Lecturer in Human Resource Management
- PhD (Organization Behavior, UNSW Australia)
- MSc (Human Resource Management, Renmin University, China)
- BSc (Human Resource Management, Nankai University, China)
My research mainly focuses on the thinking, feeling, and behaviours of frontline service employees, and how these impact their well-being, service quality, and potentially other stakeholders such as customers and co-workers. More specicially, I investigate how FLEs' interactions with customers create momentary fluctuations in their emotional states, cognitive loading as well as resource level. In addition, I am also interested in job design practices for frontline service employees, focusing on enhancing sense of autonomy and meaningfulness for frontline service jobs.