报 告 人：万翔 （俄亥俄州立大学菲舍尔商学院教授）

报告时间：2024年6月12日（周五）10：30-11：30

报告地点：劝学楼220室

          腾讯会议：953-3947-3789

主办单位：东北财经大学公共管理学院

【报告摘要】

This study examines the influence of an artificial intelligence (AI) application – facial recognition technology at airports – on both on-time performance (an objective service quality) and passenger sentiment (a subjective service quality). We exploit the first terminal-wide implementation of facial recognition in the U.S. and examine its impact on both objective and subjective measures of service quality. For objective service quality, our analysis of flight on-time status data reveals a reduction in departure delays and arrival delays but no increase in early departures or early arrivals. Interestingly, the improvement in on-time performance is smaller for flights to destinations in Asia and Africa with fewer non-white passengers, and greater for flights with larger seat capacity. For subjective service quality, we apply topic models and sentimental analyses of Twitter data, and find that overall passenger sentiment decreases after the launch of facial recognition, contrary to the improvement in the objective service quality: the on-time performance. A deeper investigation uncovers that privacy concerns emerge as a latent theme in passenger tweets, whereas the theme of convenience does not significantly increase after the launch of facial recognition. Taken together, these observations demonstrate that improved objective service quality does not always translate into positive consumer sentiment. These findings offer valuable insights for airlines, airport managers, and policymakers in the air transportation industry who are considering implementing curb-to-gate biometric terminals.

本研究探讨了人工智能（AI）应用——机场人脸识别技术对准点率（客观服务质量）和乘客情绪（主观服务质量）的影响。以美国在终端范围内实现人脸识别技术为例，从主客观因素考察其对服务质量的影响。在客观方面，通过对航班准时性数据的分析，发现人脸识别技术的应用减少了起飞与到达的延误，但并未增加提前起飞和提前到达的情况。有趣的是，对于飞往亚洲和非洲等非白人乘客较少地区的航班，准点率改善幅度较小，而对座位容量较大的航班则改进较大。在主观方面，通过运用主题模型和Twitter数据情感分析技术，发现人脸识别技术推出后，尽管客观服务质量有所提升，乘客的整体情绪却有所下降。进一步调查发现，隐私顾虑是乘客推文中的一个潜在主题，而有关便利性的主题在人脸识别技术推出后并未显著增加。综合而言，客观服务质量的提升并不能全部转化为消费者的积极情绪。这为航空公司、机场管理者以及航空运输业决策者关于生物识别技术引入问题提供了有益参考。

【报告人简介】

Dr. Xiang(Sean) Wan is a professor in the Department of Marketing and Logistics at Fisher College of Business, The Ohio State University. Prior to this role, he held faculty positions at the University of Tennessee and Marquette University.

Dr. Wan earned his Ph.D. in Business Administration with a major in Supply Chain Management from the Robert H. Smith School of Business at the University of Maryland. During his doctoral program, he received Top 15% Teaching Awards in 2009 and 2010 at the Robert H. Smith School of Business as well as the Krowe Award for Teaching Excellence in 2010 and the Allan N. Nash Award for outstanding doctoral student in 2011.

Dr. Wan’s research interests include product and service variety management, order fulfillment, and innovative technology. His research work has been published in highly recognized journals including Manufacturing and Service Operations Management, Strategic Management Journal, Production and Operations Management, Journal of Operations Management, Decision Sciences Journal, and Journal of Business Logistics, among others.

Dr. Wan’s research has made significant impacts in academia and industry. He received the Doctoral Dissertation Award from the Council of Supply Chain Management Professionals in 2012. Additionally, his research has been cited and discussed in practitioner articles, including “SKU Proliferation: Too Much or Not Enough?” published at Deloitte University Press and “A Key To Entrepreneurial Success: Stick To What You Know” published at Forbes.

Furthermore, an article from the Wall Street Journal recognized Dr. Wan as one of "12 Academic Experts [Who] Make Sense of Consumer-Centric Big Data with Adaptive Analytics."

万翔，俄亥俄州立大学菲舍尔商学院教授，曾任教于美国田纳西大学和马凯特大学，于美国马里兰大学获得博士学位。攻读博士学位期间，多次获得了Top 15% 和Krowe Award 教学奖，并且获得了Allan N. Nash Award杰出博士毕业生奖。主要研究方向包括产品和服务多样性、库存管理，及供应链协调，科研成果多次发表于Manufacturing and Service Operations Management，Strategic Management Journal，Production and Operations Management，Journal of Operations Management，Decision Sciences Journal，Journal of Business Logistics等国际期刊。其论文于2012年获得了Doctoral Dissertation Award from the Council of Supply Chain Management Professionals，并且在Deloitte University Press 和Forbes上引用和讨论。此外，the Wall Street Journal一篇文章将万教授列为"12 Academic Experts [Who] Make Sense of Consumer-Centric Big Data with Adaptive Analytics."之一。