Chunhao Wei

Papers

Total Citations

H-Index

About

Chunhao Wei is a pioneering researcher at the intersection of artificial intelligence, service management, and human resources in the hospitality industry. Her work primarily focuses on how emerging technologies reshape customer experiences and workforce dynamics. In her highly cited 2024 paper (72 citations), Wei introduced the groundbreaking concept of the "AI concierge," defining it as a personalized, proactive digital assistant that guides customers throughout their entire service journey. This visionary work has become foundational for understanding AI's role in enhancing customer value and loyalty. More recently, her 2025 study (15 citations) tackles the critical issue of employee retention in an era of automation, examining how competencies related to smart technologies, AI, robotics, and algorithms (STARA) influence turnover intentions among hotel staff. By applying conservation of resources theory and person-organization fit frameworks, Wei provides actionable insights for managers seeking to balance technological adoption with workforce stability. Her research is notable for bridging cutting-edge technology with practical human-centered strategies, making her a vital voice in discussions about the future of service work.