王貞雅 Chen-Ya Wang

副教授 Associate Professor
03-57-42219
台積館TSMC Building R855

服務接觸與溝通 Service Encounters
跨文化服務行銷  
Cross-Cultural Services Marketing
餐旅行銷 Hospitality and Tourism Marketing

Brief Bio

現職 Employment 
清華大學服務科學研究所副教授 Associate Professor, Institute of Service Science, National Tsing Hua University, Taiwan 

學歷 Education 
Ph.D, Hospitality Management,
Penn State University 
MS, International Management,
University of St. Gallen 
BBA, International Business,
National Taiwan University 

學術經歷 Academic Experience 
賓州州立大學餐旅管理學院兼任講師
Graduate Instructor, School of Hospitality Management, Penn State University 

研究興趣 Research Interests 
服務接觸與溝通 Consumer responses to service encounters 
跨文化服務行銷
Cross-cultural services marketing 
前線服務人員管理 Management of front-line service employees 
觀光餐旅行銷
Tourism and hospitality marketing 


Select Publications

  1. Wang, C.-Y.*, Guchait, P. Chiang, C.-H. & Weng, W-T. (forthcoming). When customers want to become frontline employees: An exploratory study of decision factors and motivation types. Service Business, online first, doi:10.1007/s11628-017-0334-9
  2. Wei, W., Lu, Y. T., Miao, L., Cai, L. A., & Wang, C-Y. (2017). Customer-customer interactions (CCIs) at conferences: An identity approach. Tourism Management, 59, 154-170.
  3. Wu, L., Mattila, A.S., Wang, C.-Y.* & Hanks, L. (2016). The Impact of Power on Service Customers’ Willingness to Post Online Reviews. Journal of Service Research, 19(2), 224-238.
  4. Wang, C.-Y.*, Miao, L., & Mattila, A.S. (2015). Customer responses to intercultural communication accommodation strategies in hospitality service encounters. International Journal of Hospitality Management, 51, 96-104.
  5. Wang, C.-Y.* & Mattila, A.S. (2015). The impact of servicescape cues on consumer pre-purchase

    authenticity assessment and patronage intentions to ethnic restaurants. Journal of Hospitality & Tourism Research, 39(3), 346-372.

  6. Mattila, A.S., Hanks, L. & Wang, C.-Y. (2014). Others' Service Experiences: Emotions, Perceived Justice, and Behavior. European Journal of Marketing, 48(3/4), 552-571.
  7. Wang, C.-Y.*, & Mattila, A.S. (2011) "A cross-cultural comparison of perceived informational fairness with service failure explanations", Journal of Services Marketing, 25(6), 429 – 439.
  8. Kim, M.G., Wang, C.-Y., & Mattila, A.S. (2010). The relationship between consumer complaining behavior and service recovery: An integrative review. International Journal of Contemporary Hospitality Management, 22(7), 975-991. 
  9. Wang, C.-Y.*, & Mattila, A.S. (2010). A grounded theory model of service providers’ stress, emotion, and coping during intercultural service encounters. Managing Service Quality, 20(4), 328–342.





Teaching

跨文化行銷溝通
Cross-cultural Marketing Communication 
前線服務人員專題研討
Seminar on Frontline Service Employees
組織行為Organizational Behavior 
餐旅行銷Hospitality Marketing