All Outputs (6)

“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.

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.

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 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.