School of Business & Quality Management
Faculty
Dr. Ying-Ying Liaob
academic title and school
Academic title
Associate Professor
School Affiliation
Contact Info

Y &D06s& Liao ~3#$A~ hbmsu &D06s& ac &D06s& ae

Research

Service Management - Service Quality
Service Failure & Recovery
Managing Human Resources in Services and Supply Chain Quality Management

Education

PhD, University of Kent, UK
MSc, Shih-Chien University, Taiwan

Professional experience

Dr. Ying Ying Liao is an Assistant Professor at Hamdan Bin Mohammed Smart University and a fellow of the Higher Education Academy (HEA) the UK. Prior to her current appointment, she was an assistant professor and a programme director at the University of Liverpool (China Campus). She received her Ph.D. degree from the University of Kent (UK) and served as a post-doctoral researcher upon her graduation. She has been actively involved in several research activities internationally including joint Ph.D. supervision, EMBA external examiner, committee member of international conferences, and ad hoc reviewer for several high-quality international journals (e.g. TQM&BE, etc.) and conferences (e.g. AMA, AoM, etc). She has published articles in peer-reviewed journals, presented papers in international conferences and contributed chapters to several edited books. Her main teaching areas include service quality, total quality management, and business excellence.

Recent publications

Refereed Journal Articles

  • Soltani, E. Y.Y. Liao, A. K. Gholami & A. Iqbal (2017). Saying it without words: a qualitative study of employee voice, International Journal of Human Resource Management, DOI:10.1080/09585192.2017.1369447
  • Soares, A., Soltani, E. & Y.Y. Liao (2017). The influence of supply chain quality management practices on quality performance: an emirpical investigation. Supply Chain Management: An International Journal, 22(2), 122-144.
  • Liao, Y.Y. Soltani, E., W.Y. Wang & A. Iqbal (2016). The dynamics of workplace relationship in a diverse internationally staffed organization: a qualitative ethnographic assessment, International Journal of Human Resource Management, 28(8), 1182-1211.
  • Rashidirad, M, Soltani, E. and Salimian, H. & Y.Y. Liao (2014). The applicability of Grant’s framework in the dynamic digital age: A review and agenda for future research, European Business Review, 27, 6, 656-678.
  • Soltani,  E., Ahmed, P. K. Y.Y. Liao & Ansoike P. U. (2014).Qualitative middle-range research in operations management: the need for theory-driven empirical inquiry.  International Journal of Operations and Production Management, 34(8), 1003-1027.
  • Soltnai, E., J. Syed, Y.Y. Liao & A. Iqbal (2014). Managerial midsets toward corporate social responsibility: the case of auto industry. Journal of Business Ethics, 129(4). 795-810.
  • Liao, Y.Y., E. Soltani & P. Yeow (2013). What sparks quality-driven change programmes in not-for-profit service sector? Some qualitative evidence. Total Quality Management & Business Excellence, 25(11-12), 1295-1317.
  • Soares A., Soltani E. & Liao, Y.Y. The influence of inter-firm relationships on supply chain quality management:  A survey of UK firms. International Journal of Global Management Studies Professional (IJGMSP), 4 (2)
  • Soltani, E. Chau, V. & Liao Y. Y. (2012) “A learning organization perspective of service quality operations in the IT industry y” Journal of Strategic Change, 21, 275-284.
  • Soltani E., Barnes B., Syed J. & Liao Y.Y. (2012), “Does management approach impede service quality?” Production Planning & control (Special Issue: Service Science). 23(7), 523-540.
  • Soltani E., Syed J., Liao Y.Y. & Shahi-Sough N. (2012), “Tackling one-sidedness in equality and diversity research: Characteristics of the current dominant approach to managing diverse workgroups” Asia Pacific Journal of Management. 29(1), 9-37.
  • Soltani E., Azadegan A., Liao Y.Y. & Philips P. (2011), “Quality performance in a global supply chain: finding out the weak link” International Journal of Production Research. 49 (1), 269-293.
  • Soltani E. & Liao Y. Y. (2010), “Training Interventions: Fulfilling Managerial Ends or Proliferating Invaluable Means for Employees?” European Business Review. 22 (2), 128-152.
  • Soltani E., Liao Y. Y., Singh A., & Wang W. Y. (2010), “Managing service quality: the managers’ orientations and their consequences: Case study evidence and their consequences” Total Quality Management & Business Excellence. 21 (6), 673-685.
  • Soltani E., Singh, A., Liao Y. Y. & Wang W. Y. (2010), “The rhetoric and reality of ‘process control’ in organisatinal environments with a TQM orientation: The Managers' View” Total Quality management & Business Excellence, 21 (1), 67-77.
  • Soltani E., Lai P. C., Philips P. & Liao Y. Y. (2009), “The Triangular Supply Chain Relationship: Labour Dispatch Agencies, Hospitality Sector, and Flexible Workers: The Taiwan Experience” The Service Industries Journal. 29 (10), 1217-1339.

Book Chapter

  • Customer satisfaction, the Sage Encyclopaedia of Economics and Society, Sage Publication, in press
  • Supply chain quality management (Soltani, E. and Y.Y. Liao). In Su Mi Dahlgaard-Park (ed.). The SAGE Encyclopaedia of Quality and the Service Economy. SAGE Publications. (2015)
  • The influence of national culture on customer service experience: Case of China In: Camillo A. A. (Ed.). Handbook of research on global hospitality and tourism management, IGI Global, Chapter 12.
  • Promotional Pricing. In: Swayne L. E. and Dodds M. (Eds.). Encyclopedia of Sports Management and Marketing. Vol.4. Sage Publications, Inc. ISBN: 978-1412973823.
  • Flexible models of organizational design, In: Swayne L. E. (Ed.).  Encyclopedia of Sports Management and Marketing. Vol.4. Sage Publications, Inc. ISBN: 978-1412973823.

Refereed Conference papers

  • Liao, Y.Y, Soltani, E. & Chan, F.F.Y. “Cultural influences on service quality expectations: evidence.” 2017 Annual Conference of Emerging Markets Conference Board, 5-7 January 2017, Delhi NCR, India.
  • Soltani, E., Liao, Y. Y. & Iqbal, A. “The paradox of performance management in TQM-oriented organisations: some empirical evidence.” 2016 7th International Conference of the Association of Global Management Studies (ICAGMS), 20-21 June 2016, Rio de Janeiro, Brazil.
  • Liao, Y. Y.  & Soltani, E. ”The quality effects of Inter-firm relationships on a global scale: Some qualitative evidence. International Conference on Business and Information (BAI 2016), 3-5 July 2016, Nagoya, Japan.
  • Soltani, E. & Liao, Y.Y. “The challenge of HR performance management: A TQM perspective”. 4th international conference on Business Economics, Marketing & Management Research, 4-6 November 2016, Monastir Tunisia.
  • Liao, Y.Y & Soltani, E.  “Does performance management matter in realising TQM’s deliverables? An HRM perspective”. ASQ MEA 2nd regional quality conference 2016, 19-20 October 2016, Dubai, UAE.
  • Rashidirad, M, Soltani, E. & Liao, Y.  “How configuration of product-service strategy and sensing capability can create novelty value?” 75th Annual Meeting of the Academy of Management (AOM), August 7-11 2015, Vancouver, Canada
  • Soltani, E., Liao, Y.Y. and Wilkinson, A. “Service quality: managerial challenges and opportunities.” 19th international conference on ISO & TQM, 7-9 April 2015, Nairobi, Kenya.
  • Soltani, E. & Y.Y., Liao. “Factors influencing quality performance across supply chains: Some qualitative evidence”, SIBR 2015 Osaka Conference on interdisciplinary business & Economics Research: Advancing knowledge from interdisciplinary perspectives, 2015, Japan.
  • Al-Ma’aitah, N. A., Soltani, E. & Y.Y. Liao. ‘Supply chain relationship and its resulting outcomes for quality in the Middle East context: A cultural perspective’. Innovation Arabia 8 March 2015, Dubai, UAE.
  • Liao Y. Y. & Soltani, E. “ Cultural awareness: the route to cresting superior service performance and customer satisfaction” . The 2013 Frontiers in Service Conference, 4th-7th July 2013, Taipei.
  • Soltani E. & Liao Y. Y. “ What sparks quality-driven change programmes in not-for-profit service sector? Some evidence from the voluntary sector”. The 2013 Frontiers in Service Conference, 4th-7th July 2013, Taipei.
  • Soares, A. Soltani, E. & Liao Y. Y., “ The influence of inter-firm relationships on supply chain quality management”. 2013 International Conference of the Association Global Management Studies (ICAGMS), 4th -5th March 2013, University of California – Berkeley, USA, 24.
  • Al-Ma’Aitah, N., Soltani, E. & Liao Y. Y. “Collectivist cultural values and buyer-supplier relationships in the Middle East: The Jordanian experience”. 2013 International Conference of the Association Global Management Studies (ICAGMS), 4th -5th March 2013, University of California – Berkeley, USA, 24.
  • Soltani E. & Liao Y. Y., “An Investigation into the rhetoric and reality of well-trodden TQM assumptions: Some qualitative evidence of current practice”. 2012 International Conference on Business and Economics Research, 28th-29th Sep 2012, Phnom Penh, Cambodia, 6-10. (Best paper award & Invited for publishing journal).
  • Soltani E. & Liao Y.Y., “Managing employee performance in the context of TQM: Individual versus system influences – Some evidence from auto industry”. 2012 International Conference on Business and Information, 3 -5 July 2012, Sapporo, Japan, 20. (invited for publishing journal)
  • Soltani E. & Liao Y. Y., “From product to service quality: Differences and managerial challenges”. The 6th Asian Business Research Conference, 8 – 10 April 2012, Bangkok, Thailand.
  • Soltani E. & Liao Y.Y., “Achieving business excellence through quality management initiatives: Drivers and impediments”. The 6th Quality Conference in the Middle East: Innovation Based Competitiveness and Business Excellence, 30 Jan – 2 February 2012, Dubai, UAE.
  • Liao Y. Y., Soltani E. & Wang W.Y., “An investigation into the relationship between service quality, customer satisfaction, value for money, and the resultant behavioural outcomes: Some evidence from non-Western organizational context”. The 6th Quality Conference in the Middle East: Innovation Based Competitiveness and Business Excellence, 30 Jan – 2 February 2012, Dubai, UAE.
  • Soltani E. & Liao Y. Y., “Managing service operations: another look at service quality gap”. The 2011 Las Vegas International Academic Conference, 10-12 October 2011, Las Vegas, Nevada, USA. (Best paper award &  invited for publishing journal).
  • Soltani E., Liao Y.Y. & Wang W.Y. “A learning organization approach to managing service quality”. International Joint Conference on Service Science, 25-27 May 2011, Taipei, Taiwan.
  • Soltani, E. Singh A. & Liao Y. Y., “Management’s orientations toward quality management as a major predictor of its success or failure: Some case study evidence” Proceedings of 5th quality conference in the Middle East: TQM and excellence: A framework for managing governance and corporate social responsibility, 31 January -3 February 2011, Dubai, UAE, 728-737. (invited for publishing  journal).
  • Liao Y. Y., Soltani E. & Petrovici D., “Influence of Chinese cultural values on service quality dimensions” Proceedings of the 11th international joint world cultural tourism conference, 12-14 November 2010, Hangzhou, China. (Keynote Paper & invited for publishing journal).
  • Soltani E. & Liao Y. Y., “The Application of Pelz Effect to Managing quality Programmes”. In Hanna, M. (ed.), Proceedings of the 21st Production and Operations Management Society (POMS) Conference: Operations in emerging Economies, 7-10 May 2010, Vancouver, Canada, 1-51.
  • Liao Y. Y., Soltani E., Petrovici D. & Wang W.Y., “Service quality through the lens of Chinese cultural values: setting the Agenda for future research”. In Hanna, M. (ed.), Proceedings of the 21st Production and Operations Management Society (POMS) Conference: Operations in Emerging Economies, 7-10 May 2010, Vancouver, Canada, 1-20.
  • Soltani E., Liao Y. Y. & Phillips P., “TQM Practices: A means to tightening managerial control or improving the work processes – some evidence”, In Ho S. K.M. and Chattopadhyay S. P. (eds.) Proceeding of 14th ICIT (International conference on ISO 9000 & TQM), the University of Scranton, PA, USA, 5-7 April 2010, ISBN: 962-86107-9-1-14. (Best Paper Award).
  • Liao Y. Y., Soltani E., Petrovici D. & Wang W.Y., “The Dynamics of the Chinese cultural values and service quality dimensions and the resultant implications for customer satisfaction: The Taiwan experience”. Proceedings of the APMC (3rd Asia Pacific marketing Conference), Kuching, Malaysia, 9-11 December 2009, 795-804.
  • Soltani E., Phillips P. and Liao Y. Y., “Managing Diverse workgroups: an Employee View of Equal Opportunities in Employment”. Proceedings of the Equal Opportunities International Conference, Bosphorus University, Istanbul, Turkey, 16-17 July 2009, 1-22.
  • Liao Y. Y. & Soltani E., “The Rhetoric and Reality of (Quality) 'Control' in Organisational Environments with a TQM Orientation”, In Gupta, O. K. (ed.) Proceedings of the International conference on Technology & Business Management (ICTBM), 28-31 March 2009, Dubai, UAE, 751-759.
  • Soltani E. & Liao Y. Y., “ A new look at service quality failure: some case study evidence”. In Hanna, M. (ed.), Proceedings of the 20th Production and Operations Management Society (POMS) Conference, 1-4 May 2009, Orlando, Florida, USA, 1-40