Hye Jin Sung

Papers

Total Citations

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About

Hye Jin Sung is a leading researcher at the intersection of service technology, consumer behavior, and hospitality innovation. Her work primarily explores how emerging technologies—particularly robotics and contactless systems—reshape customer experiences in food service environments. Her most cited study, "Untact: Customer’s Acceptance Intention toward Robot Barista in Coffee Shop" (2020, 82 citations), is a seminal contribution that systematically identifies the key factors driving consumer attitudes toward robotic baristas, addressing the growing demand for customization, safety, and contactless service operations. This research has become a foundational reference for scholars and practitioners navigating the post-pandemic shift toward automation in hospitality. Sung’s work is notable for bridging theoretical frameworks of technology acceptance with real-world service contexts, offering actionable insights for industry adoption. Her findings have influenced both academic discourse and practical strategies in robotic service deployment, making her a pivotal voice in the evolution of “untact” service models. With a growing citation impact, Sung continues to shape how we understand consumer trust and acceptance in an increasingly automated world.