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Ming-Hui Huang
National Taiwan University
21Publications
10H-index
659Citations
Publications 21
Newest
#1Ming-Hui Huang (NTU: National Taiwan University)H-Index: 10
#2Roland T. Rust (UMD: University of Maryland, College Park)H-Index: 55
Last.Vojislav Maksimovic (UMD: University of Maryland, College Park)H-Index: 44
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#1Ming-Hui Huang (NTU: National Taiwan University)
#2Michael Trusov (UMD: University of Maryland, College Park)H-Index: 10
Abstract Customer satisfaction contributes to firm financial performance, but does it contribute to top executives' pay? Our empirical evidence shows that it may not. Customer-satisfying executives tend to have lower pay than their productive peers, even if both satisfaction and productivity contribute to firm financial performance. Thus, customer satisfaction is underappreciated, which may result in both less societal welfare and worse company performance. We propose a board myopia mechanism to...
#1Ming-Hui Huang (NTU: National Taiwan University)H-Index: 10
#2Roland T. Rust (UMD: University of Maryland, College Park)H-Index: 55
Artificial intelligence (AI) is increasingly reshaping service by performing various tasks, constituting a major source of innovation, yet threatening human jobs. We develop a theory of AI job replacement to address this double-edged impact. The theory specifies four intelligences required for service tasks—mechanical, analytical, intuitive, and empathetic—and lays out the way firms should decide between humans and machines for accomplishing those tasks. AI is developing in a predictable order, ...
#1Ming-Hui Huang (NTU: National Taiwan University)H-Index: 10
#2Roland T. Rust (UMD: University of Maryland, College Park)H-Index: 55
Advancements in technology are radically transforming service, and increasingly providing the underlying basis for service strategy. In this paper, we develop a typology and positioning map for service strategy, in the context of rapid technological change, and outline the process for firms to position or reposition their service strategies. Which strategy to choose is based on the degree to which customer demand is heterogeneous, and the degree to which potential customer lifetime value varies ...
#1Detelina Marinova (MU: University of Missouri)H-Index: 9
#2Ko de Ruyter (City University London)H-Index: 40
Last.Goutam ChallagallaH-Index: 1
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Smart technologies are rapidly transforming frontline employee-customer interactions. However, little academic research has tackled urgent, relevant questions regarding such technology-empowered frontline interactions. The current study conceptualizes (1) smart technology use in frontline employee-customer interactions, (2) smart technology–mediated learning mechanisms that elevate service effectiveness and efficiency performance to empower frontline interactions, and (3) stakeholder interaction...
#1Anat Rafaeli (Technion – Israel Institute of Technology)H-Index: 31
#2Daniel Altman (Technion – Israel Institute of Technology)H-Index: 3
Last.Ko de Ruyter (City University London)H-Index: 40
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This article contains a set of six invited commentaries written by leading scholars, expressing varied perspectives on the future of frontline research and on the frontline domain itself. The article accompanies the Journal of Service Research special issue on organizational frontlines. In their commentaries, the authors share insightful views on areas of personal interest ranging from employee emotion and customer relationship building to the effect of technology and its implementation at the o...
#1Anat RafaeliH-Index: 31
#2Daniel AltmanH-Index: 3
Last.Ko de RuyterH-Index: 40
view all 8 authors...
This article contains a set of six invited commentaries written by leading scholars, expressing varied perspectives on the future of frontline research and on the frontline domain itself. The article accompanies the Journal of Service Research special issue on organizational frontlines. In their commentaries, the authors share insightful views on areas of personal interest ranging from employee emotion and customer relationship building to the effect of technology and its implementation at the o...
Jan 1, 2016 in ICIS (International Conference on Information Systems)
#1Ming-Hui Huang (NTU: National Taiwan University)H-Index: 10
#2William Rand (UMD: University of Maryland, College Park)H-Index: 16
Last.Roland T. Rust (UMD: University of Maryland, College Park)H-Index: 55
view all 3 authors...
#1Roland T. RustH-Index: 55
#2Ming-Hui HuangH-Index: 10
Contents: PART I: INTRODUCTION 1. Service Marketing Research: Emerging Directions Roland T. Rust and Ming-Hui Huang PART II: CUSTOMER RELATIONSHIPS AND LOYALTY 2. Building Long-Term Relationships between Service Organizations and Customers Ruth N. Bolton and Ranjit M. Christopher 3. Loyalty: Variations on a Theme Lerzan Aksoy, Timothy L. Keiningham and Richard L. Oliver 4. A Comparison of Relationship Marketing Models Tracey S. Dagger and Peter S. Danaher 5. Loyalty: Its Biogenic, Psychological ...
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