Billy Bai
Papers
2
Total Citations
497
H-Index
2
About
Billy Bai is a leading scholar in hospitality and tourism management, renowned for his pioneering work on the integration of service robots and technology in the hospitality industry. His research primarily explores human-robot interaction, customer experience enhancement, and employee-technology dynamics. Bai’s most influential contribution, "Enhancing hospitality experience with service robots: the mediating role of rapport building" (2019), has garnered 386 citations, demonstrating its profound impact. This study revealed how service robot attributes—such as anthropomorphism and social presence—foster rapport with customers, ultimately elevating their hospitality experience. Building on this, his 2022 paper, "Why do hotel frontline employees use service robots in the workplace? A technology affordance theory perspective" (111 citations), shifted focus to employees, uncovering how perceived affordances of robots drive adoption and job performance. Bai’s work bridges cutting-edge technology with service excellence, offering actionable insights for hoteliers and shaping the future of automated hospitality. His research is widely cited in tourism, human-computer interaction, and service management fields, cementing his reputation as a key voice in the digital transformation of hospitality.
Research Focus
Key Achievements
Top Papers
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