Wan, Lisa C.

Biography

Prof. Lisa C. Wan is an Associate Professor of School of Hotel and Tourism Management and Department of Marketing at The Chinese University of Hong Kong (CUHK) Business School. She is also the Director of the Centre for Hospitality and Real Estate Research. She was the recipient of the Vice-Chancellor’s Exemplary Teaching Award 2017 presented by CUHK, the Faculty Teaching Excellence Award 2017 and the Faculty Teaching Merit Award 2012-2017, 2018-19 presented by CUHK Business School.

Prof. Wan’s research interests include services marketing and service failure, consumer/tourist reactions to service robots and technologies, cross-cultural consumer behaviour, consumer/tourist green consumption, and tourist misbehaviors. Her works has appeared in the top-tier marketing and hospitality journals, including Journal of Consumer Research, Journal of International Marketing, Journal of the Association for Consumer Research, Journal of Business Research, Annals of Tourism Research, Tourism Management, International Journal of Hospitality Management, and Journal of Hospitality and Tourism Research etc. She reviews for major Marketing and Hospitality journals, including Journal of Consumer Research, Journal of Retailing, European Journal of Marketing, Journal of Business Research, Tourism Management, International Journal of Hospitality Management, and Journal of Hospitality and Tourism Research.

One of her recent publications about consumer reactions to service robots in Covid19 has attracted 368 local and international media pickups. The article was disseminated to 15,864 media around the world and 1,253 journalists read the article.

Prof. Wan’s teaching interests include Strategic Brand Management, Theory Construction for the Hospitality and Real Estate Industries, and Services Marketing. She served as a judge for The Hong Kong Corporate Branding Award 2010-2012. She also provides consultancy services to external organisations.

Teaching Areas

Strategic Brand Management
Theory Construction for the Hospitality Industries
Seminar in Research Issues in Hospitality, Tourism and Real Estate

Research Interests

Services Marketing and Service Failure
Cross-cultural Consumer Behaviour
Service Robots and Technologies
Consumer/Tourist Behaviours

• Publications & Working Papers
  • Lisa C. Wan and Robert S. Wyer, “The Role of Incidental Embarrassment on Social Interaction Behavior,” Social Cognition, forthcoming.
  • Lisa C. Wan, Elisa K. Chan, and Xiaoyan Luo, “Robots Come to Rescue: How to Reduce Perceived Risk of Infectious Disease in Covid19-stricken Consumers?” Annals of Tourism Research, forthcoming.
  • Lisa C. Wan, Michael K. Hui, and Yao (Chloe) Qiu, “Tourist Misbehavior: Psychological Closeness to Fellow Consumers and Informal Social Control,” Tourism Management, forthcoming.
  • Lisa C. Wan and Robert S. Wyer (2019), “The Influence of Incidental Similarity on Observers’ Causal Attributions and Reactions to a Service Failure?” Journal of Consumer Research, 45(6), 1350-68.
  • Robert S. Wyer, Ping Dong, Xun (Irene) Huang, Zhongqiang (Tak) Huang, and Lisa C. Wan (2019), “The Effect of Incidental Emotions on Judgments and Behavior in Unrelated Situations: A Review,” Journal of the Association for Consumer Research, 4(2), 198-207. (All but the first author are listed in alphabetical order.)
  • Lei Su, Lisa C. Wan, and Robert S. Wyer (2018), “The Contrasting Influences of Incidental Anger and Fear on Responses to a Service Failure?” Psychology & Marketing, 1-10. (The first two authors contributed equally.)
  • Yuansi Hou, Yixia Sun, Lisa C. Wan, and Wan Yang (2018), “How Can Psychological Contagion Effect Be Attenuated? The Role of Boundary Effect on Menu Design,” Journal of Hospitality and Tourism Research, 42 (4), 606-26.
  • Lisa C. Wan and Robert S. Wyer (2015), “Consumer Reactions to Attractive Service Providers: Approach or Avoid?“ Journal of Consumer Research, 42(4), 578-95.
  • Peng Ling, Lisa C. Wan, and Patrick S. Poon (2014), “Self-Discrepancy and Consumer Responses to Counterfeit Products.” In Multinationals and Global Consumers: Tension, Potential and Competition, London: Palgrave Macmillan, pp. 207-224.
  • Lisa C. Wan and Maggie Y. Chu (2014), “Cross-Cultural Research on Consumer Responses to Service Failure: A Critical Review.” In Multinationals and Global Consumers: Tension, Potential and Competition, London: Palgrave Macmillan, pp. 185-206.
  • Lisa C. Wan and Patrick S. Poon (2014), “Tourist Views on Green Brands: The Role of Face Concern,” Annals of Tourism Research, 46, 173-175.
  • Lisa C. Wan (2013), “Culture’s Impact on Consumer Complaining Responses to Embarrassing Service Failure,” Journal of Business Research, 66(3), 298-305.
  • Peng Ling, Ada Hiu-kan Wong, and Lisa C. Wan (2012), “The Effects of Image Congruence and Self-Monitoring on Product Evaluations: A Comparison between Genuine and Counterfeit Products,” Journal of Global Marketing, 25(1).
  • Michael King-man Hui, Candy Ho, and Lisa C. Wan (2011), “Prior Relationships and Consumer Responses to Service Failures: A Cross-Cultural Study,” Journal of International Marketing, 19(1), 59-81.
  • Lisa C. Wan, Michael King-man Hui, and Robert S. Wyer (2011), “The Role of Relationship Norms in Responses to Service Failures,” Journal of Consumer Research, 38(2), 260-277.
  • Lisa C. Wan, Elisa K. Chan, and Lily L. Su (2011), “When Will Customers Care about Service Failures that Happened to Strangers? The Role of Personal Similarity and Regulatory Focus and Its Implication on Service Evaluation,” International Journal of Hospitality Management, 30, 213-220.
  • Hak-sin Chan and Lisa C. Wan (2009), “Dual Influences of Moderating Variables in the Dissatisfaction Process: Theory and Evidence,” Journal of International Consumer Marketing, 21(2), 125-135.
  • Hak-sin Chan, Lisa C. Wan, and Leo Yat-ming Sin (2009), “The Contrasting Effects of Culture on Consumer Tolerance: Interpersonal Face and Impersonal Fate,” Journal of Consumer Research, 36, 292-304.
  • Hak-sin Chan and Lisa C. Wan (2008), “Consumer Responses to Service Failures: A Resource Preference Model of Cultural Influences,” Journal of International Marketing, 16(1), 72-97.
  • Hak-sin Chan, Lisa C. Wan, and Leo Yat-ming Sin (2007), “Hospitality Service Failures: Who Will Be More Dissatisfied?“ International Journal of Hospitality Management, 26, 531-545.

• Grants
  • “When Attractive Service Providers Make Mistakes: Who Will Be More Dissatisfied?”, awarded by Research Grants Council (RGC) of Hong Kong, 2015-2018 (Principal Investigator)
  • “The Influence of Incidental Similarity on Consumers’ Causal Attributions and Reactions to Observable Service Failures Across Cultures”, awarded by Research Grants Council (RGC) of Hong Kong, 2014-2017 (Principal Investigator)
  • “Consumer Reactions to Attractive Service Providers: Approach or Avoid?”, awarded by Research Grants Council (RGC) of Hong Kong, 2013-2016 (Principal Investigator)
  • “Incidental Emotion as Antecedent of Attribution in Service Failure Context”, General Research Fund,  awarded by Research Grants Council (RGC) of Hong Kong, 2013-2016 (Co-investigator)
  • “Halting Wasteful Consumption: The Differential Impact of Guilt and Shame”, Competitive Research Funding Schemes for the Local Self-financing Degree Sector 2016/17 (Faculty Development Scheme), awarded by Research Grants Council (RGC) of Hong Kong (Co-investigator)

• Awards & Honours
  • Vice-Chancellor’s Exemplary Teaching Award 2017, The Chinese University of Hong Kong
  • Faculty Teaching Excellence Award, CUHK Business School, The Chinese University of Hong Kong, 2016-17
  • Faculty Teaching Merit Award, CUHK Business School, The Chinese University of Hong Kong, 2015-16
  • Faculty Teaching Merit Award, CUHK Business School, The Chinese University of Hong Kong, 2014-15
  • Faculty Teaching Award, CUHK Business School, The Chinese University of Hong Kong, 2013-14
  • Faculty Teaching Award, CUHK Business School, The Chinese University of Hong Kong, 2012-13
  • Best Paper Award for Consumer Behaviour and Marketing Track 2013, Academy of International Business Southeast Asia Regional Conference