Papers
1
Total Citations
15
H-Index
1
About
Dazhi Qin is a rising scholar at the intersection of artificial intelligence and service management, whose work critically examines the unintended social consequences of AI adoption. In her most-cited paper, "AI service may backfire: Reduced service warmth due to service provider transformation" (2025, 15 citations), Qin reveals a counterintuitive yet profound insight: as service providers increasingly rely on AI tools, the perceived warmth and human touch in customer interactions can diminish, ultimately harming customer satisfaction and loyalty. This research challenges the prevailing optimism around AI-driven efficiency, highlighting the delicate balance between technological augmentation and authentic human connection. Qin’s work has already garnered attention for its timely relevance in an era of rapid automation, offering both theoretical depth and practical implications for businesses navigating the AI transition. Her findings serve as a cautionary tale for managers and a rich avenue for future research on service design, human-robot interaction, and the emotional labor of AI-mediated work. As a young investigator, Qin is establishing herself as a critical voice in understanding how technology reshapes not just operations, but the very fabric of human relationships in service contexts.
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Top Papers
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