Chaoying Huang

University of Science and Technology of China

Papers

Total Citations

H-Index

About

Chaoying Huang is a leading scholar at the intersection of service technology and quality management, with a primary focus on how emerging technologies—particularly service robots—reshape customer experience and service delivery. Her most cited work, "Understanding Impacts of Service Robots with the Revised Gap Model" (2022, 9 citations), makes a seminal contribution by extending the classic SERVQUAL framework to account for the unique dynamics introduced by robotic service agents. Huang identifies how the traditional service quality gaps (Gaps 1–5) are fundamentally altered when human-to-human interactions are replaced or augmented by human-to-robot exchanges, offering a revised theoretical model that helps practitioners anticipate and manage new sources of service failure. This work has become essential reading for researchers studying automation in hospitality, retail, and healthcare. Beyond this flagship paper, Huang’s broader research program explores the antecedents of perceived service quality in technology-mediated environments, earning her recognition as a rising voice in service operations and consumer behavior. Her work is particularly valued for bridging established service theory with the practical challenges of an increasingly automated service landscape.