Xinyu Nie

Papers

Total Citations

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About

Xinyu Nie is a rising scholar in consumer psychology and service marketing, whose work illuminates how emerging technologies reshape consumer experiences. Her research primarily explores the psychological mechanisms behind consumer responses to humanoid robots and artificial intelligence in service contexts. In her most cited paper, "Robots make no effort! Service evaluation and consumer mindset" (2023, 19 citations), Nie reveals a counterintuitive finding: consumers evaluate robot-provided services more negatively because they perceive robots as exerting less effort than human employees. Through three experiments, she demonstrates that this "effort deficit" perception is moderated by consumers' mindsets—whether they view traits as fixed or malleable. This work bridges service evaluation theory with human-robot interaction, offering critical insights for businesses deploying automation. Nie's contributions extend beyond this study, as she continues to investigate how consumer mindsets and anthropomorphism shape acceptance of AI-driven services. Her research has immediate implications for service design, suggesting that robots must be programmed to visibly demonstrate effort to overcome consumer skepticism. As automation becomes ubiquitous, Nie's findings provide essential guidance for creating more effective and positively received human-robot service encounters.