On 20 Apr 2017, the Research Institute for Business (RIB) and the Department of Marketing were honoured to have Prof Lisa C Wan as the guest speaker of a Research Method Workshop with the topic “Research and Insights on Consumer Reactions to Service Failures”. Prof Wan is Director of the Centre for Hospitality and Real Estate Research, the School of Hotel and Tourism Management, the Chinese University of Hong Kong.

In the workshop, Prof Wan shared her research in consumer behaviours when facing service failures. Interestingly, the study found that there are many factors affecting the emotional feedback of consumers other than service quality, such as appearance of service provider(s), environmental factors, and “Incidental Similarity”. The workshop attracted staff from various departments, including Department of Marketing, Department of Management, and Department of Supply Chain and Information Management. Prof Wan, based on previous studies on different countries and cultures, shared a host of inspiring insights that benefit the research of our colleagues. Participants were eager to share their views and discuss topics of interest.

We look forward to more collaboration opportunities with Prof Wan and her Centre in the near future.