Max Robotics — Global Service Robot Directory + US Certification

About

Shizhen Jia is a pioneering researcher at the intersection of artificial intelligence, human-robot interaction, and consumer psychology within the hospitality industry. Her work fundamentally reshapes our understanding of how customers trust and interact with AI-powered social robots in service settings. Jia’s most influential contribution is the development of a formative scale to measure consumers’ trust toward interaction with artificially intelligent social robots in service delivery, a seminal paper that has garnered 272 citations and established a foundational framework for the field. She further advanced this domain by conceptualizing Social Robot Privacy Concern (SRPC), rethinking privacy issues unique to hospitality contexts. Most recently, Jia has explored the detrimental effects of negative information—both from mass media and social networks—on service robot adoption, applying the information–motivation–behavioral skills model to uncover how negative narratives shape consumer attitudes. Her research is critical for businesses deploying automation, offering actionable insights into building consumer trust and mitigating resistance. Jia’s work continues to influence scholars and practitioners navigating the complex relationship between emerging technologies and human trust.