Dewi Tojib
Papers
7
Total Citations
394
H-Index
7
About
Dewi Tojib is a leading researcher at the intersection of service management, human-robot interaction, and consumer behavior, with a particular focus on how service robots are reshaping organizational frontlines. Her work has garnered significant scholarly attention, accumulating over 390 citations across her most prominent publications, reflecting the timeliness and relevance of her research agenda. Tojib's most influential contribution, "Human staff vs. service robot vs. fellow customer" (2020, 184 citations), investigates the nuanced dynamics of service recovery, revealing how the identity of the helper — whether human or robot — shapes customer satisfaction following service failures. This study has become a touchstone for scholars examining robot deployment in hospitality and retail contexts. Building on this foundation, Tojib has systematically explored how anthropomorphism — the attribution of human-like qualities to robots — affects both customers and human co-workers. Her research addresses critical practical questions: When should robots appear more human-like? How do customers' emotional needs influence robot acceptance? What distinguishes empathetic from solution-oriented robotic service? She has also ventured into provocative emerging territory, examining psychological receptiveness toward sex robots. Tojib's body of work offers invaluable guidance for organizations navigating the complex, often emotionally charged integration of intelligent robots into human-centered service environments.
Research Focus
Key Achievements
Top Papers
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- 2How does service robot anthropomorphism affect human co-workers?64 citations · 2023
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