Kimmy Wa Chan
Cited by
Cited by
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
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
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
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
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
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, 2019
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
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
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, 609-628, 2011
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
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
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 (1), 42-62, 2015
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
What feedback matters? The role of experience in motivating crowdsourcing innovation
KW Chan, SY Li, J Ni, JJJ Zhu
Production and Operations Management 30 (1), 103-126, 2021
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, 746-769, 2016
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 (1), 52-68, 2018
An investigation of nonbeneficiary reactions to discretionary preferential treatments
KW Chan, CK Yim, T Gong
Journal of Service Research 22 (4), 371-387, 2019
Yim (Bennett), CK Yim, & Lam, SSK (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), 48-54, 0
Demystifying the impact of customer participation on citizenship behaviors through interpersonal attraction and its contingencies
KW Chan, T Gong, P Sharma, C Chu
Journal of Business Research 150, 297-310, 2022
10. Customer centricity and customer co-creation in services: the double-edged effects
CKB Yim, KW Chan, HT Caleb, FF Leung
Handbook on customer centricity: Strategies for building a customer-centric …, 2019
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