Chin-Yao Tseng

Papers

Total Citations

365

H-Index

About

Chin-Yao Tseng is a leading researcher at the intersection of service innovation, robotics, and hospitality management. His work is pivotal in understanding how emerging technologies, particularly service robots, can be strategically integrated into the hotel industry to enhance guest experiences and operational efficiency. Tseng’s most influential contribution is his 2017 study, “Investigating an innovative service with hospitality robots,” which has garnered 354 citations. This seminal paper employs a mixed-methods approach—combining expert panels and semi-structured interviews—to identify the key factors driving the adoption of service robots in Taiwan’s hotel sector, offering a crucial framework for service innovation strategy. Earlier, in 2016, Tseng introduced the “SMART SWOT” strategic planning analysis, a novel tool tailored for evaluating service robot utilization in hospitality, providing managers with a practical roadmap for implementation. Through his research, Tseng has become a key voice in bridging technology and service design, helping shape how the hospitality industry navigates the age of automation.