Jenny Kyunghwa Chung, PhD.
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Recent Submissions
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Cross-Channel Integration and Customer Experience in Omnichannel Retail Services
(2022-08-11)Despite the increasing attention being given to cross-channel integration services, an understanding of the impact of cross-channel integration on customer experience is still lacking. This study fills this gap. With a ... -
COVID-19 and Hotel Productivity Changes: An Empirical Analysis Using Malmquist Productivity Index
(2024-02-03)This research investigates the impact of COVID-19 on hotel productivity change using the Malmquist Productivity Index (MPI). For 26 U.S. hotel brands, productivity changes over 10 quarters from the first quarter of 2018 ... -
Efficiency measurement using data envelopment analysis (DEA) in public healthcare: Research trends from 2017 to 2022
(2023-08-08)With the shifting healthcare environment, the importance of public healthcare systems is being emphasized, and the efficiency of public healthcare systems has become a critical research agenda. We reviewed recent research ... -
Do managerial communications improve customer satisfaction and eWOM? The moderating effect of response authenticity
(2023-08)As customer reviews are becoming increasingly valued in the hotel industry, hotel managers are actively responding to customer reviews, and many researchers are investigating the effects of managerial responses. Previous ...
