王貞雅 Chen-Ya Wang
副教授 Associate Professor
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
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
Select Publications
- Wang, C.-Y., Guchait, P. Chiang, C.-H. & Weng, W-T. (2017). When customers want to become frontline employees: An exploratory study of decision factors and motivation types. Service Business, 11(4), 871-900.
- 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.
- 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.
- Guchait, P., Lee. C., Wang, C.-Y. & Abbott, J.L. (2016). Impact of error management practices on service recovery performance and helping behaviors in the hospitality industry: The mediating effects of psychological safety and learning behaviors. Journal of Human Resources in Hospitality & Tourism, 15(1), 1-28.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- Wang, C.-Y., Mattila, A.S., & Bartlett, A. (2009). An examination of explanation typology on perceived informational fairness in the context of air travel. Journal of Travel & Tourism Marketing, 26(8), 795–805.
Teaching
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