Yu Wu (John) is a Ph.D. candidate in Organisational Behaviour in the School of Management and Governance at the UNSW Business School, UNSW Sydney.
His primary research focuses on the role of emotions in the workplace, specifically, the behavioral and emotional components of service interactions, where Yu seeks to understand frontline employees' and customers' experiences during service delivery. Some of his recent studies investigate questions like 1) How frontline employees' emotions shape their service behaviors towards customers (i.e., employee's emotional labor, employee's organizational citizenship behaviors, employee's counterproductive behaviors, etc.). 2) How customers respond to frontline employees' service behaviors (i.e., customer satisfaction, customer word of mouth, customer mistreatment, etc.). 3) How contextual and individual factors influence service interactions between frontline employees and customers (i.e., service climate, service type, service environment, employee's and customer's personality, etc.)
Yu is currently teaching Negotiation Skills, and Innovation and Entrepreneurship. Yu is interested in teaching courses in many different areas, such as Organisational Behaviour, Management and Leadership, Human Resource Management, as well as Innovation and Entrepreneurship.
Yu's research uses various research methods to unravel customer service complexities, such as experience sampling method (ESM), field experiment, lab study, meta-analysis, bibliographic mapping, literature review, etc.
Groth, M., Wu, Y., Nguyen, H., & Johnson, A. (2019). The moment of truth: A review, synthesis, and research agenda for the customer service experience. Annual Review of Organizational Psychology and Organizational Behavior, 6, 89-113.
Subramony, M., Groth, M., Hu, X. J., & Wu, Y. (2021). Four decades of frontline service employee research: An integrative bibliometric review. Journal of Service Research, 24(2), 230-248.
CONFERENCE PAPER AND PRESENTATION
Subramony, M., Groth, M., Hu, J., & Wu, Y. (2021, August). Frontline service employees in a changing world: Interdisciplinary perspective and research directions. Symposium presentation at the 81th Academy of Management Meetings, 7-11, Virtual Meeting.
Subramony, M., Groth, M., Wu, Y., & Hu, J. (2020, February). Frontline service employees across research streams: An integrative bibliometric review. Symposium presentation at the 6th annual Symposium of Organizational Frontline Research. San Diego, CA.
Johnson, A., Groth, M., Wu, Y., & Nguyen, H. (2019, August). Interpersonal interactions on the frontline: Review and recommendations. Symposium presentation at the Academy of Management Meetings, Boston, MA.
Wu Y, Groth M & Mertens DP (2018, August). Customers’ expectations for emotional labour: The effects of service provider type and store busyness. Paper Presented at EMONET XI, Chicago, IL.