Jian Mou
Papers
1
Total Citations
2
H-Index
1
About
Jian Mou is a leading scholar in the evolving fields of service automation, human–robot interaction, and consumer behavior. His work critically examines the intersection of technology and service delivery, with a particular focus on how robotic systems reshape customer experiences and satisfaction. In his highly cited 2025 study, "Do Robots Perfectly Replace Humans? Examining the Impact of Service Provider Role on Customer Satisfaction in the Restaurant Industry," Mou challenges the assumption that automation always enhances service quality. By analyzing real-world restaurant settings, he reveals that the role of the service provider—whether human or robot—significantly moderates customer satisfaction, offering nuanced insights for both academics and industry practitioners. Though early in its citation lifecycle, this paper has already garnered 2 citations, signaling its growing influence. Mou’s contributions are vital for understanding the delicate balance between technological efficiency and human touch in service contexts. His research not only advances theoretical frameworks in service science but also provides actionable guidance for businesses navigating the automation era. For students and researchers, Mou’s work is a compelling call to critically evaluate the human–technology relationship in modern service environments.
Research Focus
Key Achievements
Top Papers
- 1