Kimmy Wa Chan
TitleCited byYear
Is customer participation in value creation a double-edged sword? Evidence from professional financial services across cultures
KW Chan, CK Yim, SSK Lam
Journal of marketing 74 (3), 48-64, 2010
7932010
Strengthening customer loyalty through intimacy and passion: Roles of customer–firm affection and customer–staff relationships in services
CK Yim, DK Tse, KW Chan
Journal of marketing research 45 (6), 741-756, 2008
4322008
Understanding consumer-to-consumer interactions in virtual communities: The salience of reciprocity
KW Chan, SY Li
Journal of Business Research 63 (9-10), 1033-1040, 2010
3782010
Do customers and employees enjoy service participation? Synergistic effects of self-and other-efficacy
CK Yim, KW Chan, SSK Lam
Journal of marketing 76 (6), 121-140, 2012
2102012
Multiple reference effects in service evaluations: Roles of alternative attractiveness and self-image congruity
CKB Yim, KW Chan, K Hung
Journal of Retailing 83 (1), 147-157, 2007
1562007
How can stressed employees deliver better customer service? The underlying self-regulation depletion mechanism
KW Chan, EW Wan
Journal of Marketing 76 (1), 119-137, 2012
1272012
Assessing celebrity endorsement effects in China: A consumer-celebrity relational approach
K Hung, KW Chan, HT Caleb
Journal of advertising research 51 (4), 608-623, 2011
1172011
Chi Kin (Bennett) Yim, and Simon SK Lam (2010),“Is Customer Participation in Value Creation a Double-Edged Sword? Evidence from Professional Financial Services Across Cultures,”
KW Chan
Journal of Marketing 74 (3), 48-64, 2010
802010
The trade-off of servicing empowerment on employees’ service performance: examining the underlying motivation and workload mechanisms
KW Chan, W Lam
Journal of the Academy of Marketing Science 39 (4), 609-628, 2011
742011
Justice-based service recovery expectations: measurement and antecedents
CKB Yim, FF Gu, KW Chan, KT David
Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior …, 2003
632003
Fostering customer ideation in crowdsourcing community: the role of peer-to-peer and peer-to-firm interactions
KW Chan, SY Li, JJ Zhu
Journal of Interactive Marketing 31, 42-62, 2015
242015
Service with emoticons: How customers interpret employee use of emoticons in online service encounters
X Li, KW Chan, S Kim
Journal of Consumer Research 45 (5), 973-987, 2018
142018
Do employee citizenship behaviors lead to customer citizenship behaviors? The roles of dual identification and service climate
KW Chan, T Gong, R Zhang, M Zhou
Journal of Service Research 20 (3), 259-274, 2017
82017
Hurting or helping? The effect of service agents’ workplace ostracism on customer service perceptions
EW Wan, KW Chan, RP Chen
Journal of the Academy of Marketing Science 44 (6), 746-769, 2016
52016
Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer—Firm Affection and Customer—Staff Relationships in Services
C Kin, DK Tse, KW Chan
Journal of marketing Research, 741-756, 2008
52008
Good to Be Novel? Understanding How Idea Feasibility Affects Idea Adoption Decision Making in Crowdsourcing
KW Chan, SY Li, JJ Zhu
Journal of Interactive Marketing 43, 52-68, 2018
22018
Strengthening customer loyalty through intimacy and passion: roles of customer-firm affection and customer-staff relationships in services
CK Yim, DK Tse, KW Chan
International Retail and Marketing Review 6 (1), 1-28, 2010
12010
An Investigation of Nonbeneficiary Reactions to Discretionary Preferential Treatments
KW Chan, CK Yim, T Gong
Journal of Service Research, 1094670519847294, 2019
2019
Customer Centricity and Customer Co-creation in Services: The Double-Edge Effects
BCK Yim, KW Chan, CH Tse, FF Leung
Handbook on Customer Centricity: Strategies for Building a Customer-Centric …, 2018
2018
Service unfairness is not good? the mediating roles of envy, benign envy, and boundary conditions
KW Chan, CK Yim
2012
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Articles 1–20