Bing Han

Partners or Opponents? How Mindset Shapes Consumers’ Attitude Toward Anthropomorphic Artificial Intelligence Service Robots

Bing Han, Xun Deng, Hua Fan · Journal of Service Research · 2023 · 64 citations

Artificial Intelligence, Behavioral Decision Making, Social Psychology +19

(Im)Balanced customer-oriented behaviors and AI chatbots' Efficiency–Flexibility performance: The moderating role of customers’ rational choices

Hua Fan, Bing Han, Wei Gao · Journal of Retailing and Consumer Services · 2022 · 62 citations

Customer Experience, Customer Satisfaction, Online Customer Behavior +12

How AI chatbots have reshaped the frontline interface in China: examining the role of sales–service ambidexterity and the personalization–privacy paradox

Hua Fan, Bing Han, Wei Gao et al. · International Journal of Emerging Markets · 2022 · 48 citations

Artificial Intelligence, Customer Satisfaction, Customer Experience +26

How does (im)balanced acceptance of robots between customers and frontline employees affect hotels’ service quality?

Hua Fan, Wei Gao, Bing Han · Computers in Human Behavior · 2022 · 44 citations

Customer Satisfaction, Service Quality, Service Research +10

Are AI chatbots a cure-all? The relative effectiveness of chatbot ambidexterity in crafting hedonic and cognitive smart experiences

Hua Fan, Wei Gao, Bing Han · Journal of Business Research · 2022 · 44 citations

Cognitive Science, Engineering, Chatbot +14