Dr Patricia Chew

Selected Publications

Journal Publications

Wirtz, J., Hofmeister, J., Chew, P., & Ding, X. D. (2023).
Digital service technologies, service robots, AI, and the strategic pathways to cost-effective service excellence. The Service Industries Journal, 43(15–16), 1173–1196. https://doi.org/10.1080/02642069.2023.2226596 (One of three Best Papers in 2023).

Wirtz, J., Orsingher, C., Chew, P., & Tambyah, S. K. (2013).
The role of metaperception on the effectiveness of referral reward Programs. Journal of Service Research, 16(1), 82–98. https://doi.org/10.1177/1094670512462138 (Ranked A* by ABDC)

Koubaa, Y., Ulvoas, G., & Chew, P. (2011).
The dual impact of traditional and national cultural values on expatriate ethnic groups’ attitudes and willingness to buy. Asia Pacific Journal of Marketing and Logistics, 23(5), 626-640. https://doi.org/10.1108/13555851111183066 (Ranked A by ABDC)

Wirtz, J., & Chew, P. (2002).
The effects of incentives, deal proneness, satisfaction and tie strength on word-of-mouth behaviour. International Journal of Service Industry Management, 13(2), 141-162. https://doi.org/10.1108/09564230210425340 (Winner of the most Outstanding Paper Award in the 2002 volume)

Textbooks

Wirtz, J., Chew, P., & Lovelock, C. (2012).
Essentials of services marketing (2nd ed.). Pearson Education South Asia.

Lovelock, C., Wirtz, J., & Chew, P. (2009).
Essentials of Services Marketing (1^st ed.). Singapore: Prentice Hall.

• Lovelock, C., Wirtz, J., & Chew, P. (2011). Essentials of Services Marketing (1^st ed.). China Renmin University Press. [Chinese (PRC) Translation]
• Lovelock, C., Wirtz, J., & Chew, P. (2011). Essentials of Services Marketing (1^st ed.). Korea Pearson Education. (Korean Translation)
• Lovelock, C., Wirtz, J., & Chew, P. (2010). Essentials of Services Marketing (1^st ed.). Pearson Education Taiwan. [Traditional Chinese (Taiwan) Translation]

Books Chapters and Articles

Chew, P., & Gilani, H. (forthcoming).
Artificial intelligence in marketing education. In H. Gilani (Ed.), Decolonizing marketing theory and practice – going beyond the inclusivity and sustainability debates, Routledge.

Chew, P., & Wirtz, J. (2023).
Balancing demand and capacity in services. In F. Gallouj, C. Gallouj, M. C. Monnoyer & L. Rubalcaba (Eds.), Elgar encyclopedia of services (pp. 153-157). Edward Elgar Publishing.

Wirtz, J., & Chew, P. (2023).
Strategies for developing customer loyalty for services. In F. Gallouj, C. Gallouj, M. C. Monnoyer & L. Rubalcaba (Eds.), Elgar encyclopedia of services (pp. 282-285). Edward Elgar Publishing.

Wirtz, J., & Chew, P. (2023).
Understanding consumer behavior in the service encounter. In F. Gallouj, C. Gallouj, M. C. Monnoyer & L. Rubalcaba (Eds.), Elgar encyclopedia of services (pp. 286-291). Edward Elgar Publishing.

Chew, P. (2013).
How middle managers become leaders of the future. Today’s Manager, 12-15.

Wirtz, J., & Chew, P. (2009)
Asean’s servicescape: A tourist attraction. ASEAN Affairs Magazine, Mar-Apr, 82-83.

Chew, P., & Wirtz, J. (2000).
Recent advances in understanding and managing consumer word-of-mouth. In S. B. Dahia (Ed.), The current state of business disciplines (pp. 2935-2958). Spellbound Publications.

Conference Proceedings and Presentations

Wirtz, J., Hofmeister, J., Chew, P., & Ding, X. D. (2023, May 15–17).
The synergistic effects of digital service technologies, service robots, AI, and cost-effective service excellence strategies. AIRSI 2023 – The Metaverse Conference, Madrid, Spain. /https://airsi.es/wp-content/uploads/docs/2023/airsi2023-program.pdf (Best Paper Award)

Orsinger, C., Wirtz, J., Chew, P., & Tambyah, S. K. (2012, June 7–9).
Metaperception and the effectiveness of referral reward programs. AMA SERVSIG International Research Conference, Helsinki, Finland. https://helda.helsinki.fi/server/api/core/bitstreams/801ce2f4-e2ab-4c8e-a933-8f2dc42c4fcc/content

Chew, P., & Tan, V. (2009, July 6–8).
Let the experts be the experts: E-course development using collaborative teamwork to reduce the pain. Edulearn09 – International Conference on Education and New Learning Technologies, Barcelona, Spain. https://library.iated.org/view/CHEW2009LET

Chew, P., Wirtz, J., & Tambyah, S. K. (2008, June 12–14).
The impact of metaperception   on incentivized referrals. INFORMS Marketing Science Conference, Vancouver, Canada. http://www.marketscience2008.sauder.ubc.ca

Wirtz, J., Chew, P., & Tambyah, S. K. (2007, October 4–7).
The role of metaperception in determining the effectiveness of referral reward programs. 16th Annual AMA Frontiers in Service Conference, San Francisco, USA.

Chew, P., Tambyah, S. K., & Wirtz, J. (2007, June 28–30).
Do incentivised referral programs really work? INFORMS Marketing Science Conference, Singapore.

Chew, P., & Wirtz, J. (2007, June 14–17).
Incentivized referral programs: How do consumers really respond? 10th International Research Symposium on Service Excellence in Management (QUIS 10), Orlando, Florida.

Chew, P., Tambyah, S. K., & Wirtz, J. (2005, December 5–7).
Consumer responses to recommend-a-friend programs. Australian and New Zealand Marketing Academy Conference, Perth, Western Australia

Chew, P., Tambyah, S. K., & Wirtz, J. (2003).
The role of incentives on recommendation behavior. In D. Turley, & S. Brown (Eds.), European Advances in Consumer Research: Vol. 6. Association of Consumer Research.

Chew, P., & Wirtz, J. (2002, July 7–12).
Incentives and word-of-mouth. XXV International Congress of Applied Psychology, Singapore.

Chew, P., & Wirtz, J. (2000).
Initial findings on the effects of satisfaction and incentives on word-of-mouth behaviour. In P. Tidwell (Ed.), Asia Pacific Advances in Consumer Research: Vol. 4. (pp. 335). Association of Consumer Research.

Chew, P., & Wirtz, J. (2000).
The effects of incentives, deal proneness, satisfaction and tie strength on word-of-mouth behavior. In P. Eiglier, E. Langeard, & V. Mathieu (Eds.), Proceedings of the 5th International Research Seminar in Service Management (pp. 137–162).

Case Studies

Chew, P. (2020). Pirate3D:
Can the buccaneer conquer the seas? 88-16-015. Nanyang Technopreneurship Case Centre, Nanyang Technological University, Singapore. https://drive.google.com/file/d/1wkhq_uycQVO4EAREILUvGWc0UklBqesb/view

Chew, P., & Wirtz, J. (2005).
Managing word of mouth: The referral incentive program that backfired. In C, H. Lovelock, J. Wirtz, H. T. Keh, & X. W. Lu, Services Marketing in Asia: People, Technology, and Strategy (2nd ed.) (pp. 588-593). Prentice Hall, Singapore.

Lovelock, C. H., Wirtz, J., & Chew, P. (2001).
Menton Bank Asia. In C. H. Lovelock, P. G. Patterson, R. H. Walker, Services Marketing - An Asia-Pacific Perspective (2nd ed.) (pp. 530-538). Prentice Hall, Sydney.

Vandermerwe, S., Lovelock, C. H., Wirtz, J., & Chew, P. (2001).
Singapore Airlines. In C. H. Lovelock, P. G. Patterson, R. H. Walker, Services Marketing - An Asia-Pacific Perspective (2nd ed.) (pp. 463-475). Prentice Hall, Sydney.