Kevin Kam Fung So

Oklahoma State University, Purdue University West Lafayette

Papers

Total Citations

396

H-Index

About

Kevin Kam Fung So is a leading scholar at the forefront of service technology and hospitality innovation. His research primarily explores the intersection of artificial intelligence, robotics, and consumer behavior, with a particular focus on how humans interact with service robots in hospitality and tourism contexts. Dr. So’s most influential work, “Service robots: Applying social exchange theory to better understand human–robot interactions” (2022), has garnered 290 citations, establishing a foundational framework for understanding the psychological mechanisms driving consumer acceptance of robotic services. He further advanced this field by examining the dynamic effects of anthropomorphism and functional perceptions on consumer trust and responses (2023, 83 citations), revealing how robot design features evolve in their influence over time. His recent investigation into consumers’ receptivity to unmanned smart hotels (2024, 23 citations) addresses the critical question of how the hospitality industry can successfully implement fully automated, AI-driven service environments. Through rigorous theoretical development and empirical testing, Dr. So has become a pivotal voice in shaping our understanding of the human-robot service encounter, providing essential insights for both academics and practitioners navigating the technological transformation of the service economy.