Hong Ngoc Nguyen

Papers

Total Citations

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About

Hong Ngoc Nguyen is a rising scholar at the forefront of human-robot interaction in service settings, with a particular focus on how robotic agents can enhance customer experiences and drive business outcomes. Her research primarily explores the intersection of artificial intelligence, service recovery, and consumer psychology, examining how robots can effectively replace or augment human staff in hospitality and retail environments. In her highly cited 2024 paper on human-robot collaboration in service recovery, Nguyen demonstrated that the apology style employed by robotic service agents significantly influences customer comfort emotions and retention rates, a finding with 21 citations that underscores its practical relevance. Her most recent 2025 work investigates menu upselling in robot restaurants, revealing that the credibility of both the recommender type (human vs. robot) and the recommendation strategy critically shapes customer acceptance. By systematically analyzing how source and message credibility interact in automated upselling contexts, Nguyen provides actionable insights for businesses deploying robotic systems. Her work is notable for bridging theoretical frameworks from service management with cutting-edge robotics applications, making her a key voice in the evolving discourse on AI-driven customer service.