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Journal Articles

The voice in the machine: designing embodied conversational agents for rapport in complex online service delivery

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Terrence Chong, Ting Yu, Debbie Isobel Keeling, Ko de Ruyter, Tim Hilken
Journal: European Journal of Marketing
European Journal of Marketing (2026) 60 (5): 1142–1175.
https://doi.org/10.1108/EJM-04-2024-0340
Published: 07 April 2026
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Journal Articles

Don’t you (forget about me): The impact of out-of-the-channel-loop perceptions in distribution channels

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Ce (Jacky) Mo, Ting Yu, Ko de Ruyter
Journal: European Journal of Marketing
European Journal of Marketing (2020) 54 (4): 761–790.
https://doi.org/10.1108/EJM-05-2018-0324
Published: 05 March 2020
View article titled, Don’t you (forget about me): The impact of out-of-the-channel-loop perceptions in distribution channels
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Journal Articles

The formation of a cross-selling initiative climate and its interplay with service climate

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Ting Yu, Ko de Ruyter, Paul Patterson, Ching-Fu Chen
Journal: European Journal of Marketing
European Journal of Marketing (2018) 52 (7-8): 1457–1484.
https://doi.org/10.1108/EJM-08-2016-0487
Published: 12 April 2018
View article titled, The formation of a cross-selling initiative climate and its interplay with service climate
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Journal Articles

Converting service encounters into cross-selling opportunities: Does faith in supervisor ability help or hinder service-sales ambidexterity?

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Ting Yu, Paul Patterson, Ko de Ruyter
Journal: European Journal of Marketing
European Journal of Marketing (2015) 49 (3-4): 491–511.
https://doi.org/10.1108/EJM-10-2013-0549
Published: 13 April 2015
View article titled, Converting service encounters into cross-selling opportunities: Does faith in supervisor ability help or hinder service-sales ambidexterity?
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