Qiu, Yao

MPhil student, Year 3

Contact
School of Hotel and Tourism Management

1155087323@link.cuhk.edu.hk

Research Interest

Dysfunctional Customer Behaviour
Service Failure Recovery
Cross Cultural Study

  • Publications & Working Papers
    • Shannon X. Yi, Chloe Y. Qiu, and Lisa C. Wan (2017), “Using Regulatory Fit and Unfit to Adjust Front-line Service Providers’ Work Engagement When Facing Customer Feedbacks,” Presented at 2017 INFORMS Marketing Science Conference, USA.
    • Shannon X. Yi, Chloe Y. Qiu, and Lisa C. Wan (2017), “How Customer Feedbacks Affect Service Provider’s Work Engagement? The Role of Regulatory Fit,” Presented at The Asia Pacific Tourism Association (APTA) 2017 Annual Conference, Korea.
    • Chloe Y. Qiu, Shannon X. Yi, and Lisa C. Wan (2017), “Cross-cultural Influences on Customer Evaluation of Dysfunctional Customer Behavior,” Presented at 2017 INFORMS Marketing Science Conference, USA.
    • Chloe Y. Qiu, Shannon X. Yi, and Lisa C. Wan (2017), “Customer Response to Misbehaving Others: A Cross Cultural Study,” Presented at The Asia Pacific Tourism Association (APTA) 2017 Annual Conference, Korea.
  • Conference Presentations
    • Shannon X. Yi, Chloe Y. Qiu, and Lisa C. Wan (2017), “Using Regulatory Fit and Unfit to Adjust Front-line Service Providers’ Work Engagement When Facing Customer Feedbacks,” Presented at 2017 INFORMS Marketing Science Conference, USA.
    • Shannon X. Yi, Chloe Y. Qiu, and Lisa C. Wan (2017), “How Customer Feedbacks Affect Service Provider’s Work Engagement? The Role of Regulatory Fit,” Presented at The Asia Pacific Tourism Association (APTA) 2017 Annual Conference, Korea.
    • Chloe Y. Qiu, Shannon X. Yi, and Lisa C. Wan (2017), “Cross-cultural Influences on Customer Evaluation of Dysfunctional Customer Behavior,” Presented at 2017 INFORMS Marketing Science Conference, USA.
    • Chloe Y. Qiu, Shannon X. Yi, and Lisa C. Wan (2017), “Customer Response to Misbehaving Others: A Cross Cultural Study,” Presented at The Asia Pacific Tourism Association (APTA) 2017 Annual Conference, Korea.

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