Yiling WANG
Papers
1
Total Citations
2
H-Index
1
About
Yiling Wang is an emerging scholar at the intersection of service robotics, consumer behavior, and hospitality management. Her research critically examines how automation reshapes customer experiences, with a particular focus on the nuanced role of service providers in technology-mediated interactions. Wang’s most-cited work, “Do Robots Perfectly Replace Humans? Examining the Impact of Service Provider Role on Customer Satisfaction in the Restaurant Industry” (2025), challenges the assumption that robotic service is universally superior, revealing that customer satisfaction hinges on the specific role the robot plays—whether as a replacement or complement to human staff. This study, already garnering early citations, signals her growing influence in the debate on AI’s social implications. Wang’s contributions bridge theoretical frameworks from psychology and service design, offering actionable insights for industries navigating automation. Her work is particularly notable for its practical relevance to the restaurant sector, where she highlights the importance of preserving human touchpoints to maintain customer loyalty. As an early-career researcher, Wang is poised to shape future discourse on responsible AI deployment in service contexts, making her a compelling voice for students and practitioners exploring the human side of technological innovation.
Research Focus
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Top Papers
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