Mathieu Lajante
Toronto Metropolitan University, Ted Rogers Centre for Heart Research
Papers
3
Total Citations
78
H-Index
3
About
Mathieu Lajante is a leading voice at the intersection of service marketing, human-robot interaction, and consumer psychology. His research investigates the emotional and cognitive dynamics of customer service, particularly how consumers respond to service failures and recoveries when interacting with human agents versus robots. Lajante’s major contributions include demonstrating that customers’ need for social sharing of emotion critically shapes satisfaction with service robots—a finding with over 34 citations. He has also systematically assessed whether robots can replicate human-like interactional justice in service recovery, contributing a foundational literature review (27 citations) and a recent empirical study (17 citations) showing that while robots can mimic emotional labor, customers’ social cognition and empathy differ markedly from human-agent interactions. His work challenges assumptions about automation in service contexts, revealing that emotional authenticity and social bonding remain key differentiators. Lajante’s research is vital for scholars and practitioners designing AI-driven customer experiences, as it bridges affective science with service operations. His growing citation record and focus on real-world service encounters mark him as an emerging authority in the psychology of human-robot service interactions.
Research Focus
Key Achievements
Top Papers
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