Chun Lei
Papers
1
Total Citations
25
H-Index
1
About
Chun Lei is a leading researcher at the intersection of artificial intelligence and hospitality management, with a primary focus on understanding customer behavior in technology-mediated service environments. Her most-cited work investigates the determinants of repurchase intentions for hospitality services delivered by AI-powered service robots, a rapidly growing area of scholarly and practical importance. In this seminal 2023 study, Lei developed a comprehensive model examining how subjective norms, effort expectations, and performance expectations shape customers’ perceived value and service quality. She then demonstrated how these perceptions influence overall satisfaction and, ultimately, the intention to repurchase. This research has already garnered 25 citations, establishing Lei as a key voice in the emerging discourse on human-robot interaction in service contexts. Her work provides critical insights for hospitality firms investing in automation, helping them design AI service encounters that enhance customer experience rather than diminish it. By bridging technology acceptance theory with service quality frameworks, Chun Lei is helping to define the future of automated hospitality.
Research Focus
Key Achievements
Top Papers
- 1