Mr Terrence   Chong
Research Associate

Mr Terrence Chong

Business School
School of Marketing

Terrence is keenly interested in studying the use of artificial intelligence (AI) in organizational service frontlines. His doctoral research focus is on the impact of service AI and its effect on service and customer outcomes. His research also examines how businesses use humanoid chatbot to generate value for firms and customers.

  • Journal articles | 2021
    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, vol. 63, http://dx.doi.org/10.1016/j.jretconser.2021.102735
  • Conference Abstracts | 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
    Conference Abstracts | 2021
    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
    Conference Papers | 2014
    Chong T; Leong C; Pan SL; Bahri S; Khan AFA, 2014, 'Use of Social Media in Disaster Relief during the Kuantan (Malaysia) Flood', in Proceedings of the 35th International Conference on Information Systems (ICIS 2014), Association for Information Systems, Auckland, New Zealand, presented at The 35th International Conference on Information Systems (ICIS 2014), Auckland, New Zealand, 14 December 2014 - 17 December 2014

Courses Taught:

  • ZZBU6513 Social Media and Digital Analytics
  • ZZBU6514 Managing Customer Analytics
  • MARK5811 Applied Marketing Research
  • MARK5816 Services Marketing Management
  • MARK2052 Marketing Research