Ghazal Shams
Islamic Azad University
HospitalityEmpirical researchFinancial servicesService qualityBusinessPaymentLoyalty business modelPsychologyTheory of generationsMarketingEmpirical evidenceCustomer satisfactionService recoveryMobile bankingLoyaltyContext (language use)CredibilityService (business)ComplaintCustomer serviceCorporate reputationHospitality industryRelationship marketingStructural equation modelingDatabase transactionDeveloping countryUser interfaceCustomer relationship management
Publications 3
In recent studies, tourism scholars focussed more on service failure and recovery. Thus satisfaction with service recovery (SSR) and outcome favourability in conjunction with service recovery (SR) and customers’ behavioural intention was given very little attention, while they are very attention-grabbing, particularly in marketing areas of hospitality and tourism studies. Using stealing thunder and co-creation-based strategies, this study aims to investigate the impact of SR on outcome favourabi...
4 CitationsSource
#1Ghazal ShamsH-Index: 3
Last. Raouf Ahmad Rather (Central University of Kashmir)H-Index: 15
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The present research aims to investigate the effects of service failure and complaint handling on customer satisfaction with complaint handling which consequently impacts overall satisfaction and brand credibility. To examine the objectives of the present research, the authors deployed a sample of 384 respondents in Persian banks within Iran. Structural equation modeling has been used to analyze the data. The findings suggest that the magnitude of service failure negatively effects customer sati...
6 CitationsSource
#1Ghazal Shams (IAU: Islamic Azad University)H-Index: 3
#2Mohsin Abdur Rehman (University of Bolton)H-Index: 4
Last. Eeva-Liisa Oikarinen (University of Oulu)H-Index: 7
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Customer’s adoption of mobile banking portrays tremendous growth in developing countries. However, it seems that there is a lack of studies about customer’s experiences and expectations on mobile banking services, and more research is needed considering generational differences between mobile banking customers in Iran. The purpose of this study is to explore the customer’s mobile banking experiences and expectations among generations X, Y, and Z in a developing country context, Iran. Twenty-seve...
3 CitationsSource