Substituting humans in the service industry could backfire without adequate reasoning, a new study finds By Putro Harnowo, Senior Content Manager, China Business Knowledge @ CUHK Automation is the backbone of modern industry. It streamlines processes, enhances efficiency, drives innovation, and even starts preparing and serving food for humans. International restaurants have deployed robot chefs, […]

New study delves deeper to find why consumers feel better if algorithms, instead of humans, offer the best rate By Pan Jingyi, Principal Writer, China Business Knowledge@CUHK Have you ever booked a hotel room or a flight ticket at what you thought was the cheapest price, only to find a lower one the next day? […]

Study finds that the benefits of investment in information technology were significantly reduced during the pandemic

From surging inflation to the conflict in Ukraine, for many people doing business in 2022 was probably fraught with a high degree of uncertainty. To illuminate the way ahead, here are this year’s 10 most popular articles, featuring our cutting edge research and expert insights

CUHK research finds that brands that seek to project a sincere and conservative personality may not benefit from using frontline service robots

CUHK research collaboration with leading robotics pioneer and Hong Kong hotel suggests service robots can provide help hospitality operators gauge customer satisfaction

Hotel guests like interaction with devices that look and sound like them, but they can spark displeasure after service failures, new CUHK study shows

Research reveals consumers prefer straightforward and clear direction in service encounters