| Name | |
|---|---|
| Title | Associate Professor |
| Research Interests | Service Marketing, Social Media Marketing, Customer Relationship Management (CRM), and Brand Management |
| Office | 管CM3032-2 |
| Phone | 4659 |
| cylin@mail.nsysu.edu.tw |
| Education | 2016, Ph.D., International Business, National Taiwan University 2008, Master, International Business, National Taiwan University 2002, Bachelor, Occupational Therapy, National Taiwan University |
|---|---|
| Experience | 2022-08-01 ~ 2025-07-31, National University of Tainan, Associate Professor 2017-08-01 ~ 2022-07-31, National University of Tainan, Assistant Professor |
| Category | Year | Title |
|---|---|---|
| Journal Article | 2025 | Cheng-Yu Lin , En-Yi Chou, Haw-Yi Liang (2025). Connecting with authenticity: Exploring the mediating and moderating mechanisms between employee authenticity and customer citizenship behaviors. Journal of Business Research, 201, 115682. (SSCI) |
| Journal Article | 2025 | En-Yi Chou and Cheng-Yu Lin (2025). Good for all, good for me: the influences of dedication- and constraint-based switching barriers on user-generated contributions. Internet Research, 35(2), 594-623. (SSCI) |
| Journal Article | 2024 | 林政佑*、周恩頤與許秘瑄 (2024). Investigating the Role of Customer Inertia in Service Failure: A Status Quo Bias Theory Perspective. Sun Yat-Sen Management Review, 32(2), 185-224. (TSSCI) |
| Journal Article | 2023 | En-Yi Chou and Cheng-Yu Lin (2023). Building a social media community around your brand: The moderating role of firm engagement tactics. Journal of Marketing Management, 39(7-8), 702-734. (SSCI) |
| Journal Article | 2022 | Cheng-Yu Lin* and En-Yi Chou (2022). Stepping up, stepping out: The elderly customer long-term health-care experience. Journal of Services Marketing, 36(8), 1076–1094. (SSCI) |
| Journal Article | 2022 | Cheng-Yu Lin* and En-Yi Chou (2022). Investigating the role of customer forgiveness following a double deviation. Journal of Services Marketing, 36(8), 1042–1057. (SSCI) |
| Journal Article | 2022 | 楊達凱、周恩頤與林政佑 (2022). Using Resource-Based Theory to Investigate Non-Profit Organizations' Social Responsibility Programs: A Case Study of Landseed Culture and Education Foundation. Industry and Management Forum, 24(2), 34-66. (TSSCI) |
| Journal Article | 2021 | Cheng-Yu Lin*, En-Yi Chou, and Heng-Chiang Huang (2021). They support, so we talk: The effects of other users on self-disclosure on social networking sites. Information Technology & People, 34(3), 1039-1064. (SSCI) |
| Journal Article | 2017 | Cheng-Yu, Lin and Jiun-Sheng Chris, Lin* (2017). The influence of service employees' nonverbal communication on customer-employee rapport in the service encounter. Journal of Service Management, 28(1), 107-132. (SSCI) |
| Journal Article | 2016 | 林俊昇*、林政佑與周恩頤 (2016). Service Experience Management in Asia: A Review and Directions for Future Research. NTU Management Review, 26(2), 303-352. (TSSCI) |
| Journal Article | 2016 | En-Yi, Chou*, Cheng-Yu, Lin, and Heng-Chiang, Huang (2016). Fairness and devotion go far: Integrating online justice and value co-creation in virtual communities. International Journal of Information Management, 36, 60-72. (SSCI) |
| Journal Article | 2011 | Jiun-Sheng Chris Lin* and Cheng-Yu Lin (2011). What Makes Service Employees and Customers Smile: Antecedents and Consequences of the Employee’s Affective Delivery in the Service Encounter. Journal of Service Management, 22(2), 183-201. (SSCI) |
| Conference Paper | 2025 | Cheng-Yu Lin, En-Yi Chou, Ruei-Yan Wu and Teerada Cattapan (2025). Connecting Digitally, Retaining Frontlines: The Influence of Intra-Organizational Social Media on Frontline Professional Employee Retention through Social Capital in Long-Term Services and Supports: Structured Abstract. AMS World Marketing Congress, France. |
| Conference Paper | 2024 | Cheng-Yu Lin, En-Yi Chou, Haw-Yi Liang, Agnes Gracia Quita, Teerada Cattapan (2024). Ritualizing service: Exploring service ritualization, ritualistic service experiences, and enhanced customer wellbeing. 13th AMA SERVSIG 2024 Conference, France. |
| Conference Paper | 2023 | 4. Cheng-Yu Lin, En-Yi Chou*, Haw-Yi Liang (2023). Exploring the moderating mechanism of gratification experience in firm-hosted social media brand community: A perspective from uses and gratifications theory. Academy of Marketing Science World Marketing Congress, UK. |
| Year | Title |
|---|---|
| 2023 | Enhancing Healthcare Participants' Well-Being: Unlocking the Black Box of Secondary Customer Co-creation and Primary Customer Compliance from a Service Ecosystem Perspective. National Science and Technology Council (112-2628-H-110 -009 -MY3) |
| 2021 | Negative service exchange spiral: Exploring the mechanism of customer incivility in service encounters. National Science and Technology Council (110-2410-H-024 -005 -MY2) |
| 2020 | How customer lingering grievance turns into forgiveness: A contingency model of customer forgiveness in service recovery contexts. National Science and Technology Council ( 109-2410-H-024 -012 -) |
| 2019 | Serving for the longevity: Exploring the antecedents, outcomes and mechanism of elderly customer social participation in long-term care service organizations. National Science and Technology Council (108-2410-H-024 -023 -) |
| 2017 | Good Employees Make Customers Good Soldiers: Exploring the Ripple Effect from Organizational Citizenship Behaviors to Onsite Customer Citizenship Behaviors. National Science and Technology Council (106-2410-H-024-023-MY2) |
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