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Can Tech Spend Shield Hotel Performance in Volatile Markets?

Innovation & Technology

Choi, Sungwoo（崔成宇） • Choi, Sungwoo（崔成宇） • • 5 mins read

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

Are Service Robots Suitable for All Brands?

Consumer Behaviour Innovation & Technology

Choi, Sungwoo（崔成宇） • Choi, Sungwoo（崔成宇） • • 7 mins read

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

Can Robots Be Used to Obtain Honest Customer Feedback?

Consumer Behaviour Innovation & Technology

Wan, Lisa C.（尹振英）, Choi, Sungwoo（崔成宇） • Wan, Lisa C.（尹振英） • Choi, Sungwoo（崔成宇） • • 9 mins read

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

How ‘Human’ Should Robots Be?

Consumer Behaviour Innovation & Technology

Choi, Sungwoo（崔成宇） • Choi, Sungwoo（崔成宇） • • 8 mins read

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

How Should a Robot Talk to a Customer?

Consumer Behaviour Innovation & Technology Marketing

Choi, Sungwoo（崔成宇） • Choi, Sungwoo（崔成宇） • • 5 mins read

Research reveals consumers prefer straightforward and clear direction in service encounters

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