Xiaoming Liu

University of Macau, City University of Macau

Papers

Total Citations

H-Index

About

Xiaoming Liu is an emerging researcher whose work sits at the cutting edge of service robotics, consumer behavior, and service recovery. Specializing in human-robot interaction within hospitality and service contexts, Liu explores how the increasing deployment of robotic technologies reshapes customer experiences, particularly when things go wrong. Their most notable contribution, "It Takes Two to Empower," examines how empowerment-based recovery strategies influence customer responses following robot service failures, accumulating 14 citations since its 2024 publication and offering valuable insights for service managers navigating the complexities of automated customer interactions. A companion study investigates whether a robot's physical presence meaningfully affects customer satisfaction in post-failure scenarios, further enriching our understanding of embodiment and perceived agency in robotic service delivery. Together, these works position Liu as a thoughtful voice in the rapidly evolving conversation about technology-mediated service encounters. As AI and robotics become increasingly embedded in everyday service environments, Liu's research provides both theoretical grounding and practical guidance for businesses striving to maintain customer trust and loyalty in an automated world.