Saadia Shabnam

Brunel University of London, Curtin University

Papers

Total Citations

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About

Dr. Saadia Shabnam is a leading voice in the emerging field of human-robot interaction within the paradigm of Industry 5.0. Her research focuses on the critical intersection of service robotics, customer experience, and value creation, exploring how businesses can design and manage robotic services that foster genuine, high-quality relationships with consumers. Dr. Shabnam’s most cited work, “Relationship Quality in Customer-service Robot Interactions in Industry 5.0: An Analysis of Value Recipes” (2023, 11 citations), provides a groundbreaking framework for understanding the complex recipe of factors—from perceived usefulness to emotional engagement—that drive successful human-robot encounters. This study moves beyond simple satisfaction metrics to dissect the very “value recipes” that determine whether a customer feels a positive, lasting connection with a service robot. By pioneering this analytical approach, Dr. Shabnam is shaping the future of automated service design, ensuring that as robots become ubiquitous in hospitality, retail, and healthcare, they enhance rather than diminish the human experience. Her work is essential reading for anyone seeking to build a customer-centric, technologically advanced service landscape.