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All Outputs (15)

“Building back better”: the impact of the COVID-19 pandemic on the resilience of the hospitality and tourism industries (2022)
Journal Article
Colmekcioglu, N., Dineva, D., & Lu, X. (2022). “Building back better”: the impact of the COVID-19 pandemic on the resilience of the hospitality and tourism industries. International Journal of Contemporary Hospitality Management, 34(11), 4103-4122. https://doi.org/10.1108/ijchm-12-2021-1509

Purpose The purpose of this paper is to provide a critical synthesis of research conducted within the hospitality and tourism industries in response to the impact of the COVID-19 pandemic, identify key perspectives and themes relating to the recover... Read More about “Building back better”: the impact of the COVID-19 pandemic on the resilience of the hospitality and tourism industries.

Why Do we Like Commenting and Sharing in Social Media? An Online Approach of Luxury Brand Communication (2020)
Conference Proceeding
Lu, X., & Rahman, M. (2020). Why Do we Like Commenting and Sharing in Social Media? An Online Approach of Luxury Brand Communication. In 2018 Global Marketing Conference at Tokyo Proceedings (282-286). https://doi.org/10.15444/GMC2018.03.03.01

Using the framework of social support, we aim to examine factors influencing social Word-of-Mouth (WOM) adoption. The proposed research model will be tested among customers who are active in the existing active social media platforms and have had exp... Read More about Why Do we Like Commenting and Sharing in Social Media? An Online Approach of Luxury Brand Communication.

Social media conflicts during the financial crisis: Managerial implications for retail banks (2019)
Journal Article
Dineva, D., Lu, X., & Breitsohl, J. (2019). Social media conflicts during the financial crisis: Managerial implications for retail banks. Strategic Change, 28(5), 381-386. https://doi.org/10.1002/jsc.2292

Social media can be used proactively to disseminate accurate corporate information and address undesirable consumer behaviors online in order to help counteract negativity in the business environment in the wake of a financial crisis. Social media th... Read More about Social media conflicts during the financial crisis: Managerial implications for retail banks.

Harnessing the Influence of Social Media in Online Luxury Brand Communication (2019)
Conference Proceeding
Lu, X., Filieri, R., & Rahman, M. (2019). Harnessing the Influence of Social Media in Online Luxury Brand Communication. In 2019 Global Fashion Management Conference at Paris Proceedings. , (105-128). https://doi.org/10.15444/GFMC2019.01.07.02

This research has adopted Word-of-Mouth (WOM) and social support theory along with a social media (SM) perspective to investigate why consumers enjoy using SM and interacting with luxury brand. Focusing on fundamental human needs, this study aims to... Read More about Harnessing the Influence of Social Media in Online Luxury Brand Communication.

The impact of corporate social responsibility on customer loyalty: A case for two global corporations in China (2017)
Journal Article
Lu, X., Liu, H. W., & Rahman, M. (2017). The impact of corporate social responsibility on customer loyalty: A case for two global corporations in China. Strategic Change, 26(3), 251-260. https://doi.org/10.1002/jsc.2126

Corporate social responsibility (CSR) initiatives have differential impact on developing customer loyalty in the context of two leading international sportswear companies operating in China. Academic interest in CSR in China has grown over the years.... Read More about The impact of corporate social responsibility on customer loyalty: A case for two global corporations in China.

How customers ‘learn’ to work for retailers (2015)
Journal Article
Cassidy (aka Harris), K., Harris, K., Baron, S., & Lu, X. (2015). How customers ‘learn’ to work for retailers. Journal of Marketing Management, 31(17-18), 1747-1772. https://doi.org/10.1080/0267257x.2015.1020329

The purpose of this paper is to investigate how learning style affects the performance of the ‘working’ customer in one self-service context – retail Self Check-Out Tills (SCOT). For the purposes of this paper, we have adopted the UK term Self Check-... Read More about How customers ‘learn’ to work for retailers.

Building Loyalty in E-Tailing: The Role of Perceived Relationship Investment and Relationship Quality (2012)
Conference Proceeding
Rafiq, M., Fulford, H., & Lu, X. (2012). Building Loyalty in E-Tailing: The Role of Perceived Relationship Investment and Relationship Quality

This paper examines the role of perceived relationship investment and relationship quality (RQ) in the formation of customer loyalty in internet retailing. RQ is treated as a disaggregated multi-dimensional, rather than a global, construct consisting... Read More about Building Loyalty in E-Tailing: The Role of Perceived Relationship Investment and Relationship Quality.

Building customer loyalty in online retailing: The role of relationship quality (2012)
Journal Article
Rafiq, M., Fulford, H., & Lu, X. (2013). Building customer loyalty in online retailing: The role of relationship quality. Journal of Marketing Management, 29(3-4), 494-517. https://doi.org/10.1080/0267257x.2012.737356

This paper examines the challenge of building customer loyalty in the e-tailing environment. It examines the role of relationship quality (RQ) in the formation of customer loyalty in Internet retailing. In a departure from existing research, RQ is tr... Read More about Building customer loyalty in online retailing: The role of relationship quality.

Measuring Internet retail service quality using E-S-QUAL (2011)
Journal Article
Rafiq, M., Lu, X., & Fulford, H. (2012). Measuring Internet retail service quality using E-S-QUAL. Journal of Marketing Management, 28(9-10), 1159-1173. https://doi.org/10.1080/0267257x.2011.621441

Despite its acknowledged importance, there are few rigorous empirical studies examining Internet retail service quality. An exception is the development of the E-S-QUAL scale by Parasuraman, Zeithaml, and Malhotra (2005 Parasuraman, A., Zeithaml, V.A... Read More about Measuring Internet retail service quality using E-S-QUAL.

Measuring Internet Retail Service Quality Using E-S-QUAL (2008)
Conference Proceeding
Rafiq, M., Fulford, H., Lu, X., & Ellis-Chadwick, H. (2008). Measuring Internet Retail Service Quality Using E-S-QUAL. In Marketing Landscapes: A Pause for Thought: 37th EMAC Conference: Brighton 2008: 27-30 May 2008: University of Brighton, Brighton Business School, UK: Conference Proceedings

Abstract not available.

An Assessment of the Validity and Dimensionality of E-S-QUAL as a Measure of Internet Retail Service Quality (2008)
Conference Proceeding
Rafiq, M., Fulford, H., Lu, X., & Ellis-Chadwick, F. (2008). An Assessment of the Validity and Dimensionality of E-S-QUAL as a Measure of Internet Retail Service Quality

Despite its acknowledged importance, there are few rigorous empirical studies examining internet retail service quality. An exception is the development of the E-S-QUAL scale by PZM (2005). Whilst E-S-QUAL demonstrates excellent psychometric properti... Read More about An Assessment of the Validity and Dimensionality of E-S-QUAL as a Measure of Internet Retail Service Quality.

Relationship Quality in Internet Grocery Shopping (2005)
Presentation / Conference
Lu, X., Fulford, H., & Rafiq, M. (2005, October). Relationship Quality in Internet Grocery Shopping. Poster presented at IADIS International Conference on WWW/Internet