Chunhao Ma

China Railway Construction Corporation (China), China Railway Corporation

Papers

Total Citations

119

H-Index

About

Chunhao Ma is an emerging scholar whose research sits at the dynamic intersection of artificial intelligence, service management, and organizational behavior. Specializing in how AI and robotic technologies reshape frontline service environments, Ma has made significant contributions to understanding the psychological and behavioral consequences these innovations impose on human employees. His most influential work, "Linking Artificial Intelligence to Service Sabotage" (2022, 74 citations), investigates how the proliferation of service robots triggers conflict and counterproductive behaviors among frontline staff — a timely and provocative inquiry as automation accelerates across hospitality and retail industries. Complementing this, his research on robot service failure (37 citations) illuminates the nuanced role of employees' emotional labor strategies in service recovery, revealing how surface versus deep acting differentially shapes customer satisfaction. His more recent work explores how AI awareness interacts with self-efficacy and work engagement, signaling a growing interest in employee resilience and adaptation. Collectively, Ma's scholarship bridges technology adoption and human psychology, offering practical guidance for managers navigating AI integration while sustaining employee well-being and service quality. His work has garnered over 100 cumulative citations, establishing him as a notable voice in AI-driven service research.