Jingzhe Du
Papers
1
Total Citations
71
H-Index
1
About
Jingzhe Du is a leading researcher in the intersection of artificial intelligence, human–computer interaction, and service marketing, with a particular focus on chatbot-mediated consumer experiences. Her most-cited work, “Should the chatbot ‘save itself’ or ‘be helped by others’? The influence of service recovery types on consumer perceptions of recovery satisfaction” (2022, 71 citations), has become a cornerstone in understanding how automated systems can effectively manage service failures. Du’s research reveals that the way a chatbot handles recovery—whether autonomously or with human intervention—significantly shapes consumer satisfaction and trust, offering actionable insights for businesses deploying conversational AI. With over 70 citations, this study underscores her ability to bridge theoretical frameworks with practical implications, influencing both academic discourse and industry practice. Du’s contributions extend to exploring user perceptions of chatbot agency and the psychological mechanisms behind recovery strategies, making her a pivotal voice in the evolving field of AI-driven customer service. Her work continues to inform how organizations design more empathetic and effective digital interactions.
Research Focus
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Top Papers
- 1