Concepedia

Hua Fan

HF

14

Publications

748

Citations

14

H-Index

2017

Active since

Affiliations

Shanghai International Studies University(Current)

Southwest University

Shanghai University of International Business and Economics

XinHua Hospital

Shanghai Jiao Tong University

Hua Fan is an author at Shanghai International Studies University specializing in management, marketing, and consumer research.

Top concepts

ManagementMarketingConsumer ResearchCustomer SatisfactionBusinessInteractive MarketingUser ExperienceDigital MarketingCommunicationConsumer Behavior

Publications per year

2017–2023

14

Publications

14

Crafting the customer experience in omnichannel contexts: The role of channel integration

Wei Gao, Hua Fan, Wenqian Li et al. · Journal of Business Research · 2020 · 199 citations

Customer Experience, Customer Satisfaction, Omnichannel Logistics +12

How customer experience incongruence affects omnichannel customer retention: The moderating role of channel characteristics

Wei Gao, Wenqian Li, Hua Fan et al. · Journal of Retailing and Consumer Services · 2021 · 75 citations

Customer Experience, Customer Satisfaction, Digital Marketing +10

Partners or Opponents? How Mindset Shapes Consumers’ Attitude Toward Anthropomorphic Artificial Intelligence Service Robots

Bing Han, Xun Deng, Hua Fan · Journal of Service Research · 2023 · 64 citations

Artificial Intelligence, Behavioral Decision Making, Social Psychology +19

(Im)Balanced customer-oriented behaviors and AI chatbots' Efficiency–Flexibility performance: The moderating role of customers’ rational choices

Hua Fan, Bing Han, Wei Gao · Journal of Retailing and Consumer Services · 2022 · 62 citations

Customer Experience, Customer Satisfaction, Online Customer Behavior +12

How AI chatbots have reshaped the frontline interface in China: examining the role of sales–service ambidexterity and the personalization–privacy paradox

Hua Fan, Bing Han, Wei Gao et al. · International Journal of Emerging Markets · 2022 · 48 citations

Artificial Intelligence, Customer Satisfaction, Customer Experience +26

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