Specialty: Marketing
Highest Degree: PhD (2011)
Responsibilities: UT, MT, DT, ADM, RES
Teaching History
· 2025-2: SMA8002 Multivariate Statistics (3 credits, 33 students)
· 2025-2: GBM9049 Retail Management (2 credits, 5 students)
· 2025-1: BUS2003 Marketing Management (3 credits, 67 students)
· 2025-1: BUS3080 Services Marketing (3 credits, 68 students)
Activities
· March 2021, "A review of customer citizenship behaviors in the service context", SERVICE INDUSTRIES JOURNAL, ROUTLEDGE JOURNALS
· December 2021, "The Effect of Greenwashing on Green Brand Loyalty: Focusing on Green Skepticism, Green Attribute Transparency, Green Brand Image, and Green Brand Trust", Services Marketing Journal, Service Marketing Association
· December 2021, "The Effects of Dysfunctional Customer Behavior on Job Burnout and Service Performance: A Moderated Mediation Model of Commitment to Service Quality", Services Marketing Journal, Service Marketing Association
· June 2021, "The effects of a psychological brand contract breach on customers' dysfunctional behavior toward a brand", JOURNAL OF SERVICE THEORY AND PRACTICE, EMERALD GROUP PUBLISHING LTD
· March 2021, "2021학년도 ERICA OUTSTANDS 연구지원", 대학연구활동지원 > 연구관리지원 > ERICA OUTSTANDS 교내 연구지원사업, 한양대학교 에리카산학협력단
· January 2021, "TRANSLATING ORGANIZATIONAL INNOVATIVENESS TO CREATIVE CUSTOMER BEHAVIOR", The 26th Annual Graduate Education and Graduate Student Research Conference in Hospitality and Tourism, THE UNIVERSITY OF HOUSTON & THE HONG KONG POLYTECHNIC UNIVERSITY
· June 2022, "Demystifying the impact of customer participation on citizenship behaviors through interpersonal attraction and its contingencies", JOURNAL OF BUSINESS RESEARCH, ELSEVIER SCIENCE INC
· July 2022, "고객시민행동이 고객불량행동에 미치는 영향", 학술·인문사회사업 > 인문사회기초연구사업 > 중견연구자지원사업(인문사회), (재)한국연구재단
· January 2022, "The effects of a psychological contract breach on customer-directed deviance", JOURNAL OF BUSINESS RESEARCH, ELSEVIER SCIENCE INC
· February 2022, "Customer-Oriented Constructive Deviance as a Reaction to Organizational Injustice Toward Customers", CORNELL HOSPITALITY QUARTERLY, SAGE PUBLICATIONS INC
· March 2022, "Effects of characteristics of in-store retail technology on customer citizenship behavior", JOURNAL OF RETAILING AND CONSUMER SERVICES, ELSEVIER SCI LTD
· July 2022, "Dysfunctional customer behavior and commitment to service quality", MARKETING INTELLIGENCE & PLANNING, EMERALD GROUP PUBLISHING LTD
· July 2023, "고객시민행동이 고객불량행동에 미치는 영향", 학술·인문사회사업 > 인문사회기초연구사업 > 중견연구자지원사업(인문사회), (재)한국연구재단
· September 2023, "Influence of dysfunctional customer behavior on depersonalization and service sabotage in the service industry", Services Marketing Quarterly, Taylor & Francis
· June 2023, "Translating Transformational Leadership and Organizational Innovativeness Into Creative Customer Behavior: Underlying Processes and Boundary Conditions", CORNELL HOSPITALITY QUARTERLY, SAGE PUBLICATIONS INC
· June 2023, "Effects of augmented reality technology characteristics on customer citizenship behavior", JOURNAL OF RETAILING AND CONSUMER SERVICES, ELSEVIER SCI LTD
· February 2023, "Unpacking the relationship between customer citizenship behavior and dysfunctional customer behavior: the role of customer moral credits and entitlement", JOURNAL OF SERVICE THEORY AND PRACTICE, EMERALD GROUP PUBLISHING LTD
· January 2023, "Curvilinear Relationship between Customer Engagement and Responses to Service Failures", SERVICE INDUSTRIES JOURNAL, ROUTLEDGE JOURNALS
· December 2023, "The impact of service robots on _x000B_service-oriented organizational citizenship behavior", ANZMAC 2023, Australian & New Zealand Marketing Academy
· December 2024, "Algorithmic Management and Gig Workers Citizenship Behavior", ANZMAC 2024, ANZMAC
· February 2024, "Unraveling the impact of unethical pro-organizational behavior: the roles of manager-employee exchange, customer-employee exchange, and reciprocity beliefs", CURRENT PSYCHOLOGY, SPRINGER
· July 2024, "고객시민행동이 고객불량행동에 미치는 영향", 학술·인문사회사업 > 인문사회기초연구사업 > 중견연구자지원사업(인문사회), (재)한국연구재단
· June 2024, "Exploring the Impact of Service Failures by Robots on Employee Attitudes, Behaviors, and Customer Satisfaction: The Moderating Role of Employee Autonomy", AIRSI2024 The Metaverse Conference, AIRSI2024 The Metaverse Conference Editorial Office
· November 2024, "The Dual Impact of Algorithmic Management on Gig Workers Citizenship Behavior", 2024 International Conference of Asian Marketing Associations (ICAMA), Korean Marketing Association
· February 2024, "How customer incivility affects organization citizenship behavior: roles of depersonalization, resilience, and caring climate", JOURNAL OF SERVICES MARKETING, EMERALD GROUP PUBLISHING LTD
· August 2024, "Fostering customer-oriented constructive deviance: the influence of moral emotions and moral disengagement", INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT, EMERALD GROUP PUBLISHING LTD
· October 2024, "Bridging the gap: Exploring the nexus of service robot personalization, customer identification, and citizenship behaviors", JOURNAL OF RETAILING AND CONSUMER SERVICES, ELSEVIER SCI LTD
· June 2025, "The Role of Brand Nostalgia in Fostering Brand Loyalty: Effects of Brand Passion, Brand Affection, and Self-Brand Connection", Services Marketing Journal, Service Marketing Association
· August 2025, "Witnessing robot mistreatment: A dual-path model of behavioral contagion and empathy in customer observers", JOURNAL OF RETAILING AND CONSUMER SERVICES, ELSEVIER SCI LTD
· November 2025, "The dual outcomes of supervisor incivility: Exploring the roles of social sharing", INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT, ELSEVIER SCI LTD
· June 2025, "The Double-Edged Sword of Robot Anthropomorphism: Cognitive Load, Stress, and Dysfunctional Customer Behavior in Service Interactions", 19th International Research Symposium on Service Excellence in Management (QUIS19), Roma Tre University, Rome, Italy
· February 2025, "The effect of service robots on employees’ customer service performance and service-oriented organizational citizenship behavior", JOURNAL OF SERVICE THEORY AND PRACTICE, EMERALD GROUP PUBLISHING LTD
· March 2025, "The Dark Side of Fairness: How Perceived Fairness in Service Robot Implementation Leads to Employee Dysfunctional Behavior", JOURNAL OF SERVICES MARKETING, EMERALD GROUP PUBLISHING LTD
· March 2025, "Unveiling the Nexus: Service robot support and proactive customer service performance in hospitality industry", INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT, ELSEVIER SCI LTD
· March 2025, "Justice Perceptions and Customer Forgiveness: The Moderating Effect of Relationship Quality in Service Recovery", Asia-Pacific Journal of Business, Institute of Management and Economics, Kangwon National University
· April 2025, "The Dark Side of Robot Anthropomorphism: Cognitive Load, Stress, and Dysfunctional Customer Behavior", SERVICE INDUSTRIES JOURNAL, ROUTLEDGE JOURNALS
· September 2025, "Algorithmic management and gig workers: engagement, exhaustion and citizenship behavior", MANAGEMENT DECISION, EMERALD GROUP PUBLISHING LTD
· June 2025, "When Machines Make Amends: The Differential Impact of Human vs. Robotic Service Recovery on Justice Perceptions and Customer Satisfaction", Journal of New Industry and Business, ESB Management Research Center