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Hurting or helping? The effect of service agents' workplace ostracism on customer service perceptions
Wan, Echo Wen; Chan, Kimmy Wa; Chen, Rocky Peng - In: Journal of the Academy of Marketing Science 44 (2016) 6, pp. 746-769
Persistent link: https://www.econbiz.de/10011614103
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Strengthening customer loyalty through intimacy and passion : roles of customer-firm affection and customer-staff relationships in services
Yim, Chi-kin; Tse, David K.; Chan, Kimmy Wa - In: Journal of marketing research : JMR 45 (2008) 6, pp. 741-756
Persistent link: https://www.econbiz.de/10003794574
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Multiple reference effects in service evaluations: roles of alternative attractiveness and self-image congruity
Yim, Chi Kin; Chan, Kimmy Wa; Hung, Kineta - In: Journal of retailing 83 (2007) 1, pp. 147-157
Persistent link: https://www.econbiz.de/10003438302
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Do employee citizenship behaviors lead to customer citizenship behaviors? : the roles of dual identification and service climate
Chan, Kimmy Wa; Gong, Taeshik; Zhang, Ruixue; Zhou, Mingjian - In: Journal of service research : JSR 20 (2017) 3, pp. 259-274
Persistent link: https://www.econbiz.de/10011736761
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Demystifying the impact of customer participation on citizenship behaviors through interpersonal attraction and its contingencies
Chan, Kimmy Wa; Gong, Taeshik; Sharma, Piyush; Chu, Candace - In: Journal of business research : JBR 150 (2022), pp. 297-310
Persistent link: https://www.econbiz.de/10013365716