Education
PhD The Pennsylvania State University Hospitality Management 2016
Research Interests
Service innovation/service innovation for aging well, service marketing, consumer behavior, cross-cultural study
Teaching Interests
Service marketing/service experience, integrated marketing communications, revenue management, strategic management
Grants
2024 - National Academy of Sciences
2023 - The National Natural Science Foundation of China
2023 - The Statler Foundation
2021 - The National Social Science Foundation of China
Selected Publications
Fan, A., Wu, L., King, C., Mattila, A. S. (2025). Empowering HER: Harnessing the power of ideological value fit and leadership diversity in female talent acquisition. Journal of Hospitality & Tourism Research. Ahead of print.
Park, J., Fan, A., & Wu, L. (2024) Chatbots in complaint handling: The moderating role of humor. International Journal of Contemporary Hospitality Management. Ahead of print. https://doi.org/10.1108/IJCHM-05-2024-0762
Ma, C., Fan, A., & Lee, S. E. (2024) Unveiling the role of congruity in service robot design and deployment. International Journal of Contemporary Hospitality Management. Ahead of print. https://doi.org/10.1108/IJCHM-11-2023-1686
Fan, A., Wu, L., Ma, C., & Wang, P. (2024). The manipulative effects in the technology-facilitated preservice tipping experience. Cornell Hospitality Quarterly. Online first. https://doi.org/10.1177/19389655241235106
Wu, L., Fan, A., Hou, Y., & Wei, W. (2024). Unlocking the transformative power of hospitality and tourism experiences: Towards theoretical syntheses and research agenda. Journal of Hospitality & Tourism Research. Online first. https://doi.org/10.1177/10963480241230952 - All authors contributed equally.
Fan, A., Wu, L., & Liu, Y. (2024). To display tip suggestions or not? - Examining tip suggestions' impact in technology-facilitated pre-service tipping encounters. Journal of Hospitality & Tourism Research. 48(1), 32-57.
Fan, A., Shin, H. W., Shi, J., & Wu, L. (2023). Young people share, but do so differently: An empirical comparison of peer-to-peer accommodation consumption between Millennials and Generation Z. Cornell Hospitality Quarterly, 64(3), 322-337.
Fan, A., Lu, Z., & Mao, Z. (2022). To talk or to touch: Unraveling consumer responses to two types of hotel in-room technology. International Journal of Hospitality Management, 101, 103112.
Fan, A., & Mattila, A. S. (2021). Touch versus tech in service encounters. Cornell Hospitality Quarterly, 62(4), 468-481.
Fan, A., Wu, L., Miao, L., & Mattila, A. S. (2020): When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? - The moderating role of consumer technology self-efficacy and interdependent self-construal. Journal of Hospitality Marketing & Management, 29(3), 269-290
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