How did customers respond to online service failures and recovery strategies during the pandemic?

Ozuem, Wilson ORCID logo ORCID: (2022) How did customers respond to online service failures and recovery strategies during the pandemic? In: University of Cumbria London Campus Public Lecture Series: Wilson Ozuem, 30 November 2022, University of Cumbria, London (and online). (Unpublished)

[thumbnail of slides]
PDF (slides) - Presentation
Available under License CC BY-NC

Download (648kB) | Preview


This lecture marks the first of the University of Cumbria London campus' public lecture series. In it, Associate Professor Wilson Ozuem will look at customers' responses to online services failures during the pandemic. Following the lecture, there will be a reception with an opportunity to network and view student artwork from the University's North-West campuses. Wilson Ozuem's general expertise lies in digital marketing and innovation management. His specific research interest is: understanding the impacts of emerging computer-mediated marketing environments (CMMEs) on the fashion industry. His research on these topics seeks to shed light on issues relating to the interplay between computer-mediated marketing environments and consumer-brand engagement. Dr Ozuem is acknowledged as one of the international leaders in the study of digital marketing and multichannel retailing. His research has been published in key journals, including the European Journal of Marketing, Journal of Business Research, Information Technology & People, Psychology & Marketing, International Journal of Market Research, International Journal of Advertising Research, and many other. Dr Ozuem has successfully supervised 31 PhD/DBA candidates to successful completion.

Item Type: Conference or Workshop Item (Lecture)
Departments: Institute of Business, Industry and Leadership > Business
Depositing User: Anna Lupton
Date Deposited: 07 Dec 2022 09:39
Last Modified: 13 Jan 2024 14:16


Downloads per month over past year

Downloads each year

Edit Item