Service Technology: Sculpting Hospitality Interactions and Future Experiences

Prof. Lu LU
Associate Professor, Arthur F. McGonigle Research Fellow
Temple University

Date: 28 March 2024 (Thursday)
Time: 10:30 am to 12:00 pm
Venue: E22-G015
Host: Prof. Huiling HUANG, Assistant Professor in Integrated Resort and Tourism Management


Hospitality thrives on creating micro-experiences through service interactions. In recent years, service technology has paved the way to become a new actor in the hospitality service environment, shaping consumption experiences, and perceptions and behavior of both consumers and employees. Unpacking the micro-dynamics of service interactions, hospitality research provides critical insights into future business strategies that address emerging needs and challenges. This seminar presents a series of research projects diversifying our understanding of how the integration of service technology (e.g., self-service technology and AI robots) and tech-enabled strategies (i.e., gamification) transform conventional service interactions, offering fresh perspectives on consumer behavior and the future of hybrid intelligence through human-technology collaboration. These insights aim to cultivate effective strategies, fostering innovation and positive experiences in the ever-evolving landscape of hospitality interactions, driven technology-enabled service actors.



Lu Lu is a tenured Associate Professor and Arthur F. McGonigle Research Fellow in the School of Sport, Tourism and Hospitality Management at Temple University. Her research primarily focuses on service interactions and marketing and food & beverage decision-making. Much of Lu’s research examines technology-enabled service interactions (e.g., self-service technology and AI robots), dining behavior, and food/wine purchases. Lu serves as Associate Editor of the Journal of Hospitality & Tourism Research and the Journal of Hospitality and Tourism Technology and serves on the editorial board of numerous prestigious hospitality and tourism journals. Lu’s research has won multiple awards and often appears in leading journals, including the International Journal of Hospitality Management, Journal of Hospitality & Tourism Research, International Journal of Contemporary Hospitality Management, Tourism Management, Journal of Hospitality Marketing & Management, Cornell Hospitality Quarterly, Journal of Business Research, and more.

 All are welcome!