Grace Phang Ing

Papers

Total Citations

H-Index

About

Grace Phang Ing is a leading voice in hospitality technology research, focusing on how service robots reshape customer perceptions and behavioral intentions. Her most cited work, "Wow It’s a Robot! Customer-Motivated Innovativeness, Hotel Image, and Intention to Stay at Chinese Hotels" (2022, 13 citations), applies the Diffusion of Innovation Theory to reveal how three dimensions of consumer-motivated innovativeness—functional, hedonic, and social—drive hotel image and guests’ willingness to stay at robot-integrated properties in China. This study provides critical insights for hoteliers navigating the adoption of AI-driven service staff. Beyond this flagship paper, Ing’s research portfolio explores the intersection of technology adoption, customer experience, and service innovation in hospitality. Her work has been cited by scholars examining robotic applications in tourism and has practical implications for hotel marketing strategies. By bridging consumer psychology with emerging technologies, Grace Phang Ing offers a timely framework for understanding how innovativeness influences guest loyalty in an increasingly automated hospitality landscape.