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About

Laurie Wu is a leading scholar in hospitality and service technology, whose research explores the evolving dynamics of human-robot interaction in service encounters. Her work centers on understanding how robotic involvement and technology reshape customer experiences, particularly in hospitality and tourism contexts. Wu's most cited paper (2021, 80 citations) develops and validates a value-centric experience framework for robotic service encounters, using mixed methods to examine customer responses in robotic restaurants. She further investigates the "tech-touch balance" (2021, 43 citations), revealing how supplementary human service influences consumer reactions to automated environments. Another notable contribution (2021, 26 citations) extends service coproduction theory, showing how consumer innovativeness affects willingness to pay more when partnering with humans versus robots. Wu's research provides critical insights for designing effective service coproduction processes, bridging technology adoption with customer value perception. Her work has significant implications for hospitality managers and technology developers, offering evidence-based strategies for integrating robotics while maintaining customer satisfaction. With a growing citation impact, Wu continues to shape the future of service technology research.