Po‐Ju Chen

Northern Arizona University, North Carolina Central University

Papers

Total Citations

596

H-Index

About

Dr. Po‐Ju Chen is a leading scholar in hospitality and tourism technology, best known for investigating how robotics and automation reshape service experiences. Her most cited work, “From high-touch to high-tech: COVID-19 drives robotics adoption” (577 citations), critically examines how the pandemic accelerated the shift from human-centric service to robotic solutions in travel and hospitality, offering a foundational framework for understanding crisis-driven technological transformation. She also pioneers research on generational responses to service robots; her projective study on Generation Z’s experiences with restaurant robots (19 citations) uses Zaltman Metaphoric Elicitation Technique to uncover deep emotional and perceptual insights, advancing the servicescape theoretical model. Dr. Chen’s work bridges macro-level industry trends with micro-level consumer psychology, influencing both academic discourse and practical implementation of automation in hospitality. Her high-impact publication has become a key reference for scholars and practitioners navigating the post-pandemic service landscape, while her innovative methodological approaches continue to inspire new research on human-robot interaction in tourism.