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Ming-Hui Huang
National Taiwan University
BusinessEconomicsMarketingService level requirementMarketing research
24Publications
11H-index
781Citations
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Publications 38
Newest
#1Ming-Hui Huang (NTU: National Taiwan University)H-Index: 11
#2Roland T. Rust (UMD: University of Maryland, College Park)H-Index: 58
This article develops a strategic framework for using artificial intelligence (AI) to engage customers for different service benefits. This framework lays out guidelines of how to use different AIs...
1 CitationsSource
#1Ming-Hui Huang (NTU: National Taiwan University)H-Index: 11
#2Chekitan S. Dev (Cornell University)H-Index: 14
Abstract Service brands are increasingly dominating the economy. However, there is limited knowledge about how to grow service brands, and whether growing service brands will require strategies different from the strategies that are based on goods brand research. To address this knowledge gap, this paper conceptualizes a “ServBrand triad” based on the service literature, and empirically demonstrates how its three drivers are related to service brand growth. Service brand growth is defined as pos...
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#1Ming-Hui Huang (NTU: National Taiwan University)H-Index: 11
#2Michael Trusov (UMD: University of Maryland, College Park)H-Index: 11
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...
Source
#1Ming-Hui Huang (NTU: National Taiwan University)H-Index: 11
#2Roland T. Rust (UMD: University of Maryland, College Park)H-Index: 58
Last. Vojislav Maksimovic (UMD: University of Maryland, College Park)H-Index: 42
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The capability of AI is currently expanding beyond mechanical and repetitive to analytical and thinking. A “Feeling Economy” is emerging, in which AI performs many of the analytical and thinking ta...
1 CitationsSource
#1Ming-Hui Huang (NTU: National Taiwan University)H-Index: 11
#2Roland T. Rust (UMD: University of Maryland, College Park)H-Index: 58
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 repl...
71 CitationsSource
#1Ming-Hui Huang (NTU: National Taiwan University)H-Index: 11
#2Roland T. Rust (UMD: University of Maryland, College Park)H-Index: 58
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 ...
19 CitationsSource
#1Detelina Marinova (MU: University of Missouri)H-Index: 10
#2Ko de Ruyter (City University London)H-Index: 45
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 fr...
28 CitationsSource
#1Anat Rafaeli (Technion – Israel Institute of Technology)H-Index: 33
#2Daniel Altman (Technion – Israel Institute of Technology)H-Index: 3
Last. Ko de Ruyter (City University London)H-Index: 45
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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 artic...
25 CitationsSource
#1Anat RafaeliH-Index: 33
#2Daniel AltmanH-Index: 3
Last. Ko de RuyterH-Index: 45
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...
4 CitationsSource
Jan 1, 2016 in ICIS (International Conference on Information Systems)
#1Ming-Hui Huang (NTU: National Taiwan University)H-Index: 11
#2William Rand (UMD: University of Maryland, College Park)H-Index: 18
Last. Roland T. Rust (UMD: University of Maryland, College Park)H-Index: 58
view all 3 authors...
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