WU Cheng-zhong

University of International Business and Economics

Papers

Total Citations

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About

WU Cheng-zhong is a pioneering researcher at the intersection of service robotics, consumer behavior, and experiential marketing. His work investigates how robotic gastronomic experiences reshape customer value, delight, and loyalty in service-robot restaurants—a rapidly evolving domain at the forefront of hospitality innovation. His most-cited paper, "The Impact of Robotic Gastronomic Experiences on Customer Value, Delight and Loyalty in Service-Robot Restaurants" (2024), has already garnered 15 citations, signaling its timely influence on both academic discourse and industry practice. By empirically linking robotic service encounters to emotional and behavioral outcomes, WU provides critical insights for designing human-robot interactions that enhance customer satisfaction and brand loyalty. His research bridges the gap between technological adoption and consumer psychology, offering actionable frameworks for service providers navigating the automation era. WU’s contributions are particularly notable for their practical relevance, helping stakeholders understand not just if robots can serve, but how they can delight. As the field of service robotics expands, his work stands as a foundational reference for scholars and practitioners alike.