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Riding on uncertainty: Leveraging human agents and service robots during service delivery Journal article
Chan, Janelle, Chan, Irene Cheng Chu, Lam, L. W., Law, Rob. Riding on uncertainty: Leveraging human agents and service robots during service delivery[J]. International Journal of Hospitality Management, 2025, 125, 104000.
Authors:  Chan, Janelle;  Chan, Irene Cheng Chu;  Lam, L. W.;  Law, Rob
Favorite | TC[WOS]:0 TC[Scopus]:0  IF:9.9/10.3 | Submit date：2025/01/22
Service Robot  Service Encounter  Service Uncertainty  Customer Inquiries  
Cognitive–analytical and emotional–social tasks achievement of service robots through human–robot interaction Journal article
Sun, Sunny, Ye, Huiyue, Law, Rob. Cognitive–analytical and emotional–social tasks achievement of service robots through human–robot interaction[J]. International Journal of Contemporary Hospitality Management, 2025, 37(1), 180-196.
Authors:  Sun, Sunny;  Ye, Huiyue;  Law, Rob
Favorite | TC[WOS]:3 TC[Scopus]:2  IF:9.1/8.9 | Submit date：2024/10/10
Anthropomorphism  Cognitive–analytical Task  Emotional–social Task  Hotel Service Robot  Human–robot Interaction  
Understanding customer multi-interactions, trust, social support and voluntary performance in smart restaurants Journal article
Jiao, Haoyue, Wong, Ip Kin Anthony, Lin, Zhiwei (CJ). Understanding customer multi-interactions, trust, social support and voluntary performance in smart restaurants[J]. Journal of Hospitality and Tourism Technology, 2024, 15(5), 717-736.
Authors:  Jiao, Haoyue;  Wong, Ip Kin Anthony;  Lin, Zhiwei (CJ)
Favorite | TC[WOS]:2 TC[Scopus]:2  IF:5.3/6.4 | Submit date：2024/08/05
Customer Interaction  Customer Voluntary Performance  Service Robot  Smart Restaurant  Social Exchange Theory  
Gender Stereotyping in Robot Service Failures Journal article
Huang, Huiling, Chen, Faye Feier, Liu, Stephanie Q.. Gender Stereotyping in Robot Service Failures[J]. Journal of Hospitality & Tourism Research, 2024.
Authors:  Huang, Huiling;  Chen, Faye Feier;  Liu, Stephanie Q.
Favorite | TC[WOS]:0 TC[Scopus]:1  IF:4.4/5.0 | Submit date：2024/12/05
Artificial Intelligence  Service Robot  Service Failure  Gender Stereotyping  Communion  Tolerance  
A scoping review of robotic technology in hospitality and tourism Review article
2024
Authors:  Sun, Sunny;  Ye, Huiyue;  Law, Rob
Favorite | TC[WOS]:1 TC[Scopus]:0  IF:5.3/6.4 | Submit date：2024/12/05
Comprehensive Review  Robotic Technology  Service Robot  Hospitality  Tourism  
Which has a greater impact on brand satisfaction, human service or robot service as a waiter/waitress in the restaurant industry? Journal article
Hwang, Jinsoo, Choe, Ja Young, Joo, Kyu Hyeon, Kim, Jinkyung Jenny. Which has a greater impact on brand satisfaction, human service or robot service as a waiter/waitress in the restaurant industry?[J]. Technology Analysis and Strategic Management, 2024.
Authors:  Hwang, Jinsoo;  Choe, Ja Young;  Joo, Kyu Hyeon;  Kim, Jinkyung Jenny
Favorite | TC[WOS]:0 TC[Scopus]:0  IF:2.9/3.5 | Submit date：2024/10/10
Robot Service  Servqual  Brand Relationship Quality (Brq)  Brand Loyalty  
Exploring the affordances of service robots and the effects on frontline employees in China: a qualitative research in hotels Journal article
Wang, Xiaoyu, Chen, Mengxi, Wang, Zhiyan, Law, Chun Hung Roberts, Zhang, Mu. Exploring the affordances of service robots and the effects on frontline employees in China: a qualitative research in hotels[J]. Journal of Hospitality and Tourism Technology, 2024.
Authors:  Wang, Xiaoyu;  Chen, Mengxi;  Wang, Zhiyan;  Law, Chun Hung Roberts;  Zhang, Mu
Favorite | TC[WOS]:1 TC[Scopus]:1  IF:5.3/6.4 | Submit date：2024/10/16
Employee–robot Interaction  Frontline Employee  Hospitality Industry  Service Robot  Technology Affordance  
It takes two to empower: Customer responses to empowerment recovery in the context of robot service failure Journal article
Yu, Jing (Jasper), Liu, Xiaoming (Rose), He, Mang, Huang, Liman (Mandy), Li, Jun (Justin). It takes two to empower: Customer responses to empowerment recovery in the context of robot service failure[J]. International Journal of Hospitality Management, 2024, 120, 103759.
Authors:  Yu, Jing (Jasper);  Liu, Xiaoming (Rose);  He, Mang;  Huang, Liman (Mandy);  Li, Jun (Justin)
Favorite | TC[WOS]:4 TC[Scopus]:4  IF:9.9/10.3 | Submit date：2024/05/16
Human-robot Interaction  Robot Service Recovery  Service Agent  Customer Empowerment  Service Robot  
Understanding smart service failure: The case of smart restaurants Journal article
Wong, Ip Kin Anthony, Huang, Jingwen (Daisy), Lin, Zhiwei (CJ). Understanding smart service failure: The case of smart restaurants[J]. International Journal of Hospitality Management, 2024, 119, 103714.
Authors:  Wong, Ip Kin Anthony;  Huang, Jingwen (Daisy);  Lin, Zhiwei (CJ)
Favorite | TC[WOS]:6 TC[Scopus]:7  IF:9.9/10.3 | Submit date：2024/05/16
Employee  Robot  Service  Smart Dining  Smart Restaurant  
Smart hotels but not necessarily smart decisions: the smartness paradox Journal article
Wong, Ip Kin Anthony, Xiao, Ya, Lin, Zhiwei (CJ), Sun, Danni, Huang, Jingwen (Daisy), Liu, Matthew. Smart hotels but not necessarily smart decisions: the smartness paradox[J]. International Journal of Contemporary Hospitality Management, 2024.
Authors:  Wong, Ip Kin Anthony;  Xiao, Ya;  Lin, Zhiwei (CJ);  Sun, Danni;  Huang, Jingwen (Daisy); et al.
Favorite | TC[WOS]:4 TC[Scopus]:6  IF:9.1/8.9 | Submit date：2024/05/16
Artificial Intelligence  Experience  Futuristic Lifestyle  Robot  Smart Service