Patricia Chew

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About

Patricia Chew is a leading scholar in service operations and technology management, whose work explores how digital innovations—including service robots and artificial intelligence—can drive cost-effective service excellence. Her most-cited paper, “Digital service technologies, service robots, AI, and the strategic pathways to cost-effective service excellence” (2023), has already garnered 80 citations, reflecting its timely impact. In this seminal work, Chew demonstrates that the traditional trade-off between customer satisfaction and operational productivity can be overcome through three strategic pathways: the operations management (OM) approach, the focused service factory, and the dual culture strategy. Her research provides actionable frameworks for firms seeking to integrate advanced technologies without sacrificing service quality. Beyond this paper, Chew’s broader contributions span the intersection of service design, automation, and strategic management, offering critical insights for both academics and practitioners navigating the digital transformation of service industries. Her work is widely cited for its practical relevance and theoretical rigor, establishing her as a key voice in shaping the future of service operations.