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.
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.
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