Narisa Zhao

Papers

Total Citations

H-Index

About

Dr. Narisa Zhao is a leading scholar in consumer behavior and service innovation, with a particular focus on the intersection of affective computing and hospitality management. Her most-cited work, "Consumers' affective needs matter: Open innovation through mining luxury hotels' online reviews" (2023, 32 citations), pioneers a novel approach to extracting emotional intelligence from user-generated content. By demonstrating how luxury hotels can leverage sentiment analysis of online reviews to drive open innovation, Zhao has provided a powerful framework for understanding the unspoken emotional drivers behind consumer satisfaction. This research bridges the gap between big data analytics and experiential marketing, offering actionable insights for service providers to tailor their offerings to deeper, affective needs. Her contributions are reshaping how the hospitality industry interprets customer feedback, moving beyond mere ratings to capture the nuanced emotional landscape of guest experiences. With a growing citation impact, Dr. Zhao is establishing herself as a vital voice in the field of service innovation, where her work continues to inspire both academic inquiry and practical application in customer-centric business strategies.