Haipeng Chen
Papers
1
Total Citations
48
H-Index
1
About
Dr. Haipeng Chen is a leading scholar in service robotics and human-robot interaction, with a focused expertise in understanding how consumers evaluate and respond to service robots, particularly in failure and recovery contexts. His most-cited work, a 2023 study with 48 citations, investigates the critical interplay between service robots' social perception and their symbolic service recovery strategies. This research reveals that the effectiveness of a robot's apology or explanation depends heavily on whether the robot is perceived as warm or competent, offering actionable insights for designing more resilient and customer-satisfying autonomous service systems. By bridging social cognition theory with applied robotics, Dr. Chen's contributions are shaping how businesses deploy AI-driven service agents to manage customer relationships and mitigate service failures. His work is highly influential among researchers in service marketing, human-computer interaction, and AI ethics, providing a foundational framework for understanding the nuanced social dynamics between humans and intelligent machines in commercial settings.
Research Focus
Key Achievements
Top Papers
- 1