Shanshan Qiu

Papers

Total Citations

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About

Shanshan Qiu is a rising scholar at the intersection of human-robot interaction and service management, with a primary focus on how consumers build trust in automated service agents. Her most-cited work, "Trust in service robot: the role of appearance anthropomorphism" (2023, 30 citations), provides critical insights into the hospitality industry's growing reliance on robotic front-line employees. By systematically investigating how anthropomorphic design features influence consumer trust, Qiu's research offers actionable guidance for companies deploying service robots in hotels and restaurants. Her work addresses a fundamental tension: while businesses increasingly adopt robots to enhance efficiency, consumer skepticism remains a barrier to positive service experiences. Qiu's contributions help bridge this gap by identifying which design elements—from facial features to behavioral cues—most effectively foster trust. Though early in her career, her research has already shaped conversations in service robotics and consumer psychology, establishing her as a key voice in understanding how technology can be humanized to improve real-world service encounters. Her findings are particularly valuable for practitioners and researchers seeking to design robots that feel both competent and approachable.