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Dr Terrence Chong

Dr Terrence Chong

Lecturer

Associate Fellow of the Higher Education Academy / Advance HE (AFHEA)

Business School
School of Marketing

Terrence's teaching and research expertise and interests are in the areas of digital marketing, services marketing and data analytics. Since 2018 Terrence has taken different teaching roles such as course convenor, lecturer-in-charge and tutor for a number of postgraduate and undergraduate courses at UNSW. He is experienced in designing and developing course curriculum, and teaching in both synchronous and asynchronous learning modes and in face-to-face, online and hybrid delivery modes. He is currently working on a few research projects in the areas of embodied conversational agent (AI chatbot) as frontline service employee and metaverse applications in healthcare. 
E-mail
terrence.chong@unsw.edu.au
  • Journal articles | 2025
    Chong T; Yu T; Keeling DI; de Ruyter K; Hilken T, 2025, 'Stakeholder engagement with AI service interactions', Journal of Product Innovation Management, http://dx.doi.org/10.1111/jpim.12786
    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, 63, http://dx.doi.org/10.1016/j.jretconser.2021.102735
  • Conference Posters | 2024
    Chong T, 2024, 'Integrating Multimodal Generative AI Technologies in Postgraduate Marketing Education', Melbourne, Australia, presented at Australasian Society for Computers in Learning in Tertiary Education Conference, Melbourne, Australia, 01 December 2024 - 04 December 2024
    Conference Posters | 2024
    Chong T, 2024, 'Learning Bytes: Unleashing the Power of Micro-Content (Short-Form Videos) in Postgraduate Marketing Education', Tokyo, Japan, presented at The 16th Asian Conference on Education, Tokyo, Japan, 25 November 2024 - 29 November 2024
    Conference Posters | 2024
    Chong T, 2024, 'Utilizing Generative AI Technologies in the Teaching and Learning of a Postgraduate Digital Marketing Course', Adelaide, Australia, presented at Higher Education Research and Development Society of Australasia Conference, Adelaide, Australia, 08 July 2024 - 11 July 2024
    Conference Abstracts | 2023
    Chong T; Yu T; Keeling D; de Ruyter K; Hilken T, 2023, 'Delivering Value-by-proxy on the Frontline Designing GenAI-based Service Agents', in AMS World Marketing Congress, Conference Proceedings, presented at AMS World Marketing Congress
    Conference Abstracts | 2022
    Chong T; Yu T, 2022, 'Metaverse: Challenges and Opportunities in Service Consumption and Delivery', in Conference Proceedings (abstract only), Perth, presented at Australian and New Zealand Marketing Academy Conference, Perth, 05 December 2022 - 07 December 2022
    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

My Teaching

Courses I have taught/am teaching:

  • ZZBU6513 Social Media and Digital Analytics
  • ZZBU6514 Managing Customer Analytics
  • ZZBU6515 Marketing Analytics Capstone
  • MARK5811 Applied Marketing Research
  • MARK5814 Digital Marketing
  • MARK5816 Services Marketing Management
  • MARK2052 Marketing Research