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
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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Unveiling the Voice of Customers: Exploring the Impact of Human–AA Service Teams on Customer Voice Behavior in the Era of Technological Advancements
CHAN, W. K. (PI), SCOTT, M. (CoI) & MENDE, M. (CoI)
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
Research Output
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EXPRESS: Death or Muerte? Effects of Sales Language Use on the Consumption of Death-Related Products and Services
Huang, L. L. (Co-first author), Li, X. S. (Co-first author) & Chan, K. W. (Co-first author), Mar 2026, (Accepted/In press) In: Journal of Marketing Research.Research output: Contribution to journal › Journal article › peer-review
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Reviewer Expectations Across Peer Review Rounds
Dwivedi, A., Lim, W. M., Chan, K. W., Huang, L., Suttikun, C. & Manrai, A. K., 1 Jan 2026, In: Journal of Global Marketing. 39, 1, p. 3-17 15 p.Research output: Contribution to journal › Editorial
Open Access1 Citation (Scopus) -
Deepening Exploration of Socially Responsible Consumption in Generation Z: The Impacts of Environmental Knowledge and Perceived Consumer Effectiveness
Choi, L. S. L., Chan, W. K. & Fock, H., 26 Nov 2025, In: Journal of Consumer Marketing. 42, 7, p. 877-892 16 p.Research output: Contribution to journal › Journal article › peer-review
4 Citations (Scopus) -
From Research to Recognition: A Dual-Path Digital Marketing Framework for Academic Branding and Knowledge Dissemination
Kathuria, S., Xie, Q., Huang, L., Chan, K., Lascu, D. N. & Manrai, A. K., 20 Oct 2025, In: Journal of Global Marketing. 38, 5, p. 421-435 15 p.Research output: Contribution to journal › Editorial
Open Access -
How Minority Frontline Employees Shape Solo Customers’ Service Experience
The, K. D. & Chan, W. K., 14 Feb 2025.Research output: Contribution to conference › Conference paper › peer-review
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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Activities
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Service Industries Journal (Journal)
CHAN, W. K. (Editor)
Jun 2025 → May 2026Activity: Publication peer-review/editorial work › Editor/reviewer for publications (incl. CDCF T61 Journal Editor)
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Journal of Global Marketing (Journal)
CHAN, W. K. (Associate editor)
Jun 2024 → Jul 2027Activity: Publication peer-review/editorial work › Editor/reviewer for publications (incl. CDCF T61 Journal Editor)
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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 Services Marketing (Journal)
CHAN, W. K. (Associate editor)
Jan 2024 → Jan 2029Activity: Publication peer-review/editorial work › Editor/reviewer for publications (incl. CDCF T61 Journal Editor)