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The service-profit chain : a review and extension

Yee, Rachel W. Y.; Yeung, Andy C. L.; Cheng, T. C. E.; … - In: Total quality management & business excellence : an … 20 (2009) 5/6, pp. 617-632

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Environmental governance of enterprises and their economic upshot through corporate reputation and customer satisfaction

Tang, Ailie K. Y.; Lai, Kee-hung; Cheng, T. C. E. - In: Business strategy and the environment 21 (2012) 6, pp. 401-411

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How is employee perception of organizational efforts in corporate social responsibility related to their satisfaction and loyaltiy towards developing hamonious society in Chinese e...

Zhu, Qinghua; Hang, Yin; Liu, Junjun; Lai, Kee-hung - In: Corporate social responsibility and environmental management 21 (2014) 1, pp. 28-40

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Examining the influence of organizational capability in innovative business operations and the mediation of profitability on customer satisfaction : an application in intermodal tr...

Lun, Y. H. Venus; Shang, Kuo Chung; Lai, Kee-hung; … - In: International journal of production economics 171 (2016), pp. 179-188

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Environmental audits and third party certification of management practices : firms' motives, audit orientations, and satisfaction with certification

Prajogo, Daniel; Castka, Pavel; Yiu, Daphne; Yeung, … - In: International journal of auditing : IJA 20 (2016) 2, pp. 202-210

Persistent link: https://www.econbiz.de/10011532653

Effects of emotional attachment on mobile health-monitoring service usage : an affect transfer perspective

Zhang, Xiaofei; Guo, Xitong; Ho, Shuk Ying; Lai, Kee-hung; … - In: Information & management : the internat. journal of … 58 (2021) 2, pp. 1-13

Persistent link: https://www.econbiz.de/10012494917

From offline healthcare to online health services : the role of offline healthcare satisfaction and habits

Zhang, Xiaofei; Guo, Xitong; Lai, Kee-hung; Yin, Chunxiao; … - In: Journal of electronic commerce research : JECR 18 (2017) 2, pp. 138-154

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High-contact services of the transient and high-uncertainty type: managing customer experience

Yee, Rachel W.Y.; Choi, Thomas Y.; Yeung, Andy C.L.; … - In: Industrial Management & Data Systems 122 (2022) 3, pp. 752-773

Purpose Many small-to-medium sized service shops (e.g. jewelry shops, fine-dining restaurants etc.) operate in a unique service environment. They often face customers in transit (i.e. transient delivery) and with minimal information of their preferences (i.e. high uncertainty). This study...

Persistent link: https://www.econbiz.de/10014825947