Dr Yujia (Penny) Chen
About
Yujia (Penny) Chen obtained her BS.c. degree in tourism management at Beijing International Studies University, China, and MS.c. in international hospitality management at The Hong Kong Polytechnic University. Currently she is a Ph.D. researcher in School of Hospitality and Tourism Management, University of Surrey. Her research interest centers around consumer behaviour and decision making, sharing economy, P2P accommodation, service encounter, research design, information, communication and technology. Also Penny has started to serve International Federation for Information Technologies and Travel & Tourism (IFITT) as the General Secretary since 2018.
My qualifications
Affiliations and memberships
ResearchResearch interests
Consumer behaviour and decision making, Sharing Economy, P2P Accommodation, Service Encounter, Disruptive Innovation
Research projects
Service Failure, Service Recovery, Customer Satisfaction, and Repurchase Intention: Why Tourists will not Choose Peer-to-Peer Accommodation Again?The sharing economy is changing the landscape of the travel and hospitality industry. The most prominent form of sharing economy in hospitality is peer-to-peer (P2P) accommodation. While it has been found to benefit tourists, there is evidence of increasing consumer dissatisfaction toward P2P accommodation, which may result in negative post-purchase behaviours. Even through hospitality research has paid more attention to P2P accommodation, few have investigated consumer behaviour in response to service failure in a sharing system. Thus, adopting an explanatory sequential mixed-methods in the first stage and a with-in subject design in the second stage, this study aims to explore why consumers decide not to continue using P2P accommodation and propose a conceptual framework to identify the major service encounters and service recovery strategies. This study will also examine how service failures are associated with customers’ repurchase intention and recommend how to turn the insights into theoretical and managerial implications.
Research interests
Consumer behaviour and decision making, Sharing Economy, P2P Accommodation, Service Encounter, Disruptive Innovation
Research projects
The sharing economy is changing the landscape of the travel and hospitality industry. The most prominent form of sharing economy in hospitality is peer-to-peer (P2P) accommodation. While it has been found to benefit tourists, there is evidence of increasing consumer dissatisfaction toward P2P accommodation, which may result in negative post-purchase behaviours. Even through hospitality research has paid more attention to P2P accommodation, few have investigated consumer behaviour in response to service failure in a sharing system. Thus, adopting an explanatory sequential mixed-methods in the first stage and a with-in subject design in the second stage, this study aims to explore why consumers decide not to continue using P2P accommodation and propose a conceptual framework to identify the major service encounters and service recovery strategies. This study will also examine how service failures are associated with customers’ repurchase intention and recommend how to turn the insights into theoretical and managerial implications.
Teaching
Seminar:
The Hospitality Business (UG)
Professional Ethics (UG)
Services Marketing (UG)
Marketing Principals (UG)
Guest Lecture:
Strategic Marketing and Brand Management - Brand Growth (PG)
Digital Marketing and Social Media in Tourism - Social Media and Customer Engagement (PG)
Applied Research in Tourism, Hospitality and Events - Text Mining Analytics (UG)
Publications
Conference Paper:
Chen, Y., Tussyadiah, I., Liu, A. (2020). Will Guests Use Peer-to- Peer Accommodation Again after a Service Failure? Guildford, UK: ENTER2020 Conference.
Chen, Y., Liu, S., Tussyadiah, I., Zainal Abidin, H., & Zarezadeh, Z. (2019). Inferences and Decision Heuristics in Peer-to-Peer Accommodation Booking. Nicosia, Cyprus: ENTER2019 Conference.
Chen,Y., Tussyadiah, I., & Gkritzali, A. (2019). Service Failure in Peer-to-Peer Accommodation: Mining Evidence of Negative Experience. 24th Annual Graduate Education and Graduate Student Research Conference in Hospitality and Tourism, Jan 3-6, 2019, Houston, Texas.
Chen, Y. (2018). Service Failure, Customer Satisfaction, and Repurchase Intention: Why Tourists Will not Choose Peer-to-Peer Accommodation Again?. Proceedings of ENTER2018 PHD WORKSHOP, Sweden, 23 January, 2018.
Chen, Y., & Schuckert, M. (2016). Why people choose Airbnb over Hotel?. Proceedings of the 2016 TOSOK Conference, Republic of Korea, 13 July–15 July, 2016.