Garry Wei‐Han Tan

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About

Garry Wei-Han Tan is a rising voice in the rapidly evolving field of human-centric service technology, with a focused research agenda at the intersection of artificial intelligence, robotics, and consumer psychology. His work critically examines how automated systems—from service robots to AI chatbots—can foster genuine emotional connections with users, or conversely, risk alienating them. Tan’s most cited paper, “Unlocking my heart: Fostering hotel brand love with service robots” (2023, 27 citations), is a pioneering study that demonstrates how robotic interactions can be designed to cultivate deep brand attachment, a novel contribution to hospitality and service management literature. In his more recent work, “Skip the AI-BOTs: let’s have real conversations in human-centric services” (2025), Tan challenges the field by integrating perceived value theory with human-robot interaction frameworks to explore why users may resist AI-driven services. By asking whether technology can truly replace human conversation, Tan is shaping a critical dialogue on the limits of automation, positioning himself as a thoughtful scholar who prioritizes the human element in an increasingly digital service landscape.