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It takes two to empower: Customer responses to empowerment recovery in the context of robot service failure Journal article
Yu, Jing (Jasper), Liu, Xiaoming (Rose), He, Mang, Huang, Liman (Mandy), Li, Jun (Justin). It takes two to empower: Customer responses to empowerment recovery in the context of robot service failure[J]. International Journal of Hospitality Management, 2024, 120, 103759.
Authors:  Yu, Jing (Jasper);  Liu, Xiaoming (Rose);  He, Mang;  Huang, Liman (Mandy);  Li, Jun (Justin)
Favorite | TC[WOS]:1 TC[Scopus]:1  IF:9.9/10.3 | Submit date：2024/05/16
Human-robot Interaction  Robot Service Recovery  Service Agent  Customer Empowerment  Service Robot  
Charging infrastructure demands of shared-use autonomous electric vehicles in urban areas Journal article
Zhang, Hongcai, Sheppard, Colin J.R., Lipman, Timothy E., Zeng, Teng, Moura, Scott J.. Charging infrastructure demands of shared-use autonomous electric vehicles in urban areas[J]. TRANSPORTATION RESEARCH PART D-TRANSPORT AND ENVIRONMENT, 2020, 78.
Authors:  Zhang, Hongcai;  Sheppard, Colin J.R.;  Lipman, Timothy E.;  Zeng, Teng;  Moura, Scott J.
Favorite | TC[WOS]:51 TC[Scopus]:63  IF:7.3/7.8 | Submit date：2021/09/09
Autonomous Vehicle  Electric Vehicle  Shared-use Vehicle  Ride-hailing Service  Charging System Planning  Agent-based Simulation  
Motivation of travel agents’ customer service behavior and organizational citizenship behavior: The role of leader-member exchange and internal marketing orientation. Journal article
Chow, C. W. C., Lai, J. Y. M., Loi, R.. Motivation of travel agents’ customer service behavior and organizational citizenship behavior: The role of leader-member exchange and internal marketing orientation.[J]. Tourism Management, 2015, 362-369.
Authors:  Chow, C. W. C.;  Lai, J. Y. M.;  Loi, R.
Favorite |   IF:10.9/11.5 | Submit date：2022/08/21
Leader-member Exchange  internal marketing orientation  customer service behavior  organizational citizenship behavior  travel agent  
Motivation of travel agents’ customer service behavior and organizational citizenship behavior: The role of leader-member exchange and internal marketing orientation Journal article
Cheris W.C. Chow, Jennifer Y.M. Lai, Raymond Loi. Motivation of travel agents’ customer service behavior and organizational citizenship behavior: The role of leader-member exchange and internal marketing orientation[J]. Tourism Management, 2015, 48, 362-369.
Authors:  Cheris W.C. Chow;  Jennifer Y.M. Lai;  Raymond Loi
Favorite | TC[WOS]:53 TC[Scopus]:60  IF:10.9/11.5 | Submit date：2019/10/17
Organizational Citizenship Behavior  Leader-member Exchange  Internal Marketing Orientation  Customer Service Behavior  Travel Agent  
A Call Center with Automatic and Manual Services Conference paper
Zhaotong Lian, Pengfei Guo, Liming Liu. A Call Center with Automatic and Manual Services[C], 2010.
Authors:  Zhaotong Lian;  Pengfei Guo;  Liming Liu
Favorite |  | Submit date：2019/11/29
Call Center,  Voice Response Unit,  Agent Service,  Queueing System,  Service Level