Hanqun Song
Papers
6
Total Citations
230
H-Index
6
About
Hanqun Song is a pioneering hospitality and tourism researcher whose work sits at the dynamic intersection of service robotics, customer experience, and technology adoption in food service contexts. With a particular focus on restaurant environments, Song has made substantial contributions to understanding how robotic technologies reshape customer perceptions, behaviors, and expectations. His research rigorously examines critical concepts such as service authenticity, technology readiness, and robotic service quality, applying robust theoretical frameworks—including cognitive appraisal theory, person–environment fit theory, and affordance theory—to illuminate how customers psychologically process interactions with service robots versus human employees. Song's most influential studies, accumulating over 230 citations collectively, reveal nuanced insights into when and why customers accept or resist robotic service, distinguishing between utilitarian and hedonic service contexts, and exploring how authenticity perceptions drive revisit intentions. His work on robotic versus human employee comparisons has proven especially impactful, offering hospitality practitioners actionable guidance on strategic robot deployment. By consistently bridging theoretical innovation with real-world industry application, Song has established himself as a leading voice in the rapidly evolving conversation around hospitality automation, making his scholarship essential reading for researchers and practitioners navigating the future of service technology.
Research Focus
Key Achievements
Top Papers
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