Mang He

Papers

Total Citations

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About

Mang He is an emerging scholar at the intersection of service marketing, artificial intelligence, and consumer behavior, with a particular focus on how technology reshapes customer experiences. In their most-cited work, "It takes two to empower: Customer responses to empowerment recovery in the context of robot service failure" (2024, 14 citations), He explores a novel dimension of service recovery: how empowering customers to co-create solutions after a robot service failure can enhance satisfaction and loyalty. This research offers critical insights for businesses deploying AI-driven services, highlighting the delicate balance between automation and human agency. While still early in their career, He’s work signals a deep engagement with the ethical and practical implications of robotics in everyday commerce. Their contributions are particularly relevant as industries grapple with service failures in increasingly automated environments, and their findings provide actionable strategies for designing more resilient and customer-centric AI systems. With a growing citation base, Mang He is poised to become a key voice in understanding the psychological dynamics of human-robot interaction in service contexts.