The trade-off of servicing empowerment on employees’ service performance : examining the underlying motivation and workload mechanisms

von Chan, Kimmy Wa
Veröffentlicht in Academy of Marketing Science Journal of the Academy of Marketing Science (2011)

How can stressed employees deliver better customer service? : the underlying self-regulation depletion mechanism

von Chan, Kimmy Wa
Veröffentlicht in Journal of marketing (2012)

Understanding consumer-to-consumer interactions in virtual communities : the salience of reciprocity

von Chan, Kimmy Wa
Veröffentlicht in Journal of business research (2010)

Multiple reference effects in service evaluations: roles of alternative attractiveness and self-image congruity

von Yim, Chi Kin
Veröffentlicht in Journal of retailing (2007)

Assessing celebrity endorsement effects in China : a consumer-celebrity relational approach

von Hung, Kineta
Veröffentlicht in Journal of advertising research (2011)

Demystifying the impact of customer participation on citizenship behaviors through interpersonal attraction and its contingencies

von Chan, Kimmy Wa
Veröffentlicht in Journal of business research (2022)

Do employee citizenship behaviors lead to customer citizenship behaviors? : the roles of dual identification and service climate

von Chan, Kimmy Wa
Veröffentlicht in Journal of service research (2017)

Hurting or helping? The effect of service agents' workplace ostracism on customer service perceptions

von Wan, Echo Wen
Veröffentlicht in Academy of Marketing Science Journal of the Academy of Marketing Science (2016)

How firms can create delightful customer experience? : contrasting roles of future reward uncertainty

von Zou, Lili Wenli
Veröffentlicht in Journal of business research (2022)

Strengthening customer loyalty through intimacy and passion : roles of customer-firm affection and customer-staff relationships in services

von Yim, Chi-kin
Veröffentlicht in Journal of marketing research (2008)

Good to be novel? : understanding how idea feasibility affects idea adoption decision making in crowdsourcing

von Chan, Kimmy Wa
Veröffentlicht in Journal of interactive marketing (2018)

Fostering customer ideation in crowdsourcing community : the role of peer-to-peer and peer-to-firm interactions

von Chan, Kimmy Wa
Veröffentlicht in Journal of interactive marketing (2015)

Do customers and employees enjoy service participation? : synergistic effects of self- and other-efficacy

von Yim, Chi-kin
Veröffentlicht in Journal of marketing (2012)

Is customer participation in value creation a double-edged sword? : evidence from professional financial services across cultures

von Chan, Kimmy Wa
Veröffentlicht in Journal of marketing (2010)

Detrimental effects of anthropomorphism on the perceived physical safety of artificial agents in dangerous situations

von Li, Xueni
Veröffentlicht in International journal of research in marketing (2023)