Papers
2
Total Citations
53
H-Index
2
About
Qi Yao is a rising scholar at the intersection of service marketing, consumer psychology, and artificial intelligence. Her research focuses on understanding how individual differences—such as social class and privacy concerns—shape consumer adoption of AI-powered service robots. In her highly cited 2023 paper, Yao reveals that customer privacy concerns critically influence robot adoption, with effects varying by service type (credence vs. experience services). Her 2022 work demonstrates a compelling interaction between consumer social class and service type, showing that risk aversion mediates preferences for robot-delivered services. These contributions, garnering over 50 citations in just two years, provide actionable insights for businesses deploying automation in hospitality, healthcare, and retail. Yao’s innovative use of field experiments and typology frameworks has positioned her as a key voice in the ethical and practical design of AI service encounters. Her work not only advances academic theory but also offers a roadmap for balancing technological efficiency with consumer trust.
Research Focus
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Top Papers
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