Norman Au

Papers

Total Citations

463

H-Index

About

Norman Au is a leading scholar in hospitality and tourism technology, renowned for pioneering research on the integration of robotics and artificial intelligence in service experiences. His most influential work, "Exploring customer experiences with robotics in hospitality" (2018), has garnered over 460 citations, establishing a foundational framework for understanding human-robot interactions in the industry. Drawing on five key dimensions—embodiment, emotion, human-oriented perception, security, and co-experience—Au provided a systematic analysis of how guests perceive and evaluate robotic services, shaping subsequent studies on service automation and customer satisfaction. His contributions extend to examining technology adoption, smart tourism, and the transformative impact of innovation on hospitality operations. Au’s research is widely cited by academics and practitioners alike, reflecting its practical relevance in an era of rapid digital transformation. Through his work, he has helped define the emerging field of robotics in hospitality, influencing both theoretical development and industry practice.