Minghui Shan
Papers
1
Total Citations
48
H-Index
1
About
Minghui Shan’s research lies at the intersection of service robotics, human-computer interaction, and service recovery, with a focus on how consumers evaluate robot-led service encounters. In her most-cited work (2023, 48 citations), Shan investigates how service robots’ responses to failures—termed “symbolic service recovery”—interact with the robots’ social perception to shape customer evaluations. This study is pivotal in understanding that a robot’s perceived warmth or competence can moderate the effectiveness of its apology or explanation after a service mishap. By bridging social cognition theory with service operations, Shan offers actionable insights for designing more empathetic and effective autonomous service agents. Her work is widely referenced in hospitality, retail, and human-robot interaction literatures, reflecting its practical relevance as service robots become ubiquitous. Shan’s contributions are particularly notable for moving beyond technical performance metrics to consider the nuanced social dynamics that determine user satisfaction and trust in robotic services.
Research Focus
Key Achievements
Top Papers
- 1