Liana Rigby
Papers
1
Total Citations
12
H-Index
1
About
Dr. Liana Rigby is a leading scholar in human-robot interaction and service technology, whose work explores the delicate balance between artificial intelligence and genuine human connection. Her research centers on the deployment of social robots at organizational frontlines, investigating how these machines can effectively provide both cognitive and affective support to customers. In her highly influential 2023 paper, "What’s Best for Customers: Empathetic Versus Solution-Oriented Service Robots," Rigby tackles a critical question for the future of service: whether robots should prioritize emotional resonance or task efficiency. This work, already garnering 12 citations, has become a cornerstone for understanding customer expectations in an increasingly automated world. Rigby’s contributions are particularly timely given the ongoing labor shortages that make robotic deployment a practical necessity. By dissecting the nuances of empathetic versus solution-oriented interactions, she provides actionable insights for firms designing frontline robots that must serve as the "face" of the organization. Her research not only advances academic discourse but also offers practical guidance for creating service robots that customers find both helpful and comforting.
Research Focus
Key Achievements
Top Papers
- 1