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It takes two to empower: Customer responses to empowerment recovery in the context of robot service failure Journal article
Yu, Jing (Jasper), Liu, Xiaoming (Rose), He, Mang, Huang, Liman (Mandy), Li, Jun (Justin). It takes two to empower: Customer responses to empowerment recovery in the context of robot service failure[J]. International Journal of Hospitality Management, 2024, 120, 103759.
Authors:  Yu, Jing (Jasper);  Liu, Xiaoming (Rose);  He, Mang;  Huang, Liman (Mandy);  Li, Jun (Justin)
Favorite | TC[WOS]:1 TC[Scopus]:1  IF:9.9/10.3 | Submit date：2024/05/16
Human-robot Interaction  Robot Service Recovery  Service Agent  Customer Empowerment  Service Robot  
Understanding customer multi-interactions, trust, social support and voluntary performance in smart restaurants Journal article
Jiao, Haoyue, Wong, Ip Kin Anthony, Lin, Zhiwei (CJ). Understanding customer multi-interactions, trust, social support and voluntary performance in smart restaurants[J]. Journal of Hospitality and Tourism Technology, 2024.
Authors:  Jiao, Haoyue;  Wong, Ip Kin Anthony;  Lin, Zhiwei (CJ)
Favorite | TC[WOS]:0 TC[Scopus]:0  IF:5.3/6.4 | Submit date：2024/08/05
Customer Interaction  Customer Voluntary Performance  Service Robot  Smart Restaurant  Social Exchange Theory  
STAGING PERSONALIZATION: A SERVICE DESIGN PERSPECTIVE Journal article
Lei, Soey Sut Ieng, Wang, Dan. STAGING PERSONALIZATION: A SERVICE DESIGN PERSPECTIVE[J]. Tourism Analysis, 2023, 28(3), 439-453.
Authors:  Lei, Soey Sut Ieng;  Wang, Dan
Favorite | TC[WOS]:0 TC[Scopus]:0  IF:1.4/1.9 | Submit date：2024/02/22
Hospitality  Hotel  Personalization  Personalized Customer Service  Service Design  
Can customer participation promote hospitality frontline employees’ extra-role service behavior? Journal article
Xu, Angela J., Zhu, Ting Ting, Loi, Raymond, Chow, Cheris W.C.. Can customer participation promote hospitality frontline employees’ extra-role service behavior?[J]. International Journal of Contemporary Hospitality Management, 2022, 35(1), 218-234.
Authors:  Xu, Angela J.;  Zhu, Ting Ting;  Loi, Raymond;  Chow, Cheris W.C.
Favorite | TC[WOS]:12 TC[Scopus]:12  IF:9.1/8.9 | Submit date：2023/02/08
Customer Participation  Extra-role Service Behavior  Negative Affect  Thriving  
Rise of the machines: towards a conceptual service-robot research framework for the hospitality and tourism industry Journal article
McCartney, Glenn, McCartney, Andrew. Rise of the machines: towards a conceptual service-robot research framework for the hospitality and tourism industry[J]. International Journal of Contemporary Hospitality Management, 2020, 13(12), 3835-3851.
Authors:  McCartney, Glenn;  McCartney, Andrew
Favorite | TC[WOS]:107 TC[Scopus]:123  IF:9.1/8.9 | Submit date：2022/06/06
Customer Acceptance And Experiences  Employee Acceptance And Experiences  Hospitality  Policy And Compliance  Service Robots (Srs)  
Customer Engagement and its Outcomes: The Cross-Level Effect of Service Environment and Brand Equity Journal article
Ou, Juanjuan, Wong, Ip Kin Anthony, Prentice, Catherine, Liu, Matthew Tingchi. Customer Engagement and its Outcomes: The Cross-Level Effect of Service Environment and Brand Equity[J]. Journal of Hospitality and Tourism Research, 2020, 44(2), 377-402.
Authors:  Ou, Juanjuan;  Wong, Ip Kin Anthony;  Prentice, Catherine;  Liu, Matthew Tingchi
Favorite | TC[WOS]:42 TC[Scopus]:51  IF:4.4/5.0 | Submit date：2021/12/06
Brand Equity  Casino  Customer Engagement  Impulsive Behavior  Loyalty  Service Environment  
Returning good for evil: A study of customer incivility and extra-role customer service Journal article
Zhu,Julie N.Y., Lam,Long W., Lai,Jennifer Y.M.. Returning good for evil: A study of customer incivility and extra-role customer service[J]. International Journal of Hospitality Management, 2019, 81, 65-72.
Authors:  Zhu,Julie N.Y.;  Lam,Long W.;  Lai,Jennifer Y.M.
Favorite | TC[WOS]:74 TC[Scopus]:84 | Submit date：2019/08/01
Customer Incivility  Extra-role Customer Service  Service Encounters  Work Engagement  
Customer engagement and its outcomes: The roles of service environment and brand equity Conference paper
Ou, J., Wong, A. I, Liu, T. C.. Customer engagement and its outcomes: The roles of service environment and brand equity[C], 2018.
Authors:  Ou, J.;  Wong, A. I;  Liu, T. C.
Favorite |  | Submit date：2022/06/07
customer engagement  impulsive behavior  loyalty  service environment  brand equity  
The Effect of Event Supportive Service Environment and Authenticity in the Quality-Value-Satisfaction Framework Journal article
Wong, IpKin Anthony, Ji, Mingjie, Liu, Matthew Tingchi. The Effect of Event Supportive Service Environment and Authenticity in the Quality-Value-Satisfaction Framework[J]. JOURNAL OF HOSPITALITY & TOURISM RESEARCH, 2018, 42(4), 563-586.
Authors:  Wong, IpKin Anthony;  Ji, Mingjie;  Liu, Matthew Tingchi
Favorite | TC[WOS]:30 TC[Scopus]:36  IF:4.4/5.0 | Submit date：2018/10/30
Festival  Service Environment  Authenticity  Program Quality  Perceived Value  Customer Satisfaction  
The Effect of Event Supportive Service Environment and Authenticity in the Quality–Value–Satisfaction Framework Journal article
Wong,Ip Kin Anthony, Ji,Mingjie, Liu,Matthew Tingchi. The Effect of Event Supportive Service Environment and Authenticity in the Quality–Value–Satisfaction Framework[J]. Journal of Hospitality and Tourism Research, 2018, 42(4), 563-586.
Authors:  Wong,Ip Kin Anthony;  Ji,Mingjie;  Liu,Matthew Tingchi
Favorite | TC[WOS]:30 TC[Scopus]:36 | Submit date：2019/08/15
Authenticity  Customer Satisfaction  Festival  Perceived Value  Program Quality  Service Environment