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CHAN Wa, Kimmy - Academic Staff

CHAN Wa, Kimmy 陳華

CHAN Wa, Kimmy

陳華

Associate Professor

副教授

BBA (HKU); PhD (HKU)

CV: Please click

Email: kimmy.chan@polyu.edu.hk

Research Interests:

Services Marketing, Customer-Staff Proximity, Customer-Firm Affection, Service Failure and Recovery, Customer Co-Production, Service Strategy

Chan's research interests focus on the roles of customers and employees in the service production and delivery process, including customers' role as co-producers, the love relationship that customer built with the firm and the employees, and the strategic co-alignment across functions within service firms. Her work has been published in referred journals including Journal of Marketing, Journal of Marketing Research, and Journal of the Academy of Marketing Science, and Journal of Retailing. She has received the FB Fellow Award, Performance Rewards, Li Ka Shing Best PhD Theses Prize Award, Marketing Education Fund and Sir Edward Youde Memorial Fellowship Awards for her research.