Papers
1
Total Citations
15
H-Index
1
About
Yufan Yang is a rising scholar at the intersection of artificial intelligence and service management, whose work critically examines the unintended consequences of AI adoption in customer-facing roles. Her most-cited paper, "AI service may backfire: Reduced service warmth due to service provider transformation" (2025, 15 citations), challenges the prevailing optimism around AI integration by revealing a paradoxical effect: as service providers adopt AI tools, their perceived warmth and empathy toward customers can diminish, ultimately undermining service quality. This research has quickly gained traction for its timely, human-centric perspective on technological disruption. Yang’s contributions extend beyond this study, probing how AI reshapes both employee psychology and customer relationships. Her work is particularly notable for bridging behavioral science and technology ethics, offering actionable insights for firms navigating the delicate balance between efficiency and relational authenticity. As a young investigator, Yang has already established herself as a critical voice in the ongoing debate about AI’s social impact, with her findings prompting re-evaluation of service design strategies. Her scholarship is essential reading for students and researchers interested in the human dimensions of automation, service marketing, and the future of work.
Research Focus
Key Achievements
Top Papers
- 1