Yanqing Lin

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About

Yanqing Lin is a leading scholar in service robotics and consumer behavior, with a research focus on how customers perceive and respond to AI-driven service encounters. Her most-cited work, “How Do Customers Respond to Robotic Service? A Scenario-Based Study from the Perspective of Uncertainty Reduction Theory” (2021, 10 citations), addresses a critical gap in understanding consumer reactions to the growing deployment of service robots. By applying uncertainty reduction theory, Lin reveals how customers navigate the novelty and ambiguity of robotic interactions, offering actionable insights for service firms integrating AI technologies. This foundational study has shaped subsequent research on trust, acceptance, and emotional responses in human-robot service contexts. Lin’s contributions are particularly notable for bridging theoretical frameworks with practical implications, helping businesses design robotic services that minimize customer uncertainty and enhance satisfaction. Her work is widely cited by scholars in hospitality, marketing, and human-computer interaction, underscoring its interdisciplinary impact. As service robotics continues to expand, Lin’s research remains essential reading for students and practitioners seeking to understand the evolving dynamics between humans and intelligent machines.