Su Kyung (Irene) Kim

Su Kyung (Irene) Kim is an Assistant Professor in the Business Administration Department at the Asper School of Business at the University of Manitoba. She teaches GMGT 2070, Introduction to Organizational Behaviour. Before joining Asper, Dr. Kim taught at the Sauder School of Business at the University of British Columbia, Vancouver.

Dr. Kim earned her PhD and MSc in Management from the Lazaridis School of Business and Economics at Wilfrid Laurier University, and her BSc in Psychology from the University of British Columbia. Her research is broadly focused on work stress and employee well-being. In one stream, she examines various aspects of customer service interactions (e.g., customer mistreatment, emotional labour) that affect employee coping and stress outcomes. In another stream, she investigates how employee constructive and destructive interpersonal workplace behaviours impact various organizational stakeholders.

• Organizational behavior
• Human resources management
• Leadership

• Work stress and employee well-being
• Customer service interactions
• Constructive and destructive interpersonal workplace behaviors

Kim, S. K., & Zhan, Y. (April 10, 2023). Should you let employees break the rules to make customers happy? Harvard Business Review.

van Jaarsveld, D. D., Walker, D. D., & Kim, S. K. (November 9, 2022). Encouraging good behavior from your customers. Harvard Business Review.

Walker, D. D., Kim, S. K., van Jaarsveld, D. D., Restubog, S. L. D., Marrone, M. A., Lagios, C., & Mehdipour, A. (2023). It takes two to tango: A multidisciplinary bibliometric review across six decades of dyadic service encounter research. Journal of Service Management, 34, 970-994.

Kim, S. K., & Zhan, Y. (2023). Breaking rules yet helpful for all: Beneficial effects of pro-customer rule breaking on employee outcomes. Journal of Organizational Behavior, 44, 739-759.

Kim, S. K., Zhan, Y., Hu, X., & Yao, X. (2021). Effects of customer entitlement on employee emotion regulation, conceding service behaviour, and burnout: The moderating role of customer sovereignty belief. European Journal of Work and Organizational Psychology, 30, 23-39.

Zhan, Y., Kim, S. K., Zhou, L., Xie, B., Li, Y., Wen, B., & Nie, L. (2019). Patient violence and health professionals’ occupational outcomes in China: A time-lagged survey study. International Journal of Nursing Studies, 94, 120-130.