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Yumeng Yue is a Senior Lecturer at the University of Edinburgh Business School, specializing in Human Resource Management. She holds a PhD in Organizational Behavior from UNSW Australia, an MSc in Human Resource Management from Renmin University in China, and a BSc in Human Resource Management from Nankai University in China. Her research primarily investigates the thoughts, feelings, and behaviors of frontline service employees, focusing on the impact of well-being and service quality, and the dynamics of interactions between employees, customers, and co-workers. Dr. Yue explores how these interactions can lead to variations in emotional states and cognitive resource levels for frontline employees. She is also interested in job design practices that enhance autonomy and meaning in frontline service roles. Her recent publications include studies on the effects of customer mistreatment on service delivery and the strategies frontline employees use to cope with incivility in customer interactions.
Department of Marketing