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

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