Faculty Information - CHEN Shu-Ching

（Last updated : 2023-07-21 20:27:30）

CHEN Shu-Ching
Department Ritsumeikan Asia Pacific University College of International Management

Position Professor

■ Education

1.		, Doctor of Philosophy (Marketing), University of Adelaide, Australia
2.		, Master of Science (Marketing), University of Stirling, U.K.

■ Message

Message to undergraduate students: Enjoy every moment at APU and create your personal value from it. You can then confidently head out to the world and towards what you are interested in. Message to graduate school students: Impossible is nothing. But be sure you are well equipped.

■ Current specialized field

Marketing and Management (Key Word：Customer loyalty; E-loyalty; Customer value; Market orientation; Pricing; Services; Online community; Branding; Hospitality)

■ Books and theses

1.	2023	Article	Managing conflicts to improve the retail networks in China: replication research with extensions Asia Pacific Journal of Marketing and Logistics 35(3),pp.493-510 (Single)
2.	2022	Article	University Branding: Student Experience, Value Perception, and Consumption Journey Journal of Marketing for Higher Education (Single)
3.	2021	Article	Effects of Concealing vs. Displaying Prices on Consumer Perceptions of Hospitality Products International Journal of Hospitality Management (92) (Collaboration)
4.	2020	Book	Customer Experience of Value: Some Insights into the Satisfaction–Loyalty Link and Customer Loyalty Retention, In: Marketing Opportunities and Challenges in a Changing Global Marketplace, (Eds.) Wu S., Pantoja F. and Krey N. (Single)
5.	2018	Article	Customer Experience, Value, Satisfaction and Loyalty: Implications in Hospitality Proceedings of Advances in Hospitality and Tourism Marketing and Management Conference (Single)
6.	2018	Article	Improving Business Practices through Marketing Insights Asia Pacific Conference (Single)
7.	2017	Article	Customer Experiences and Consumer Journeys Proceedings of Annual conference of European Institute of Retailing and Services Studies (Single)
8.	2016	Book	Customer Experience of Value in the Service Encounter (Single)
9.	2016	Book	Customer Loyalty in the Auction E-service Encyclopedia of E-Commerce Development, Implementation, and Management (Single)
10.	2016	Book	The Relative Contribution of Love and Trust Toward Customer Loyalty, In Let's Get Engaged! Crossing the Threshold of Marketing’s Engagement Era, (Eds.) Obal, M.W., Krey, N. and Bushardt, C. (Single)
11.	2016	Book	The Role of Competition in the Service Encounter: The Loyal Consumer Perspective, In: Let's Get Engaged! Crossing the Threshold of Marketing’s Engagement Era, (Eds.) Obal, Michael W., Krey, Nina, Bushardt, Christian (Single)
12.	2015	Article	Customer value and customer loyalty: Is competition a missing link? Journal of Retailing and Consumer Services 22(January),pp.107-116 (Single)
13.	2015	Article	Service Branding in Higher Education: A Preliminary Study in Japan Proceedings of Annual conference of European Institute of Retailing and Services Studies (Single)
14.	2015	Article	The Relative Contribution of Love and Trust toward Customer Loyalty Naples Forum on Service (Collaboration)
15.	2015	Article	The relative contribution of love and trust toward customer loyalty Australasian Marketing Journal 23(1),pp.13-18 (Collaboration)
16.	2014	Article	The Relative Contribution of Love and Trust toward Customer Loyalty Proceedings of Annual Conference (full paper), Academy of Marketing Science (AMS) (Single)
17.	2014	Article	The Role of Competition in the Service Encounter Proceedings of Annual Conference (full paper), Academy of Marketing Science (AMS) (Single)
18.	2013	Article	What does Competition Matter in the Moments of Truth? A Dyadic View Proceedings of Frontiers in Service Conference (Single)
19.	2012	Article	Customer Loyalty: Trust and Love in Service Proceedings of European Institute of Retailing and Services Studies (EIRASS) Conference pp.31 (Single)
20.	2012	Article	The Customer Satisfaction-Loyalty Relation in an Interactive E-Service Setting: The Mediators Journal of Retailing and Consumer Services 19(2),pp.202-210 (Single)
21.	2011	Article	Subtext and Play-text in a Hairdresser Online Discussion Forum Proceedings of 25th Annual Australian and New Zealand Academy of Management (ANZAM) Conference (Collaboration)
22.	2010	Article	A Study of Customer E-loyalty: The Role of Mediators Proceedings of Annual Conference (full paper), Academy of Marketing Science (AMS) (Single)
23.	2009	Article	A Value-based Perspective of Market Orientation and Customer Service Journal of Retailing and Consumer Services 16(3),pp.197-206 (Collaboration)
24.	2009	Article	The Efficacy of the Predictions for Customer Retention in an Interactive Relationship Proceedings of Annual Conference, Australian and New Zealand Marketing Academy (ANZMAC) (Collaboration)
25.	2008	Article	A Comparison of Uni- and Multi- Loyal Customers in Store Choice: The Antecedents and Performance Consequences Proceedings of Annual Conference, Australian and New Zealand Marketing Academy (ANZMAC) (Collaboration)
26.	2008	Article	Effects of Guanxi Investment on Customer Loyalty in the Chinese Market: An Empirical Study Frontiers of Business Research in China 2(1),pp.95-115 (Collaboration)
27.	2008	Article	Managing Customer Service from a Value-based Perspective of Market Orientation Proceedings of Annual Global Marketing Conference (full paper), Korean Academy of Marketing Science (Collaboration)
28.	2007	Article	Implementation and Outcomes of Customer Value: A Dyadic Approach The Service Industries Journal 27(6),pp.779-794 (Collaboration)
29.	2006	Article	An Empirical Study on the Effects of Win-back Strategy on Company Performances in China Market International Journal of Business and Management 1(5),pp.68-74 (Collaboration)
30.	2006	Article	Modelling Store Loyalty: Perceived Value in Market Orientation Practice Journal of Services Marketing 20(3),pp.188-198 (Collaboration)
31.	2005	Article	Developing a Value-based Measure of Market Orientation in an Interactive Service Relationship Journal of Marketing Management 21(43654),pp.779-808 (Collaboration)
32.	2005	Article	Understanding Customer Value in the Market-oriented Service: The Employee-Consumer Perspectives International Association for Chinese Management Research (IACMR) (Single)
33.	2004	Article	Modelling Customer Retention: A Value-based Perspective of Market Orientation Proceedings of Annual Conference (full paper), Academy of Marketing Science (AMS) (Single)
34.	2003	Article	Developing a Value-based Scale Measuring Market Orientation: The Identical View of the Firms and the Customers Proceedings of the 32nd European Marketing Academy (EMAC) Conference (Collaboration)
35.	2002	Article	An Exploratory Study of Customer Value in the Implementation of Market Orientation: A Dyad Perspective in a Service Context Proceedings of the 31st European Marketing Academy (EMAC) Conference (Single)
36.	2002	Article	The Role of Customer Value in the Market Orientation Practice: A Qualitative Investigation from a Dyad Perspective Proceedings of the Services Marketing and Management Conference (Collaboration)
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■ Academic or professional association memberships

1.		American Marketing Association (AMA)
2.		Academy of Marketing Science (AMS)
3.		SERVSIG, American Marketing Association
4.		Australian and New Zealand Marketing Academy (ANZMAC)
5.		European Marketing Academy (EMAC)
6.		European Institute of Retailing and Services Studies (EIRSS)
7.		Korean Academy of Marketing Science (KAMS)
8.		International Association for Chinese Management Research
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■ Conference presentations

1.	2023	Consumer Experience of Value in Consumption Journey: Evidence and Implications for Branding (AMA Winter Academic Conference, American Marketing Association (AMA))
2.	2022	Conflict Management Decision and Channel Member Performance (Annual Conference, Australian and New Zealand Marketing Academy)
3.	2019	Customer Experience of Value: Some Insights into the Satisfaction-Loyalty Link and Customer Loyalty Retention (Academy of Marketing Science)
4.	2018	Customer Experience, Value, Satisfaction and Loyalty: Implications in Hospitality (Advances in Hospitality and Tourism Marketing and Management Conference)
5.	2018	Consumer Experience, Customer Value, and Branding (Excellence in Services International Conference)
6.	2018	Improving Business Practices through Marketing Insights (Asia Pacific Conference)
7.	2018	A Study of Branding in the Higher Education Sector (Public lecture/ Asia Institute Tasmania)
8.	2017	Customer Experiences and Consumer Journeys (Annual conference of European Institute of Retailing and Services Studies)
9.	2016	Exploring Customer Experience of Value for Customer Loyalty: A Review and Implications (Annual conference of European Institute of Retailing and Services Studies)
10.	2015	Service Branding in Higher Education: A Preliminary Study in Japan (Annual conference of European Institute of Retailing and Services Studies)
11.	2015	The Relative Contribution of Love and Trust toward Customer Loyalty (Naples Forum on Service)
12.	2014	The Role of Competition in the Service Encounter (Annual conference of Academy of Marketing Science (AMS))
13.	2014	The Relative Contribution of Love and Trust toward Customer Loyalty (Annual conference of Academy of Marketing Science (AMS))
14.	2013	What does Competition Matter in the Moments of Truth? A Dyadic View (Frontiers in Service)
15.	2013	The Missing Link between Customer Value and Loyalty in the Moments of Truth (International Research Symposium on Service Excellence in Management, QUIS 13)
16.	2012	Customer Loyalty: Trust and Love in Service (The 19th European Institute of Retailing and Services Studies (EIRASS) Conference)
17.	2011	Subtext and Play-text in a Hairdresser Online Discussion Forum (Annual conference, Australian and New Zealand Academy of Management (ANZAM))
18.	2011	Service Encounter: Loyalty, Customer Value and Competition (American Marketing Association (AMA) Summer Marketing Educators' Conference)
19.	2010	A Study of Customer E-loyalty: The Role of Mediators (Annual Conference, Academy of Marketing Science (AMS))
20.	2009	The Efficacy of the Predictions for Customer Retention in an Interactive Relationship (Annual Conference, Australian and New Zealand Marketing Academy (ANZMAC))
21.	2009	A Study of the Mediators on the Customer Satisfaction-Loyalty Relationship in Non-Store Retailing Context (The 38th European Marketing Academy (EMAC) Conference)
22.	2009	Managing the Employee-Customer Relationship for Service Advantage: A Value-based Market Orientation Approach (Annual Conference, Academy of Marketing Science (AMS))
23.	2008	A Comparison of Uni- and Multi- Loyal Customers in Store Choice: The Antecedents and Performance Consequences (Annual Conference, Australian and New Zealand Marketing Academy (ANZMAC))
24.	2008	A Conceptual Framework for Managing Multi-store Loyal Consumers in China (The 15th European Institute of Retailing and Services Studies (EIRASS) Conference)
25.	2008	A Comparison of Uni- and Multi- Loyal Customers in Store Choice: The Antecedents and Performance Consequences (The 37th European Marketing Academy (EMAC) Conference)
26.	2008	Managing Customer Service from a Value-based Perspective of Market Orientation (Global Marketing Conference, Korean Academy of Marketing Science)
27.	2005	Understanding Customer Value in the Market-oriented Service: The Employee-Consumer Perspectives (Chinese Management Scholar Research Methods Workshop)
28.	2004	Modelling Customer Retention: A Value-based Perspective of Market Orientation (Annual Conference, Academy of Marketing Science (AMS))
29.	2003	Developing a Value-based Scale Measuring Market Orientation: The Identical View of the Firms and the Customers (The 32nd European Marketing Academy (EMAC) Conference)
30.	2002	The Role of Customer Value in the Market Orientation Practice: A Qualitative Investigation from a Dyad Perspective (Services Marketing and Management Conference)
31.	2002	An Exploratory Study of Customer Value in the Implementation of Market Orientation: A Dyad Perspective in a Service Context (The 31st European Marketing Academy (EMAC) Conference)
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■ E-Mail address