Ozuem, Wilson and Willis, Michelle (2025) Exploring online brand mediated communities and customer experience: insights and evidence from the Luxury fashion industry. Qualitative Market Research: An International Journal. ISSN 1352-2752

Ozuem, Wilson and Willis, Michelle and Ranfagni, Silvia and Omeish, Fandi (2025) Thematic analysis in an artificial intelligence-driven context: a stage-by-stage process. International Journal of Qualitative Methods, 24. ISSN 1609-4069

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

Ozuem, Wilson and Ranfagni, Silvia and Willis, Michelle (2024) Digital transformation for fashion and luxury brands: theory and practice. Palgrave Macmillan, Cham. ISBN 9783031355899