DonHee Lee

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About

DonHee Lee is a leading researcher at the intersection of artificial intelligence, service management, and healthcare innovation. Her work primarily explores how AI and robotic technologies reshape service encounters, particularly in high-stakes healthcare environments. Lee’s seminal 2018 paper, “Artificial intelligence and robots in healthcare: What are the success factors for technology-based service encounters?” (90 citations), established a foundational framework for understanding how technology-based service providers can achieve successful patient interactions. She identifies critical success factors such as trust, empathy, and seamless human-robot collaboration, offering practical insights for healthcare administrators. More recently, her 2025 paper, “AI–human collaboration in services: an integrative framework to uncover the key success factors” (1 citation), extends this work by synthesizing multidisciplinary perspectives to map the dynamics of AI-human partnerships across service sectors. Lee’s contributions are vital for practitioners and academics navigating the ethical and operational challenges of deploying AI in care settings. Her research has been widely cited in fields ranging from information systems to healthcare management, cementing her role as a pivotal voice in the future of technology-enabled service delivery.