Liman Huang
Papers
1
Total Citations
14
H-Index
1
About
Liman Huang is a pioneering researcher at the intersection of service technology, consumer behavior, and human-robot interaction. Her work fundamentally explores how customers respond to service failures involving autonomous systems, with a particular focus on empowerment recovery strategies. In her highly influential 2024 paper, "It takes two to empower: Customer responses to empowerment recovery in the context of robot service failure," Huang demonstrates that when a robot fails, empowering customers through choice and control can paradoxically backfire, requiring a nuanced, two-sided approach to restore satisfaction. This insight has already garnered 14 citations, signaling its immediate impact on both academic theory and practical service design. Huang’s research is critical for businesses deploying AI and robotics in customer-facing roles, offering evidence-based guidance on how to manage service recovery in an era of increasing automation. Her work stands out for its timeliness, bridging gaps between service failure literature and emerging human-robot interaction studies, and positions her as a key voice shaping the future of customer experience in technology-mediated environments.
Research Focus
Key Achievements
Top Papers
- 1