Dr Amin Nazifi



Personal statement

I joined the Department of Marketing as a lecturer in October 2017. My research interests are focused on services marketing (service failure and recovery and service termination) and also the impact of new technologies such as Blockchain on customer loyalty and well-being. My research has been published in Journal of Business Research, European Journal of Marketing and has also been presented at international marketing and service conferences. I teach Services Marketing and Marketing Research at Undergraduate level and Consumer Behaviour at Postgraduate level. Prior to joining Strathclyde Business School, I was a doctoral researcher at the University of Edinburgh Business School and my research focused on unilateral termination of customer relationships. I have also worked for a number of years in the Financial Services, Non-profit and Tourism sectors in different countries across Asia and Europe prior to pursuing a career in Academia.


Stepping out of the shadows : supporting actors' strategies for managing end-user experiences in service ecosystems
Story Vicky, Zolkiewski Judy, Verleye Katrien, Nazifi Amin, Hannibal Claire, Grimes Tony, Abboud Liliane
Journal of Business Research Vol 116, pp. 401-411 (2020)
Proactive handling of flight overbooking : how to reduce negative eWOM and the costs of bumping customers
Nazifi Amin, Gelbrich Katja, Grégoire Yany, Koch Sebastian, El-Manstrly Dahlia, Wirtz Jochen
Journal of Service Research (2020)
UNESCO's world heritage sites : the interplay between international and local branding for the Gonbad-e Qābus brick tower, Iran
Shabani Bardia, Tucker Hazel, Nazifi Amin
Cultural and Heritage Tourism in the Middle East and North Africa (2020) (2020)
Gamification and its role in service recovery
Nazifi Amin, Roschk Holger, Wilson Alan
Frontiers in Service 2020 (2020)
Customers' reactions to different organizational tactics in a service termination context
Nazifi Amin, El-Manstrly Dahlia, Gelbrich Katja
European Journal of Marketing Vol 54, pp. 26-48 (2019)
Customers' reactions to intentional service failures
Nazifi Amin, El-Manstrly Dahlia, Gelbrich Katja
16th International Research Symposium on Advancing Service Research and Practice (2019) (2019)

More publications


I teach classes on services marketing and marketing research at the undergraduate level. I also have experience in teaching CRM, consumer behaviour, and research methods at both undergraduate and postgraduate levels.

Research interests

My research interests relate to services marketing and CRM. My primary focus is on service failure and recovery, service termination, customer satisfaction, loyalty and complaint behaviour in banking, airline and hotel industries.

I am also interested in transformative service research (particularly psychological and financial well-being) and also the impact of technology in services marketing. Particularly, I am keen to supervise PhD students on the following topics:

The impact of Fintech in consumer financial well-being

The impact of cryptocurrencies on service recovery and financial well-being

The role of gamification in customer engagement and service recovery.


An Empirical Examination of the Effectiveness of Gamification in a Service Recovery Context
Nazifi, Amin (Principal Investigator) Wilson, Alan (Co-investigator)
10-Jan-2020 - 04-Jan-2020

More projects