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Browsing "Faculty of Business and Economics (HKU Business School)" by Author chan, kw
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Showing results 1 to 17 of 17
Title
Author(s)
Issue Date
An Investigation of Nonbeneficiary Reactions to Discretionary Preferential Treatments
Journal:
Journal of Service Research
Chan, KW
Yim, CKB
Gong, T
2019
Can I do it? Can you do it? Roles of self-efficacy and other-efficacy of customers and employees in service participation
Proceeding/Conference:
INFORMS Marketing Science Conference
Yim, BCK
Chan, KW
Lam, SSK
2011
Customer Centricity and Customer Co-creation in Services: The Double-Edged Effects
Book:
Handbook on Customer Centricity: Strategies for Building a Customer-Centric Organization
Yim, CKB
Chan, KW
Tse, CH
Leung, FF
2019
Do Customers and Employees Enjoy Service Participation? Synergic Effects of Self- and Other-Efficacy
Journal:
Journal of Marketing
Yim, BCK
Chan, KW
Lam, SSK
2012
Does workplace ostracism hurt service agents' value coproduction with customers? A differential sources and needs explanation
Proceeding/Conference:
Annnual Conference of the European Marketing Academy, EMAC 2015
Wan, WE
Chan, KW
Chen, PR
2015
How can stressed employees deliver better customer service? The underlying self-regulation depletion mechanism
Journal:
Journal of Marketing
Chan, KW
Wan, EW
2012
How customers react to service unfairness? Moderating roles of interpersonal similarities on experience of envy and benign envy
Proceeding/Conference:
2013 Frontiers in Service Conference Proceedings
Chan, KW
Yim, BCK
2013
How Firms Can Create Delightful Customer Experience? Contrasting Roles of Future Reward Uncertainty
Journal:
Journal of Business Research
Zou, LW
Yim, BCK
Chan, KW
2022
Hurting or helping? The effect of service agents’ workplace ostracism on customer service perceptions
Journal:
Journal of the Academy of Marketing Science
Wan, WE
Chan, KW
Chen, RP
2016
Is customer participation in value creation a double-edged sword? evidence from professional financial services across cultures
Journal:
Journal of Marketing
Chan, KW
Yim, CK
Lam, SSK
2010
Is Discretionary Preferential Treatment Bad to Nonbeneficiaries? The Emotional Pathways of Envy and Boundary Conditions
Proceeding/Conference:
2018 SERVSIG Conference
Chan, KW
Yim, BCK
Gong, T
2018
Justice-based Service Recovery Expectations: Measurement and Antecedents
Journal:
Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior
Yim, CKB
Gu, FF
Chan, KW
Tse, DK
2003
Multiple reference effects in service evaluations: Roles of alternative attractiveness and self-image congruity
Journal:
Journal of Retailing
Yim, CK(B)
Chan, KW
Hung, K
2007
Service with a virtual smile: how customers decode emoticons in online service encounter
Proceeding/Conference:
Annual Frontiers in Service Conference
Chan, KW
Li, XS
Kim, S
2016
Service with Emoticons: How Customers Interpret Employee Use of Emoticons in Online Service Encounters
Journal:
Journal of Consumer Research
Li, XS
Chan, KW
Kim, S
2019
Service-Sales Ambidexterity: A Multi-Level Analysis on the Underlying Processes of Its Influences on Satisfaction and Performance Outcomes for Employees and Customers
Proceeding/Conference:
Frontiers in Service Conference
Yim, BCK
Zou, LW
Chan, KW
2018
Strengthening customer loyalty through intimacy and passion: Roles of customer-firm affection and customer-staff relationships in services
Journal:
Journal of Marketing Research
Yim, CK
Tse, DK
Chan, KW
2008
