Wan, Lisa Chun-ying（尹振英）

Biography

Professor Lisa C. Wan is an Associate Professor in the School of Hotel and Tourism Management and the Department of Marketing at The Chinese University of Hong Kong (CUHK) Business School. She is an Outstanding Fellow of the Faculty of Business Administration and serves as the Co-Director of the Centre for Hospitality and Real Estate Research.

Professor Wan has an impressive track record of research excellence and high-quality teaching. Her research interests include service robotics and technologies, sustainable tourism, tourist misbehaviors, cross-cultural consumer behavior, and space tourism. As the Associate Editor of Annals of Tourism Research (2023–present), she plays a key role in shaping scholarly discourse in tourism studies. She also serves on the editorial boards of Tourism Management (2024–present), Journal of Travel Research (2025–present), and Journal of Travel and Tourism Marketing (2023–present), and previously served on the board of the Journal of Hospitality and Tourism Research (2021–2023).

In research, Professor Wan has authored over 120 academic publications and conference proceedings, including 46 journal articles—most published in prestigious, top-tier journals such as Journal of Consumer Research (UTD journal), Annals of Tourism Research (ABS 4), Tourism Management (ABS 4), and Journal of Travel Research (ABS 4). Two of her recent papers were designated as ‘ESI Top 1% Highly Cited Paper’ in the social sciences by Essential Science Indicators. Notably, her paper on consumer reactions to service robots during COVID-19, published in the Annals of Tourism Research, garnered 368 media pickups locally and internationally, with the research findings disseminated to 15,864 media outlets worldwide and read by 1,253 journalists.

Professor Wan is also a sought-after keynote speaker and panelist at high-profile forums and conferences. Notably, she was a spotlight speaker at Economist Impact’s Sustainability Week Asia 2025, engaging with approximately 1,000 senior business and sustainability leaders in Bangkok, where she shared insights on “Eco-tourism: The Green Luxury”. Her spotlight interview generated over 40 media features and 1.36 million online clicks.

Her research has made a significant impact on society. She was the recipient of the CUHK Outstanding Research Impact Award (2023–2024), a university-level recognition for research that demonstrates tangible societal benefits beyond academia. Among her contributions, Professor Wan spearheaded the Greater China Hotel Business Sustainability Index (Hotel BSI) in 2021, which received extensive media coverage from outlets including BusinessFocus, China Daily, FintekAsia, CISION PR Newswire, 香港經濟日報, 澳門日報, and 台灣產經新聞網. Longitudinal analysis shows that since the Index’s launch, average sustainability scores have improved by 14% over the past four years, with 76.3% of companies advancing their total scores and enhancing performance in 2024.

Professor Wan’s dedication to teaching has also been widely recognized. In 2021, she received CUHK’s highest teaching honor, the University Education Award 2021  (General Faculty Members Category). She was also honored with the Vice-Chancellor’s Exemplary Teaching Award (2017), the Faculty Teaching Excellence Award (2017), and the Faculty Teaching Merit Awards for 2012–2017 and 2018–2025. In 2022, she utilized the Teaching Development and Language Enhancement Grant (TDLEG) to create a game-based ‘Space Tourism Virtual Reality Learning Tool,’ enhancing students’ understanding of space tourism concepts.

Beyond academia, Professor Wan’s work has produced practical implications for the post-pandemic development of Hong Kong’s tourism industry, particularly in advocating for sustainable tourism, in-depth travel, and eco-tourism as long-term strategies. Her insights have attracted significant public attention, leading to interviews on TV, radio, and in newspapers. Notable appearances include important TV news programs such as 《新聞透視》, 《鏗鏘集》, 《時事多面睇》, and 《一線搜查》, as well as the prestigious radio platform “Letter to Hong Kong” 《香港家書》.

Teaching Areas

Strategic Brand Management
Theory Construction for the Hospitality Industries and Real Estate
Seminar in Research Issues in Hospitality, Tourism and Real Estate

Research Interests

Services Marketing and Service Failure
Cross-cultural Consumer Behaviour
Service Robots and Technologies
Consumer/Tourist Behaviours
Space Tourism

• Publications & Working Papers
  • Liu, Y., Wang, J., Huang, K., Li, Y. W., Wan, L. C., “The sustainable paradox of community tourism in world cultural heritage villages: the case of Xidi and Hong,” Annals of Tourism Research, accepted 24 March 2025.
  • Jia, G., Luo, X., and Wan, L. C. (2025), “How the elderly tackle age discrimination from human or AI servers,” Annals of Tourism Research, 113, 103975.
  • Li, S., Liu, X. S., Wan, L. C., and Abulizi, A. (2025), “Tourism service recovery: How minority employees influence majority consumer experiences,” Tourism Management, 109, 105158.
  • Luo, X., Xu, D., Li, W. Y., and Wan, L. C. (2025), “Advancing information search through GenAI: The roles of search type, travel motive, and GenAI customization level,” International Journal of Contemporary Hospitality Management, 37(5), 1725-1743.
  • Liu, X. (S.), Wan, L. C., and Mattila, A. (2025), “Virtual influencers going head-to-head with human influencers: The impact of influencer type on trust perceptions of endorsement,” International Journal of Contemporary Hospitality Management, 37(5), 1574-1602.
  • Jia, G., Wan, L. C., Liu, X., and Wen, J. (2025), “Exploring uncharted digital horizons: Role of internet self-efficacy in shaping the destination preferences of senior tourists,” Tourism Management, 107, 105056.
  • Hu, J., and Wan, L. C. (2025), “When travel blurs the self: The role of self-diagnosticity in tourist pay-what-you-want,” Tourism Management, 106, 105001.
  • Li, W. Y., and Wan, L. C. (2025), “Inspiring tourists’ imagination: Human presence in destination photographs facilitates mental simulation of future travel experiences,” Tourism Management, 106, 104969.
  • Hu, J., Xu, Z., Wan, L. C., and Wu, W. (2025), “The unintended sustainable consequences of free upgrade: How unearned preferential treatment reduces sustainable behavior,” Annals of Tourism Research, 110, 103872.
  • Hu, J., Xue, N. (I.), and Wan, L. C. (2025), “When less is more: The numerical format effect of tourism corporate donations,” Annals of Tourism Research, 110, 103864.
  • Luo, X., Liu, X. (S.), and Wan, L. C. (2025), “Excited or calm? Effects of endorsers’ emotions on tourists’ impulsive buying,” Journal of Travel Research, 64(1), 35–50.
  • Hu, J., Huang, G. I., Wong, I. A., and Wan, L. C. (2024), “AI trust divide: How recruiter-candidate roles shape tourism personnel decision-making,” Annals of Tourism Research, 109, 103860.
  • Hu, J., Wan, L. C., and Li, X. (2024), “Remember it clearly: how solo travel influences tourists’ donation behavior toward the destination,” Journal of Sustainable Tourism, 1–20.
  • Li, Y. (W.), Liu, Y., Wan, L. C., and Lin, Y. (2024), “Human psychology as a driver of tourism development: The effect of regional personality traits,” Annals of Tourism Research, 109, 103852.
  • Choi, S., Wan, L. C., and Mattila, A. (2024), “Unintended indulgence in robotic service encounters,” Annals of Tourism Research, 106, 103768.
  • Xue, N. (I.), Liu, X. (S.), Wan, L. C., and Hou, Y. (2024), “Relaxing or challenging? How social crowding influences the effectiveness of activity-based destination advertising,” Tourism Management, 100, 104839.
  • Hu, J., and Wan, L. C. (2024), “How tourism memory boosts creativity? The role of openness to experience,” Tourism Management, 100, 104833.
  • Jia, G., Wen, J., and Wan, L. C. (2024), “Taking advantage of their seniority: How the misbehavior of senior tourists influences young adults’ prosocial behavior towards them,” Journal of Travel Research, 64(7), 1719-1738.
  • Yi, X. (S.), Kim, H., Luo, X., and Wan, L. C. (2024), “Visit intention via mobile app usage in pandemic alleviation: Influences of regulatory focus and risk,” Journal of Hospitality & Tourism Research, 48(5), 895–908.
  • Xue, N., Chan, E. K., and Wan, L. C. (2023), “How eco-certificate/effort influences hotel preference,” Annals of Tourism Research, 101, 103616.
  • Luo, X., Wan, L. C., and Liu, X. (2023), “Harnessing romance: The effect of exposure to romance-themed attractions on tourists’ impulsive buying,” Tourism Management, 96, 104717.
  • Li, Y. W., Wan, L. C., Luo, X., and Wu, C. (2023), “If museum treasures could talk: How anthropomorphism increases favorable visitor responses,” Annals of Tourism Research, 99, 103540. (Research Note)
  • Luo, X., Hu, J., Wan, L. C., and Yi, X. (2023), “Restriction reduction: The effects of mobility restriction on consumers’ preferences for advertisements of tourism products,” Tourism Management, 94, 104638.
  • Chan, E. K., Wan, L. C., and Yi, X. (2022), “Smart technology vs. embarrassed human: The inhibiting effect of anticipated technology embarrassment,” Annals of Tourism Research, 97, 103494.
  • Liu, X. (S.), Wan, L. C., and Yi, X. (2022), “Humanoid versus non-humanoid robots: How mortality salience shapes preference for robot services under the COVID-19 pandemic,” Annals of Tourism Research, 94, 103383.
  • Liu, X. (S.), Yi, X., and Wan, L. C. (2022), “Friendly or competent? The effects of perception of robot appearance and service context on usage intention,” Annals of Tourism Research, 92, 103324.
  • Kim, H., Yi, X., Luo, X., and Wan, L. C. (2021), “A silver lining of tourism stagnation,” Annals of Tourism Research Empirical Insights, 2(2), 100024.
  • Wan, L. C., Hui, M. K., and Qiu, Y. (C.) (2021), “Tourist misbehavior: Psychological closeness to fellow consumers and informal social control,” Tourism Management, 104258.
  • Yu, I. Y., Wan, L. C., and Yi, X. (2021), “Managerial response to negative online reviews in the service industry: A tactic-based and culture-based model,” Journal of Global Marketing, 1–11.
  • Wan, L. C., Chan, E. K., and Luo, X. (2021), “Robots come to rescue: How to reduce perceived risk of infectious disease in COVID-19-stricken consumers?,” Annals of Tourism Research, 103069. (Research Note)
  • Wan, L. C., and Wyer, R. S. (2020), “The role of incidental embarrassment on social interaction behavior,” Social Cognition, 38(5), 422–446.
  • Wan, L. C., and Wyer, R. S. (2019), “The influence of incidental similarity on observers’ causal attributions and reactions to a service failure,” Journal of Consumer Research, 45(6), 1350–1368.
  • Hou, Y., Sun, Y., Wan, L. C., and Yang, W. (2018), “How can psychological contagion effect be attenuated? The role of boundary effect on menu design,” Journal of Hospitality and Tourism Research, 42(4), 606–626.
  • Su, L., Wan, L. C., and Wyer, R. S. (2018), “The contrasting influences of incidental anger and fear on responses to a service failure,” Psychology & Marketing, 35(9), 666–675. (The first two authors contributed equally.)
  • Wan, L. C., Poon, P. S., and Yu, C. (2016), “Consumer reactions to corporate social responsibility brands: The role of face concern,” Journal of Consumer Marketing, 33(1), 52–60.
  • Wan, L. C., and Wyer, R. S. (2015), “Consumer reactions to attractive service providers: Approach or avoid?” Journal of Consumer Research, 42(4), 578–595.
  • Wan, L. C., and Poon, P. S. (2014), “Tourist views on green brands: The role of face concern,” Annals of Tourism Research, 46, 173–175.
  • Wan, L. C. (2013), “Culture’s impact on consumer complaining responses to embarrassing service failure,” Journal of Business Research, 66(3), 298–305.
  • Peng, L., Wong, A. H. K., and Wan, L. C. (2012), “The effects of image congruence and self-monitoring on product evaluations: A comparison between genuine and counterfeit products,” Journal of Global Marketing, 25(1), 17–28.
  • Wan, L. C., Hui, M. K., and Wyer, R. S. (2011), “The role of relationship norms in responses to service failures,” Journal of Consumer Research, 38(2), 260–277.
  • Wan, L. C., Chan, E. K., and Su, L. L. (2011), “When will customers care about service failures that happened to strangers? The role of personal similarity and regulatory focus and its implication on service evaluation,” International Journal of Hospitality Management, 30, 213–220.
  • Hui, M. K., Ho, C. K. Y., and Wan, L. C. (2011), “Prior relationships and consumer responses to service failures: A cross-cultural study,” Journal of International Marketing, 19(1), 59–81.
  • Chan, H., and Wan, L. C. (2009), “Dual influences of moderating variables in the dissatisfaction process: Theory and evidence,” Journal of International Consumer Marketing, 21(2), 125–135.
  • Chan, H., Wan, L. C., and Sin, L. Y. M. (2009), “The contrasting effects of culture on consumer tolerance: Interpersonal face and impersonal fate,” Journal of Consumer Research, 36(2), 292–304. JSTOR link.
  • Chan, H., and Wan, L. C. (2008), “Consumer responses to service failures: A resource preference model of cultural influences,” Journal of International Marketing, 16(1), 72–97. (Authors contributed equally.)
  • Chan, H., Wan, L. C., and Sin, L. Y. M. (2007), “Hospitality service failures: Who will be more dissatisfied?,” International Journal of Hospitality Management, 26(3), 531–545.

• Grants

  Research Grants

  • “Innovative and Sustainable Rural Tourism in Sha Tau Kok Cluster: Showcasing the Unique Natural and Cultural Heritage of Mui Tsz Lam, Kuk Po, and Kat O,” awarded by Countryside Conservation Funding Scheme with HK$3,000,000, 2025-2027 (Project Leader)
  • “Consumer Responses to Contactless Service Provision by Service Robot Under Contagion Threat”, General Research Fund awarded by Hong Kong RGC, 2021/22, 2022-2024 (Co-Investigator)
  • “When Does a Positive Role Model Backfire,” Competitive Research Funding Schemes for the Local Self-financing Degree Sector 2016/17 (Faculty Development Scheme), 2020 -2022 (Co-Investigator)
  • “When Attractive Service Providers Make Mistakes: Who Will Be More Dissatisfied?”, awarded by Research Grants Council (RGC) of Hong Kong, 2015-2018 (Principal Investigator)
  • “The Influence of Incidental Similarity on Consumers’ Causal Attributions and Reactions to Observable Service Failures Across Cultures”, awarded by Research Grants Council (RGC) of Hong Kong, 2014-2017 (Principal Investigator)
  • “Consumer Reactions to Attractive Service Providers: Approach or Avoid?”, awarded by Research Grants Council (RGC) of Hong Kong, 2013-2016 (Principal Investigator)
  • “Incidental Emotion as Antecedent of Attribution in Service Failure Context”, General Research Fund,  awarded by Research Grants Council (RGC) of Hong Kong, 2013-2016 (Co-investigator)
  • “Halting Wasteful Consumption: The Differential Impact of Guilt and Shame”, Competitive Research Funding Schemes for the Local Self-financing Degree Sector 2016/17 (Faculty Development Scheme), awarded by Research Grants Council (RGC) of Hong Kong (Co-investigator)

  Teaching Grants

  • “Space Tourism Virtual Reality Learning Tool”, Teaching Development and Language Enhancement Grant (TDLEG) 2021-22 Triennium (Principal Investigator)
  • “Learning Technologies Beyond Textbook: Service Robots in the Hospitality and Tourism Industry”, Courseware Development Grant Scheme 2021-22 (Principal Investigator)

• Awards & Honours
  • Outstanding Research Impact Award 2023-24, The Chinese University of Hong Kong
  • University Education Award 2021 (General Faculty Members Category)
  • Hong Kong University Grants Committee (UGC) Teaching Award Nomination (General Faculty Members Category), 2021
  • Faculty Teaching Merit Award, CUHK Business School, The Chinese University of Hong Kong, 2014-15, 2015-16, 2016-17, 2018-19, 2019-20, 2020-21
  • Vice-Chancellor’s Exemplary Teaching Award 2017, The Chinese University of Hong Kong
  • Faculty Teaching Excellence Award, CUHK Business School, The Chinese University of Hong Kong, 2016-17
  • Faculty Teaching Award, CUHK Business School, The Chinese University of Hong Kong, 2012-13, 2013-14
  • Best Paper Award for Consumer Behaviour and Marketing Track 2013, Academy of International Business Southeast Asia Regional Conference