Tom Chen

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About

Tom Chen is a leading scholar at the intersection of service research and healthcare innovation, with a primary focus on understanding how technology reshapes human-centered care. His most cited work, "Blended human-technology service realities in healthcare" (2022, 26 citations), offers a critical framework for navigating the healthcare sector’s shift toward people-centered approaches. Chen identifies a fundamental gap in current understanding: the growing role of technology in creating blended human-technology interactions and their impact on service experiences. By conceptualizing these "blended realities," he provides both theoretical and practical insights for designing more effective, empathetic healthcare services. His contributions are particularly timely as digital health tools become ubiquitous, helping researchers and practitioners balance technological efficiency with genuine human connection. Chen’s work has been influential in shaping discussions around service design, patient experience, and the ethical integration of AI in care settings. With a growing citation footprint, he is recognized as a key voice in advancing service-dominant logic within healthcare contexts, making his research essential reading for those exploring the future of technology-mediated care.