Kimmy Wa Chan

TL;DR: In this article, the effects of customer participation on value creation and satisfaction for both customers and employees with different cultural value orientations in the context of professional financial services were investigated using data collected from 349 pairs of customers and service employees in two national groups (Hong Kong and the United States).

TL;DR: In this article, the authors investigate how customers' affectionate ties with firms (customer-firm affection) affect customer loyalty in services, in particular, the components of intimacy and passion.

TL;DR: In this paper, the authors adopt resource exchange theory to examine how two routes of interactivity (structural vs. experiential) influence reciprocity and affect commitment and co-shopping.

TL;DR: In this article, the authors investigate how customers' affectionate ties with firms (customer-firm affection) affect customer loyalty in services, in particular, the components of intimacy and passion, and the dilemma that emerges when customer-staff relationships are too close.

TL;DR: In this article, the authors apply the concept of flow as an overarching framework and draw theoretical support from social cognitive theory, particularly its extension (i.e., the conceptual model of relational efficacy beliefs), to examine how customers and employees derive enjoyment from CP conditional on their perceived efficacy of themselves (selfefficacy [SE]) and their partners (other-efficacy[OE]) in financial services.