Papers
2
Total Citations
391
H-Index
2
About
Dr. Hailian Qiu is a pioneering researcher at the intersection of hospitality management and service robotics, whose work fundamentally reshapes our understanding of human-robot interactions in service settings. Her primary research areas encompass service robot adoption, customer experience enhancement, and the dynamics of employee-robot collaboration in hospitality environments. Dr. Qiu’s most influential contribution, "Enhancing hospitality experience with service robots: the mediating role of rapport building" (2019), has garnered 386 citations, establishing a foundational framework for how service robot attributes—such as anthropomorphism and perceived warmth—influence customer rapport and overall satisfaction. This seminal work, combining literature review, in-depth interviews, and scenario-based experiments, has become essential reading for scholars and practitioners alike. Her recent investigation into "The impacts of employee–robot hybrid teams on customers’ value cocreation and codestruction behaviors" (2025) further extends her impact, exploring the nuanced outcomes when humans and robots collaborate in service delivery. Dr. Qiu’s research is notable for its practical implications, guiding hotels and restaurants in designing robotic systems that foster positive customer relationships rather than alienating guests. Her work continues to shape the future of automated hospitality, making her a key voice in the ongoing dialogue about technology’s role in human-centered service experiences.
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Top Papers
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