Janelle Chan
Papers
3
Total Citations
32
H-Index
3
About
Janelle Chan is a rising scholar at the frontier of service technology, exploring the delicate balance between human agents and service robots. Her research focuses on customer psychology, emotional responses, and trust dynamics in automated service encounters. In her highly cited 2024 paper, "Riding on uncertainty," Chan demonstrates how leveraging both human and robotic staff during service delivery can mitigate customer uncertainty, a contribution that has already garnered 16 citations. She extends this work by examining emotional and cognitive reactions to robot-led upselling and cross-selling, revealing that customer surprise can be a powerful driver of sales—even when robots are perceived as lacking warmth. Chan’s 2025 study on trust and forgiveness further distinguishes how customers respond to single versus double service deviations by human and robot staff, offering critical insights for service recovery strategies. Her work is notable for challenging assumptions about robotic coldness and uncovering pathways to customer forgiveness. With a growing citation footprint and a focus on real-world hospitality applications, Chan is shaping how businesses integrate automation without sacrificing customer trust.
Research Focus
Key Achievements
Top Papers
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