Sherine has a diverse management position at international restaurant and hotel chains, especially in Malaysia and Singapore. Her professional experience in the hospitality industry may include food and beverage, accounting, human resources, training and development, and marketing.
Before joining the University of West London, Sherine was a Food and Beverage lecturer at Sunway University in Malaysia from 2012 to 2016. Her research area lies within the food and beverage, relationship marketing and consumer behaviour in the hospitality and tourism industry.
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Qualifications
PhD Hospitality (University of West London, UK)
MSc (Hons) International Hotel and Tourism Management (Oxford Brookes University, United Kingdom)
Bachelor of Arts (Hons) in International Hotel and Tourism Management (dual degree awarded by IMI International Hotel Management Institute, Switzerland and Manchester Metropolitan University, United Kingdom)
Higher Diploma and Diploma in International Hotel and Tourism Management (KDU College, Malaysia)
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Memberships
Member for Institute of Hospitality since June 2019Member for Council on HotelRestaurant and Institutional Education (CHRIE) since March 2019Member of TEAM Tourism Educators Association of Malaysia (TEAM) from 2013-2015Member of BAHA (British Association of Hospitality Accountants) from 2010-2011
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Research and publications
Publications
Kwok, S. L. (2019). ‘Can't complain: Factors influencing dissatisfied customers’ non-complaining behaviour’, New Vistas. 5(2). doi: /uwl.85
Kwok, S. L. 2012. ‘Exploring Tactics Driving Online Customer Engagement with Food and Beverage Brands through Social Media’. 4th Asia-Euro Tourism, Hospitality and Gastronomy Conference 2012, Subang Jaya, Malaysia.
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Conferences
Kwok, S. L. (2019) 'The Silent Revolution: Exploring the Non-Complaining Beliefs, Intention and Behaviour of Asian Customers in the Hospitality Industry', 2019 APacCHRIE & EuroCHRIE Joint Conference in Hong Kong, China, from 22-25 May 2019
Kwok, S. L. (2019) 'Factors Influencing Customers’ Non-Complaining Beliefs, Intention and Behaviour in the Hospitality Context: A Systematic Literature Review', 2019 Central CHRIE Conference in Indianapolis, United States, 22-23 March 2019
Kwok, S. L. (2018) 'The Silent Revolution: An Exploration to Customer Non-Complaining Intention and Behaviour', The Graduate School Annual Doctoral Conference, University of West London, London, 23 May 2019.
Kwok, S. L. (2012) 'Exploring Tactics Driving Online Customer Engagement with Food and Beverage Brands through Social Media'. 4th Asia-Euro Tourism, Hospitality and Gastronomy Conference 2012, Subang Jaya, Malaysia.
