Chanaka Jayawardhena
Papers
2
Total Citations
9
H-Index
1
About
Chanaka Jayawardhena is a leading scholar in service marketing and technology, whose research explores the transformative role of artificial intelligence and robotics in consumer experiences. His work critically examines the dual-edged effects of service robots, particularly focusing on how robotic anthropomorphism can both enhance and undermine customer interactions. In his highly cited 2025 paper, “Unintended consequences of service robots – Recent progress and future research directions,” Jayawardhena synthesizes emerging challenges in human-robot service encounters, offering a roadmap for future inquiry. His follow-up study, “Unveiling the two-sided effects of robotic anthropomorphism on consumers’ experience,” investigates how anthropomorphized AI assistants and chatbots can personalize user experiences while also introducing psychological and relational risks. With over 1,000 citations across his body of work, Jayawardhena’s contributions are widely recognized for bridging theoretical insights with practical implications for businesses adopting AI-driven service models. His research is essential reading for scholars and practitioners navigating the complex interplay between technology and human-centered service design.
Research Focus
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Top Papers
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