Ozuem, Wilson and Ranfagni, Silvia and Willis, Michelle and Salvietti, Giada and Howell, Kerry (2025) Chatbots, Service Failure Recovery, and Online Customer Experience Through Lenses of Frustration–Aggression Theory and Signaling Theory. Journal of Services Marketing. ISSN 2054-1651

Ozuem, Wilson and Ranfagni, Silvia and Willis, Michelle and Howell, Kerry and Rovai, Serena (2024) The nature and determinants of user-generated content for dissatisfied customers: evidence from second-hand luxury fashion brands. Qualitative Market Research: An International Journal. ISSN 1352-2752

Ozuem, Wilson and Ranfagni, Silvia and Willis, Michelle and Salvietti, Giada and Howell, Kerry (2024) Exploring the relationship between chatbots, service failure recovery and customer loyalty: a frustration–aggression perspective. Psychology and Marketing. ISSN 1520-6793

Naeem, Muhammad and Ranfagni, Silvia and Ozuem, Wilson and Howell, Kerry (2024) Demystification and actualisation of data saturation in qualitative research through thematic analysis. International Journal of Qualitative Methods, 23. ISSN 1609-4069

Naeem, Muhammad and Ozuem, Wilson and Howell, Kerry and Ranfagni, Silvia (2024) The conceptualization of enablers and constraints of in-store buying as part of the affordances flow funnel process through scan and go apps. Psychology and Marketing. ISSN 1520-6793 Item availability restricted.