Miyoung Jeong

Papers

Total Citations

229

H-Index

About

Miyoung Jeong is a leading scholar at the forefront of hospitality technology and service automation. Her research primarily explores how hotel guests perceive and adopt robotic concierges, and how consumers psychologically respond to service failures involving robots. In her highly influential 2020 study, “Guests’ perceptions of robot concierge and their adoption intentions,” Jeong provided foundational insights into the factors driving guest acceptance of robotic service agents, earning over 210 citations and shaping subsequent work in human-robot interaction in hospitality. Her more recent 2024 paper, “Consumers’ Brand Experiences With Robotic Service Failures,” advances this line of inquiry by modeling the complex interplay of appraisal, attribution, and psychological reactance when robotic services fail, offering critical guidance for managing consumer disappointment and brand trust. Jeong’s work is notable for bridging cognitive psychology with practical hospitality management, making her a key voice in understanding how automation transforms guest experiences. Her research not only informs industry practice but also inspires students and researchers to critically examine the emotional and behavioral dimensions of emerging service technologies.