| 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 | 1446 | 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 | 779 | 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 | 582 | 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 | 455 | 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 | 266 | 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 | 244 | 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 | 232 | 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 | 219 | 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 | 133 | 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 | 113 | 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 | 93 | 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 | 90 | 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 | 88 | 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 | 56 | 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 | 36 | 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 | 30 | 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 | 19 | 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 | 18 | |
| 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 | 11 | 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 | 8 | 2019 |
