By Associate Professor Ting Yu

Book Chapters

Mo C; Yu T, 2022, 'Capturing complex, dynamic customer loyalty by integrating traditional and big data analyses', in Handbook of Research on Customer Loyalty, Edward Elgar Publishing

Yu T; Schwartz M, 2022, 'Ethical dilemmas in terminating undesired (loyal) customers', in Handbook of Research on Customer Loyalty, Edward Elgar Publishing

de Ruyter K; Patterson PG; Yu T, 2014, 'Are you (appropriately) experienced? Service-sales ambidexterity.', in Rust R; Huang MH (ed.), Handbook of Service Marketing Research, Edward Elgar Publishing, pp. 270 - 292, http://dx.doi.org/10.4337/9780857938855

de Ruyter K; Yu Y, 2013, 'You can, if you think you can: The impact of customer and employee efficacy on technology based service delivery.', in Fisk R; Russell-Bennett R; Harris LC (ed.), Serving Customers: Global Services Marketing Perspectives, Tilde University Press, pp. 129 - 143

Journal articles

Chong T; Yu T; Keeling DI; de Ruyter K; Hilken T, 2025, 'Stakeholder engagement with AI service interactions', Journal of Product Innovation Management, http://dx.doi.org/10.1111/jpim.12786

White C; Yu T, 2024, 'Consumer-company identification: a review and empirical contribution', Management Research Review, 47, pp. 1289 - 1306, http://dx.doi.org/10.1108/MRR-10-2023-0769

Chong T; Yu T; Keeling DI; de Ruyter K, 2021, 'AI-chatbots on the services frontline addressing the challenges and opportunities of agency', Journal of Retailing and Consumer Services, 63, http://dx.doi.org/10.1016/j.jretconser.2021.102735

Mo C; Yu T; White C, 2020, 'A self-determination theory approach to motivating engagement with channel partner enablement programs', Industrial Marketing Management, 90, pp. 194 - 204, http://dx.doi.org/10.1016/j.indmarman.2020.07.003

Mo C; Yu T; de Ruijter J, 2020, 'Don’t you (forget about me): The impact of out-of-the-channel-loop perceptions in distribution channels', European Journal of Marketing, 54, pp. 761 - 790, http://dx.doi.org/10.1108/EJM-05-2018-0324

de Ruyter K; Keeling DI; Yu T, 2020, 'Service-Sales Ambidexterity: Evidence, Practice, and Opportunities for Future Research', Journal of Service Research, 23, pp. 13 - 21, http://dx.doi.org/10.1177/1094670519878880

Yu T; Gudergan S; Chen C, 2020, 'Achieving employee efficiency–flexibility ambidexterity', The International Journal of Human Resource Management, 31, pp. 2459 - 2494, http://dx.doi.org/10.1080/09585192.2018.1449762

Mo C; Yu T; de Ruyter K; Chen C-F, 2019, 'Unfolding the impacts of transaction-specific investments: Moderation by out-of-the-channel-loop perceptions and achievement orientations', Industrial Marketing Management, 78, http://dx.doi.org/10.1016/j.indmarman.2017.10.002

White CJ; Yu T, 2019, 'On the relationship between passion, word-of-mouth behaviour and eudaimonic wellbeing', International Journal of Sport Management and Marketing, 19, pp. 253 - 267, http://dx.doi.org/10.1504/IJSMM.2019.099786

Yu T; de Ruyter K; Patterson P; Chen CF, 2018, 'The formation of a cross-selling initiative climate and its interplay with service climate', European Journal of Marketing, 52, pp. 1457 - 1484, http://dx.doi.org/10.1108/EJM-08-2016-0487

Yu T; Patterson P; de ruyter K, 2015, 'Converting service encounters into cross-selling opportunities: Does faith in supervisor ability help or hinder service-sales ambidexterity?', European Journal of Marketing, 49, pp. 491 - 511, http://dx.doi.org/10.1108/EJM-10-2013-0549

Chen CF; Yu T, 2014, 'Effects of positive vs negative forces on the burnout-commitment-turnover relationship', Journal of Service Management, 25, pp. 388 - 410, http://dx.doi.org/10.1108/JOSM-01-2012-0003

Patterson P; Yu Y; Kimpakorn N, 2014, 'Killing two birds with one stone: Cross-selling during service delivery', Journal of Business Research, 67, pp. 1944 - 1952, http://dx.doi.org/10.1016/j.jbusres.2013.11.013

Yu T; Patterson PG; de Ruyter K, 2013, 'Achieving Servcie-Sales Ambidexterity', Journal of Service Research, 16, pp. 52 - 66, http://dx.doi.org/10.1177/1094670512453878

White C; Yu Y, 2005, 'Satisfaction emotion and consumer behavioral intentions', Journal of Services Marketing, 19, pp. 411 - 420, http://dx.doi.org/10.1108/08876040510620184

Yu Y; Dean A, 2001, 'The contribution of emotional satisfaction to consumer loyalty', International Journal of Service Industry Management, 12, pp. 234 - 250, http://dx.doi.org/10.1108/09564230110393239

Conference Papers

Mo C; Yu T; Tian K, 2018, 'Online Brand Community Engagement: A Text-Mining Approach', in 2018 ANZMAC Conference Proceedings, Adelaide, Australia, pp. 258 - 261, presented at Australian & New Zealand Marketing Academy Annual Conference (ANZMAC 2018), Adelaide, Australia, 03 December 2018 - 05 December 2018, http://dx.doi.org/10.26190/unsworks/27022

Mo J; Yu T; de Ruyter KO, 2016, 'Out of the channel loop in distribution channels: conceptualization and future research directions', in Academy of Marketing Science World Marketing Congress. Conference Proceedings, Paris, presented at Academy of Marketing Science World Marketing Congress, Paris, 19 July 2016 - 23 July 2016

Yu T; Gudergan S; Chen C, 2016, 'Coping to meet the ambidextrous demand of delivering quality service while being productive', Spain, presented at Global Innovation and Knowledge Academy, Spain, 20 March 2016 - 23 March 2016

Yu T; White C, 2015, 'Achieving relationship termination quality: A conceptual model', in Academy of Marketing Science World Marketing Congress. Conference Proceedings, Bari, Italy, presented at Academy of Marketing Science World Marketing Congress, Bari, Italy, 14 July 2015 - 18 July 2015

Mo J; Yu T; de Ruyter K, 2014, 'Moral reasoning for immoral behaviour: An integrated model of opportunism', presented at Australian and New Zealand Marketing Academy Conference, 01 December 2014 - 03 December 2014

Patterson P; Yu T; Kimpakorn N, 2013, 'Killing Two Birds With One Stone: Cross-Selling in Traditional Service Units', presented at The 2013 Naples Forum on Service - Service Dominant logic, Network & Systems Theory and Service Science: Integrating three perspectives for a new service agenda, 18 June 2013 - 21 June 2013

Yu T; Patterson P, 2013, 'Pursuit of service-sales ambidexterity in heterogeneous service branches', Las Vegas, presented at American Marketing Association Winter Marketing Educators’ Conference, Las Vegas, 15 February 2013 - 17 February 2013

Yu T; Patterson P; de Ruyter K, 2010, 'Acting ambidextrously in retail banking to achieve service and sales goals simultaneously: A multilevel perspective', Christchurch, presented at Australian and New Zealand Marketing Academy Conference, Christchurch, 29 November 2010 - 01 December 2010

Yu T; Patterson P; de Ruyter K, 2009, 'Mastering service and sales simultaneously – key to achieving ambidexterity in retail banking', Melbourne, presented at Australian and New Zealand Marketing Academy Conference, Melbourne, 30 November 2009 - 02 December 2009

Yu Y; Patterson PG, 2009, 'In search of ambidexterity', Nantes, France, presented at EMAC 2009 Conference, Nantes, France, 26 May 2009 - 29 May 2009

Yu Y; Patterson PG; de Ruyter K, 2008, 'Achieving Service and sales Goals through Motivational Ambidexterity', in ANZMAC 2008 Conference, Homebush, Sydney, presented at ANZMAC 2008 Conference, Homebush, Sydney, 01 December 2008 - 03 December 2008

Yu Y; Patterson PG; De Ruyter K, 2007, 'Ambidexterity - The Simultaneous Pursuit of Service and Sales Goals', in Reputation, Responsibility, Relevance: ANZMAC 2007 Conference, Dunedin, New Zealand., presented at Australian and New Zealand Marketing Academy Conference 2007, Dunedin, New Zealand., 03 December 2007 - 05 December 2007

Yu Y; White C; Xu Y, 2007, 'The Dynamic Role of Emotions in Customer Loyalty', in Reputation, Responsibility, Relevance: ANZMAC 2007 Conference, Dunedin, New Zealand., presented at Australian and New Zealand Marketing Academy Conference 2007, Dunedin, New Zealand., 03 December 2007 - 05 December 2007

Patterson PG; Yu Y; De Ruyter K, 2006, 'Understanding Customer Engagement in Services', in ANZMAC 2006 Conference, Brisbane, Qld, presented at ANZMAC 2006 Conference, Brisbane, Qld, 04 December 2006 - 06 December 2006

Yu Y, 2005, 'The relationship between customer satisfaction emotions and consumer loyalty: future research direction', Taipei., presented at 10th Asia Pacific Region of Decision Sciences Institute Conference,, Taipei.

Conference Abstracts

Jin J; Yu T, 2024, 'IT Capabilities, Agility, and Performance: A Meta-Analysis', in Australian and New Zealand Marketing Academy Conference. Conference Proceedings, presented at Australian and New Zealand Marketing Academy Conference

Tian K; Yu T; de Ruyter K; Keeling D, 2024, 'Engagement and Well-Being as Outcomes of Perceived Social Support in Digital Health Services: A Meta-Analysis', in SMS Marketing Science Conference, Conference Proceedings, presented at SMS Marketing Science Conference

Jin J; Yu T, 2024, 'The Relationship Between IT Capabilities, Agility, and Organizational Performance: A Meta-Analysis', in SMS Marketing Science Conference, Conference Proceedings, presented at SMS Marketing Science Conference

Chong T; Yu T; Keeling D; de Ruyter K; Hilken T, 2023, 'Delivering Value-by-proxy on the Frontline Designing GenAI-based Service Agents', in AMS World Marketing Congress, Conference Proceedings, presented at AMS World Marketing Congress

Chong T; Yu T, 2022, 'Metaverse: Challenges and Opportunities in Service Consumption and Delivery', in Conference Proceedings (abstract only), Perth, presented at Australian and New Zealand Marketing Academy Conference, Perth, 05 December 2022 - 07 December 2022

Tian K; Keeling D; de Ruyter K; Yu T, 2022, 'Meaningful digital engagement in healthcare', in Australian and New Zealand Marketing Academy Conference. Conference Proceedings, presented at Australian and New Zealand Marketing Academy Conference

Chong T; Yu T, 2021, 'AI-Chatbots – An Emerging Form of Service Agents', in Conference Proceedings (abstract only), Melbourne, presented at Australian and New Zealand Marketing Academy Conference, Melbourne, 29 November 2021 - 01 December 2021

Chong T; Yu T; Keeling D; de Ruyter K, 2021, 'The Challenges and Opportunities of Artificial Intelligence (AI) Chatbots', in Conference Proceedings (abstract only), Online, presented at Frontiers in Service Conference, Online, 09 July 2021 - 10 July 2021

de Ruyter K; Keeling DI; Yu T, 2019, 'Service–Sales Ambidexterity: Past, Present, and Future', in Frontiers in Service Conference, presented at Frontiers in Service Conference

Tian K; Yu T, 2018, 'Online Brand Community Engagement: A Functional View', in Frontiers in Service Conference, presented at Frontiers in Service Conference

Mo J; Yu T; de ruyter K, 2016, 'The dark side of channel supplier’s prioritization strategy: Resellers’ perception of being out of the loop', in Australian and New Zealand Marketing Academy Conference. Conference Proceedings, Christchurch, presented at Australian and New Zealand Marketing Academy Conference. Conference Proceedings, Christchurch

Mo C; Yu T; de ruyter K, 2015, 'Out of the Channel Loop: Antecedents, Consequences, and a Moderator', in Australian and New Zealand Marketing Academy Conference. Conference Proceedings, Sydney., presented at Australian and New Zealand Marketing Academy Conference, 30 November 2015 - 02 December 2015

Yu T, 2013, 'Relationship termination in services marketing', presented at Frontiers in Service Conference, 04 July 2013 - 07 July 2013

Patterson P; Yu T; de Ruyter K; Chen C, (ed.), 2011, 'Ambidexterity - employees simultaneous pursuit of service and sales goals in a services context', Columbus, Ohio, presented at Frontiers in Service Conference, Columbus, Ohio, 30 June 2011 - 03 July 2011

Yu T; Gudergan S; Chen C, (ed.), 2011, 'When efficiency meets flexibility in the frontline service office – A health care study', Montreal, presented at INFORMS Healthcare 2011, Montreal, 20 June 2011 - 22 June 2011

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