Yu-Shan (Sandy) Huang

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About

Yu-Shan (Sandy) Huang is a rising scholar at the intersection of artificial intelligence, human-robot interaction, and organizational behavior in the hospitality industry. Her research focuses on how employees and customers appraise and adapt to service robots, particularly when those robots fail—a critical area as automation reshapes frontline work. In her most-cited work, "When robots fail: Dual pathways of employee appraisals in hospitality" (2025), Huang identifies two distinct cognitive and emotional routes through which hospitality workers evaluate robot errors, revealing that perceptions of competence and warmth drive divergent responses such as acceptance versus resistance. This framework offers practical insights for designing robot training and organizational support systems. Though early in her career, her work has already garnered attention, with the paper accumulating 3 citations shortly after publication—a strong signal of its relevance to scholars in service management, human-robot collaboration, and technology adoption. Huang’s contributions are notable for bridging psychological theory with applied hospitality contexts, providing a nuanced understanding of how humans coexist with intelligent machines. Her research promises to guide both technology developers and managers in fostering more resilient human-robot teams.