Publications

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. She is an editorial board member of Journal of Hospitality and Tourism Research.

Tourist Views on Green Brands: The Role of Face Concern

Wan, Lisa C. and Patrick S. Poon (2014)
Annals of Tourism Research, 46, 173-175

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Culture’s Impact on Consumer Complaining Responses to Embarrassing Service Failure

Wan, Lisa C. (2013)
Journal of Business Research, 66(3), 298-305

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The Effects of Image Congruence and Self-Monitoring on Product Evaluations: A Comparison between Genuine and Counterfeit Products

Peng, Ling, Ada Hiu Kan Wong, and Lisa C. Wan (2012)
Journal of Global Marketing, 25(1), 17-28

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The Role of Relationship Norms in Responses to Service Failures

Wan, Lisa C., Michael K. Hui, and Robert S. Wyer (2011)
Journal of Consumer Research, 38(2), 260-77

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Prior Relationships and Consumer Responses to Service Failures: A Cross-Cultural Study

Hui, Michael K., Candy K. Y. Ho, and Lisa C. Wan (2011)
Journal of International Marketing, 19(1), 59-81

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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

Wan, Lisa C., Elisa K. Chan, and Lily L. Su (2011)
International Journal of Hospitality Management, 30, 213-220

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Dual Influences of Moderating Variables in the Dissatisfaction Process: Theory and Evidence

Chan, Haksin and Lisa C. Wan (2009)
Journal of International Consumer Marketing, 21(2), 125-135

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The Contrasting Effects of Culture on Consumer Tolerance: Interpersonal Face and Impersonal Fate

Chan, Haksin, Lisa C. Wan, and Leo Yat-ming Sin (2009)
Journal of Consumer Research, 36(2), 292-304

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Consumer Responses to Service Failures: A Resource Preference Model of Cultural Influences

Chan, Haksin and Lisa C. Wan (2008)
Journal of International Marketing, 16(1), 72-97
(Authors contributed equally.)

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Hospitality Service Failures: Who Will Be More Dissatisfied?

Chan, Haksin, Lisa C. Wan, and Leo Yat-ming Sin (2007)
International Journal of Hospitality Management, 26(3), 531-545

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