Zeya He
Papers
3
Total Citations
149
H-Index
3
About
Zeya He is a leading scholar in service technology and human-robot interaction, whose research fundamentally reshapes how we understand robotic involvement in service encounters. Her work centers on the critical intersection of robotics, customer experience, and service coproduction, exploring how consumers respond to automated versus human-assisted service delivery. He’s most influential contribution is her value-centric experience framework, developed through mixed-method research in robotic restaurant settings, which delineates how robotic involvement impacts customer experiences—a paper that has garnered 80 citations. She further advances this field by examining the “tech-touch balance,” demonstrating that supplementary human service significantly influences consumer responses to automated encounters (43 citations). Her innovative work on service coproduction reveals that consumers’ innovativeness tendencies determine their willingness to pay more for robot-assisted versus human-assisted services (26 citations). Collectively, He’s research provides actionable insights for designing optimal human-robot service configurations, making her a pivotal voice in hospitality and tourism technology scholarship.
Research Focus
Key Achievements
Top Papers
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