Papers
1
Total Citations
76
H-Index
1
About
Zhenran Hu is a prominent researcher in service marketing and human-robot interaction, with a particular focus on the transformative role of service principals—comparing service robots and human staff—in shaping service quality. Their most-cited work, "The impact of service principal (service robot vs. human staff) on service quality: The mediating role of service principal attribute" (2022, 76 citations), makes a significant contribution by uncovering how the attributes of service providers (e.g., anthropomorphism, competence) mediate customer perceptions of service quality. This research bridges the gap between automation technology and customer experience, offering critical insights for businesses integrating AI into service environments. Hu’s work has been widely recognized for its practical implications in hospitality, retail, and healthcare, influencing both academic discourse and industry strategy. With a growing citation impact, Hu continues to advance understanding of how emerging technologies reshape service delivery, making their research essential for scholars and practitioners navigating the future of customer-facing automation.
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