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Amy Wong
Manager, Faculty Affairs
Assistant Professor

amy.wong@u21global.edu.sg
Phone: +65-6410 1316
Fax: +65-6410 1358

Amy Wong is responsible for the management of faculty affairs at U21Global. She teaches MBA 630 Marketing Management, MBA 730 Marketing Strategy and MBA 760 Management of Services. Prior to joining U21Global, Dr Wong taught at the Department of Marketing and International Business, Lingnan University , Hong Kong . Dr Wong has published in several international journals such as the Journal of International Consumer Marketing, Market Intelligence Planning, Qualitative Market Research: An International Journal, Journal of Services Marketing, International Journal of Quality and Reliability Management, Managing Service Quality, International Journal of Retail and Distribution Management, International Journal of Customer Relationship Management and the Australian Journal of Hospitality Management, as well as presented at many international conferences.

Dr Wong earned her PhD in Management from Monash University. Her research interests include relationship marketing, services marketing and consumer behaviour. She is a member of the Australian Institute of Management, the Golden Key National Honours Society and the Association of Consumer Research.

 

Professional Affiliations

• Member, Australian Institute of Management (AIM)
• Member, Golden Key National Honours Society
• Member, Association of Consumer Research

Selected/Recent Publications

1. Wong, A. and Sohal, A. “Understanding the quality of relationships in consumer services: A study in a retail environment,” International Journal of Quality and Reliability Management, Forthcoming.
2. Wong, A. and Zhou, L. (2006). “Determinants of relationship quality: A conceptual model and empirical investigation,” Journal of International Consumer Marketing, 18 (3), pp. 81 - 105.
3. Wong, A. (2004). “The role of emotional satisfaction in service encounters,” Managing Service Quality, 14 (5), pp. 365 - 376.[1]
4. Wong, A. and Sohal, A. (2003). “Service quality and customer loyalty perspectives on two levels of retail relationships,” Journal of Services Marketing, 17 (5), pp. 495-513.
5. Wong, A. and Sohal, A. (2003). “A critical incident approach to the examination of customer relationship management in a retail chain: An exploratory study,” Qualitative Market Research: An International Journal, 6 (4), pp. 248 - 262.
   
   

Selected/Recent Presentations

1. Wong, A. and Dean, A. (2005). “The effects of store and customer characteristics on value and loyalty,” Proceedings of the Australian and New Zealand Marketing Academy Conference, 5-7 December, Perth, Western Australia.
2. Bove, L. and Wong, A. (2005). “The impact of relational benefits on customer trust and commitment,” Proceedings of the Australian and New Zealand Marketing Academy Conference, 5-7 December, Perth, Western Australia. [2]
3. Wong, A. and Zhou, L. (2005). “The influence of service convenience on customer satisfaction and customer loyalty: Evidence from a Chinese retail context,” Proceedings of the Fourth American Marketing Association Services Marketing Special Interest Group Research Conference, 2-4 June, NUS Business School, National University of Singapore, Singapore.
4. Wong, A. and Zhou, L. (2004). “Purchasing motives of young Chinese consumers for foreign products: The dynamics of prestige, perceived quality, and perceived value,” Proceedings of the Academy of World Business, Marketing and Management Development Conference, 13–16 July, Gold Coast International Hotel, Gold Coast, Queensland.
5. Wong, A. and Zhou, L. (2004). “The impact of consumers’ perceptions of relationship quality on key relational constructs,” Proceedings of the Asia-Pacific Advances in Consumer Research 2004 Seoul Conference, 13–15 May, Sheraton Walker Hill Hotel, Seoul.
   
   

Professional Activities

1. Ad Hoc Reviewer, Managing Service Quality
2. Reviewer, 7th International Conference on Quality, Innovation and Knowledge Management 2005
3. Reviewer, 4th American Marketing Association Services Marketing Special Interest Group Conference 2005
4. Reviewer, Australia and New Zealand Marketing Academy Conference, 2005