Elise Wong
Papers
1
Total Citations
25
H-Index
1
About
Elise Wong investigates the intersection of artificial intelligence and consumer behavior, with a particular focus on service robots in the hospitality industry. Her work examines the psychological and behavioral determinants that shape customer experiences with AI-driven services. In her most cited paper, "Determinants of Repurchase Intentions of Hospitality Services Delivered by Artificially Intelligent (AI) Service Robots" (2023, 25 citations), Wong explores how subjective norms, effort expectations, and performance expectations influence perceived value and service quality. She further demonstrates how these factors, through experience quality and perceived value, ultimately determine customer satisfaction and repurchase intentions. This research provides critical insights for hospitality managers integrating AI into customer-facing roles and contributes to the growing literature on human-robot interaction in service contexts. Wong’s work is notable for bridging technology acceptance models with service quality frameworks, offering practical guidance for designing AI-enhanced hospitality experiences that meet evolving consumer expectations.
Research Focus
Key Achievements
Top Papers
- 1