The intersection of social media and customer retention in the luxury beauty industry by Stokinger, Ellen, Ozuem, Wilson

Social media and customer retention: implications for the luxury beauty industry by Stokinger, Ellen, Ozuem, Wilson

Basics of mobile marketing strategy by Ozuem, Wilson, Mulloo, Bibi Nafiisah

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Thematic analysis without paradox: sensemaking and context by Ozuem, Wilson, Willis, Michelle, Howell, Kerry

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Exploring the relationships between social media influencers and service failure recovery process: views from social influence and commitment-trust theories by Ozuem, Wilson, Willis, Michelle, Ranfagni, Silvia, Rovai, Serena

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Exploring customers' responses to online service failure and recovery strategies during Covid‐19 pandemic: an actor–network theory perspective by Ozuem, Wilson, Ranfagni, Silvia, Willis, Michelle, Rovai, Serena, Howell, Kerry

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Determinants of online brand communities’ and millennials’ characteristics: a social influence perspective by Ozuem, Wilson, Willis, Michelle, Howell, Kerry, Lancaster, Geoff, Ng, Raye

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Managing creativity in the age of data-driven marketing communication: a model for agencies to improve their distribution and valuation of creativity by Kallevig, Annette, Ozuem, Wilson, Willis, Michelle, Ranfagni, Silvia, Rovai, Serena

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Examining the role of social media influencers in service failure and recovery strategies: an empirical investigation of millennials’ views by Ozuem, Wilson, Willis, Michelle, Ranfagni, Silvia, Howell, Kerry, Rovai, Serena

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Dynamics of user-generated content and service failure recovery: evidence from millennials by Ozuem, Wilson, Willis, Michelle, Ranfagni, Silvia, Howell, Kerry, Rovai, Serena

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Exploring the relationship between chatbots, service failure recovery and customer loyalty: a frustration–aggression perspective by Ozuem, Wilson, Ranfagni, Silvia, Willis, Michelle, Salvietti, Giada, Howell, Kerry

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Effects of online brand communities on millennials' brand loyalty in the fashion industry by Ozuem, Wilson, Willis, Michelle, Howell, Kerry, Helal, Guida, Ranfagni, Silvia, Lancaster, Geoff

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