Xiya Zhang

University of Nottingham Ningbo China, Beijing Normal University - Hong Kong Baptist University United International College

Papers

Total Citations

176

H-Index

About

Xiya Zhang is an emerging scholar whose research sits at the intersection of hospitality technology, service innovation, and human-robot interaction. With a focus on how service robots reshape customer experiences in hospitality settings — particularly restaurants — Zhang has made significant contributions to understanding the mechanisms through which robots facilitate and enable value co-creation between businesses and their guests. Zhang's most influential work, "Robots at your service" (2022), has garnered 126 citations and pioneered empirical investigation into guest-robot value co-creation, revealing how guest perceptions of robot capabilities shape advocacy intentions. Building on this foundation, subsequent research has delved deeper into how specific robot capabilities and personalities drive customer satisfaction and co-creation behaviors, accumulating an additional 50 citations across two studies. Notably, Zhang's contingency-based framework for service robot design offers practitioners actionable guidance on tailoring robot attributes to specific service contexts — a contribution that bridges academic theory and industry application. Collectively, Zhang's work signals a productive and timely research agenda, addressing one of hospitality's most pressing transformations. Students and researchers interested in service technology, customer behavior, or the future of human-machine collaboration will find Zhang's evolving body of work both theoretically rigorous and practically relevant.