• United Kingdom

Accepting PhD Students

20152020
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Research Output 2015 2020

2020
3 Downloads (Pure)

Customers' reactions to different organizational tactics in a service termination context

Nazifi, A., El-Manstrly, D. & Gelbrich, K., 6 Jan 2020, In : European Journal of Marketing. 54, 1, p. 26-48 23 p.

Research output: Contribution to journalArticle

Open Access
File
Tactics
Termination
Anger
Experimental study
Design methodology
2019

Customers' reactions to intentional service failures

Nazifi, A., El-Manstrly, D. & Gelbrich, K., 10 Jun 2019.

Research output: Contribution to conferenceAbstract

Intentionality
Service recovery
Experiment
Service failure
2018
2 Downloads (Pure)

A comprehensive classification of services failures based on intentionality and duration of failures

Nazifi, A. & El-Manstrly, D., 14 Jun 2018. 6 p.

Research output: Contribution to conferencePaper

Open Access
File
Intentionality
Service failure
Airlines
Overbooking
Damage

Proactivity and compensation effectiveness in managing overbooking: an empirical examination

Nazifi, A., Gelbrich, K. & El-Manstrly, D., 6 Sep 2018.

Research output: Contribution to conferenceAbstract

2017

Customers' attitudinal, emotional and behavioural responses to firm-initiated service termination

Nazifi, A. & El-Manstrly, D., 6 Dec 2017, Back to the Future: Using Marketing Basics to Provide Customer Value. AMSAC 2017. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Cham: Springer, p. 567-567 1 p.

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

Open Access
File
Behavioral response
Emotional response
Termination
Anger
Revenge

Time to love you and leave you: the effectiveness of different types of compensation in a service termination context

Nazifi, A. & El-Manstrly, D., 22 Jun 2017.

Research output: Contribution to conferenceAbstract

2016

Drivers of perceived justice in a service termination context

Nazifi, A. & El-Manstrly, D., 24 May 2016.

Research output: Contribution to conferencePoster

2015

An empirical examination of customer disengagement strategies, perceived justice and negative behaviours

Nazifi, A. & El-Manstrly, D., 26 May 2015.

Research output: Contribution to conferenceAbstract