Mr Ahmed ELKattan

About me:

Ahmed Gamal ELKattan is a Lecturer in Business Analytics at the Operations and Analytics Group, University of Exeter Business School, where he joined in 2024. Prior to the University of Exeter, he worked as a teaching fellow in marketing research and analytics at the University of Surrey. He has over 10 years of experience in academia across different countries (Egypt, France, Spain and UK). In June 2020, he received international certification (HCIA AI) as an instructor in artificial intelligence (AI) and Python.

Ahmed's research interests focus on exploring customer experience with conversational AI agents (e.g., service robotics, chatbots). Furthermore, he is interested in studying customer dis(engagement) with sharing platforms (e.g., Airbnb, Uber). His research endeavours are focused on harnessing the potential of advanced AI techniques (e.g., machine learning, topic modelling, sentiment analysis) to understand the customer experience with digital platforms. I have accumulated experience in Systematic Literature Review (SLR), topic modeling, qualitative research, survey/sampling methods, experimental techniques, and many statistical packages such as SPSS, AMOS, LISREL, SmartPLS, Citespace, VOSviewer, R and Python. His work has appeared in prestigious journals such as IEEE Access and Journal of Marketing Analytics, as well as international conferences such as Frontiers in Service.

Interests:

• AI and service robots
• Technology (dis)engagement
• Transformative Service Research (TSR)
• Customer emotions.