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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, Wilson, Willis, Michelle, Ranfagni, Silvia, Howell, Kerry and Rovai, Serena (2023) Examining the role of social media influencers in service failure and recovery strategies: an empirical investigation of millennials’ views. Information Technology & People. ISSN 0959-3845
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, Willis, Michelle and Howell, Kerry (2022) Thematic analysis without paradox: sensemaking and context. Qualitative Market Research, 25 (1). pp. 143-157. ISSN 1352-2752
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, Howell, Kerry, Helal, Guida, Ranfagni, Silvia and Lancaster, Geoff (2021) Effects of online brand communities on millennials' brand loyalty in the fashion industry. Psychology & Marketing, 38 (5). pp. 774-793. ISSN 1520-6793
Ozuem, Wilson, Willis, Michelle, Howell, Kerry, Lancaster, Geoff and Ng, Raye (2021) Determinants of online brand communities’ and millennials’ characteristics: a social influence perspective. Psychology & Marketing, 38 (5). pp. 794-818. ISSN 1520-6793
Stokinger, Ellen and Ozuem, Wilson (2018) Social media and customer retention: implications for the luxury beauty industry. In: Marketing and social media. IGI Global, Hershey, Philadelphia, pp. 733-755. ISBN 978-1-5225-5637-4
Stokinger, Ellen and Ozuem, Wilson (2018) The intersection of social media and customer retention in the luxury beauty industry. In: Marketing and social media. IGI Global, Hershey, Pennsylvania, pp. 1234-1257. ISBN 978-1-5225-5637-4
Ozuem, Wilson and Mulloo, Bibi Nafiisah (2016) Basics of mobile marketing strategy. In: Competitive social media marketing strategies. IGI Global, Hershey, Philadelphia, pp. 155-172. ISBN 9781466697775
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.