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Meng-Mei (Maggie) Chen

Dr Meng-Mei (Maggie) Chen

Dr Meng-Mei (Maggie) Chen

Associate Professor

Expertise

  • Hospitality Vibes
  • Hospitality
  • Well-being
  • Marketing Strategy
  • Cultural Intelligence

Biography

Dr. Meng-Mei Chen is a passionate marketing faculty member at EHL Hospitality Business School, whose journey in the hospitality industry has spanned continents and cultures. With work experiences from hotels, travel agencies, and a casino, she understands the heartbeat of hospitality. Her work transcends borders as she collaborates with companies globally, creating meaningful connections through her consulting and training programs.
Fueled by her love for the industry, she uses her keen insights and empathetic approach to tackle pressing challenges. Her research delves into niche markets, hotel distribution strategies, talent shortages, the impact of robotics, and innovative marketing techniques that resonate with both guests and professionals alike.

Her recent book, "Hospitality Vibes," reflects her deep commitment to the industry, calling for a shift from mere service delivery to co-creating vibrant experiences with both staff and customers. This passion has earned her the Debra Simon Award for Furthering Mental Wellness, highlighting her dedication to fostering positive energy and well-being.

Through her engaging speaking sessions at major conferences and contributions to trade journals, she continues to spark conversations that elevate the human element of hospitality, reminding us all that at its core, the hospitality industry is about connection, empathy, and human touch.

Awards

CHME Conference 2010 Best paper award: Factors determining hotel selection: online behavior by leisure travelers. CHME conference, Surrey, UK.

Debra Simon Award for Furthering Mental Wellness

Education

PhD in Marketing, University of Surrey

Courses Taught

BACHELOR OF SCIENCE IN INTERNATIONAL HOSPITALITY MANAGEMENT
• Customer Information and Distribution Channel Management

Teaching Location

EHL Campus Lausanne
EHL Campus (Singapore)

Journal publications

Chen, M.-M., Beaufort, C., & Earl-Erpelding, K. (Forthcoming). Should independent upmarket hotels work with daily deals platforms? An empirical case study from Switzerland. Tourism and Hospitality Research. https://doi.org/10.1177/14673584241311294

Chen, M.-M., Seach, K., Inversini, A., & Williams, N. (2025). Different cultures review hotels differently. Tourism and Hospitality Research, 25(2), 214-228. https://doi.org/10.1177/14673584231198410

Sigala, M., Ooi, K. B., Tan, G. W. H., Aw, E. C. X., Buhalis, D., Cham, T. H., Chen, M-M., Dwivedi, Y. K., Gretzel, U., Inversini, A., Jung, T., Law, R., & Ye, I. H (2024). Understanding the impact of ChatGPT on tourism and hospitality: Trends, prospects and research agenda. Journal of Hospitality and Tourism Management, 60, 384-390. Retrieved from https://doi.org/10.1016/j.jhtm.2024.08.004.

Zizka, L., & Chen, M.-M. (2024). ‘We are open again (and again)’: communicating during COVID-19 – opportunities, challenges, and lessons learned. Current Issues in Tourism, 27(24), 4446–4462. https://doi.org/10.1080/13683500.2023.2276790

Zizka, L., & Chen, M.-M. (2024). “Sanitary measures, social distancing, safety”: The evolution of Swiss hoteliers’ Covid-19 communication through three snapshots. Tourism and Hospitality Research, 24(3), 463-478. https://doi.org/10.1177/14673584231162279

Cardoso, L., Chen, M.-M., Araújo, A., de Almeida, G.G.F., Dias, F., & Moutinho, L. (2022). Accessing Neuromarketing Scientific Performance: Research Gaps and Emerging Topics. Behavioral Sciences, 12(2), 55. https://doi.org/10.3390/bs12020055

Chen, M.-M., Zizka, L., Girardin, F., & Zhang, E. R. (2021). Explaining viewer affect with imagery diagnosis model. Tourism Management Perspectives, 38, 100814. https://doi.org/10.1016/j.tmp.2021.100814

Chen, M.-M., & Murphy, H. C. (2018). Hotel school alumni’s intentions to use communication channels-a cross-generational comparison study. Journal of Teaching in Travel & Tourism, 18(3), 202-216. https://doi.org/10.1080/15313220.2018.1431590

Chen, M.-M. (2018). Exploring Alumni’s Intention to Engage in Nonmonetary Activities: A Cross-Generational Comparison Study. Journal of Hospitality & Tourism Education, 30(2), 109-117. https://doi.org/10.1080/10963758.2018.1437350

Chen, M.-M. (2018). Students’ perceptions of the educational usage of a Facebook group. Journal of Teaching in Travel and Tourism, 18(4), 315-331. https://doi.org/10.1080/15313220.2018.1434448

Murphy, H. C., & Chen, M.M. (2016). Online Information Sources Used in Hotel Bookings: Examining Relevance and Recall. Journal of Travel Research, 55(4), 523-536. https://doi.org/10.1177/0047287514559033

Murphy, H. C., Chen, M.M., & Cossutta, M. (2016). An investigation of multiple devices and information sources used in the hotel booking process. Tourism Management, 52, 44-51. https://doi.org/10.1016/j.tourman.2015.06.004

Chen, M.-M., Murphy, H. C., & Knecht, S. (2016). An Importance Performance Analysis of smartphone applications for hotel chains. Journal of Hospitality and Tourism Management, 12 (29), 69-79. https://doi.org/10.1016/j.jhtm.2016.05.001

Chen, M.-M., & Jones, P. (2011). Factors determining hotel selection: online behavior by leisure travelers. Tourism and Hospitality Research, 11(1), 83-95. https://doi.org/10.1057/thr.2010.20