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Dr. Dahlia El-Manstrly is an Associate Professor (Senior Lecturer) in Marketing and Director of Research for the Marketing and Creative & Cultural Industries (MCCI) group at the University of Sheffield Management School. She previously served as Co-Director of the Center for Service Excellence at the University of Edinburgh. Her expertise spans services marketing, with a focus on service recovery, customer loyalty, and international marketing. Education: BSc (First Class Honours) MSc (Huddersfield University) MRes PhD (Glasgow University) AHEA (Advanced HE Academy) Research Interests: Service Recovery and Complaint Management Customer Loyalty and Satisfaction International Marketing in Services Transformative Services and Well-being Tourism Services and Online Travel Communities Awards and Recognition: Highly Recommended Paper Award (AMA SERVSIG, 2014) Three Teaching Excellence Awards (University of Edinburgh) Grants and Supervision: Supervises PhD students on topics like sustainability in fashion and elderly adoption of self-service technology. Recipient of grants including the British Academy Quantitative Skills Award and ESRC Seminar Series funding. Labs/Teams: Leads the MCCI research group at the University of Sheffield Management School.

• Services Marketing
• Service Recovery and Complaint Management
• Customer Loyalty and Satisfaction
• +5 more

Dr Wasim Ahmad is a Lecturer in Marketing at the Department of Marketing, Lancaster University Management School (LUMS), having joined the institution in January 2024. His prior academic appointments include Monash University, Florida State University, Teesside University, and Fujian University of Technology, where he conducted research, taught undergraduate/postgraduate modules, and led curriculum development. Education: Ph.D. in Marketing, University of International Business and Economics PostDoc, Florida State University Research Interests: Dr Ahmad investigates consumer behaviour with emphasis on negative emotions (brand hate, betrayal) and extreme responses to brands across cultural contexts. His work spans sustainability-oriented innovation in B2B firms, eco-brand strategy, and cross-cultural CSR implementation—particularly during crises like the pandemic. He employs quantitative methodologies including experimental designs and meta-analysis, frequently examining digital marketing phenomena such as virtual influencers, travel apps, and dark patterns in online interfaces. Publication Trends: His 2023-2025 output reveals concentrated research on brand hate consequences in B2B relationships, sustainability innovation linked to triple-bottom-line performance, and cross-cultural digital behaviour (e.g., social media addiction, travel app usage). Key journals include Journal of Business Research , Industrial Marketing Management , and Annals of Tourism Research , demonstrating interdisciplinary reach across marketing, sustainability, and tourism. Scientific Awards: No specific awards, prizes, or fellowships mentioned in source materials Advising and Grants: Dr Ahmad actively supervises PhD candidates in green marketing topics (product sustainability, eco-brand orientation) using quantitative approaches. He teaches core modules including International Marketing (MKTG101), Strategic Marketing (MKTG301), and Marketing Research (MKTG212). No grant funding details were provided in the directory. Labs and Teams: No dedicated research labs or teams specified in current affiliation Collaborative work evident in B2B sustainability studies with international co-authors

• Consumer Behaviour
• Branding
• International Marketing
• +4 more

Professor Paurav Shukla is the Professor of Marketing and Head of the Digital and Data Driven Marketing Department at the Southampton Business School, University of Southampton. His research focuses on luxury consumption, brand management, and cross-cultural consumer behavior, with a particular emphasis on emerging markets. He has held visiting professorships at institutions like Frankfurt School of Finance & Management and Aalto University. His work bridges academia and industry through corporate training, consulting, and advisory roles globally. Paurav is renowned for his contributions to luxury branding research, ranking in the top 2% globally in citations. He actively supervises PhD students in comparative consumer behavior and luxury marketing. Research Interests: Luxury consumption patterns and democratization Brand management strategies in global markets Self-identity and consumer behavior Cross-cultural marketing dynamics Emerging trends in digital economy and autonomous vehicles Awards: Stanford 2% Global Scientist Citation Rankings (2021) Best Track Chair (2021) Best Paper Award in International Marketing Track (2022) Teaching & Outreach: Teaches luxury marketing, brand management, and strategic marketing. Engages in executive training and consulting for organizations in Europe, Asia, and Africa. Current projects include studies on autonomous vehicles (via the UKRI TAS Hub) and health policy. Labs & Collaborations: Part of the India Centre for Inclusive Growth, Centre for Marketing Research, and C-BEAR (Behavioural Experimental Action and Research). Collaborates with industry partners on projects like the ECON study on convenience store regulation impacts.

• Luxury consumption
• Brand management
• Consumer behaviour and self-identity
• +3 more

Dr Tom Reader is a Senior Lecturer in the Department of Psychological and Behavioural Science at the London School of Economics and Political Science (LSE). He directs the MSc in Organisational and Social Psychology and leads the Culture and Risk Research Unit. His work bridges psychological science and real-world organisational challenges in safety, decision-making, and culture. Education: PhD in Psychology, University of Aberdeen MA in Psychology, University of Aberdeen Tom Reader's research focuses on how organisations develop resilient cultures capable of managing risk, learning from feedback, and innovating during crises. His expertise spans organisational culture, decision-making, safety, and human factors, particularly in high-risk domains such as healthcare, finance, energy, and aviation. He investigates how cognitive and social systems within organisations contribute to or prevent errors and catastrophic failures. Increasingly, his work explores the integration of AI and psychological science to assess and improve organisational culture. His recent publications reveal a strong trend toward understanding the psychological and systemic roots of organisational risk. Themes include regulatory failure (cultural capture), defensive responses to criticism, pandemic-related risk management, and the development of tools to measure environmental culture in organisations. These works reflect a deep commitment to generating practical, evidence-based tools that enhance organisational safety and adaptability. Scientific Awards: Leverhulme Research Scholar Tom Reader has secured research funding from research councils, foundations, and corporate partners. He has developed impactful interventions such as the Healthcare Complaints Analysis Tool and provides advisory services to organisations through LSE Consulting. He also mentors students and professionals through the MSc programme and executive education, including the LSE executive course on Leading Organisational Culture. He leads the Culture and Risk Research Unit , a research team focused on advancing understanding of organisational resilience, safety culture, and risk management. The unit develops scalable tools and evidence-based strategies for improving organisational performance in complex, high-stakes environments.

• Organisational Culture
• Decision-Making
• Safety and Risk Management
• +7 more

Dr Doğa Istanbulluoglu is a Lecturer in the Department of Marketing at the Birmingham Business School, University of Birmingham . She holds a PhD in Marketing from the same institution and teaches undergraduate courses such as 'Research Methods'. She also serves as the EDI Representative for the Marketing Department and PGTA Coordinator for both Marketing and Strategy & International Business Departments. Education: Postgraduate Certificate in Academic Practice (Distinction), Centre for Learning and Academic Development, University of Birmingham (2017) PhD in Marketing, University of Birmingham (2014) MSc in Marketing (Merit), University of Birmingham (2008) BSc in Business Management (High Honour), Bilkent University, Turkey (2007) Her research focuses on online consumer behavior , particularly on social media platforms. She investigates negative consumer behaviors such as complaining, negative word-of-mouth, boycotts, and anti-consumption, as well as problematic technology use including smartphone addiction. Her work emphasizes post-purchase behaviors and the psychological and social dynamics behind consumer dissatisfaction and resistance. The recent articles show a strong trend in digital consumer behavior , with recurring themes in anti-consumption , fake online reviews , complaint handling , and technology overuse . Her research combines marketing theory with psychological and sociological insights, often using empirical methods to analyze consumer responses in digital environments. Dr Istanbulluoglu has published in leading journals such as European Journal of Marketing , Computers in Human Behavior , and Information Technology & People . Her work contributes to understanding ethical issues in digital marketing and strategies for effective online customer engagement and service recovery. She supervises postgraduate research and is involved in academic leadership through her PGTA and EDI roles. While no formal grants or doctoral students are listed, her collaborative publications suggest active research partnerships. She does not appear to lead a dedicated lab but contributes to interdisciplinary discussions on consumer ethics and digital behavior.

• Consumer Behaviour
• Online Consumer Behaviour
• Social Media Marketing
• +11 more

Thorsten Gruber is a Professor of Marketing and Service Management at Loughborough University, where he also serves as Director of the Centre for Service Management. Prior to this role, he was a Senior Lecturer at Manchester Business School. He holds a PhD and MBA from the University of Birmingham. His research focuses on service failure and recovery, frontline employee well-being, customer feedback dynamics, and service robotics. He has also held prestigious visiting positions, including the Anne-Marie and Gustaf Ander Foundation Visiting Professorship at Karlstad University (2015–2017). Gruber’s research interests span transformative service research, complaint management across cultures, and the impact of positive customer feedback on employee well-being. He has presented globally at leading conferences and published in journals like Journal of Service Research and Journal of Marketing Management. His work has been recognized with awards such as the Emerald Literati Network Awards and the Journal of Service Management Robert Johnston Award. His academic contributions also extend to pedagogy, including winning nominations for Teacher of the Year and Researcher of the Year. Gruber co-founded the Centre for Service Management in 2013, fostering interdisciplinary research in service excellence. His recent studies explore AI-driven service accountability, health-seeking behaviors in rural settings, and the ethical integration of service robots. Education : PhD and MBA from University of Birmingham Awards : Multiple Emerald Awards, methods@manchester Competition Winner (2009), Academy of Marketing Research Initiative Award (2008) Key Research Themes : Service Recovery, Customer Feedback Analysis, Employee Well-being, Transformative Service Robotics

• Service Management
• Customer Feedback Analysis
• Employee Well-being
• +5 more

Marcel Paulssen is a Full Professor of Marketing at the Geneva School of Economics and Management (GSEM), University of Geneva, where he also serves as Director of the Institute of Management. He earned his Ph.D. from the Technische Universität Berlin and previously held positions as Assistant Professor at Humboldt University and as a visiting Fulbright Professor at the Ross School of Business, University of Michigan. His academic career is complemented by industry experience in strategic marketing at Daimler AG. Dr. Paulssen’s research sits at the intersection of psychology and marketing, with a focus on understanding consumer behavior, brand and customer relationships, product quality perceptions, and the measurement of customer experience. His work spans both B2B and B2C contexts, exploring constructs such as brand attachment, relational norms, and the impact of product defects on consumer loyalty. He employs empirical and quantitative methods, often collaborating with companies for data access. The trends in his recent publications reflect a sustained focus on product quality, customer satisfaction, and behavioral outcomes, particularly in durable goods and service recovery contexts. His research integrates psychological constructs like attachment theory and attribution into marketing frameworks, contributing to both theoretical and managerial insights. Scientific Awards: Runner-up, Science Price of the German Marketing Association for best marketing dissertation in German-speaking countries Best Paper Award, IMP Conference 2007 Credit Suisse Award for Best Teaching Best Teaching Award Executive MBA Shortlisted for Reimagine Education Award (Oscar of Higher Education) Dr. Paulssen is an active mentor and educator, having received multiple teaching excellence awards. He has supervised numerous research projects and collaborated extensively with scholars such as Rick Bagozzi, Giuseppe Catenazzo, and Raphael Roulet. His research has been supported by grants from Credit Suisse, Daimler, Volkswagen, EADS, the German Federal Ministry of Economics and Technology, and the Federal State of Berlin. He has been involved in founding two companies—www.factworks.com (research and analytics) and www.sofatutor.com (education technology)—through his collaboration with the Humboldt University incubator, reflecting his commitment to translating research into practical innovation.

• Marketing
• Consumer Behavior
• Brand Relationships
• +7 more

Dr. Hanaa Osman is an academic at Bournemouth University, serving as Interim Head of PAO and Interim Deputy Head of the Department of People and Organisations. She holds a PhD in Hospitality Marketing from Oxford Brookes University and is a Fellow of the Higher Education Academy (HEA). Her research focuses on consumer behavior, gender in tourism, and hospitality management, with a particular interest in cultural and gender dynamics in travel experiences. She has published in top journals such as Psychology & Marketing and Annals of Tourism Research . Expertise includes: Gender and Tourism, Emotional Intelligence in Hospitality, and Muslim Female Travelers. Contributes to UN SDGs: Gender Equality, Reduced Inequalities, Sustainable Cities, and Responsible Consumption. Her teaching spans undergraduate and postgraduate levels, including units like 'Global Hospitality' and 'Food, Culture and Travel'. She actively supervises PhD students researching topics such as Middle Eastern tourism development and emotional labor in hospitality. Grants include a British Academy-funded project on social cohesion among Muslim migrant families (2023) and a study on Western female tourists in Egypt (2019). She also leads outreach activities, including public lectures and media engagements on topics like workplace religious diversity. Dr. Osman’s academic roles include Research Lead for her department and peer review for journals such as International Journal of Tourism Management .

• Consumer Behaviour
• Gender Studies
• Hospitality Management
• +4 more

Moira Clark serves as Professor of Strategic Marketing at Henley Business School, University of Reading, where she founded and directs The Henley Centre for Customer Management. This research consortium develops joint initiatives between Henley and organizations seeking to advance knowledge of best practices in customer management. Her academic leadership spans over two decades since joining Henley from Cranfield School of Management in 2005. Professor Clark's research focuses on strategic customer management, with specializations in customer experience, customer centricity, customer service excellence, and the relationship between organizational culture and business performance. Her work examines critical linkages between employee behavior, customer retention, and service excellence across diverse industry contexts. She has published extensively in top journals including the Journal of Retailing, Journal of Business Research, and Academy of Marketing Science. Recent publications reveal evolving research trajectories toward digital transformation, metaverse applications, and cross-cultural customer engagement. Her 2025 work explores value co-creation frameworks and avatar social presence in virtual environments, while 2024-2023 research addresses tactile sensation in e-commerce, ethical online ethnography, and stakeholder journey mapping. This progression demonstrates increasing focus on technology-mediated customer relationships and methodological innovation. Professor Clark maintains significant industry engagement as a consultant for international companies, advisory board member, and keynote speaker at global conferences. She has extensive pre-academic experience including marketing directorship at an international health food manufacturer and marketing management at Dunhill International's toiletries subsidiary. She leads the Henley Centre for Customer Management, which conducts research on emerging trends in customer management, service excellence, and organizational climate. The Centre's recent projects include investigations into insight-driven customer relationships, emotion in complaint management, and workforce evolution due to technological advances.

• Customer Experience
• Customer Centricity
• Customer Management
• +4 more

Benedetta Crisafulli is an Associate Professor and Research Lead at Birkbeck Business School, University of London. She holds visiting professorships at Università degli Studi di Padova (Italy), Università Cattolica del Sacro Cuore (Milan, Italy), and Athens University of Economics and Business (Greece), as well as a visiting scholar role at the Ehrenberg-Bass Institute for Marketing Science at the University of South Australia. Prior to academia, she worked in marketing for a global technology firm managing European operations and business partnerships. Education: PhD in Marketing, MSc in Business Research Methods, MA in Marketing, and Laurea (Honours) in Linguistics and Business (earned across Italy, Germany, and the UK). She is a Teaching Fellow of the Higher Education Academy (HEA) and a Fellow of the HEA. Benedetta teaches Strategic Marketing Management (Level 7) and Relationship Marketing (Level 7), with modules including BUMN047H7 and BUMN085H7. Her research focuses on consumer psychology during brand crises, service recovery mechanisms, and influencer marketing dynamics. Methodologically, she employs experimental designs and quantitative analysis. Recent grants include funding from the Wellcome/British Academy for crisis communication studies. Research Centres: Member of Birkbeck’s Responsible Business Centre, Centre for Innovation Management Research, and Research Centre for Environment and Sustainability. Awards: 2022 Tress Prize for Social Sciences, 2022 Best Dissertation Supervisor, 2016 EDAMBA Thesis Award. Consultancy: Public engagement projects with NHS Hospital Trust since 2017, leading the InterCarabao project on influencer marketing. Benedetta actively contributes to marketing discourse via media interviews (e.g., AdWeek, Marketing Dive, Chartered Institute of Marketing) and serves as an ad hoc reviewer for Journal of Service Research , Industrial Marketing Management , and others.

• Marketing
• Consumer Behavior
• Brand Communications in Crises
• +5 more

Dr. Siphiwe Mandina is a Lecturer in Marketing at Leicester Castle Business School, De Montfort University. She specializes in Contemporary Marketing Practice, Digital Marketing, Services Marketing, and Destination Marketing and Competitiveness, with complementary industry experience in sales consultancy and data analysis for Zimbabwean organizations. Her academic background includes extensive research in tourism resilience, technology adoption, and consumer behavior in emerging markets. Education PhD in Marketing Management, University of Pretoria (2024) - Thesis: 'Travellers' digital media use and risk perceptions: Implications for emerging destinations' digital media marketing and competitiveness' Postgraduate Certificate in Empowering Education, De Montfort University (2025) Master of Commerce in Marketing Strategy, Midlands State University (2010) Bachelor of Commerce (Hons) Marketing Management, Midlands State University (2004) Postgraduate Diploma in Tertiary Education, Midlands State University (2014) Research Expertise Her research spans both traditional and emerging marketing domains, focusing on: Services Marketing : Service recovery strategies and customer experience management Digital Transformation : Technology adoption in HR and tourism sectors Destination Competitiveness : Risk perception analysis and branding in African tourism Sustainable Practices : Green marketing strategies for circular economies Publication Focus Her 12+ publications demonstrate consistent focus on marketing adaptations in developing economies, with recent work examining pandemic-era tourism resilience (2022), public sector digitalization (2024), and sustainability metrics (2025). Common themes include consumer behavior analysis, technology integration challenges, and African market contexts. Professional Engagement Associate Member: DMU Research and Innovation Institute Reviewer for Marketing Intelligence and Planning Journal (Emerald Insight) Chartered Institute of Marketing (CIM) member Industry Consultant: Sales (Seedco Vegetables) and Data Collection (Confederation of Zimbabwe Industries) Teaching & Mentoring Supervises undergraduate/postgraduate marketing students and teaches courses including Contemporary Marketing Practice, Digital Marketing Strategy, and Integrated Marketing Communications.

• Services Marketing
• Digital Marketing
• Destination Marketing and Competitiveness
• +4 more

Nurdilek Dalziel is a Senior Lecturer in Marketing at Leicester Castle Business School, De Montfort University, Faculty of Business and Law. She leads the BA (Hons) Business and Marketing programme and has extensive experience in teaching, research, and academic leadership. She is actively involved in curriculum design, student supervision, and innovation in digital and blended learning. Education: PhD, The Open University MSc in Management and Business Research Methods MPhil, University of Exeter (fully funded) BSc PGCHPE (Post-Graduate Certificate in Higher & Professional Education) SFHEA (Senior Fellow of the Higher Education Academy) CMBE (Certified Management Business Educator) Her research focuses on financial services marketing, relationship marketing, service quality, customer satisfaction, and digital marketing, particularly in the banking sector. She explores how social media shapes customer engagement, service recovery, and brand trust. Her work emphasizes financial literacy, entrepreneurial intention, and the impact of digital platforms on consumer behavior. Her recent publications span topics such as mobile payments, social media customer service, financial attitude, and trust in SME banking. The research consistently applies qualitative and netnographic methods to analyze digital interactions, with a strong focus on real-world applications in financial institutions and emerging technologies. Scientific Awards and Honors: Distinction for Post-Graduate Certificate in Higher & Professional Education, Staffordshire University Nominated for 'Lecturer I Would Get Out of Bed For' award (2017) Student of the Year, Turkish Ministry of Education (1993) She has supervised over 100 postgraduate students to successful completion and currently mentors DBA candidates. She has secured competitive research funding, including a €10,000 BBVA EduFin grant and a DMU QR GCRF project on gender gaps in Turkey. She is a member of the Institute for Applied Economics & Social Value and the Centre for Enterprise & Innovation, contributing to institutional research impact. Labs and Research Groups: Institute for Applied Economics & Social Value (IAESV) Centre for Enterprise & Innovation (CEI)

• Marketing
• Financial Services Marketing
• Relationship Marketing
• +12 more

Wilson Ozuem is Professor at the Business School for the Creative Arts, University for the Creative Arts, holding this position since November 2023. His academic role bridges business theory with creative industry applications, contributing to the university's mission in arts-focused business education within the UK higher education landscape. His research centers on digital consumer interactions, with primary interests in social media marketing dynamics, user-generated content ecosystems, and service failure/recovery mechanisms in digital environments. He employs qualitative methodologies including thematic analysis and symbolic interactionism to examine millennial consumer behavior, particularly in fashion and online communities. His work integrates theoretical frameworks like commitment-trust theory and actor-network theory to decode complex brand-customer relationships. Analysis of his 2020-2025 publications reveals consistent focus on digital brand engagement during crises, especially pandemic-induced behaviors like panic buying and misinformation spread. Key trends include influencer-mediated service recovery, negative word-of-mouth dynamics, and brand community loyalty mechanisms. His research demonstrates strong interdisciplinary connections between marketing, psychology, and social media studies, with increasing methodological innovation in AI-driven qualitative analysis.

• Digital Marketing
• Social Media Marketing
• Consumer Behavior
• +3 more

David Hart is an Associate Professor in the Marketing Operations and Systems Department at Northumbria University. He holds a PhD and BA (Hons) in Marketing. His research focuses on consumer behavior, charitable giving, national identity influences, and sports marketing. He has published extensively, including works on fan loyalty, donor decision-making, and cross-cultural complaint behaviors. Education: PhD in Marketing, Awarded June 2009 BA (Hons) in Marketing, Awarded September 2000 Research Interests: Charitable Ethnocentrism and National Identity Effects Consumer Identities and Behavior Sports Fan Engagement and Globalization Educational Pedagogy in Marketing Notable Contributions: His work on donor choice and post-Brexit charitable trends highlights political and identity-driven philanthropy. Collaborations span international scholars in marketing and social sciences. Awards: Best Paper in Track: Nonprofit and Social Marketing (2019) Advising and Grants: Supervised 6 student theses without named advisees listed. Research collaborations include studies on fan segments and charitable landscapes.

• Marketing
• Consumer Behavior
• Charitable Giving
• +3 more

Gail Forey is Professor and Associate Dean (Education) at the University of Bath's Department of Education, Faculty of Humanities and Social Sciences, with additional affiliation to the Centre for Qualitative Research. She holds a PhD in Applied Linguistics and serves as External Examiner for Cardiff University and British University of Dubai. Her research centers on: Disciplinary literacy and corpus-based pedagogy Systemic functional linguistics and discourse analysis Digital workplace communication and AI-human interaction Language education and teacher development Recent publications show strong interdisciplinary focus, combining linguistic analysis with applications in cultural studies (museum reviews), hospitality management (hotel complaints), AI (language model standardization), and foundational educational pedagogy (SFL metalanguage). Awards recognizing excellence: Hong Kong University Teacher of the Year (2015) President’s Award for Teaching (2014) PolyU Knowledge Transfer Award (2017) University Teaching Award (2025) She leads major projects including the ESRC-funded Disciplinary Literacy and BAWESS Corpus (2025-2028) and Whole School Approach to Language-based Pedagogy (2023-2024). Actively supervises doctoral students in language education research.

• Disciplinary Literacy
• Language and Education
• Systemic Functional Linguistics
• +7 more