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About

Ai-Hsuan Chiang is a prominent researcher specializing in service robotics, human-robot interaction, and service quality management. Her work sits at the fascinating intersection of artificial intelligence, robotics, and consumer experience, exploring how the growing integration of robots into service industries reshapes customer expectations and satisfaction. Chiang's most influential contribution, "Impacts of Service Robots on Service Quality" (2020), has garnered an impressive 180 citations, establishing her as a leading voice in understanding how modern, AI-driven robots transcend the limitations of their traditional counterparts to deliver diversified and humanized service experiences. Building on this foundation, her 2022 study on emotion and anthropomorphic robot service quality — with 120 citations — delves deeper into the psychological dimensions of human-robot interaction, examining how emotional dynamics influence perceived service excellence. Her more recent work explores nuanced questions around intimacy levels in robot-assisted service encounters, reflecting an evolving and sophisticated research agenda. Collectively, Chiang's scholarship has accumulated over 300 citations, making meaningful contributions to how businesses, designers, and policymakers think about deploying intelligent service robots effectively and empathetically in real-world environments.