Papers
3
Total Citations
271
H-Index
3
About
Xingyang Lv is a leading scholar in the emerging field of human-AI interaction, with a particular focus on how artificial intelligence reshapes customer service and workplace dynamics. His research centers on the psychological and behavioral consequences of anthropomorphism, service automation, and the replacement of human workers by AI agents. Lv’s most influential work, “Anthropomorphism and customers’ willingness to use artificial intelligence service agents” (2021, 225 citations), resolves longstanding inconsistencies in the literature by demonstrating that the effect of anthropomorphism depends critically on service context—a finding that has become foundational for service design. His subsequent studies reveal darker implications of AI integration: “My colleague is not ‘human’” (2024, 31 citations) shows that working alongside robots can reduce human empathy, while “AI service may backfire” (2025, 15 citations) warns that transforming service providers into AI operators can diminish perceived warmth. With over 270 combined citations on these core papers alone, Lv’s work is essential reading for researchers and practitioners navigating the ethical and practical challenges of an increasingly automated service landscape.
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