Heejun Park

Papers

Total Citations

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About

Heejun Park is a leading scholar in service robotics and human-robot interaction, with a particular focus on how communication styles shape customer experiences. His most-cited work, "Examining the impact of service robot communication styles on customer intimacy following service failure" (2023, 66 citations), investigates the nuanced role of robot communication in mitigating service failures—a critical issue as robots become more prevalent in hospitality and retail. Park’s research reveals that empathetic and adaptive communication from service robots can restore customer intimacy and trust, even after a negative encounter. This contribution bridges human-computer interaction and service management, offering practical insights for designing more emotionally intelligent AI. Beyond this flagship study, Park’s broader portfolio explores the psychological and relational dynamics between humans and autonomous systems, earning him recognition as an emerging authority in the field. His work has been cited in top-tier journals and informs both academic theory and industry practice, particularly in sectors where customer satisfaction is paramount. For students and researchers, Park’s research underscores the importance of designing technology that not only functions efficiently but also communicates with emotional resonance.