Lin Guo

Associate Professor of Marketing
Phone: 
603.862.2709
Email: 
Office: 
Paul College 270G
Lin
Fields of Specialization

Customers' responses to service failures and their evaluations of service recovery performance, management of customer relationships, customer retention, management of service contact employees.

Education

Ph.D., The University of Arizona, Tucson
M.A., Renmin University of China (People's University of China), Beijing
B.A., Renmin University of China (People's University of China), Beijing

Recent Research

Publications:

Tang, Chuanyi, Lin Guo, and Mahesh Gopinath (Forthcoming), “A Social Cognitive Model of Consumer Well-Being: A Longitudinal Exploration of the Role of the Service Organization,”  Journal of Service Research.

Guo, Lin, Tom W. Gruen, and Chuanyi Tang (Forthcoming), “Seeing Relationships through the Lens of Psychological Contracts: The Structure of Consumer Service Relationships,” Journal of the Academy of Marketing Science.

Guo, Lin, Sherry Lotz, Chuanyi Tang, Tom W. Gruen (2016), “The Role of Perceived Control in Customer Value Cocreation and Service Recovery Evaluation,” Journal of Service Research, 19(1), 39-56.

Tang, Chuanyi and Lin Guo (2015), "Digging for Gold with a Simple Tool: Validating Text Mining Method in Studying Electronic Word-of-Mouth (EWOM) Communication," Marketing Letters, 26 (1), 67-80.

Gwebu, Khole, Jing Wang, and Lin Guo (2014), "Continued Usage Intention of Multifunctional Friend Networking Service: A Test of a Dual-Process Model Using Facebook," Decision Support Systems, 67, 66-77.

Guo, Lin, Eric J. Arnould, Tom W. Gruen, and Chuanyi Tang (2013), “Socializing to Co-produce: Pathways to Consumers’ Financial Well-Being,” Journal of Service Research, 16(4), 549-563.

Chen, Cuiping, Matthew O'Brien, and Lin Guo (2012), “Under What Conditions Does Trust Make a Consumer Re-Patronize or Even Stay Loyal to an E-Retailer?” in Angeline G. Close (Ed.), Online Consumer Behavior: Theory and Research in Social Media, Advertising, and E-Tail. New York, NY: Routledge, Taylor and Francis Group

Guo, Lin, Jingjian Xiao, and Chuanyi Tang (2009), “Understanding the Psychological Process underlying Customer Satisfaction and Retention in a Relational Service,” Journal of Business Research, 62(11), 1152-1159

Conference Proceedings:

Guo, Lin, Cuiping Chen, and Chuanyi Tang (2012), “Forging Relationships to Coproduce: A Consumer Commitment Model in an Extended Service Encounter,” 2012 American Marketing Association (AMA) Summer Marketing Educators' Conference, Chicago, IL, August.

Guo, Lin, Mary Ann Eastlick, and Chuanyi Tang (2011), “When Consumers' Role Matters: Examining Consumers’ Appraisal and Adaptation after an Online Service Failure,” 2011 American Marketing Association (AMA) Summer Marketing Educators' Conference, San Francisco, CA, August.

Guo, Lin, Eric J. Arnould, and Chuanyi Tang (2011), “Socializing to Coproduce: Pathways to Consumers’ Financial Well-Being,” 2011 American Marketing Association (AMA) Summer Marketing Educators' Conference, San Francisco, CA, August.

Guo, Lin, Sherry Lotz, and Cuiping Chen (2011), “The Role of Perceived Control in Customers’ Justice Perceptions of Service Recovery: A Dual Process Model,” 2011 American Marketing Association (AMA) Winter Marketing Educators' Conference, Austin, TX, February.

Chen, Cuiping, Lin Guo, and Chuanyi Tang (2010), “An Empirical Test of the Role of Consumer Perceived Value of an E-Retailer in Both Pure-Play and Multi-Channel E-Retailing Contexts,” 2010 American Marketing Association (AMA) Summer Marketing Educators' Conference, Boston, MA, August.

Chen, Cuiping, Matthew O'Brien, and Lin Guo (2010), “Under What Conditions Does Trust Make a Consumer Re-Patronize or Even Stay Loyal to an E-Retailer?” 2010 Academy of Marketing Science Annual Conference, Portland, OR, May.

Chen, Cuiping, Matthew O'Brien, and Lin Guo (2010), “An Empirical Test of an Integrative Model of Consumer Trust in an E-Retailer?” 2010 Academy of Marketing Science Annual Conference, Portland, OR, May.

Tang, Chuanyi and Lin Guo (2009). "Deviance to Regulate Affects: A Motivation Model of Frontline Employees' Workplace Deviance," 2009 American Marketing Association (AMA) Winter Marketing Educators' Conference, Tampa, FL, February.

Guo, Lin (2007). "The Influence of Service Contact Employees' Perception of Customer Injustice on their Perceived Psychological Contract Violation," 2007 American Marketing Association (AMA) Summer Marketing Educators' Conference, Washington, DC, August.

Guo, Lin and Sherry L. Lotz (2007). "A Theoretical Model of Customers' Justice Perceptions in Service Recovery," 2007 American Marketing Association (AMA) Summer Marketing Educators' Conference, Washington, DC, August.