Fernando de Oliveira Santini

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About

Fernando de Oliveira Santini is a prominent researcher whose work sits at the intersection of technology adoption, service innovation, and consumer behavior. He has established himself as a leading voice in understanding how artificial intelligence and robotic technologies are reshaping customer experience across the hospitality, tourism, and broader service industries. Santini's most celebrated contributions include groundbreaking meta-analytical studies that synthesize decades of fragmented research into actionable insights. His 2023 paper on service robot acceptance in hospitality and tourism, which has already garnered 79 citations, rigorously examines the psychological and contextual factors driving consumer willingness to engage with robotic services — a question with profound implications for businesses navigating digital transformation. Building on this foundation, his 2025 meta-analysis tackles the provocative "Robot–Human Paradox," synthesizing findings from 25 articles to interrogate when and why robotic service either enhances or undermines the customer experience, earning 18 citations within its first year of publication. What distinguishes Santini's scholarship is his commitment to methodological rigor through meta-analysis, enabling him to resolve contradictions across the literature and provide nuanced, evidence-based guidance. His work is essential reading for students, practitioners, and scholars seeking to understand the evolving frontier of human-technology interaction in service environments.