Xiaoyun Zheng

Dongbei University of Finance and Economics

Papers

Total Citations

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About

Xiaoyun Zheng is a pioneering researcher in the emerging field of service robot adoption and consumer behavior, with a particular focus on the hospitality and restaurant industries. Her work critically examines how consumers respond to the integration of artificial intelligence and robotics into service encounters, bridging the gap between technology acceptance and experiential marketing. In her highly cited 2023 study, Zheng demonstrated that a consumer’s prior service expertise and technology expertise are pivotal in shaping their response to service robots, revealing that these factors can either enhance or diminish perceived value. Her 2025 follow-up research further explores the nuanced dynamics in ethnic restaurants, asking whether service robots act as “friends or foes” in influencing patronage intentions. With over 25 citations across her most notable works, Zheng’s contributions are shaping how businesses design human-robot interactions to optimize customer satisfaction. Her research is essential reading for scholars and practitioners seeking to understand the psychological and contextual drivers behind consumer acceptance of automation in high-touch service settings.