Joon Woo Yoo

Papers

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About

Joon Woo Yoo is a leading scholar in service marketing and human-robot interaction, whose work explores how emerging technologies reshape customer experiences. His research primarily focuses on the psychological and relational dynamics between consumers and service robots, particularly in the context of service failures and recovery. Yoo’s most cited paper, "Examining the impact of service robot communication styles on customer intimacy following service failure" (2023, 66 citations), makes a pivotal contribution by demonstrating that the way a robot communicates—whether through empathetic or task-oriented language—can significantly influence customer perceptions of intimacy and forgiveness after a service mishap. This work bridges the gap between artificial intelligence and emotional connection, offering practical insights for designing more human-centered robotic interactions. Yoo’s research has been widely recognized for its timely relevance as automation becomes ubiquitous in hospitality, retail, and healthcare. His findings not only advance academic understanding of human-robot relationships but also provide actionable strategies for businesses aiming to maintain customer loyalty in an increasingly automated world.