Items where Author is "Rovai, Serena"

Ozuem, Wilson ORCID: https://orcid.org/0000-0002-0337-1419 , Willis, Michelle ORCID: https://orcid.org/0000-0001-6183-3661 , Ranfagni, Silvia ORCID: https://orcid.org/0000-0002-1546-3070 , Howell, Kerry and Rovai, Serena (2024) Examining the role of social media influencers in service failure and recovery strategies: an empirical investigation of millennials' views. Information Technology & People, 37 (5). pp. 2035-2068.

Ozuem, Wilson ORCID: https://orcid.org/0000-0002-0337-1419 , Willis, Michelle ORCID: https://orcid.org/0000-0001-6183-3661 , Howell, Kerry, Ranfagni, Silvia ORCID: https://orcid.org/0000-0002-1546-3070 and Rovai, Serena (2024) Examining user-generated content, service failure recovery and customer–brand relationships: an exploration through commitment-trust theory. Internet Research, 34 (3). pp. 784-809.

Kallevig, Annette, Ozuem, Wilson ORCID: https://orcid.org/0000-0002-0337-1419 , Willis, Michelle ORCID: https://orcid.org/0000-0001-6183-3661 , 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. 301-320.

Ozuem, Wilson ORCID: https://orcid.org/0000-0002-0337-1419 , Ranfagni, Silvia ORCID: https://orcid.org/0000-0002-1546-3070 , 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 and Marketing, 38 (9). pp. 1440-1459.

Ozuem, Wilson ORCID: https://orcid.org/0000-0002-0337-1419 , Willis, Michelle ORCID: https://orcid.org/0000-0001-6183-3661 , Ranfagni, Silvia, Howell, Kerry and Rovai, Serena (2023) Examining the relationships between user-generated content, dissatisfied customers, and second-hand luxury fashion brands. In: 2023 AMA Winter Academic Conference, 10-12 February 2023, Nashville, TN, US. (Unpublished)

Kallevig, Annette, Ozuem, Wilson ORCID: https://orcid.org/0000-0002-0337-1419 , Willis, Michelle ORCID: https://orcid.org/0000-0001-6183-3661 , Ranfagni, Silvia and Rovai, Serena (2023) Managing for creativity in the age of data-driven marketing communication: an empirical study on the distribution and valuation of creativity in agencies. In: 2023 AMA Winter Academic Conference, 10-12 February 2023, Nashville, TN, US. (Unpublished)

Ozuem, Wilson ORCID: https://orcid.org/0000-0002-0337-1419 , Ranfagni, Silvia, Willis, Michelle, Howell, Kerry and Rovai, Serena (2022) Determinants of customers’ responses to online service failure and recovery strategies during Covid-19 pandemic: the difficulties of transition. In: 2022 AMA Winter Academic Conference, 18-20 February 2022, Las Vegas, NV, US. (Unpublished)

Ozuem, Wilson ORCID: https://orcid.org/0000-0002-0337-1419 , Rafangni, Silvia, Willis, Michelle and Rovai, Serena (2021) Unpacking the concept of influencers: the moderating role of Social Media Influencers in service failure recovery strategies. In: 2021 AMA Summer Academic Conference, August 4-6, 2021, Virtual. (Unpublished)

Ozuem, Wilson ORCID: https://orcid.org/0000-0002-0337-1419 , Ranfagni, Silvia, Willis, Michelle ORCID: https://orcid.org/0000-0001-6183-3661 and Rovai, Serena (2020) User-generated content, service failure and recovery strategies in the fashion industry: the need for a hybrid approach. In: American Marketing Association (AMA) Winter 2021 Conference, 17-19 February 2021, Online. (Unpublished)