and project management skills. ​

Language: English

Course Responsibility: Jannes Marquardt

Please note: 

• The seminar has limited availability.
• The course will be offered only if there are at least 5 participants.
• Application is through registration on KU-Campus  (first come, first served).