By Dr Terrence Chong

Journal articles

Chong T; Yu T; Keeling DI; de Ruyter K; Hilken T, 2026, 'The voice in the machine: designing embodied conversational agents for rapport in complex online service delivery', European Journal of Marketing, 60, pp. 1142 - 1175, http://dx.doi.org/10.1108/ejm-04-2024-0340

Chong T; Yu T; Keeling DI; de Ruyter K; Hilken T, 2026, 'Stakeholder engagement with AI service interactions', Journal of Product Innovation Management, 43, pp. 31 - 56, http://dx.doi.org/10.1111/jpim.12786

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

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