Projects per year
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 the Journal of Service Research, 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 the Undergraduate level and Consumer Behaviour at the 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.
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.
Expertise & Capabilities
- Service failure and recovery
- Service termination
- Customer relationship management (CRM)
- Customer satisfaction and loyalty
- Financial technology (Fintech)
- Transformative service research
- Quantitative research methods
- Experimental research
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.
Doctor of Philosophy, UNIVERSITY OF EDINBURGH
13 Sep 2013 → 27 Nov 2017
Research Output per year
Proactive handling of flight overbooking: how to reduce negative eWOM and the costs of bumping customersNazifi, A., Gelbrich, K., Grégoire, Y., Koch, S., El-Manstrly, D. & Wirtz, J., 14 May 2020, (Accepted/In press) In : Journal of Service Research.
Research output: Contribution to journal › Article