Ting Yu

Associate Professor

Dr Ting Yu is an Associate Professor in Marketing at the University of New South Wales.

She worked in Australia, Switzerland and Singapore as a Lecturer, Product Research and Development Manager, Market Research Consultant and Research Analyst.

She was also the recipient of the Non-Professorial Research Achievement Award (UNSW), American Marketing Association's Selling and Sales Management Special Interest Group's best dissertation award (first runner-up), Sasakawa Young Leaders Fellowship Fund Scholarship, Centre for Applied Marketing Research Scholarship Award (UNSW), The UNSW Business School Research Scholarship and European Marketing Academy Conference (EMAC) bursary.

Her major research interests include: artificial intelligence in (healthcare) service delivery, organisational ambidexterity (service versus sales; service productivity versus service quality, efficiency versus flexibility), relationship termination management, and consumer emotions. Her research has appeared in Journal of Service ResearchJournal of Business ResearchIndustrial Marketing ManagementEuropean Journal of MarketingJournal of Service Management (formerly International Journal of Service Industry Management), Journal of Services Marketing, and International Journal of Human Resource Management.

Journal articles
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de Ruyter K; Keeling DI; Yu T, 2020, 'Service-Sales Ambidexterity: Evidence, Practice, and Opportunities for Future Research', Journal of Service Research, vol. 23, pp. 13 - 21, http://dx.doi.org/10.1177/1094670519878880
2020
Mo C; Yu T; White C, 2020, 'A self-determination theory approach to motivating engagement with channel partner enablement programs', Industrial Marketing Management, vol. 90, pp. 194 - 204, http://dx.doi.org/10.1016/j.indmarman.2020.07.003
2020
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
2020
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, vol. 78, http://dx.doi.org/10.1016/j.indmarman.2017.10.002
2019
Yu T; Gudergan S; Chen C, 2018, 'Achieving employee efficiency–flexibility ambidexterity', The International Journal of Human Resource Management, http://dx.doi.org/10.1080/09585192.2018.1449762
2018
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, vol. 52, pp. 1457 - 1484, http://dx.doi.org/10.1108/EJM-08-2016-0487
2018
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, vol. 49, pp. 491 - 511, http://dx.doi.org/10.1108/EJM-10-2013-0549
2015
Patterson P; Yu Y; Kimpakorn N, 2014, 'Killing two birds with one stone: Cross-selling during service delivery', Journal of Business Research, vol. 67, pp. 1944 - 1952, http://dx.doi.org/10.1016/j.jbusres.2013.11.013
2014
Chen CF; Yu T, 2014, 'Effects of positive vs negative forces on the burnout-commitment-turnover relationship', Journal of Service Management, vol. 25, pp. 388 - 410, http://dx.doi.org/10.1108/JOSM-01-2012-0003
2014
Yu T; Patterson PG; de Ruyter K, 2013, 'Achieving Servcie-Sales Ambidexterity', Journal of Service Research, vol. 16, pp. 52 - 66, http://dx.doi.org/10.1177/1094670512453878
2013
White C; Yu Y, 2005, 'Satisfaction emotion and consumer behavioral intentions', Journal of Services Marketing, vol. 19, pp. 411 - 420, http://dx.doi.org/10.1108/08876040510620184
2005
Yu Y; Dean A, 2001, 'The contribution of emotional satisfaction to consumer loyalty', International Journal of Service Industry Management, vol. 12, pp. 234 - 250, http://dx.doi.org/10.1108/09564230110393239
2001
Conference Abstracts
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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
2019
Tian K; Yu T, 2018, 'Online Brand Community Engagement: A Functional View', in Frontiers in Service Conference, presented at Frontiers in Service Conference
2018
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, Australian and New Zealand Marketing Academy Conference. Conference Proceedings, Christchurch, presented at Australian and New Zealand Marketing Academy Conference. Conference Proceedings, Christchurch
2016
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., Australian and New Zealand Marketing Academy Conference, presented at Australian and New Zealand Marketing Academy Conference, 30 November 2015 - 02 December 2015
2015
Yu T, 2013, 'Relationship termination in services marketing', in Relationship termination in services marketing, Frontiers in Service Conference, presented at Frontiers in Service Conference, 04 July 2013 - 07 July 2013
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', in Ambidexterity - employees simultaneous pursuit of service and sales goals in a services context, Frontiers in Service Conference, Columbus, Ohio, presented at Frontiers in Service Conference, Columbus, Ohio, 30 June 2011 - 03 July 2011
2011
Yu T; Gudergan S; Chen C, (ed.), 2011, 'When efficiency meets flexibility in the frontline service office – A health care study', in When efficiency meets flexibility in the frontline service office – A health care study, INFORMS Healthcare 2011, Montreal, presented at INFORMS Healthcare 2011, Montreal, 20 June 2011 - 22 June 2011
2011
Yu T; Patterson P; de Ruyter K, 2010, 'Achieving ambidexterity: The role of branch context', in Achieving ambidexterity: The role of branch context, INFORMS Marketing Science Conference, Cologne, presented at INFORMS Marketing Science Conference, Cologne, 16 June 2010 - 19 June 2010
2010
Patterson PG; Yu Y; de Ruyter K, 2009, 'Achieving ambidexterity in retail banking: The role of branch context', in Achieving ambidexterity in retail banking: The role of branch context, International Conference on Service Science and Innovation - China, Taipei, presented at International Conference on Service Science and Innovation - China, Taipei
2009
Yu Y; Gong Z, 2005, 'Does e-supporting service quality deserve significant investment?', in Does e-supporting service quality deserve significant investment?, 10th Asia Pacific Region of Decision Sciences Institute, presented at 10th Asia Pacific Region of Decision Sciences Institute, 28 June 2005 - 02 July 2005
2005
Yu T, (ed.), 2000, 'Capture customer satisfaction/dissatisfaction dynamics', in Capture customer satisfaction/dissatisfaction dynamics, Academy of Marketing Conference, presented at Academy of Marketing Conference, 01 July 2000 - 04 July 2000
2000
Yu T; Dean A, (ed.), 1999, 'Dissatisfaction with customer satisfaction measurement: finding a way forward', in Dissatisfaction with customer satisfaction measurement: finding a way forward, Australian and New Zealand Marketing Academy Conference, presented at Australian and New Zealand Marketing Academy Conference, 28 November 1999 - 01 December 1999
1999
Conference Papers
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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, https://anzmac2018.com/wp-content/uploads/2018/11/ANZMAC2018-Proceedings.pdf
2018
Yu T; Gudergan S; Chen C, 2016, 'Coping to meet the ambidextrous demand of delivering quality service while being productive', in Coping to meet the ambidextrous demand of delivering quality service while being productive, Global Innovation and Knowledge Academy, Spain, presented at Global Innovation and Knowledge Academy, Spain, 20 March 2016 - 23 March 2016
2016
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, Academy of Marketing Science World Marketing Congress, Paris, presented at Academy of Marketing Science World Marketing Congress, Paris, 19 July 2016 - 23 July 2016
2016
Yu T; White C, 2015, 'Achieving relationship termination quality: A conceptual model', in Academy of Marketing Science World Marketing Congress. Conference Proceedings, Academy of Marketing Science World Marketing Congress, Bari, Italy, presented at Academy of Marketing Science World Marketing Congress, Bari, Italy, 14 July 2015 - 18 July 2015
2015
Mo J; Yu T; de Ruyter K, 2014, 'Moral reasoning for immoral behaviour: An integrated model of opportunism', in Moral reasoning for immoral behaviour: An integrated model of opportunism, Australian and New Zealand Marketing Academy Conference, presented at Australian and New Zealand Marketing Academy Conference, 01 December 2014 - 03 December 2014
2014
Yu T; Patterson P, 2013, 'Pursuit of service-sales ambidexterity in heterogeneous service branches', in Pursuit of service-sales ambidexterity in heterogeneous service branches, American Marketing Association Winter Marketing Educators’ Conference, Las Vegas, presented at American Marketing Association Winter Marketing Educators’ Conference, Las Vegas, 15 February 2013 - 17 February 2013
2013
Patterson P; Yu T; Kimpakorn N, 2013, 'Killing Two Birds With One Stone: Cross-Selling in Traditional Service Units', in Killing Two Birds With One Stone: Cross-Selling in Traditional Service Units, The 2013 Naples Forum on Service - Service Dominant logic, Network & Systems Theory and Service Science: Integrating three perspectives for a new service agenda, 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
2013
Yu T; Patterson P; de Ruyter K, 2010, 'Acting ambidextrously in retail banking to achieve service and sales goals simultaneously: A multilevel perspective', in Acting ambidextrously in retail banking to achieve service and sales goals simultaneously: A multilevel perspective, Australian and New Zealand Marketing Academy Conference, Christchurch, presented at Australian and New Zealand Marketing Academy Conference, Christchurch, 29 November 2010 - 01 December 2010
2010
Yu Y; Patterson PG, 2009, 'In search of ambidexterity', in In search of ambidexterity, EMAC 2009 Conference, Nantes, France, presented at EMAC 2009 Conference, Nantes, France, 26 May 2009 - 29 May 2009
2009
Yu T; Patterson P; de Ruyter K, 2009, 'Mastering service and sales simultaneously – key to achieving ambidexterity in retail banking', in Mastering service and sales simultaneously – key to achieving ambidexterity in retail banking, Australian and New Zealand Marketing Academy Conference, Melbourne, presented at Australian and New Zealand Marketing Academy Conference, Melbourne, 30 November 2009 - 02 December 2009
2009
Yu Y; Patterson PG; de Ruyter K, 2008, 'Achieving Service and sales Goals through Motivational Ambidexterity', in ANZMAC 2008 Conference, ANZMAC 2008 Conference, Homebush, Sydney, presented at ANZMAC 2008 Conference, Homebush, Sydney, 01 December 2008 - 03 December 2008
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, Australian and New Zealand Marketing Academy Conference 2007, Dunedin, New Zealand., presented at Australian and New Zealand Marketing Academy Conference 2007, Dunedin, New Zealand., 03 December 2007 - 05 December 2007
2007
Yu Y; White C; Xu Y, 2007, 'The Dynamic Role of Emotions in Customer Loyalty', in Reputation, Responsibility, Relevance: ANZMAC 2007 Conference, Australian and New Zealand Marketing Academy Conference 2007, Dunedin, New Zealand., presented at Australian and New Zealand Marketing Academy Conference 2007, Dunedin, New Zealand., 03 December 2007 - 05 December 2007
2007
Patterson PG; Yu Y; De Ruyter K, 2006, 'Understanding Customer Engagement in Services', in ANZMAC 2006 Conference, ANZMAC 2006 Conference, Brisbane, Qld, presented at ANZMAC 2006 Conference, Brisbane, Qld, 04 December 2006 - 06 December 2006
2006
Yu Y, 2005, 'The relationship between customer satisfaction emotions and consumer loyalty: future research direction', in The relationship between customer satisfaction emotions and consumer loyalty: future research direction, 10th Asia Pacific Region of Decision Sciences Institute Conference,, Taipei., presented at 10th Asia Pacific Region of Decision Sciences Institute Conference,, Taipei.
2005
Book Chapters
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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, edn. Elgar Original Reference, Edward Elgar Publishing, pp. 270 - 292, http://dx.doi.org/10.4337/9780857938855
2014
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
2013
  • 2011-2013 Building ambidextrous capacity in service industries a cross national study. Australian Research Council/Discovery Project. AU$155,000 (Project team: Paul Patterson, Ting Yu and Ko de Ruyter)
  • 2005-2006 Evaluation of the remote workforce development strategy, Office of the Commissioner for Public Employment. Northern Territory Australia AU$50,000 (Project team: Ram Vemuri, Christopher White and Ting Yu)