Dr Ting Yu

Name:	Dr Ting Yu
Position:	Postdoctoral Research Fellow
Organisation:	University of Technology Sydney
Department/Division:	School of Marketing
Primary Areas:	Business and management
	Advertising, marketing & PR
Expertise:	Customer satisfaction, organisational ambidexterity, retail banking, service and sales alignment
Organisation type:	Academic
Website:	www.uts.edu.au
Personal Website:	datasearch.uts.edu.au/business/staff/marketing/details.cfm?StaffId=10016
Notes:	Ting Yu has worked in Australia, Singapore and Switzerland as a lecturer, product research and development manager, market research consultant and research analyst.
Will do interviews except for:	Radio (live),TV (live)
Expert's direct contacts:
Phone:	+61 2 9514 4029
This expert is available for:	Research collaboration, Consulting work, Board/committee positions, Conference presentation opportunities

Media Contact: (Note: For journalists only)
Contact:	Terry Clinton
Phone:	+61 2 9514 1623
After Hours:	0419 293 261
Fax:	+61 2 9514 1616
Postal:	Marketing and Communication Unit University of Technology, Sydney PO Box 123 Broadway NSW 2007 Australia

Publications:	Refereed Journal Articles: • White, C. & Yu, Y.T. (2005). "Satisfaction emotion and consumer behavioral intentions", Journal of Services Marketing, Vol. 19. No. 6, pp. 411-420. (Number of citations: Google Scholar: 33; Scopus: 11) • Yu, Y.T. & Dean, A. (2001).* "The contribution of emotional satisfaction to consumer loyalty", International Journal of Service Industry Management, Vol. 12. No. 3, pp. 234-250. (The journal is now called Journal of Service Management) (Number of citations: Google Scholar: 126; Scopus: 56)# #This article was also selected as one of the most popular/downloaded articles in International Journal of Service Industry Management. Refereed Conference Publications: • Yu, T., Patterson, P. and de Ruyter, K. (2009). "Mastering service and sales simultaneously – key to achieving ambidexterity in retail banking", Australian and New Zealand Marketing Academy Conference. Conference Proceedings, Melbourne. • Yu, T., Patterson, P. and de Ruyter, K. (2009) "Achieving ambidexterity in retail banking: The role of branch context", International Conference on Service Science and Innovation. Conference proceedings, Taipei. • Yu, T. & Patterson, P. (2009). "In search of ambidexterity", European Marketing Academy Conference (EMAC). Conference Proceedings, Audencia Nantes. • Yu, T., Patterson, P. & de Ruyter, K. (2008). "Achieving Service and Sales Goals through Motivational Ambidexterity", Australian and New Zealand Marketing Academy Conference. Conference Proceedings, Sydney. • Yu, T., Patterson, P. & de Ruyter, K. (2007). "Ambidexterity - the simultaneous pursuit of service and sales goals", Australian and New Zealand Marketing Academy Conference. Conference Proceedings, Otago. • Yu, T., White, C. & Xu, C.Y. (2007). "The dynamic role of emotions in customer loyalty", Australian and New Zealand Marketing Academy Conference. Conference Proceedings, Otago. • Patterson, P., Yu, T. & de Ruyter, K. (2006). "Understanding customer engagement in services", Australian and New Zealand Marketing Academy Conference. Conference Proceedings, Brisbane. • Yu, Y.T. (2005). "The relationship between customer satisfaction emotions and consumer loyalty: future research direction", The 10th Asia Pacific Region of Decision Sciences Institute Conference, Conference Proceedings, Taipei. • Yu, Y.T. & Gong, Z. (2005). "Does e-supporting service quality deserve significant investment?", The 10th Asia Pacific Region of Decision Sciences Institute Conference, Conference Proceedings, Taipei. • Yu, Y.T. (2000). "Capture customer satisfaction/dissatisfaction dynamics", Academy of Marketing 2000 Conference. Conference Proceedings, Derby. • Yu, Y.T. & Dean, A. (1999). "Dissatisfaction with customer satisfaction measurement: finding a way forward", Australian and New Zealand Marketing Academy Conference. Conference Proceedings, Sydney. Others – Non-Refereed: • Yu, T., Patterson, P. and de Ruyter, K. (2010). "Achieving ambidexterity: The role of branch context", INFORMS Marketing Science Conference. Cologne. (Forthcoming) • Yu, T. (2009). "In Search of Ambidexterity - the simultaneous pursuit of sales and service", UNSW International Research Workshop, Sydney. • Vemuri, R., White, C. & Yu, T. (2006). Report: Evaluation of the remote workforce development strategy. Prepared for The Office of the Commissioner for Public Employment under the Partnership Agreement between Charles Darwin University and the Northern Territory Government. • Yu, T. (2005). "Are 'satisfied' customers truly satisfied: Implications for service providers and researchers", Research Seminar Series, School of Law and Business, Charles Darwin University, Darwin. • Yu. T. (2005). Report: Assessment of Single-Theme Museum Operations and Viability. Prepared for Northern Territory Tourism Commission and Charles Darwin University. • Yu, Y.T. (2000). "Satisfaction-loyalty relationship in different cultural backgrounds", Australasian Services Research Workshop. Conference Proceedings, Melbourne. • Yu, Y.T. & Dean, A. (2000). "Including emotions in customer satisfaction measurements: A new perspective on loyalty", Working paper series, Department of Management, Monash University, Melbourne.