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Returning good for evil: A study of customer incivility and extra-role customer service Journal article
International Journal of Hospitality Management, 2019,Volume: 81,Page: 65-72
Authors:  Zhu,Julie N.Y.;  Lam,Long W.;  Lai,Jennifer Y.M.
Favorite  |  View/Download:18/0  |  Submit date:2019/08/01
Customer incivility  Extra-role customer service  Service encounters  Work engagement  
Returning good for evil: A study of customer incivility and extra-role customer service Journal article
International Journal of Hospitality Management, 2019,Volume: 81,Page: 65-72
Authors:  Zhu,Julie N.Y.;  Lam,Long W.;  Lai,Jennifer Y.M.
Favorite  |  View/Download:8/0  |  Submit date:2019/08/01
Customer incivility  Extra-role customer service  Service encounters  Work engagement  
Changing experiences of work dirtiness, occupational disidentification, and employee withdrawal Journal article
Journal of Applied Psychology, 2018,Volume: 103,Issue: 10,Page: 1086-1100
Authors:  Schaubroeck,John M.;  Lam,Long W.;  Lai,Jennifer Y.M.;  Lennard,Anna C.;  Peng,Ann C.;  Chan,Ka Wai
Favorite  |  View/Download:35/0  |  Submit date:2019/08/01
Dirty Work  Leadership  Occupational Disidentification  Withdrawal Behavior  Work Dirtiness  
An Institutional Perspective on Modernization and Sex-appeal Advertising Journal article
ASIA PACIFIC JOURNAL OF MARKETING AND LOGISTICS, 2017,Volume: 29,Issue: 2,Page: 220-238
Authors:  Chung Leung Luk;  Cheris W.C. Chow;  Wendy W.N. Wan;  Jennifer Y.M. Lai;  Isabel Fu;  Candy P.S. Fong
Favorite  |  View/Download:12/0  |  Submit date:2019/09/17
China  Attitudes  Modernization  Nudity  Sexual Ads  
What good soldiers are made of: the role of personality similarity Journal article
Journal of Managerial Psychology, 2015,Volume: 30,Issue: 8,Page: 1003-1018
Authors:  Jennifer Y.M. Lai;  Simon S.K. Lam;  Cheris W.C. Chow
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Organizational Citizenship Behaviour  Social Exchange Theory  Personality Similarity  
Motivation of travel agents’ customer service behavior and organizational citizenship behavior: The role of leader-member exchange and internal marketing orientation Journal article
Tourism Management, 2015,Volume: 48,Page: 362-369
Authors:  Cheris W.C. Chow;  Jennifer Y.M. Lai;  Raymond Loi
Favorite  |  View/Download:8/0  |  Submit date:2019/10/17
Organizational Citizenship Behavior  Leader-member Exchange  Internal Marketing Orientation  Customer Service Behavior  Travel Agent  
Market Signals: Website Investment and Physical Store Existence Journal article
Asia Pacific Journal of Marketing and Logistics, 2014,Volume: 26,Issue: 1,Page: 94-113
Authors:  Xuehua Wang;  Wing Chi Chow;  Zhilin Yang;  Jennifer Y.M. Lai
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Internet Marketing  Consumer Behaviour  
Market signals: Web site investment and physical store existence Journal article
Asia Pacific Journal of Marketing and Logistics, 2014,Volume: 26,Issue: 1,Page: 94-113
Authors:  Wang,Xuehua;  Chow,Wing Chi;  Yang,Zhilin;  Lai,Jennifer Y.M.
Favorite  |  View/Download:4/0  |  Submit date:2019/08/01
Consumer behaviour  Internet marketing  
Working under a committed boss: A test of the relationship between supervisors' and subordinates' affective commitment Journal article
The Leadership Quarterly, 2012,Volume: 23,Issue: 3,Page: 466-475
Authors:  Loi, Raymond;  Lai, Jennifer Y.M.;  Lam, Long W.
Favorite  |  View/Download:4/0  |  Submit date:2019/12/22
Organizational Commitment  Work Performance  Extra-role Performance  Power Distance  Social Information