Wenkai Zhou
Papers
2
Total Citations
53
H-Index
2
About
Wenkai Zhou is a rising scholar at the forefront of service technology and consumer behavior research. Her work primarily investigates the psychological and social factors shaping human-robot interactions in service settings, with a particular focus on how customer privacy concerns, social class, and service type influence the adoption of AI service robots. In her highly cited 2023 study (36 citations), Zhou introduced a novel credence/experience service typology to explain how privacy concerns differentially impact robot adoption intentions, offering critical insights for service design. Her 2022 research (17 citations) further demonstrated that consumers’ social class interacts with service type to shape preferences for robot-delivered services, with risk aversion acting as a key mediating mechanism. Through rigorous experimental designs—including field experiments—Zhou has advanced our understanding of the nuanced barriers to AI service adoption. Her work not only contributes to academic theory in service marketing and technology acceptance but also provides actionable guidance for businesses deploying autonomous service systems. As a developing researcher, Zhou’s growing citation record signals her emerging influence in the critical discourse on the future of service work and consumer-technology relationships.
Research Focus
Key Achievements
Top Papers
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