Haoyue Jiao

Papers

Total Citations

111

H-Index

About

Haoyue Jiao is a rising scholar in hospitality and service management, whose research focuses on the transformative role of smart technology in dining experiences. Her work centers on key areas including smart service quality, customer–technology interaction, and the dynamics of trust and social support in technology-enabled hospitality environments. Jiao’s most-cited paper, “Smart dining, smart restaurant, and smart service quality (SSQ)” (2022), with 100 citations, addresses a critical gap in hospitality literature by defining how service quality is shaped within smart restaurant settings, moving beyond traditional frameworks. Her subsequent study, “Understanding customer multi-interactions, trust, social support and voluntary performance in smart restaurants” (2024), introduces a triadic interaction model that examines customer–customer, employee–customer, and robot–customer interactions, using a mixed-methods approach to reveal how these dynamics influence voluntary customer performance. This work has quickly garnered 11 citations, underscoring its timely relevance. Jiao’s contributions are notable for bridging theoretical gaps in service quality research and offering practical insights for the growing smart dining industry. Her research is essential reading for scholars and practitioners interested in the intersection of technology, customer behavior, and service excellence.