Department of Marketing

About the School

Academic Departments


Professor, Department of Marketing

Academic & Professional Qualifications


Research Interests

Services Marketing, Customer Relationship Management

  • Chan, W., Li, W. Y., Ni, J., & Zhu, J. (2020). What Feedback Matters? The Role of Experience in Motivating Crowdsourcing Innovation. Production and Operations Management.
  • Li, X., Chan, K., & Kim, S. (2019). Service with Emoticons: How Customers Interpret Employee Use of Emoticons in Online Service Encounters. Journal of Consumer Research, 45(5), 973-987.
  • Chan, K., Yim, C., & Gong, T. (2019). An Investigation of Nonbeneficiary Reactions to Discretionary Preferential Treatments. Journal of Service Research, 22(4), 371-387.
  • Chan, K., Li, Y. S., & Zhu, J. J. (2018). Good to Be Novel? Understanding How Idea Feasibility Affects Idea Adoption Decision Making in Crowdsourcing. Journal of Interactive Marketing, 43, 52-68.
  • Chan, K., Gong, T., Zhang, R., & Zhou, M. (2017). Do Employee Citizenship Behaviors Lead to Customer Citizenship Behaviors? The Roles of Dual Identification and Service Climate. Journal of Service Research, 20(3), 259-274.
  • Wan, E., Chan, K., & Chen, P. (2016). Hurting or helping? The effect of service agents' workplace ostracism on customer service perceptions. Journal of The Academy of Marketing Science, 44(6), 746 - 769.
  • Chan, K., Li, S., & Zhu, J. (2015). Fostering Customer Ideation in Crowdsourcing Communities: The Role of Online Interactions with Peers and Firm. Journal of Interactive Marketing, 31, 42-62.
  • Yim, C., Chan, K., & Lam, Simon K. (2012). Do Customers and Employees Enjoy Service Participation? Synergistic Effects of Self- and Other-Efficacy. Journal of Marketing, 76(6), 121-140.
  • Chan, K., & Wan, E. (2012). How Can Stressed Employees Deliver Better Customer Service? The Underlying Self-Regulation Depletion Mechanism. Journal of Marketing, 76(1), 119-137.
  • Hung, K., Chan, K., & Tse, C. (2011). Assessing Celebrity Endorsement Effects in China: A Consumer-Celebrity Relational Approach. Journal of Advertising Research, 51(4), 608-623.
  • Chan, K., & Lam, W. (2011). The Trade-off of Servicing Empowerment: Examining the Roles of Motivation and Workload Mechanisms. Journal of The Academy of Marketing Science, 39(4), 609-628.
  • Chan, K., Yim, C., & Lam, Simon S. K. (2010). Is Customer Participation in Value Creation a Double-Edged Sword? Evidence from Professional Financial Services Across Cultures. Journal of Marketing, 74(3), 48-64.
  • Chan, K., & Li, S. (2010). Understanding Customer-to-Customer Interactions in Virtual Communities: The Salience of Reciprocity. Journal of Business Research, 63(9/10), 1033-1040.
  • Yim, C., Tse, K. D., & Chan, K. (2008). Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Love and Customer-Staff Relations in Services. Journal of Marketing Research, 45(6), 741-756.
  • Yim, C., Chan, K., & Hung, K. (2007). Multiple Reference Effects in Service Evaluations: Role of Alternative Attractiveness and Self-Image Congruity. Journal of Retailing, 83(1), 147-157.
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