Citation Impact
Citing Papers
How artificial intelligence will change the future of marketing
2019 Standout
Understanding anthropomorphism in service provision: a meta-analysis of physical robots, chatbots, and other AI
2021 Standout
Operations management research in the hospitality industry
1998
Can Customer Satisfaction and Dissatisfaction Coexist? An Issue of Telecommunication Service in China
2013
Exploring the Impact of Social Axioms on Firm Reputation: A Stakeholder Perspective
2016
Understanding Customer Experience Throughout the Customer Journey
2016 Standout
Enhancing resilience in the Covid-19 crisis: lessons from human resource management practices in Vietnam
2021 Standout
The mediation effect of customer satisfaction in the relationship between service quality, service orientation, and marketing mix strategy to customer loyalty
2018 Standout
Judging the Book by Its Cover? how Consumers Decode Conspicuous Consumption Cues in Buyer–Seller Relationships
2013
Embarrassed customers: the dark side of receiving help from others
2017
Service Innovation in Hong Kong: Attitudes and Practice
1998
Motivations and Goals of Slow Tourism
2014 Standout
Hospitality teams: Knowledge sharing and service innovation performance
2008
Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness
2014 Standout
Moderator and mediator effects in hospitality research
2011
Perceived innovativeness of drone food delivery services and its impacts on attitude and behavioral intentions: The moderating role of gender and age
2019 Standout
Bibliometric studies in tourism
2016 Standout
Assessing equivalence of hotel brand equity measures in cross-cultural contexts
2013
It's Closing Time: Territorial Behaviors from Customers in Response to Front Line Employees
2013
Meta‐analysis and traditional systematic literature reviews—What, why, when, where, and how?
2022 Standout
A review of innovation research in tourism
2009 Standout
Do ongoing relationships buffer the effects of service recovery on customers' trust and loyalty?
2012
A systematic review of research on innovation in hospitality and tourism
2016 Standout
Hospitality marketing research
1998
Regulatory fit: A meta‐analytic synthesis
2013
Domo Arigato Mr. Roboto
2016 Standout
Humanizing brands: When brands seem to be like me, part of me, and in a relationship with me
2017
How gamification marketing activities motivate desirable consumer behaviors: Focusing on the role of brand love
2018 Standout
Do you get tired of socializing? An empirical explanation of discontinuous usage behaviour in social network services
2016 Standout
Exploring the relationship between big data analytics capability and competitive performance: The mediating roles of dynamic and operational capabilities
2019 Standout
Knowledge sharing in online health communities: A social exchange theory perspective
2016
Key factors maximizing art museum visitors’ satisfaction, commitment, and post-purchase intentions
2017
Exploring the national and organizational culture mix in service firms
2009
Small details that make big differences
2014
Works of Lisa C. Wan being referenced
Innovation in the UK food-service industry.
1992
Culture's impact on consumer complaining responses to embarrassing service failure
2011
Dual Influences of Moderating Variables in the Dissatisfaction Process: Theory and Evidence
2009
When will customers care about service failures that happened to strangers? The role of personal similarity and regulatory focus and its implication on service evaluation
2010
The Contrasting Effects of Culture on Consumer Tolerance: Interpersonal Face and Impersonal Fate
2009
The Effects of Image Congruence and Self-Monitoring on Product Evaluations: A Comparison Between Genuine and Counterfeit Products
2012
The Role of Relationship Norms in Responses to Service Failures
2011
Consumer Responses to Service Failures: A Resource Preference Model of Cultural Influences
2008