“Building back better”: the impact of the COVID-19 pandemic on the resilience of the hospitality and tourism industries
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...
Social media conflicts during the financial crisis: Managerial implications for retail banks
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 impact of corporate social responsibility on customer loyalty: A case for two global corporations in China
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 oper...
How customers ‘learn’ to work for retailers
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 (SCO...
Building customer loyalty in online retailing: The role of relationship quality
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 loy...
Measuring Internet retail service quality using E-S-QUAL
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 ...