معرفی
Dr. Lucia Silvestro is a Lecturer in Digital Marketing at Aston Business School, Aston University, specializing in the Marketing and Strategy department. She teaches undergraduate and postgraduate modules including 'Understanding Consumer Behaviour for Managers' and 'Marketing Management.' Previously, she held a part-time visiting lecturer position at the University of Birmingham. Her research focuses on service failure recovery, particularly how empathy in managerial apologies and compensation strategies influence customer perceptions and revenge desires in double deviation scenarios.
- Education:
- PhD in Marketing (2023), Birmingham Business School
- MA in Social Research (2019), Birmingham Business School
- BSc in Management (2017), Warwick Business School
Her work explores the psychological mechanisms behind customer responses to service recovery failures, emphasizing communication tactics to mitigate negative outcomes. Her 2023 publication investigates the interplay of empathy and financial compensation in resolving post-service dissatisfaction. Lucia’s research is supported by an Economic and Social Research Council Scholarship during her PhD.
While no advising roles or grants are explicitly detailed, her scholarship highlights ongoing engagement with funded academic inquiry. No lab affiliations or team collaborations are mentioned in the provided text.
