Dr. Xiong earned her Ph.D. in Business Administration from Temple University in
2013. Her master's degree is from the University of Delaware and her undergraduate
degree is from Jinan University in China. 

Dr. Xiong's research concentrates on Service Management and seeks to solve industry
issues and challenges from both customers’ and employees’ perspectives to achieve a
competitive advantage. She has actively examined customers’ attitudinal and behavioral
reactions to various recent service industry practices, such as group-buying pricing
strategies, online reviews, social media platforms, and loyalty programs. As she has
gained a greater understanding of the value of employee perspectives as a means to
promote a more impactful body of research, she started to incorporate her consumer
behavior research into organizational behaviors, especially regarding the achievement of
a balance between employee-delivered service promise and customer-perceived service
experience. Drawing upon service management, organizational behavior, psychology,
consumer behavior, etc., her dissertation specifically investigates how employees
internalize brand values and develop commitment and extra-role citizenship behaviors in
service organizations. 

Articles

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Are Employees Motivated to be Brand Champions? Investigating the Missing Link in Internal Brand Management. (with Ceridwyn King), Management Faculty Research (2013)

The role of employees in delivering brand promise to customers is well-known and internal brand...

 

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Employee Brand Understanding: A New Perspective in Measuring the Effectiveness of Internal Brand Management (with Ceridwyn King), Management Faculty Research (2013)

This study aims to propose an efficient measurement of organization internal brand management (IBM) effectiveness....

 

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“That's not my job”: Exploring the employee perspective in the development of brand ambassadors (with Ceridwyn King and Rico Piehler), Management Faculty Research (2013)

It is well established that the role of employees is essential in effective brand management...

 

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Who Broke the Loyalty Reward Promise? Investigating Members’ Reward Redemption Behaviors in Hotel Loyalty Programs (with Clark Hu), Management Faculty Research (2012)

Loyalty programs are prevalent in hotel industry. Ever since the first loyalty program AAdvantage introduced...

 

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Nexus of Hotel Loyalty Programs and Social Media: A Conceptual Attempt (with Clark Hu), Management Faculty Research (2012)

This study is a conceptual attempt to bridge the advantages of social media and the...

 

Presentations

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Examining Loyalty Behaviors by Membership Status in Hotel Loyalty Programs (with Clark Hu), Management Faculty Research (2011)

There is a significant effect of loyalty program memberships on members’ behaviors and perceived program...

 

Other

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Hotel Viral Marketing via Social Networks: A Strategic Pricing Lesson from Group Buying (with Clark Hu), Graduate Student Research Conference in Hospitality and Tourism (2011)

Viral marketing is the business approach that uses peer-to-peer communications to increase product awareness and...