Beibei (Bacy) Dong
Doctoral Student
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Educational Background
B.A., Tongji University, China, 2002
Research interest include services marketing, global marketing and marketing strategy with a managerial and cross-culture focus.
Bacy has worked for BearingPoint Management Consulting (formerly KPMG Consulting) in marketing management, BPR (Business Process Reengineering) and CRM (Customer Relationship Management) for over two years. Bacy has continuously provided consulting services for two largest Telecom Operators in China.
Publications
Refereed Journal Articles
"MNCs' Control of Their Operations in the Foreign Markets: An Integrative Theoretical Model," with S. Zou and C. R. Taylor, Journal of International Marketing, 16 (1), 98-119, 2008.
"The Effects of Customer Participation in Co-Created Service Recovery," with K. R. Evans and S. Zou, Journal of the Academy of Marketing Science, 36 (1), 123-137, 2008.
Book Chapters
"The CRM Process and the Banking Industry: Insights from the Marketing Literature," Chapter with M. Mantrala, M. Krafft and K. Raman in Advances in Banking Technology and Management: Impact of ICT and CRM (eds: Vadlamani Ravi), Idea Group Inc., 159-185, 2008.
Conference Proceedings
"Antecedents and Consequences of Customer Participation in Service Recovery," with K. R. Evans and S. Zou, American Marketing Association Winter Educators' Conference, St. Petersburg, FL, Feb 2006.
"An Investigation of Customer Participation in Service Recovery," with K. R. Evans, and S. Zou, Fifteenth Annual Robert Mittelstaedt Doctoral Symposium, University of Nebraska - Lincoln, April 2006.