Chen‐Ya Wang
Papers
2
Total Citations
116
H-Index
2
About
Chen-Ya Wang is a leading voice in the future of hospitality and service work, whose research critically examines the evolving dynamics between humans and service robots. Her work centers on two pivotal questions: whether robots will compete with or collaborate with human workers, and how employees can leverage uniquely human strengths in an increasingly automated world. Her most impactful paper, “Competition or collaboration for human–robot relationship” (2022, 94 citations), provides a foundational framework for rethinking cobotics in hospitality, challenging the industry to move beyond simple replacement narratives. Complementing this, her work on “Empathetic creativity” (2022, 22 citations) pioneers a new construct and measurement scale, arguing that frontline employees’ capacity for empathy and creative problem-solving remains an irreplaceable asset that robots cannot replicate. By conceptualizing and operationalizing this “empathetic creativity,” Wang offers both a theoretical breakthrough and a practical tool for organizations seeking to future-proof their workforce. Her research is essential reading for scholars and practitioners navigating the delicate balance between technological efficiency and the irreplaceable human touch in service industries.
Research Focus
Key Achievements
Top Papers
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