Projects per year
Personal profile
Chinese Name
Biography
Kimmy Wa Chan, PhD, is a Professor of Marketing in Hong Kong Baptist University. Her research interests pertain to four major areas – including customer relationship management, customer participation and value co-creation, human-technology interaction, and organisational frontlines – that have generated significant theoretical and managerial contributions. Her work has been published in premier journals including Journal of Marketing Research, Journal of Marketing, Journal of Consumer Research, Production and Operations Management, Journal of Retailing, Journal of Service Research, Journal of the Academy of Marketing Science, Journal of Interactive Marketing, Journal of Business Research, and Journal of Advertising, among others. Kimmy serves as a member of the Editorial Review Board of Journal of Marketing, Journal of Service Research, Cornell Hospitality Quarterly, and Asia Pacific Journal of Management, among others. She received emerald literati awards for excellence and outstanding reviewer awarded by Journal of Marketing. She is also prestigiously awarded as Marketing Science Institute’s Young Scholar.
Research Interests
Services Marketing, Customer Relationship Management
Expertise related to UN Sustainable Development Goals
In 2015, UN member states agreed to 17 global Sustainable Development Goals (SDGs) to end poverty, protect the planet and ensure prosperity for all. This person’s work contributes towards the following SDG(s):
Education/Academic qualification
-, PhD, Honorary Research Fellow, Contemporary Marketing Center, University of Hong Kong
1 Sept 2009 → …
Award Date: 1 Sept 2009
External positions
Advisory Board Member of Research Centre for ESG (CESG), the Hang Seng University of Hong Kong
2 Jun 2022 → 31 Aug 2024
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Collaborations and top research areas from the last five years
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Marketing with Impure Altruism: When and Why Second Language Use Helps Cause-Related Marketing
LI, S. X. (PI) & CHAN, W. K. (CoI)
1/01/24 → 30/06/26
Project: Research project
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Sharing in Collaborative Consumption: A Paradox Perspective
CHAN, W. K. (PI)
1/01/23 → …
Project: Research project
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Promoting Creativity in Temporary Customer-Employee Workgroups? Understanding the Psychological Processes of Joint Collaboration on Idea-Generating Performance
CHAN, W. K. (PI)
1/01/19 → 31/12/21
Project: Research project
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How Does Workplace Ostracism Influence Service Employees' Coproduction Effectiveness with Customers
CHAN, W. K. (PI)
1/01/14 → 31/12/16
Project: Research project
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Does Customer Participation Lead to Better Service Outcomes? The Flow Experience Perspective
CHAN, W. K. (PI)
1/01/13 → 31/12/15
Project: Research project
Research Output
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Being Alone or Together: How Frontline Anthropomorphized Robots Affect Solo (vs. Joint) Service Consumption
Do, T. K. & Chan, K. W., Nov 2024, In: Journal of Service Research. 27, 4, p. 579-599 21 p.Research output: Contribution to journal › Journal article › peer-review
5 Citations (Scopus) -
Engaging employees in value cocreation: Interplay among firm, employee, and supervisor
Amin, M., Chan, W. K., Shamim, A., Ghazali, Z. B. & Lai , F. W., 10 Jun 2024, In: Service Industries Journal. 44, 7-8, p. 592-619 28 p.Research output: Contribution to journal › Journal article › peer-review
4 Citations (Scopus) -
Exploring Generation Z’s Socially Responsible Consumption: A Revisit of the KAB
CHOI, S. L., CHAN, W. K., LING, H. W. H. & FOCK, H., 27 Jun 2024.Research output: Contribution to conference › Conference paper › peer-review
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Exploring the Sharing Paradox in Collaborative Consumption: Conceptualizing and Measuring Paradoxical Sharing Behaviors
Chan, K., Choi, L. S. L. & Ling, H., 28 Jun 2024.Research output: Contribution to conference › Conference paper › peer-review
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Pairing Up with Anthropomorphized Artificial Agents: Leveraging Employee Creativity in Service Encounters
Huang, L. L., Chen, R. P. & Chan, K. W., Jul 2024, In: Journal of the Academy of Marketing Science. 52, 4, p. 955–975 21 p.Research output: Contribution to journal › Journal article › peer-review
Open Access1 Citation (Scopus)
Prizes
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AMA Sheth Foundation Doctoral Consortium, W.P. Carey School of Business, Arizona State of University
CHAN, W. K. (Recipient), 2007
Prize: Other distinction
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Best Service Article of Journal of Marketing, “Is Customer Participation in Value Creation a Double-Edged Sword? Evidence from Professional Financial Services Across Cultures”, Service Marketing Special Interest Group (SERVSIG) of American Marketing Association (AMA)
CHAN, W. K. (Recipient), 2011
Prize
Activities
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Conference on Behavioral Science in the Age of AI and Social Media 2024
CHAN, W. K. (Participant)
2024Activity: Conference/talk/lecture/symposium/speech/workshop, etc › Event organized by non-HKBU units
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RAE 2026 (External organisation)
CHAN, W. K. (Committee/panel/advisory board member)
2024 → 2026Activity: Membership › Membership of board/committee/council
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Journal of Global Marketing (Journal)
CHAN, W. K. (Editor in chief)
2024 → 2027Activity: Publication peer-review/editorial work › Editor/reviewer for publications (incl. CDCF T61 Journal Editor)
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Journal of Services Marketing (Journal)
CHAN, W. K. (Associate editor)
2024 → 2029Activity: Publication peer-review/editorial work › Editor/reviewer for publications (incl. CDCF T61 Journal Editor)
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School of Business (Organisational unit)
CHAN, W. K. (Working group member)
2024 → …Activity: Membership › Membership of board/committee/council