Kimmy Wa Chan

Hong Kong Baptist University — Hong Kong

Business, Management and Accounting · Social Sciences

14h-index3.5kcitations26works1.02yr avg
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Research Topics

Customer Service Quality and Loyalty(12), Digital Marketing and Social Media(9), Consumer Behavior in Brand Consumption and Identification(8), Knowledge Management and Sharing(6), Technology Adoption and User Behaviour(4)

Publications26 total

Deepening exploration of socially responsible consumption in generation z: the impacts of environmental knowledge and perceived consumer effectiveness
Journal of Consumer Marketing·2025· 1 cited
Detrimental effects of anthropomorphism on the perceived physical safety of artificial agents in dangerous situations
International Journal of Research in Marketing·2023· 7 cited
Engaging employees in value cocreation: interplay among firm, employee, and supervisor
Service Industries Journal·2022· 9 cited
What Feedback Matters? The Role of Experience in Motivating Crowdsourcing Innovation
Production and Operations Management·2020· 94 cited
"You Look So Attractive!”: The Role of Interpersonal Attraction in Driving Customer Citizenship Behavior in Service Coproduction Process
eSpace (Curtin University)·2019
Good to Be Novel? Understanding How Idea Feasibility Affects Idea Adoption Decision Making in Crowdsourcing
Journal of Interactive Marketing·2018· 60 cited
H6. the Influence of Anthropomorphized Service Toolkit on Consumer Satisfaction in Service Coproduction
ACR North American Advances·2018
A Study on The Role of Feedback on The Quality of Ideas From Customers in Idea Crowdsourcing Community
2017
Hurting or helping? The effect of service agents’ workplace ostracism on customer service perceptions
Journal of the Academy of Marketing Science·2015· 31 cited
Fostering Customer Ideation in Crowdsourcing Community: The Role of Peer-to-peer and Peer-to-firm Interactions
Journal of Interactive Marketing·2015· 73 cited
Do Customers and Employees Enjoy Service Participation? Synergistic Effects of Self- and Other-Efficacy
Journal of Marketing·2012· 314 citedOpen Access
How Social Media Transforms Idea Co-Creation: The Influence of Social Network on Idea Generation in Crowdsourcing
2012
Cocreating Value with Other Customers and Firm in Social Media: From a Social Network Perspective
PolyU Institutional Research Archive (Hong Kong Polytechnic University)·2012
How Social Media Transforms Idea Co-creation: The Influences of Social Network on Idea Generation in Crowdsourcing
2012
Service unfairness is not good? the mediating roles of envy, benign envy, and boundary conditions
PolyU Institutional Research Archive (Hong Kong Polytechnic University)·2012
How Can Stressed Employees Deliver Better Customer Service? The Underlying Self-Regulation Depletion Mechanism
Journal of Marketing·2011· 150 cited
Assessing Celebrity Endorsement Effects in China
Journal of Advertising Research·2011· 181 citedOpen Access
The trade-off of servicing empowerment on employees’ service performance: examining the underlying motivation and workload mechanisms
Journal of the Academy of Marketing Science·2011· 95 cited
Can I do it? Can you do it? Roles of self-efficacy and other-efficacy of customers and employees in service participation
PolyU Institutional Research Archive (Hong Kong Polytechnic University)·2011
Is Customer Participation in Value Creation a Double-Edged Sword? Evidence from Professional Financial Services across Cultures
Journal of Marketing·2010· 665 cited
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Frequent Co-authors

Jianjun Zhu(7), Chi Kin Yim(6), Stella Yiyan Li(5), Simon S. K. Lam(3), David K. Tse(3), Kineta Hung(2), Echo Wen Wan(2), Rocky Peng Chen(2), Yiyan Li(2), CK Yim(2), Caleb H. Tse(1), Wing Lam(1), Jian Ni(1), Flora F. Gu(1), Muhammad Amin(1), Amjad Shamim(1), Zulkipli Ghazali(1), Fong‐Woon Lai(1), Xueni Li(1), Sara Kim(1)