Yi, Xiao

Research Interest

Consumer Reactions to Service Robots
Smartphone Usage in Service
Brand Relationship in Service Failure

• Publications & Working Papers

  (* = Corresponding Author)

  • Liu, X., Yi, X.*, & Wan, L. C. (2022). Friendly or competent? The effects of perception of robot appearance and service context on usage intention. Annals of Tourism Research, 92, 103324. doi:https://doi.org/10.1016/j.annals.2021.103324 (SSCI, JCR Q1, 2020 Impact Factor: 9.01, ABDC Journal List 2019: A*, AJG 2021: 4)
  • Yu, I. Y., Wan, L. C., & Yi, X.* (2021). Managerial response to negative online reviews in the service Industry: A tactic-based and culture-based model. Journal of Global Marketing, 1-11. (ABDC Journal List: B)

• Conference Presentations

  (* = Presenting Author)

  • Yi, X.*, Wan, L.C., & Choi, S. (2021). How Mobile Phone Usage Affects Reactions in Service Failure. The Asia Pacific Tourism Association (APTA) 2021 Annual Conference.
  • Xue, N.*, Luo, X., Yi, X., Yu, I. Y., Wan, L.C. (2021) Do Your CSR Work for Me? Developing an Advanced Hotel CSR Scale from Customers’ Perspective. The Asia Pacific Tourism Association (APTA) 2021 Annual Conference.
  • Yi, X.*, Choi, S. & Wan, L.C. (2021). The Effects of Brand Warmth and Competence on Consumers’ Reactions in Service Failure. APacCHRIE 2020, Singapore.
  • Yi, X.*, & Wan, L.C. (2020). The Effect of Mobile Phone Adoption in Responses to Service Failure. APacCHRIE 2020, Hong Kong.
  • Yi, X.*, & Wan, L. C (2019). 19G the Role of Personal Self-Serving Technologies in Responses to Service Failures. ACR North American Advances, Atlanta, U.S.A.
  •  Yi, X.*, Qiu, Chloe Y., & Wan, L. C. (2019). Consumer Reactions in Service Failure: The Effects of Brand Warmth and Brand Competence. The Asia Pacific Tourism Association (APTA) 2019 Annual Conference, Danang, Vietnam.
  •  Yi, S. X.*, Qiu, C. Y., & Wan, L. C. (2018). How Do Customers React to Service Failures? The Roles of the Two Dimensions of Brand Perception – Warmth and Competence. SERVSIG 2018, Paris, France.
  •  Yi, S. X., Qiu, C. Y., & Wan, L. C.* (2018). The Different Roles of the Two Dimensions of Brand Perception-Warmth and Competence After Service Failures. ACR European Advances, Ghent, Belgium.
  •  Yi, S. X.*, Qiu, C. Y., & Wan, L. C. (2018). The Independent Effects of Brand Warmth And Brand Competence Perception On Consumers’ Complaining Responses to Service Failures. In 2018 Global Marketing Conference, Tokyo, Japan.
  •  Qiu, C. Y.*, Yi, S. X., & Wan, L. C. (2017). Customer Response to Misbehaving Others: A Cross Cultural Study. The Asia Pacific Tourism Association (APTA) 2017 Annual Conference, Busan, Korea.
  •  Yi, S. X.*, Qiu, C. Y., & Wan, L. C. (2017). How Customer Feedbacks Affect Service Provider’s Work Engagement? The Role of Regulatory Fit. The Asia Pacific Tourism Association (APTA) 2017 Annual Conference, Busan, Korea.
  •  Qiu, C. Y.*, Yi, S. X., & Wan, L. C. (2017). Cross-Cultural Influences on Customer Evaluation of Dysfunctional Customer Behavior. Marketing Science 2017, Los Angeles, U.S.A.
  •  Yi, S. X.*, Qiu, C. Y., & Wan, L. C. (2017). Using Regulatory Fit and Unfit to Adjust Front-line Service Providers’ Work Engagement When Facing Customer Feedbacks. Marketing Science 2017, Los Angeles, U.S.A.