Yingzi Xu
Auckland University of Technology
Customer retentionAdvertisingService providerProfitability indexFinancial servicesService qualityBurnoutBusinessLoyalty business modelPsychologyHealth careEconomicsMarketingActive listeningService recoveryValue (ethics)OriginalityLoyaltyTest (assessment)Context (language use)Service (business)PensionCustomer advocacyRelationship marketingKnowledge managementService designCustomer to customerMedicineSocial psychology
22Publications
10H-index
350Citations
Publications 22
Newest
#1Yingzi Xu (AUT: Auckland University of Technology)H-Index: 10
#1Yingzi Xu (AUT: Auckland University of Technology)H-Index: 2
Last. I-Ling Ling (KMU: Kaohsiung Medical University)H-Index: 1
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Abstract Artificial intelligence (AI) in the context of customer service, we define as a technology-enabled system for evaluating real-time service scenarios using data collected from digital and/or physical sources in order to provide personalised recommendations, alternatives, and solutions to customers’ enquiries or problems, even very complex ones. We examined, in a banking services context, whether consumers preferred AI or Human online customer service applications using an experimental de...
16 CitationsSource
#1Yuanyuan (Gina) Cui (AUT: Auckland University of Technology)H-Index: 4
#2Amy Errmann (University of Auckland)H-Index: 3
Last. Fang Zhao (JLU: Jilin University)H-Index: 2
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Cultivating pro-environmental choices and behaviors is an important concern for tourism research and practice. Informed by recent developments in psychological research on embodied cognition and th...
8 CitationsSource
#1Chih-Hui ShiehH-Index: 2
#2Yingzi XuH-Index: 10
Last. I-Ling LingH-Index: 6
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This paper aims to investigate how location-based advertising (LBA) elicits in-store purchase intention. To deepen the understanding of LBA’s effect on consumers’ purchase decision, the research examines the role of consumers’ time consciousness in click intention in pull or opt-out LBA approaches. The study also explores how consumers react to LBA with an asymmetric dominance decoy versus a compromise decoy message.,Two field experiments were conducted, and a total of 363 volunteers within 3 km...
4 CitationsSource
#2Christine Brown Mahoney (MSU: Minnesota State University, Mankato)H-Index: 3
Last. Yingzi Xu (AUT: Auckland University of Technology)H-Index: 10
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This longitudinal study among Registered Nurses has four purposes: (1) to investigate whether emotional, quantitative and physical demands, and family-work conflict have a negative impact on nurses’ perceived effort; (2) to investigate whether quality of leadership, developmental opportunities, and social support from supervisors and colleagues have a positive impact on meaning of work; (3) to investigate whether burnout from the combined impact of perceived effort and meaning of work mediates t...
29 CitationsSource
#1Michael Kirkwood (AUT: Auckland University of Technology)H-Index: 1
#2Sheau Fen Yap (AUT: Auckland University of Technology)H-Index: 7
Last. Yingzi Xu (AUT: Auckland University of Technology)H-Index: 2
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Understanding interactions between sport fans helps sport marketers customize relationships with the fans and enhance brand loyalty. This paper analyzes the social exchanges that take place in an o...
4 CitationsSource
#1Sheau Fen Yap (AUT: Auckland University of Technology)H-Index: 7
#2Jae-Eun Kim (University of Auckland)H-Index: 12
Last. Jungkeun Kim (AUT: Auckland University of Technology)H-Index: 16
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Abstract The impact of health risk behaviours on the social and economic fabric of society is of concern to social marketers and policy makers. Current research suggests social capital, that is, the positive benefits gained from a relationship with others in the community, plays a key role in addressing health risk behaviours. The current literature on social capital and health is fragmented, and the field has yet to produce an up-to-date synthesis of past findings to help researchers understand...
3 CitationsSource
#1Yi-Fen Liu (NKFUST: National Kaohsiung First University of Science and Technology)H-Index: 2
#2Yingzi Xu (AUT: Auckland University of Technology)H-Index: 10
Last. I-Ling Ling (KMU: Kaohsiung Medical University)H-Index: 6
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Purpose This research aims to investigate how backstage visibility affects intangibility and perceived risk at the pre-purchase stage and how service credence moderates the effect of backstage visibility on intangibility and perceived risk. It also focuses on the effect of backstage visibility on perceived service quality and value at the post-purchase stage and the moderating role of the service contact level. Design/methodology/approach This research tests the causal relationships between back...
1 CitationsSource
#1Yingzi Xu (AUT: Auckland University of Technology)H-Index: 10
#2Sheau Fen Crystal Yap (AUT: Auckland University of Technology)H-Index: 4
Last. Kenneth F. Hyde (AUT: Auckland University of Technology)H-Index: 17
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Purpose – The purpose of this paper is investigate customer interactions in an online environment following a service failure, and explores the role of customer-to-customer (C2C) interactions in service recovery. Design/methodology/approach – The purpose of this paper is to examine C2C interactions between airline travellers by analysing their detailed conversations posted on an independent complaint forum. The authors adopt thematic analysis to scrutinise online dialogue that narrates stories a...
16 CitationsSource
#1Yingzi Xu (AUT: Auckland University of Technology)H-Index: 10
#2Bård Tronvoll (Hedmark University College)H-Index: 20
Last. Bo Edvardsson (Karlstad University)H-Index: 67
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Customers and employees can co-create a resolution following a service failure through integrating their resources. Their activities and interactions during resource-integration shape the customers' service recovery experiences. Prior research overlooks resource integration between all involved actors in a co-created service recovery process. This research details the process with two empirical studies. Study 1 is a qualitative analysis of narratives of service recovery experiences; Study 2 is a...
24 CitationsSource