Dewen Liu

Nanjing University of Posts and Telecommunications

Papers

Total Citations

H-Index

About

Dewen Liu is an emerging researcher whose work sits at the intersection of artificial intelligence, service management, and human-robot interaction. With a focused research agenda centered on **robot service failures and recovery**, Liu has made meaningful contributions to understanding how customers perceive and respond when AI-driven service robots fall short of expectations. Liu's most significant contribution to date is a comprehensive literature review on robot service failure and recovery (2023), which has already accumulated 55 citations — a remarkable achievement for a recently published paper that signals its importance as a foundational reference in the field. This work synthesizes cross-disciplinary perspectives and charts promising directions for future inquiry. Building on this foundation, Liu's subsequent research (2025) adopts a mind perception lens to investigate how customers' reuse intentions vary across different types of robot service failures, offering practical insights for service managers seeking to mitigate the reputational and relational costs of AI mishaps. Liu's scholarship is particularly valuable as hospitality and service industries increasingly deploy autonomous robots, making questions of failure, trust, and recovery not merely academic but urgently practical. Students and researchers exploring AI service quality, customer behavior, or human-robot interaction will find Liu's work an essential starting point.