Concepedia

Luorong Wu

LW

11

Publications

670

Citations

10

H-Index

2011

Active since

Affiliations

Pennsylvania State University(Current)

Temple University

Purdue University West Lafayette

Luorong Wu is an author at Pennsylvania State University specializing in marketing, consumer research, and customer satisfaction.

Top concepts

MarketingConsumer ResearchManagementConsumer BehaviorCustomer SatisfactionCommunicationBusinessHospitality MarketingUser ExperienceConsumer Engagement

Publications per year

2011–2019

11

Publications

11

When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? – The moderating role of consumer technology self-efficacy and interdependent self-construal

Alei Fan, Luorong Wu, Li Miao et al. · Journal of Hospitality Marketing & Management · 2019 · 195 citations

Does anthropomorphism influence customers’ switching intentions in the self-service technology failure context?

Alei Fan, Luorong Wu, Anna S. Mattila · Journal of Services Marketing · 2016 · 143 citations

Customer Experience, Customer Satisfaction, Behavioral Decision Making +21

Lu Zhang, Luorong Wu, Anna S. Mattila · Journal of Travel Research · 2014 · 96 citations

Online Customer Behavior, Consumer Decision Making, Social Media +14

Territoriality revisited: Other customer's perspective

Luorong Wu, Anna S. Mattila, Juyeon Han · International Journal of Hospitality Management · 2014 · 49 citations

Customer Experience, Customer Satisfaction, Consumer Research +5

Investigating consumer embarrassment in service interactions

Luorong Wu, Anna S. Mattila · International Journal of Hospitality Management · 2012 · 49 citations

Customer Satisfaction, Service Recovery, Service Research +8

Rows per page

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