Xintong Yao
Papers
1
Total Citations
34
H-Index
1
About
Xintong Yao is a rising scholar in human-computer interaction and consumer behavior, whose research explores the psychological mechanisms driving user engagement with artificial intelligence. Her most-cited work, "Pathways linking expectations for AI chatbots to loyalty: A moderated mediation analysis" (2024, 34 citations), investigates how users' pre-interaction expectations shape their loyalty toward AI chatbots. By identifying key mediating factors—such as perceived usefulness and trust—and moderating variables like user expertise, Yao provides a nuanced framework for understanding why some chatbot interactions foster long-term commitment while others fail. This study has immediate implications for designers and marketers seeking to optimize AI-driven customer experiences. Though early in her career, Yao’s work signals a critical shift from studying AI as a tool to examining it as a relational partner. Her findings challenge simplistic views of user satisfaction, revealing that loyalty hinges on a delicate balance of anticipation, performance, and individual differences. As AI chatbots become ubiquitous in service contexts, Yao’s research offers essential guidance for building systems that not only meet but exceed user expectations, paving the way for more meaningful human-AI relationships.
Research Focus
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Top Papers
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