Yanya Ruan
Papers
1
Total Citations
202
H-Index
1
About
Dr. Yanya Ruan is a leading scholar at the intersection of artificial intelligence, service marketing, and consumer behavior. Her research primarily investigates how AI chatbots and service robots interact with human employees and customers in digital commerce, with a particular focus on online shopping assistance and customer satisfaction. Dr. Ruan’s most influential work, cited over 200 times, examines when AI chatbots outperform human frontline employees in online shopping contexts, revealing that product attribute type—whether experiential or functional—critically determines customer responses. This groundbreaking contribution has reshaped how businesses design customer service strategies, demonstrating that AI is not universally superior but context-dependent. Her research provides actionable insights for firms deploying conversational agents, balancing automation with human touch. Dr. Ruan’s work is widely recognized for bridging theoretical frameworks with practical implications, making her a pivotal voice in the evolving discourse on human-AI collaboration in service environments. Her findings continue to influence both academic research and industry practice, guiding the optimal integration of AI in customer-facing roles.
Research Focus
Key Achievements
Top Papers
- 1