Sabine Matook

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About

Sabine Matook is an information systems researcher whose work sits at the intersection of artificial intelligence, human-robot interaction, and public sector technology adoption. Her scholarship critically examines how humanoid AI-powered robots are reshaping service operations, with a particular focus on organizations that have traditionally lagged in technology adoption, such as public libraries and non-profit institutions. Matook's most recognized contributions explore both the intended and unintended consequences of deploying AI robots in public service contexts. Her 2024 case study on humanoid service robots in public organizations — already accumulating 10 citations — offers rare qualitative insight into a domain where empirical research remains scarce. Complementing this, her 2021 work applying appraisal theory to understand user resistance in public libraries provides a nuanced psychological framework for why individuals push back against robotic technologies in trusted community spaces. What distinguishes Matook's research is its dual sensitivity to technological innovation and human experience. Rather than treating AI adoption as straightforwardly beneficial, she surfaces the complexities, tensions, and resistances that emerge in real-world settings. Her work is particularly valuable for scholars, policymakers, and practitioners seeking to navigate the responsible integration of AI into public-facing institutions.