Faye Feier Chen

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About

Faye Feier Chen is an emerging researcher specializing in human-robot interaction, service robotics, and consumer psychology within the hospitality and service industries. Her work sits at a compelling intersection of artificial intelligence, social psychology, and service management, examining how design characteristics of service robots shape customer perceptions and behavioral responses. Chen's most notable contributions investigate how social cues embedded in robots — including gender, appearance type, and color — influence consumer reactions, particularly during service failures. Her 2024 study on gender stereotyping in robot service failures, her most cited work with 8 citations, applies gender stereotype theory to reveal how customers differently evaluate humanoid robots based on gendered task expectations. Subsequent research explores how task objectivity moderates responses to humanoid versus mechanoid robots and how ambient environmental factors, such as lighting, interact with robot color to shape consumer psychology. Though early in her career, Chen's research addresses highly timely questions as service robots become increasingly prevalent in hospitality settings worldwide. Her cumulative citation impact signals growing scholarly interest in her contributions, positioning her as a promising voice in the rapidly expanding field of AI-driven service design and consumer behavior research.