publicações selecionadas
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artigo académico
- Dual perspective on the role of xenophobia in service sabotage. Tourism Management. 2024
- The dark side of virtual agents: Ohhh no!. International Journal of Information Management. 2024
- No time to lie: Examining the Identity of Pro-Vaccination and Anti-Vaccination Supporters Through Their User-Generated Content. Social Science & Medicine. 2024
- A systematic review and bibliometric analysis of the dark side of customer behavior: An integrative customer incivility framework. Journal of Business Research. 2023
- Observing customer stress and engagement: An intercultural perspective. Psychology & Marketing. 2023
- Understanding the role of frontline employee felt obligation in services. Service Industries Journal. 2022
- The role of the service manager's perceived career success in frontline employees' learning processes and service improvement. Journal of Business Research. 2021
- Reshaping the contexts of online customer engagement behavior via artificial intelligence: A conceptual framework. Journal of Business Research. 2021
- Friend or foe? Customer engagement’s value-based effects on fellow customers and the firm. Journal of Business Research. 2020
- Employee adaptive and proactive service recovery: a configurational perspective. European Journal of Marketing. 2020
- Understanding the mechanisms of the relationship between shared values and service delivery performance of frontline employees. International Journal of Human Resource Management. 2020
- Consumer engagement in online brand communities: the moderating role of personal values. European Journal of Marketing. 2019
- Personality and the creativity of frontline service employees: linear and curvilinear effects. International Journal of Human Resource Management. 2018
- Who are you and what do you value? Investigating the role of personality traits and customer-perceived value in online customer engagement. Journal of Marketing Management. 2016
- Challenges in conducting and publishing research on the middle east and Africa in leading journals. International Marketing Review. 2015
- Corporate Image: A Service Recovery Perspective. Journal of Service Research. 2015
- The CURE scale: a multidimensional measure of service recovery strategy. Journal of Services Marketing. 2014
- Drivers of in-group and out-of-group electronic word-of-mouth (eWOM). European Journal of Marketing. 2013
- Knowledge dissemination in the global service marketing community. Managing Service Quality. 2013
- Employees' external representation of their workplace: Key antecedents. Journal of Business Research. 2012
- Key drivers of frontline employee generation of ideas for customer service improvement. Journal of Service Research. 2012
- The STRATADAPT scale: A measure of marketing strategy adaptation to international business markets. International Marketing Review. 2008
- European managers' perspective on export performance determinants. Journal of Euromarketing. 2006
- Main consequences of prior export performance results: An exploratory study of European exporters. Journal of Euromarketing. 2006
- Bringing export performance metrics into annual reports: The APEV scale and the PERFEX scorecard. Journal of International Marketing. 2005
- The RELQUAL scale: A measure of relationship quality in export market ventures. Journal of Business Research. 2005
- The STEP Scale: A Measure of Short-Term Export Performance Improvement. Journal of International Marketing. 2004
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capítulo de livro
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