Mai Nguyen

Papers

Total Citations

H-Index

About

Mai Nguyen is a leading scholar in service robotics and consumer behavior, whose work bridges the gap between human-robot interaction and service quality measurement. Her most-cited paper, "Robotic service quality – Scale development and validation" (2021, 95 citations), represents a foundational contribution to the field, providing a rigorously validated instrument for assessing how customers perceive robotic services. This scale has become a critical tool for researchers and practitioners seeking to understand the dimensions of service quality in automated environments, from hospitality to healthcare. Nguyen’s research systematically identifies key factors—such as competence, warmth, and reliability—that shape user satisfaction with robots, offering actionable insights for designing more effective and empathetic robotic systems. Her work has been widely adopted in cross-disciplinary studies, influencing both academic theory and industry practice. Beyond this flagship paper, Nguyen continues to explore the psychological and social dynamics of human-robot encounters, with a growing citation impact that underscores her role in shaping the future of service automation. For students and researchers, her contributions offer a clear roadmap for studying how technology can enhance, rather than replace, meaningful service interactions.