Concepedia

Doreen Kum

DK

Statistics

Publications

6

Citations

377

H-Index

6

Active since

2000

Affiliations

National University of Singapore(Current)

Newcastle University Singapore

Doreen Kum is an author at National University of Singapore specializing in management, marketing, and customer satisfaction.

Top concepts

ManagementMarketingBusinessCustomer SatisfactionService QualityConsumer ResearchConsumer UncertaintyTrustDesignCulture

Publications per year

2000–2014

6

Publications

6

Consumer Cheating on Service Guarantees

Jochen Wirtz, Doreen Kum · Journal of the Academy of Marketing Science · 2004 · 190 citations

Service Assurance, Management, Experimental Economics +5

Should a firm with a reputation for outstanding service quality offer a service guarantee?

Jochen Wirtz, Doreen Kum, Khai Sheang Lee · Journal of Services Marketing · 2000 · 92 citations

Total Quality Management, Customer Satisfaction, Consumer Uncertainty +18

Designing service guarantees – is full satisfaction the best you can guarantee?

Jochen Wirtz, Doreen Kum · Journal of Services Marketing · 2001 · 47 citations

Customer Satisfaction, Consumer Uncertainty, Engineering +20

Understanding how changes within service experiences impact prospective vs. retrospective time judgments

Elison Ai Ching Lim, Doreen Kum, Yih Hwai Lee · Journal of the Academy of Marketing Science · 2014 · 18 citations

Customer Satisfaction, Performance Studies, Behavioral Decision Making +7

Brand personality inference: The moderating role of product meaning

Doreen Kum, Lars Bergkvist, Yih Hwai Lee et al. · Journal of Marketing Management · 2012 · 15 citations

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