• 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

1. 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.

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. 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.

5. 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.

6. Wang, C.-Y. & Mattila, A.S. (2015). The impact of servicescape cues on consumer pre-purchase

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

8. 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.

9. 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.

10. 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.

11. 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.

12. 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.

• • 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