Yingying Du

Shandong University, Zhengzhou University

Papers

Total Citations

H-Index

About

Yingying Du is a rising scholar at the intersection of service technology, consumer psychology, and ethical behavior in hospitality. Her research primarily examines how consumers interact with service robots versus human staff, with a particular focus on the psychological triggers of unethical consumer behavior. Du’s most-cited work, “Service robots vs. human staff: The effect of service agents and service exclusion on unethical consumer behavior” (2023, 57 citations), reveals how the presence of robotic service agents can paradoxically increase unethical conduct when consumers feel excluded—a critical insight for the design of automated service environments. Her more recent contribution, “From failure to forgiveness: Proactive recovery strategies for service robots in hospitality” (2025, 7 citations), pioneers frameworks for how robotic systems can effectively apologize and restore customer trust after service failures. By bridging robotics, ethics, and service recovery, Du provides actionable guidance for hospitality managers navigating the shift toward automation. Her work is increasingly cited by scholars in human-robot interaction and service management, marking her as a key voice in understanding the moral and relational dynamics of AI-driven service encounters.