All Stories

  1. An Exploration of Sport Fandom in Online Communities

    Article • International Journal of Sport Communication, February 2019, Human Kinetics

    Dr Yingzi Xu

  2. The impact of backstage cues on service evaluation

    Article • International Journal of Quality and Service Sciences, June 2017, Emerald

    Dr Yingzi Xu

  3. Who is talking, who is listening? Service recovery through online customer-to-customer interactions

    Article • Marketing Intelligence & Planning, May 2016, Emerald

    Dr Yingzi Xu

  4. Show you care: initiating co-creation in service recovery

    Article • Journal of Service Management, June 2014, Emerald

    Dr Yingzi Xu, Bo Edvardsson