Research Output per year
I joined the Department of Marketing as a lecturer in October 2017. 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. During my time at University of Edinburgh, I was also a teaching assistant and a guest lecturer and I taught a number of courses such as Marketing II, Services Marketing, and Business Research Methods at undergraduate and post graduate levels. I have also worked in the Financial Services, Non-profit and Tourism sectors in Iran, Thailand, France and the UK.
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 very 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 undergraduate level. I also have experience of teaching CRM, consumer behaviour and research methods at both undergraduate and post graduate levels.
Doctor of Philosophy, UNIVERSITY OF EDINBURGH
13 Sep 2013 → 27 Nov 2017
Research output: Contribution to conference › Abstract
A comprehensive classification of services failures based on intentionality and duration of failuresNazifi, A. & El-Manstrly, D., 14 Jun 2018. 6 p.
Research output: Contribution to conference › Paper