Alei Fan

About

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Research Focus

Key Achievements

Top Papers

1. 1
   When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? – The moderating role of consumer technology self-efficacy and interdependent self-construal

   205 citations · 2019
2. 2
   Does anthropomorphism influence customers’ switching intentions in the self-service technology failure context?

   148 citations · 2016
3. 3
   Robot vs human: expectations, performances and gaps in off-premise restaurant service modes

   99 citations · 2021
4. 4
   Robotic involvement in the service encounter: a value-centric experience framework and empirical validation

   80 citations · 2021
5. 5
   Tech-touch balance in the service encounter: The impact of supplementary human service on consumer responses

   43 citations · 2021
6. 6
   To Partner with Human or Robot? Designing Service Coproduction Processes for Willingness to Pay More

   26 citations · 2021
7. 7
   Unveiling the role of congruity in service robot design and deployment

   23 citations · 2024
8. 8
   A projective approach to understanding the Generation Z’s experience with service robots in restaurants

   19 citations · 2023
9. 9
   Climbing robots—off the shelf

   9 citations · 1994
10. 10
    Masks, gloves, or robots? Factors influencing consumers’ health risk perceptions and behavioral intentions of in-restaurant dining

    8 citations · 2024

Key Collaborators