Boyang Shu

Zhongnan University of Economics and Law

Papers

Total Citations

386

H-Index

About

Boyang Shu is a leading researcher in hospitality technology and human-robot interaction, with a particular focus on how service robots reshape customer experiences. His most influential work, “Enhancing hospitality experience with service robots: the mediating role of rapport building” (386 citations), fundamentally advanced understanding of how robot attributes—such as anthropomorphism and social presence—can foster emotional connections with guests. By combining qualitative interviews with rigorous experimental methods, Shu demonstrated that rapport building is the critical mechanism through which service robots improve hospitality outcomes. This landmark study has become essential reading for scholars and practitioners alike, influencing both academic discourse and industry practices in robotic service design. Shu’s research sits at the intersection of service management, technology adoption, and consumer psychology, offering actionable insights for hotels, restaurants, and tourism operators seeking to integrate automation without sacrificing human touch. His work continues to shape debates on the future of hospitality, making him a key voice in understanding how emerging technologies can enhance—rather than replace—meaningful service encounters.