Young-Ju Cho
Papers
1
Total Citations
66
H-Index
1
About
Young-Ju Cho is a leading scholar in service marketing and human-robot interaction, whose work explores the nuanced dynamics of customer relationships in an increasingly automated world. Her research centers on how service robots, particularly their communication styles, influence consumer behavior and emotional responses, especially in the critical context of service failures. In her highly cited 2023 study, "Examining the impact of service robot communication styles on customer intimacy following service failure," Cho demonstrates that the way a robot communicates—whether with warmth or competence—can significantly repair or deepen customer intimacy after a mishap, a finding with profound implications for hospitality, retail, and AI design. With over 66 citations for this single paper, her contributions are shaping how businesses integrate empathetic automation. Cho’s work bridges psychology, technology, and marketing, offering actionable insights for practitioners and a rich foundation for scholars. Her research is particularly notable for its timely relevance, addressing the ethical and practical challenges of maintaining human connection in a service landscape increasingly populated by machines.
Research Focus
Key Achievements
Top Papers
- 1