Junsung Park

Papers

Total Citations

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About

Junsung Park is a leading scholar in service robotics and human-robot interaction, with a particular focus on how communication styles influence customer relationships in service failure contexts. His most-cited work, "Examining the impact of service robot communication styles on customer intimacy following service failure" (2023), has garnered 66 citations and represents a pivotal contribution to understanding emotional dynamics in automated service encounters. Park’s research bridges artificial intelligence and consumer psychology, demonstrating that robot communication—whether empathetic or task-oriented—can significantly shape customer intimacy and recovery satisfaction after service breakdowns. This work has practical implications for industries deploying AI in hospitality, retail, and healthcare, offering evidence-based strategies to mitigate negative customer experiences. By highlighting the nuanced role of robot tone and language, Park has advanced theoretical frameworks for human-robot trust and rapport. His findings are widely cited in both engineering and marketing disciplines, reflecting their interdisciplinary impact. A rising figure in the field, Park continues to explore how service robots can be designed to foster genuine emotional connections, making his research essential reading for scholars and practitioners alike.