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About Kimmy
Wa Kimmy Chan, PhD, is a Professor of Marketing in the Department of Management, Marketing and Information Systems within the School of Business at Hong Kong Baptist University. She earned her PhD from the Contemporary Marketing Center at the University of Hong Kong, awarded on 1 September 2009, and has served as Honorary Research Fellow there since 2008. Chan's career trajectory includes serving as Associate Professor from July 2014 to August 2016 and Assistant Professor from July 2008 to June 2014 at the Department of Management and Marketing, Hong Kong Polytechnic University, as well as a Visiting Scholar at W.P. Carey School of Business, Arizona State University from August to December 2006. At HKBU, she has held multiple leadership roles, including promotion to Professor on 1 September 2016, Director of the Research Postgraduate Programme since 1 January 2023, Associate Dean (Research and Impact) since 1 March 2026, and Acting Associate Dean from 15 July 2024 to 14 January 2025. She is an Advisory Board Member of the Research Centre for ESG at the Hang Seng University of Hong Kong from 2 June 2022 to 31 August 2024 and has acted as Head of the Department of Marketing on several occasions between 2018 and 2021. Chan contributes to scholarly discourse as Associate Editor for Journal of Services Marketing (2024-2029) and Journal of Global Marketing (2024-2027), Editor for Service Industries Journal (2025-2026), and Editorial Review Board member for Journal of Marketing, Journal of Service Research, Cornell Hospitality Quarterly, and Asia Pacific Journal of Management.
Her research specializations encompass customer relationship management, customer participation and value co-creation, human-technology interaction, and organizational frontlines, with applications in services marketing. Chan's work has been published in premier outlets such as Journal of Marketing Research, Journal of Marketing, Journal of Consumer Research, Production and Operations Management, Journal of Retailing, Journal of Service Research, Journal of the Academy of Marketing Science, Journal of Interactive Marketing, Journal of Business Research, and Journal of Advertising. Key publications include 'Death or Muerte? Effects of Sales Language Use on the Consumption of Death-Related Products and Services' (Journal of Marketing Research, forthcoming 2026), 'Techno-Service-Profit Chain: The Impacts of IoT-Enabled Algorithmic Customer Service Systems from an Interdisciplinary Perspective' (MIS Quarterly, 2024), 'Pairing up with Anthropomorphized Artificial Agents: Leveraging Employee Creativity in Service Encounters' (Journal of the Academy of Marketing Science, 2024), 'Deepening Exploration of Socially Responsible Consumption in Generation Z: The Impacts of Environmental Knowledge and Perceived Consumer Effectiveness' (Journal of Consumer Marketing, 2025), and the award-winning 'Is Customer Participation in Value Creation a Double-Edged Sword? Evidence from Professional Financial Services Across Cultures' (Journal of Marketing, 2010). She has received major awards including HKBU President's Award for Outstanding Performance in Research Supervision (2025), School of Business Award for Research Supervision (2025), Marketing Science Institute Young Scholar (2015), Best Service Article of Journal of Marketing (2011), Emerald Literati Awards for Excellence and Outstanding Reviewer (Journal of Marketing), and multiple Best Reviewer/Outstanding Reviewer honors from journals like Journal of Services Marketing (2020) and Journal of Global Marketing (2026). Her scholarship has amassed over 2,600 citations on Google Scholar, exerting substantial influence on customer behavior, service innovation, and AI integration in frontline services.
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