Keng‐Boon Ooi

Papers

Total Citations

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About

Dr. Keng‐Boon Ooi is a leading scholar in technology adoption and service innovation, with a research focus on the intersection of artificial intelligence, robotics, and consumer behavior in the hospitality and service industries. Her most cited work, "Unlocking my heart: Fostering hotel brand love with service robots" (2023), has garnered 27 citations and exemplifies her pioneering contributions to understanding how emerging technologies shape emotional connections between customers and brands. Dr. Ooi’s research explores how service robots can enhance customer experiences, build brand loyalty, and drive competitive advantage in hospitality settings. Her work is widely recognized for bridging theoretical frameworks from information systems and marketing, offering practical insights for managers integrating automation into service delivery. With a growing citation impact, Dr. Ooi continues to influence both academic discourse and industry practice, making her a key voice in the evolving dialogue on human-robot interaction and digital transformation in services.