Papers
1
Total Citations
37
H-Index
1
About
Yunxia Shi is a leading scholar in service marketing and human-robot interaction, with a particular focus on the emotional dynamics of service recovery. Her research explores how frontline employees' emotional labor—specifically surface acting versus deep acting—shapes customer satisfaction after robot service failures. In her highly cited 2022 paper, "Robot service failure: the double-edged sword effect of emotional labor in service recovery," Shi reveals the nuanced role of responsibility attributions in moderating these effects, offering critical insights for businesses integrating AI into customer service. This work, with 37 citations, has become a foundational reference for understanding the psychological interplay between human employees and robotic systems in service contexts. Shi’s contributions bridge emotion theory and service management, providing actionable strategies for mitigating the negative impacts of technological failures. Her research is widely recognized for its practical implications in hospitality, retail, and automated service environments, positioning her as a key voice in the evolving discourse on AI and customer experience.
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Top Papers
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