Xinyu Xing
Papers
4
Total Citations
208
H-Index
4
About
Xinyu Xing is a leading researcher in the field of human-computer interaction and service marketing, with a specific focus on artificial intelligence (AI) and chatbot service failures. Her work critically examines how consumers respond to different types of service breakdowns and recovery strategies in automated environments. Xing’s most influential paper, "Effects of different service failure types and recovery strategies on the consumer response mechanism of chatbots" (2022, 108 citations), established foundational insights into how chatbot design influences customer satisfaction. She further advanced this line of inquiry with "Should the chatbot 'save itself' or 'be helped by others'?" (2022, 71 citations), exploring the nuanced impact of recovery source on consumer perceptions. Her research uniquely integrates appraisal theory and social response theory to model consumer expectations after AI failures, as demonstrated in her 2023 study (24 citations). Xing’s recent work (2025) investigates the optimal level of anthropomorphism in AI recovery, challenging assumptions about human-likeness. With a growing citation record, Xing is shaping how businesses design more effective, consumer-centric AI service systems.
Research Focus
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Top Papers
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