Ting Hin Ho
Papers
2
Total Citations
225
H-Index
2
About
Ting Hin Ho is a leading scholar in service marketing and human-robot interaction, whose research explores the critical dynamics between customers, human staff, and service robots—particularly in the aftermath of service failures. His most influential work, “Human staff vs. service robot vs. fellow customer: Does it matter who helps your customer following a service failure incident?” (2020), has garnered 184 citations, establishing a foundational understanding of how the source of recovery assistance shapes customer satisfaction and loyalty. Building on this, Ho’s 2022 study “Service robots or human staff? The role of performance goal orientation in service robot adoption” (41 citations) delves into the psychological drivers that influence consumers’ willingness to embrace robotic assistance, highlighting the moderating role of individual goal orientations. His contributions are pivotal for businesses navigating the integration of automation into frontline service, offering evidence-based insights that bridge technology adoption with customer experience management. Ho’s work is widely recognized for its practical relevance, informing both academic discourse and industry strategies in the rapidly evolving field of service robotics.
Research Focus
Key Achievements
Top Papers
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