Lingyu Zhao

Tianjin University of Technology and Education

Papers

Total Citations

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About

Lingyu Zhao is a rising scholar in the field of service technology and consumer psychology, with a focused research interest in human-robot interaction and service failure recovery. Her work explores the delicate balance between automation and customer satisfaction, particularly in contexts where robotic service agents fail to meet expectations. In her highly cited 2024 paper, "How to make consumers tolerate robotic service failures," Zhao investigates the psychological mechanisms and contextual factors that influence consumer forgiveness and continued patronage after a service breakdown by a robot. This research offers critical insights for businesses deploying AI-driven customer service, suggesting that factors such as anthropomorphism, perceived control, and the type of failure can significantly alter consumer responses. While her citation count is still building, this foundational paper has already garnered 8 citations, signaling its timely relevance and potential for high impact. Zhao’s work is notable for bridging theoretical frameworks from service marketing with emerging challenges in robotics, making her a key voice in understanding how to design more resilient and consumer-friendly automated service systems.