Area of Expertise
Prize And Awards
Trends in Customer Experience in the
Retail and Services Industries
My research interests relate to the linkages between corporate culture, performance measurement, service delivery personnel, digital marketing and customer experience. In particular the critical role that both actual and virtual service delivery has in the development of corporate reputation, service branding, customer experience management and the levels of customer satisfaction and the differentiation of a service organisation.
I am also involved in research relating to the role and application of marketing research which has resulted in my textbook Marketing Research: Delivering Customer Insight, 4th Edition. In addition, I am co-author of: Services Marketing: Integrating Customer Focus Across the Firm (4th European Edition), written with Valarie Zeithaml, Mary Jo Bitner and Dwayne Gremler.
I have been a member of a number of Editorial Boards and Editorial Advisory Boards of business and marketing academic journals. I was also the Academic Programme Director for the European Marketing Academy Conference in 2003 and Services Track Chair in 2018.
Doctoral Students Supervised and Graduated
- Alame, F. Exploring Leaders' Strategies for Managing Negative Emotions of Sales People
- Barhorst, J. Reputation Interupted: Microblog eWOM Brand Image Disruptions in a Shareworthy World
- Brodbeck, H. A New Model of Living the Brand: The Emergence and Impact of Brand Value Aligned Behaviour in Social Banks
- Caemmerer, B. The Management of Customer Feedback in the Development of Service Orientation in the Public Sector
- Dammann, S. Willingness to Pay for Customised Solutions in a B2B Environment
- Frimpong, K. Relative Contribution of Satisfaction Dimensions to Employee Service Orientation
- Goddard, T. An Investigation of Antecedents to Social Media Engagement Behaviours
- Gotsi, D. Corporate Brand Reputation Management: An Intraorganisational Study on the Role of Service Employees and On-brand Corporate Culture
- Grougiou, V. The Grey Market and the Service Encounter: An Investigation of Satisfiers, Dissatisfiers and Complaining Behaviour
- Katsaridou, I. Customers' Behavioural Contribution to the Service Encounter
- McLean, G. Examining the Online Customer Experience during a Utilitarian Search for Online Business Advisory Information and Services
- Mawson, S. High Growth Firms in Scotland: Customer Perceived Value Creation and Rapid Firm Growth
- Morrison, R. Drawing the Line: Understanding Privacy Concern, Privacy Literacy and Trust Influences on Online Social Network Privacy Boundaries
- Nayer, D. Transformative Impact of Platform-based Sharing Services in the Base of the Pyramid Segment
- Ney, J. Evaluating the Credibility of Online Customer Reviews During a Simulation of an Active Purchase Decision
- Osei-Frimpong K. An Examination of Value Co-creation at the Micro Level in a Healthcare Setting: a Dyadic Approach
- Punjaisri, K. Brand Promise Delivery from the Customer Interface Employees' Perspective
- Sagmanli, S. An Investigation of Consumer Engagement with Internet of Things in the Context of Smart Meter In-home Displays
- Stanovic, T. The Influence of Social eWoM Information on Attitude Formation for Aesthetic Products: The Case of Fine Art
ubiquitous service delivery channel enabling retailers to offer consumers
a variety of products and services on the go. The rapid advancement of mobile technology and the subsequent service innovation deriving from it is causing consumer behaviour to evolve in terms of how consumers interact and utilise service delivery channels that are accessible to consumers anytime, anywhere. The number of smartphone users is expected to continuously grow with 5.5 billion people expected to be using smartphone devices by 2022, while at the same time, consumers' willingness to use mobile commerce (m-commerce) is witnessing rapid growth beyond expectations.This project aims to examine the customer experience in relation to retailers' m-commerce mobile applications. The research aims to understand the variables capable of influencing the customer experience during use of retailers' m-commerce mobile applications, resulting in the development of a Mobile Application Customer Experience Model (MACE).