Zhiwei Lin

Papers

Total Citations

111

H-Index

About

Zhiwei Lin is an emerging researcher specializing in smart hospitality, service quality, and human-technology interaction within the restaurant and dining industry. His work sits at the dynamic intersection of hospitality management and digital innovation, exploring how smart technologies reshape service experiences and customer behavior. Lin's most influential contribution, "Smart dining, smart restaurant, and smart service quality (SSQ)" (2022), has garnered 100 citations and represents a landmark effort to address a critical gap in hospitality literature — understanding how service quality is conceptualized and delivered within technology-enhanced dining environments. By developing the SSQ framework, Lin provided scholars and practitioners with a structured lens through which to evaluate smart restaurant experiences, establishing foundational vocabulary for the field. Building on this momentum, his 2024 study introduced a triadic interaction model examining customer-to-customer, employee-to-customer, and robot-to-customer dynamics, illuminating how trust, social support, and voluntary customer performance emerge in smart dining contexts. Employing a mixed-methods design, this work demonstrates methodological rigor alongside conceptual innovation. Together, Lin's research positions him as a thoughtful voice in the rapidly growing conversation around hospitality technology adoption, offering insights increasingly relevant to restaurateurs, policymakers, and hospitality educators navigating an AI-driven industry landscape.