Personal profile
Websites
Education/Academic qualification
Organisational Behavior, Doctor of Philosophy (PhD), UNSW, University of New South Wales
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Collaborations and top research areas from the last five years
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A meta-analysis of the relationship between service teamwork mechanisms and customer service outcomes
Yue, Y., Zettna, N., Cheng, S. & Nguyen, H., 1 Dec 2023, In: Journal of Service Management. 34, 5, p. 941-969Research output: Contribution to journal › Article › peer-review
Open AccessFile -
It went downhill from there: The spillover effect from previous customer mistreatment on frontline employees’ service delivery
Yue, Y., Wang, K. L. & Groth, M., Aug 2022, In: Journal of Service Research. 25, 3, p. 478-493 16 p.Research output: Contribution to journal › Article › peer-review
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When heroes and villains are victims: How different withdrawal strategies moderate the depleting effects of customer incivility on frontline employees
Yue, Y., Nguyen, H., Groth, M., Johnson, A. & Frenkel , S., 27 Oct 2020, (E-pub ahead of print) In: Journal of Service Research. N/A, p. 1-20Research output: Contribution to journal › Article › peer-review
Open AccessFile -
Feeling bad and doing good: The effect of customer mistreatment on service employee's daily display of helping behaviors
Yue, Y., Wang, K. L. & Groth, M., 2 Nov 2017, In: Personnel Psychology. 70, 4, p. 769-808Research output: Contribution to journal › Article › peer-review
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The impact of surface acting on coworker-directed voluntary workplace behaviours
Yue, Y., Wang, K. L. & Groth, M., 3 May 2016, In: European Journal of Work and Organizational Psychology. 25, 3, p. 447-458Research output: Contribution to journal › Article › peer-review
Activities
- 3 Participation in conference
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Academy of Management
Basri, E. (Presenter), Murphy, S. E. (Presenter) & Yue, Y. (Presenter)
25 Jul 2025 → 29 Jul 2025Activity: Participating in or organising an event types › Participation in conference
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84th Annual Meeting of the Academy of Management, AOM 2024
Basri, E. (Presenter), Murphy, S. E. (Presenter) & Yue, Y. (Presenter)
9 Aug 2024 → 13 Aug 2024Activity: Participating in or organising an event types › Participation in conference
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Academy of Management Annual Conference
Amarnani , R. (Speaker) & Yue, Y. (Speaker)
Aug 2024Activity: Participating in or organising an event types › Participation in conference
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A Meta-Analysis of Relationship between Service Teamwork Mechanisms and Customer Service Outcomes
Yue, Y. (Principal Investigator), Zettna, N. (Co-investigator), Chen, S. (Co-investigator) & Nguyen, H. (Co-investigator)
Project: Research
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Collective Psychological Contract Breach during Times of Change
Yue, Y. (Principal Investigator)
1/08/19 → 31/07/20
Project: University Awarded Project Funding
Press/Media
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The ABC behind successful teamwork
Cheng, S., Zettna, N., Nguyen, H. & Yue, Y.
21/11/23
1 Media contribution
Press/Media: Project or Organisational News Item