Education
Ph.D. (Majored in Marketing), Wuhan University, Sept 2003 - Jul 2007.
M.S. (Majored in Marketing), Wuhan University, Sept 2007 - Jul 2009.
B.S. (Majored in Marketing), Wuhan University, Sept 2009 - Jul 2012.
Courses Taught
Undergraduate：Consumer Behavior；Marketing Management
Master of Business Administration：Consumer Behavior
Work Experiences
November 2016-Present: Associate Professor, Huazhong University of Science and Technology
October 2012-October 2016: Assistant Professor, Huazhong University of Science and Technology
Consulting (Training) Activities
September 2022 - Present: Project, Sinopec Chemical Commercial Holding Co. Ltd.
September 2019 - Present: Project, Zhaolian Consumer Finance Co., Ltd.
2016-2018: Project, China Telecom Guangdong.
Research Interests
1. Service Strategy—This area investigates the formulation of strategies within service management, encompassing service design, innovation, and delivery models with the objective of optimizing customer experiences and enhancing service efficiency.
2. Intelligent Digital Services—This domain emphasizes research on service recovery strategies and mechanisms in mobile environments, utilizing artificial intelligence. It examines how digital technologies and smart systems can be leveraged to ameliorate the remediation processes following service failures, thereby enhancing the effectiveness of recovery efforts.
Representative Research Projects
1. Service recovery based on mobile and underlying mechanism: how do people’s sense work (Project of the National Natural Science Foundation of China)
2. The effects of fictive kinship terms on service recovery: when what you say mismatch what you do (Project of the National Natural Science Foundation of China)
3. The underlying mechanism of service recovery with group interaction: for group-based fairness building (Project of the National Natural Science Foundation of China)
Representative Research Papers
1. Tong, Zelin, Yuanyuan Zhou* (Correspondent author), & Ling Zhou (2019), “The Impact of Cross-Border Charity on Domestic and Foreign Consumers Brand Evaluation: The Moderating Effect of National Power,” Nankai Business Review, 22(2), 14-22；
2. Wang, Dianwen, Yuanyuan Zhou* (Correspondent author), & Minxue Huang (2018), “Various Effects of Social influence on Product Diffusion with Different Type Virtual Goods,”Nankai Business Review, 21(2), 52-61；
3. Zhou, Yuanyuan, Yangli Hu, Qin Zhang, & Yancheng Zhao (2017), “What do you listen to under the pressure of time? The moderator effects ofreference group on impulsive buying,” Acta Psychologica Sinica, 49(11), 1439-1448；
4. Huang, Minxue, Fengyan Cai, Yuanyuan Zhou, & Huawei Zhu (2009),“The Role of Relationship Norms in Consumers' Complaint Intention”, Acta Psychologica Sinica, 41(10), 989-999.
5. Zhou, Yuanyuan, Zhuoying Fei, Yuanqiong He, & Zhilin Yang (2022), “How Human-Chatbot Interaction Impairs Charitable Giving: The Role of Moral Judgment,” Journal of Business Ethics;
6. Zhou, Yuanyuan, Bin Tian, Tingting Mo, & Zhuoying Fei (2020), “Consumers Complain More Fiercely Through Small-Screen Devices: The Role of Spatial Crowding Perception,” Journal of Service Research, 23(3), 353-367.
7. He, Yuanqiong, Junfang Zhang, Yuanyuan Zhou* (Correspondent author), & Zhilin Yang (2019), “Monkey see, Monkey do? The Effect of Construal Level on Consumers’ Reactions to Other Consumers’ Unethical Behavior,” Journal of Business Ethics, 156(2), 455-472;
8. Zhou, Yuanyuan, Alex S.L. Tsang, Minxue Huang, & Nan Zhou (2014), “Group Service Recovery Strategies Effectiveness: The Moderating Effects of Group Size and Relational Distance”, Journal of Business Research, 67(11), 2480-2485;
9. Zhou, Yuanyuan, Alex S.L. Tsang, Minxue Huang, & Nan Zhou (2014), “Does Delaying Service-Failure Resolution Ever Make Sense?”, Journal of Business Research, 67 (2),159-166；
10. Zhou, Yuanyuan, Minxue Huang, Alex S.L. Tsang, & Nan Zhou (2013), “Recovery Strategy for Group Service Failures: The Interaction Effects between Recovery Modes and Recovery Dimensions”, European Journal of Marketing,47(8), 1133-1156.
Representative Monographs/Textbooks/Cases
1. Internet Marketing (3rd Edition), Wuhan University Press, 2015
Representative Grants and Awards
1. 2020 Hainan Provincial Social Science Outstanding Achievement Award, Second Prize (2020), Awarding Organization: Hainan Federation of Social Sciences
2. University Teaching Competition, Second Prize (2023), Awarding Organization: Huazhong University of Science and Technology
3. University Teaching Quality Award, Second Prize (2018), Awarding Organization: Huazhong University of Science and Technology
