Hwirim Jo

Papers

Total Citations

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About

Hwirim Jo is a leading scholar in the intersection of artificial intelligence and hospitality, with a primary focus on Robots, Artificial Intelligence, and Service Automation (RAISA). Her most-cited work, a 2022 study employing sentiment analysis on YouTube streaming data, has garnered 64 citations and fundamentally reshaped how the industry understands guest perceptions of automated service technologies. By moving beyond traditional survey methods, Jo pioneered the use of real-time, unstructured social media data to capture authentic consumer reactions to robotic concierges, AI-driven check-ins, and automated housekeeping. This methodological innovation provides hospitality operators with actionable insights into both the excitement and anxiety surrounding service automation. Her research critically examines how RAISA influences customer satisfaction, operational efficiency, and workforce dynamics, offering a balanced view of technological disruption. Jo’s work is notable for bridging data science with service management, making her a key voice in preparing the hospitality sector for an increasingly automated future. Her contributions are essential reading for students and researchers exploring the human-technology interface in service industries.