Papers
1
Total Citations
16
H-Index
1
About
Rong Zou is an emerging scholar at the intersection of artificial intelligence, consumer behavior, and hospitality management. Their research primarily investigates how AI-driven service agents—such as robots and virtual assistants—influence customer decision-making in dining and retail environments. In their most-cited work, "AI robots over sommeliers? Exploring the service provider effect on diners’ wine ordering decisions at restaurants" (2024, 16 citations), Zou challenges traditional assumptions about human expertise by demonstrating that AI service providers can effectively sway consumer preferences, particularly in high-involvement scenarios like wine selection. This study offers critical insights for restaurateurs and marketers navigating the integration of automation into guest experiences. Though early in their career, Zou’s work has already garnered attention for its timely relevance to the post-pandemic hospitality landscape, where labor shortages and digital transformation are reshaping service delivery. Their findings contribute to broader debates on trust, anthropomorphism, and the psychology of human-machine interaction. As AI continues to permeate service industries, Rong Zou’s research promises to guide both academic understanding and practical implementation of autonomous systems in consumer-facing roles.
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Top Papers
- 1