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About

Vinh Nhat Lu is a leading scholar in service innovation, with a primary focus on the transformative role of service robots and artificial intelligence in frontline service delivery. His seminal work, “Brave new world: service robots in the frontline” (2018), has garnered over 2,080 citations, establishing a foundational framework for understanding how robotics and AI are reshaping customer-employee interactions. This paper is widely credited with sparking a new wave of research on service automation and its implications for both customers and employees. Lu further advanced this field through his systematic review, “Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?” (2020), which synthesized existing knowledge and identified critical research directions, earning over 540 citations. His contributions have been instrumental in bridging the gap between technology adoption and service management, influencing both academic inquiry and practical strategies for integrating robots into service environments. Lu’s work continues to guide researchers and practitioners navigating the evolving landscape of intelligent service systems.