Shujie Fang

About

Shujie Fang is a leading researcher at the forefront of human-robot interaction in the hospitality and service industries. Her work critically examines how tourists and hotel guests engage with AI-powered service robots, exploring the psychological and behavioral dimensions of these encounters. Fang’s major contributions include developing and validating a scale for measuring hotel guest-robot interaction experiences, a foundational tool for the field. Her mixed-method studies have investigated how tourist-robot interaction drives engagement and co-creation value, with her most-cited paper on this topic garnering 47 citations. Fang has also broken new ground by probing customer perceptions of service fairness between human employees and AI robots, and by asking whether service robots can reduce employee loneliness—a novel question with profound implications for workplace well-being. With over 150 total citations across her key works, Fang is shaping the conversation on how the service industry can integrate technology without losing the human touch. Her research is essential reading for scholars and practitioners navigating the future of automated hospitality.

Research Focus

Key Achievements

Top Papers

1. 1
   The Impact of Tourist–Robot Interaction on Tourist Engagement in the Hospitality Industry: A Mixed-Method Study

   47 citations · 2022
2. 2
   Hotel guest-robot interaction experience: A scale development and validation

   45 citations · 2023
3. 3
   Human or AI robot? Who is fairer on the service organizational frontline

   26 citations · 2024
4. 4
   Investigating the effect of customer-robot interaction experience on customer engagement behavior and co-creation value: a mixed methods study

   23 citations · 2024
5. 5
   No man is an island: Will service robots reduce employee loneliness?

   17 citations · 2025

Key Collaborators

Contact & Links