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Ozuem, Wilson, Willis, Michelle, Ranfagni, Silvia, Howell, Kerry and Rovai, Serena (2024) Examining the role of social media influencers in service failure and recovery strategies: an empirical investigation of millennials’ views. Information Technology & People, 37 (5). pp. 2035-2068. ISSN 0959-3845
Ozuem, Wilson, Willis, Michelle, Ranfagni, Silvia, Howell, Kerry and Rovai, Serena (2023) Dynamics of user-generated content and service failure recovery: evidence from millennials. Qualitative Market Research, 26 (5). pp. 600-631. ISSN 1352-2752
Ozuem, Willis, Willis, Michelle, Howell, Kerry, Ranfagni, Silvia and Rovai, Serena (2023) Examining user-generated content, service failure recovery and customer–brand relationships: an exploration through commitment-trust theory. Internet Research. ISSN 1066-2243
Ozuem, Wilson, Willis, Michelle, Ranfagni, Silvia and Rovai, Serena (2022) Exploring the relationships between social media influencers and service failure recovery process: views from social influence and commitment-trust theories. In: 29th International Conference on Recent Advances in Retailing and Consumer Science, 24–27 July 2023, Lyon, France.
Kallevig, Annette, Ozuem, Wilson, Willis, Michelle, Ranfagni, Silvia and Rovai, Serena (2022) Managing creativity in the age of data-driven marketing communication: a model for agencies to improve their distribution and valuation of creativity. Journal of Advertising Research, 62 (4). pp. 1-20. ISSN 0221-8499, 0021-8499
Ozuem, Wilson, Ranfagni, Silvia, Willis, Michelle, Rovai, Serena and Howell, Kerry (2021) Exploring customers' responses to online service failure and recovery strategies during Covid‐19 pandemic: an actor–network theory perspective. Psychology & Marketing, 38 (9). pp. 1440-1459. ISSN 1520-6793
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