By Associate Professor Ting Yu

Journal articles

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

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