Nan Hua

Papers

Total Citations

H-Index

About

Dr. Nan Hua is a leading scholar at the intersection of artificial intelligence, service management, and consumer ethics. Her research critically examines how AI-enabled systems—particularly in hospitality and service contexts—reshape customer behavior, often in unintended ways. Her most-cited work, "Customer misbehavior in AI-enabled services" (2025), with 2 citations, pioneers a theoretical framework for understanding how the removal of human-to-human interaction can erode social norms, enabling new forms of customer misconduct. This contribution is vital as AI becomes ubiquitous in service delivery, offering both practical insights for industry and a foundation for future ethical AI design. Dr. Hua’s work stands out for its timely, forward-looking perspective, bridging behavioral ethics with technology adoption. Her research has significant implications for service operators, policymakers, and scholars, highlighting the hidden costs of automation. By naming and theorizing a previously under-explored phenomenon, Dr. Hua is shaping how we think about responsible AI deployment, making her a key voice in the evolving dialogue on technology and human behavior.