Taehyee Um

Papers

Total Citations

H-Index

About

Taehyee Um is a leading researcher at the intersection of artificial intelligence, service automation, and sustainable hospitality. Her work critically examines how emerging technologies—particularly AI chatbots and self-service kiosks—reshape customer experiences and operational efficiency in the hotel industry. Um’s most cited paper (86 citations) investigates how intelligent chatbots compare with traditional self-service technology for delivering sustainable services, revealing that while automation offers competitive advantages, unfamiliar interfaces can disrupt customer engagement. This foundational study has influenced both academic discourse and practical service design, highlighting the delicate balance between technological innovation and human-centered service quality. Her research provides essential insights for businesses seeking to implement AI responsibly without sacrificing customer satisfaction. Um’s contributions are particularly valuable for students and practitioners exploring the human-technology interface in service contexts, as she bridges theoretical frameworks with real-world applications. Her work continues to shape how the hospitality sector navigates the shift toward intelligent, sustainable service ecosystems.