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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
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
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.
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