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Riding on uncertainty: Leveraging human agents and service robots during service delivery Journal article
Chan, Janelle, Chan, Irene Cheng Chu, Lam, L. W., Law, Rob. Riding on uncertainty: Leveraging human agents and service robots during service delivery[J]. International Journal of Hospitality Management, 2025, 125, 104000.
Authors:  Chan, Janelle;  Chan, Irene Cheng Chu;  Lam, L. W.;  Law, Rob
Favorite | TC[WOS]:0 TC[Scopus]:0  IF:9.9/10.3 | Submit date：2025/01/22
Service Robot  Service Encounter  Service Uncertainty  Customer Inquiries  
Customizing customer journey in hotels: A focus on human touch Journal article
Lei, Soey Sut Ieng, Wu, Don, Liu, Gus Guanrong, Law, Rob. Customizing customer journey in hotels: A focus on human touch[J]. International Journal of Hospitality Management, 2025, 124.
Authors:  Lei, Soey Sut Ieng;  Wu, Don;  Liu, Gus Guanrong;  Law, Rob
Favorite | TC[WOS]:0 TC[Scopus]:0  IF:9.9/10.3 | Submit date：2025/01/22
Customer Journey  Hospitality  Hotel  Human Touch  Multigroup Analysis  Service Encounter  
Understanding customer multi-interactions, trust, social support and voluntary performance in smart restaurants Journal article
Jiao, Haoyue, Wong, Ip Kin Anthony, Lin, Zhiwei (CJ). Understanding customer multi-interactions, trust, social support and voluntary performance in smart restaurants[J]. Journal of Hospitality and Tourism Technology, 2024, 15(5), 717-736.
Authors:  Jiao, Haoyue;  Wong, Ip Kin Anthony;  Lin, Zhiwei (CJ)
Favorite | TC[WOS]:2 TC[Scopus]:2  IF:5.3/6.4 | Submit date：2024/08/05
Customer Interaction  Customer Voluntary Performance  Service Robot  Smart Restaurant  Social Exchange Theory  
Engaging psychologically or behaviourally? A segmentation of the integrated resort customers Journal article
Albayrak, Tahir, Fong, Lawrence Hoc Nang, Caber, Meltem, Cater, Carl. Engaging psychologically or behaviourally? A segmentation of the integrated resort customers[J]. Tourism Management Perspectives, 2024, 54, 101313.
Authors:  Albayrak, Tahir;  Fong, Lawrence Hoc Nang;  Caber, Meltem;  Cater, Carl
Favorite | TC[WOS]:0 TC[Scopus]:0  IF:7.3/8.0 | Submit date：2024/10/10
Customer Engagement  Integrated Resort  Macau  Market Segmentation  
How green marketing practices improve customer loyalty: the mediating role of green corporate image and the moderating role of green self-identity in the new energy vehicle market Journal article
Yang, Kaixin, Bu, Huimei, Huang, Rui, Liu, Matthew Tingchi. How green marketing practices improve customer loyalty: the mediating role of green corporate image and the moderating role of green self-identity in the new energy vehicle market[J]. Asia Pacific Journal of Marketing and Logistics, 2024.
Authors:  ; et al.
Favorite | TC[WOS]:0 TC[Scopus]:0  IF:3.9/4.6 | Submit date：2024/10/10
Green Marketing Practices  Green Corporate Image  Customer Loyalty  Green Self-identity  New Energy Vehicle Market  
The “Door” to Doraemon’s Fantasy World: Understanding the Cartoon Café and Its Place Meanings Journal article
Wong, Ip Kin Anthony, Pan, Haiyan, Cao, Qingqing, Lin, Zhiwei, Huang, Jingwen. The “Door” to Doraemon’s Fantasy World: Understanding the Cartoon Café and Its Place Meanings[J]. JOURNAL OF HOSPITALITY & TOURISM RESEARCH, 2024.
Authors:  Wong, Ip Kin Anthony;  Pan, Haiyan;  Cao, Qingqing;  Lin, Zhiwei;  Huang, Jingwen
Favorite | TC[WOS]:0 TC[Scopus]:1  IF:4.4/5.0 | Submit date：2024/10/10
Cartoon Restaurant  Customer Needs  Loyalty  Place Fantasy  Place Meaning  
May the force be with you: Star Wars and the gamified hotel journey Other
2024-07-01
Authors:  Wong, Ip Kin Anthony;  Xu, Yahui;  Lian, Qi Lilith
Favorite | TC[WOS]:2 TC[Scopus]:2 | Submit date：2024/08/05
Customer Journey  Gamification  Hotel  Star Wars  Touchpoint  
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]:4 TC[Scopus]:4  IF:9.9/10.3 | Submit date：2024/05/16
Human-robot Interaction  Robot Service Recovery  Service Agent  Customer Empowerment  Service Robot  
A Sentiment Analysis of Michelin 3-star Restaurants Conference paper
Au, Gabriella, JOSEPH ADEA SY-CHANGCO. A Sentiment Analysis of Michelin 3-star Restaurants[C], 2024.
Authors:  Au, Gabriella;  JOSEPH ADEA SY-CHANGCO
Microsoft Word | Favorite |  | Submit date：2024/08/31
Customer Satisfaction, Sentiment Analysis, Restaurant Industry  
Exploring online consumer experiences and experiential emotions offered by travel websites that accept cryptocurrency payments Journal article
Luo, Jian Ming, Hu, Zongwei, Law, Rob. Exploring online consumer experiences and experiential emotions offered by travel websites that accept cryptocurrency payments[J]. International Journal of Hospitality Management, 2024, 119, 103721.
Authors:  Luo, Jian Ming;  Hu, Zongwei;  Law, Rob
Favorite | TC[WOS]:1 TC[Scopus]:1  IF:9.9/10.3 | Submit date：2024/05/16
Cryptocurrencies Payment  Latent Dirichlet Allocation Analysis  Online Customer Experience  Online Travel Websites  Sentiment Analysis