Tanya Prasad
Papers
1
Total Citations
12
H-Index
1
About
Tanya Prasad is a rising scholar at the intersection of service technology, consumer behavior, and human-robot interaction. Her research investigates how social robots can effectively serve customers in organizational frontlines, particularly during labor shortages. In her most-cited work, "What’s Best for Customers: Empathetic Versus Solution-Oriented Service Robots" (2023, 12 citations), Prasad examines whether robots should prioritize emotional connection or task efficiency when interacting with consumers. This study challenges conventional assumptions about robotic service design, revealing nuanced customer preferences for cognitive versus affective support. Her contributions advance understanding of how firms can deploy service robots that balance empathy with problem-solving, a critical insight as automation reshapes customer service. Though early in her career, Prasad’s work has already influenced discussions on robot etiquette and frontline service design. She is recognized for bridging robotics and marketing, offering practical guidance for organizations navigating the integration of social robots into customer-facing roles. Her research continues to explore how technology can enhance, rather than replace, meaningful human experiences in service encounters.
Research Focus
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Top Papers
- 1