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, including interpersonal emotional regulation, emotional labour, customer mistreatment, customer service and service management, and leadership.
His research in emotional regulation and customer service focuses on behavioural and emotional components of service interactions. Most of his current research in the service context focuses on answering the following overarching questions:
Yu's research in leadership focuses on the influence of leader’s affective display on leadership outcomes, and positive leadership styles (i.e., humble leadership, authentic leadership, ethical leadership, and servant leadership). Specifically, his research in leadership focuses on answering the following overarching questions:
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 complexities of emotions in workplace, such as experience sampling method (ESM), field experiment, lab study, meta-analysis, bibliographic mapping, literature review, etc.
He also serves as a reviewer for academic conferences (i.e., AoM) and ad hoc reviewer for peer-reviewed academic journals, where he reviews quantitative submissions in several research areas, such as emotional regulation, customer mistreatment, customer service, service management, and organizational behaviour in general.
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
Zhan, S., Zhang, L., & Wu, Y. (2022, August). Antecedents and Consequences of Entrepreneurial Careers: Integrate Micro and Macro Perspectives. Symposium presentation at the 82th Academy of Management Meetings, Seattle, WA.
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.