Max Robotics — Global Service Robot Directory + US Certification

About

Namho Chung is a leading researcher at the forefront of artificial intelligence and robotics in the hospitality industry. His work critically examines how emerging technologies—from service robots and intelligent chatbots to robotic process automation—are reshaping customer experiences and sustainable service innovation. Chung’s most influential contributions explore the psychological dynamics of human-robot interaction, particularly the role of anthropomorphism in shaping tourist behavior. His highly cited 2021 study on hotel service robots (92 citations) demonstrates how human-like robot features drive customer satisfaction, while his 2020 work on AI chatbots (86 citations) reveals key differences in customer acceptance compared to self-service kiosks. A 2023 study (86 citations) further investigates the “creepy vs. cool” threshold, analyzing why guests resist or embrace switching from human staff to robots. With over 267 citations across his top papers, Chung’s research provides critical insights for hospitality managers navigating digital transformation. His work uniquely bridges technology adoption theory with practical implications for sustainable service design, making him an essential voice in understanding how AI will redefine guest experiences in the coming decade.