Jieqiong Zhang

Tianjin University of Finance and Economics

Papers

Total Citations

H-Index

About

Jieqiong Zhang is an emerging researcher whose work sits at the dynamic intersection of service management, artificial intelligence, and consumer behavior, with a particular focus on the rapidly evolving field of robot service delivery. Her research addresses one of the most pressing challenges facing the modern service industry: how businesses and consumers respond when AI-powered service robots fail to meet expectations. Zhang's most significant contribution to date is her comprehensive literature review on robot service failure and recovery, which has garnered an impressive 55 citations since its publication in 2023, signaling its rapid adoption as a foundational reference in the field. This work synthesizes research across multiple disciplines, providing scholars and practitioners with a structured understanding of user behavioral responses to robotic service breakdowns. Building on this foundation, her 2025 study advances the conversation further by examining customers' reuse intentions following different types of robot service failures through a mind perception lens, offering nuanced insights into how consumers psychologically relate to AI entities. Zhang's growing body of work positions her as a valuable voice in service robot research, with clear implications for hospitality managers, AI developers, and consumer psychologists navigating the human-robot service frontier.