• United Kingdom

Accepting PhD Students

1989 …2020

Research output per year

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Research Output

2020

A cross‐national investigation of trait antecedents of mobile‐banking adoption

Frimpong, K., Shuridah, O., Wilson, A. & Sarpong, F., 31 Aug 2020, In : Thunderbird International Business Review. 62, 4, p. 411-424 14 p.

Research output: Contribution to journalArticle

1 Citation (Scopus)

Customer coproduction in healthcare service delivery: examining the influencing effects of the social context

Osei-Frimpong, K., McLean, G., Wilson, A. & Lemke, F., 5 Aug 2020, In : Journal of Business Research. 120, p. 82-93 12 p.

Research output: Contribution to journalArticle

Gamification and its role in service recovery

Nazifi, A., Roschk, H. & Wilson, A., 16 Jan 2020, (Accepted/In press). 1 p.

Research output: Contribution to conferenceAbstract

Open Access
File
34 Downloads (Pure)

How live chat assistants drive travel consumers' attitudes, trust and purchase intentions: the role of human touch

McLean, G., Osei-Frimpong, K., Wilson, A. & Pitardi, V., 16 Apr 2020, In : International Journal of Contemporary Hospitality Management . 32, 5, p. 1795-1812 18 p.

Research output: Contribution to journalArticle

Open Access
File
2 Citations (Scopus)
3 Downloads (Pure)
Open Access
File
12 Downloads (Pure)

Negative Tweets and their impact on likelihood to recommend

Barhorst, J. B., Wilson, A. & Brooks, J., 30 Sep 2020, In : Journal of Business Research. 117, p. 727-739 13 p.

Research output: Contribution to journalArticle

Service encounter microblog word of mouth and its impact on firm reputation

Barhorst, J. B., Wilson, A., McLean, G. J. & Brooks, J., 29 May 2020, In : Journal of Services Marketing. 34, 5, p. 717-733 17 p.

Research output: Contribution to journalArticle

Open Access
File
2 Downloads (Pure)
2019
Open Access
File
14 Downloads (Pure)

Customer engagement with augmented reality mobile apps

McLean, G. & Wilson, A., 30 May 2019. 1 p.

Research output: Contribution to conferenceAbstract

Open Access
File
32 Downloads (Pure)

Everyday micro-influencers and their impact on corporate brand reputation

Barhorst, J. B., McLean, G., Brooks, J. & Wilson, A., 5 Jun 2019. 2 p.

Research output: Contribution to conferenceAbstract

Open Access
File
34 Downloads (Pure)

Investigating the role of customers' perceptions of employee effort and justice in service recovery: a cross-cultural perspective

Yani-de-Soriano, M., Hanel, P., Vazquez Carrasco, R., Cambra-Fierro, J., Wilson, A. & Centeno, E., 8 Apr 2019, In : European Journal of Marketing. 53, 4, p. 708-732 24 p.

Research output: Contribution to journalArticle

Open Access
File
5 Citations (Scopus)
7 Downloads (Pure)

Online public services usage and the elderly: assessing determinants of technology readiness in Japan and the UK

Shirahada, K., Ho, B. Q. & Wilson, A., 1 Aug 2019, In : Technology in Society. 58, 101115.

Research output: Contribution to journalArticle

3 Citations (Scopus)
Open Access
File
11 Citations (Scopus)
3 Downloads (Pure)
2018

Corporate reputation: the importance of service quality and relationship investment

Radomir, L. & Wilson, A., 20 Mar 2018, Partial Least Squares Structural Equation Modelling: Recent Advances in Banking and Finance. Avkiran, N. K. & Ringle, C. M. (eds.). New York: Springer, p. 77-123 47 p.

Research output: Chapter in Book/Report/Conference proceedingChapter

3 Citations (Scopus)
Open Access
File
39 Citations (Scopus)
1 Downloads (Pure)

Employer branding and multiple identities in the hotel industry

Wilson, A. & Ellison, R., 6 Jun 2018. 2 p.

Research output: Contribution to conferencePaper

Open Access
File
14 Downloads (Pure)

Examining the service engagement process in value co-creation in healthcare service delivery: a multi-level perspective

Osei-Frimpong, K., Wilson, A., Lemke, F. & McLean, G., 29 May 2018. 10 p.

Research output: Contribution to conferencePaper

Open Access
File
19 Downloads (Pure)
Open Access
File
30 Downloads (Pure)

In search of the roots of corporate reputation management: be a consistent corporate social performer

Pérez‐Cornejo, C., Wilson, A. & De Quevedo, E., 27 Jun 2018. 1 p.

Research output: Contribution to conferencePaper

Open Access
File
18 Downloads (Pure)

Marketing Research: Delivering Customer Insight

Wilson, A., 19 Nov 2018, 4th ed ed. London. 385 p.

Research output: Book/ReportBook

Open Access
File
38 Citations (Scopus)
223 Downloads (Pure)

Relative importance of mobile banking predictors: a cross-national study

Frimpong, K., Al-Shuridah, O., Wilson, A. & Asafo-Adjei Sarpong, F., 8 Sep 2018. 1 p.

Research output: Contribution to conferencePaper

Open Access
File
9 Downloads (Pure)
Open Access
File
13 Downloads (Pure)

The role of post-retirement service jobs in the well-being of Japanese and UK elderly citizens

Shirahada, K. & Wilson, A., 7 Sep 2018. 1 p.

Research output: Contribution to conferenceAbstract

Open Access
File
13 Downloads (Pure)
2017

A framework for measuring & improving CX: white paper

MacGillavry, K., Wilson, A. & Davey, N., 20 Apr 2017, mycustomer.com, 37 p.

Research output: Working paperCase study

Open Access
File
260 Downloads (Pure)

Customers' role in delivering enhanced service outcomes

Katsaridou, I. & Wilson, A., 23 Jun 2017.

Research output: Contribution to conferencePaper

Open Access
File
36 Downloads (Pure)

Effect of inherent innovativeness and consumer readiness on attitudes to mobile banking

Frimpong, K., Al-Shuridah, O., Wilson, A. & Asafo-Adjei Sarpong, F., 31 Dec 2017, In : Journal of Financial Services Marketing . 22, 4, p. 187–201 15 p.

Research output: Contribution to journalArticle

Open Access
File
7 Citations (Scopus)
8 Downloads (Pure)

From Classroom to Boardroom: Inspirational Studies from Hospitality's Emerging Leaders

Wilson, A. (ed.) & Bush, L. (ed.), 9 Jan 2017, London. 160 p.

Research output: Book/ReportBook

Fuelling positive service encounters: the customer's contribution

Katsaridou, I. & Wilson, A., 13 Jun 2017. 10 p.

Research output: Contribution to conferencePaper

Open Access
File
70 Downloads (Pure)

Retweeting brand experiences: factors motivating receivers to proliferate brand image disruptions

B. Barhorst, J. & Wilson, A., 22 Mar 2017, Choosing the Right Tools for the Job: Educators Providing Good Options. Lendgren, L. & Geringer, S. (eds.). Macomb, IL, p. 5-13 9 p. (MMA Spring Conference Proceedings).

Research output: Chapter in Book/Report/Conference proceedingConference contribution book

Open Access
File
84 Downloads (Pure)
2016

An examination of the influence of ICT on patient co-creation in healthcare service delivery at the micro level

Osei-Frimpong, K., Wilson, A. & Lemke, F., 29 Feb 2016, p. K45 -K46. 2 p.

Research output: Contribution to conferencePaper

Open Access
File
58 Downloads (Pure)

Book review: How brands grow: part two, by Jenni Romaniuk and Byron Sharp

Wilson, A., 30 Nov 2016, In : International Journal of Market Research . 58, 6, p. 881-882 2 p.

Research output: Contribution to journalBook/Film/Article review

Open Access
File
11 Downloads (Pure)

Evolving the online customer experience ... is there a role for online customer support?

McLean, G. & Wilson, A., 1 Jul 2016, In : Computers in Human Behaviour. 60, p. 602-610 9 p.

Research output: Contribution to journalArticle

Open Access
File
41 Citations (Scopus)
1172 Downloads (Pure)

"I know what I like": Parallel tastes in fine art consumption

Stankovic, T., Tonner, A. & Wilson, A., 27 Oct 2016, In : Advances in Consumer Research. 44, p. 343-347 5 p.

Research output: Contribution to journalArticle

Open Access
File
10 Downloads (Pure)

"I know what I like": parallel tastes in fine art consumption

Stankovic, T., Tonner, A. & Wilson, A., 27 Oct 2016, p. 1-12. 12 p.

Research output: Contribution to conferencePaper

Open Access
File
91 Downloads (Pure)

Online public services access and the elderly: assessing determinants of behaviour in the UK and Japan

Bach, H. Q., Shirahada, K. & Wilson, A., 19 Jun 2016, p. 1-9. 9 p.

Research output: Contribution to conferencePaper

Open Access
File
53 Downloads (Pure)

Services Marketing: Integrating Customer Focus Across the Firm

Wilson, A., Zeithaml, V., Bitner, M. J. & Gremler, D., 1 Mar 2016, 3rd European ed. UK. 580 p.

Research output: Book/ReportBook

The customer experience…Is there an app for that? A conceptual understanding of the customer experience with m-commerce mobile applications

McLean, G., Wilson, A. & Al Nabhani, K. T. S., 31 Oct 2016, 26th RESER Conference 2016. [Toulouse]

Research output: Chapter in Book/Report/Conference proceedingConference contribution book

Open Access
File
257 Downloads (Pure)

The customer journey for the purchase of visual art and the impact of eWOM information

Stankovic, T., Wilson, A. & Tonner, A., 4 Jul 2016, p. 1-5. 5 p.

Research output: Contribution to conferencePaper

Open Access
File
149 Downloads (Pure)

The democratisation of expertise

Stankovic, T., Wilson, A. & Tonner, A., 6 Apr 2016. 1 p.

Research output: Contribution to conferenceAbstract

Open Access
File
29 Downloads (Pure)

The role of internal branding in the delivery of employee brand promise

Punjaisri, K. & Wilson, A., 25 Nov 2016, Advances in Corporate Branding. Balmer, J. M. T., Powell, S. M., Kernstock, J. & Brexendorf, T. (eds.). London, p. 91-108 18 p.

Research output: Chapter in Book/Report/Conference proceedingChapter

2015

An investigation into the online customer experience

McLean, G. & Wilson, A., 18 Jun 2015. 6 p.

Research output: Contribution to conferencePaper

Open Access
File
281 Downloads (Pure)

An investigation on the online customer experience – the role of social interaction

McLean, G. & Wilson, A., 18 Jun 2015. 7 p.

Research output: Contribution to conferencePaper

Open Access
File
44 Downloads (Pure)

Bank service and relationship quality as drivers of consumers' attitudinal loyalty

Radomir, L., Plǎiaș, I. & Wilson, A., 1 Jun 2015, In : Romanian Journal of Marketing. 2015, 2, p. 80-92 12 p.

Research output: Contribution to journalArticle

Customers' behavioural contribution to the service encounter

Katsaridou, I. & Wilson, A., Jun 2015, p. 1-2. 2 p.

Research output: Contribution to conferencePaper

Open Access
File
53 Downloads (Pure)

Evolving the online customer experience - Is there a role for online customer support?

McLean, G. & Wilson, A., 10 Sep 2015, 25th Annual RESER Conference "Innovative Services in the 21st Century" Proceedings. Roskilde , 21 p.

Research output: Chapter in Book/Report/Conference proceedingConference contribution book

Open Access
File
208 Downloads (Pure)
Open Access
File
270 Downloads (Pure)

Online Panel Research: A Data Quality Perspective

Wilson, A., 2015, In : International Journal of Market Research. 57, 1, p. 165-166 2 p.

Research output: Contribution to journalBook/Film/Article review

Service experiences and dyadic value cocreation in healthcare service delivery: a CIT approach

Osei-Frimpong, K., Wilson, A. & Owusu-Frimpong, N., 26 Jun 2015, In : Journal of Service Theory and Practice. 25, 4, p. 443-462 20 p.

Research output: Contribution to journalArticle

Open Access
File
35 Citations (Scopus)
53 Downloads (Pure)

Social media marketing in the hospitality industry: is it worth the effort?

Healy, T. G. & Wilson, A., Jun 2015, p. 1-10. 10 p.

Research output: Contribution to conferencePaper

Open Access
File
409 Downloads (Pure)