Ghazal Shams

Ghazal Shams
University of South Carolina | USC · Department of Hotel, Restaurant, & Tourism Management

About

10
Publications
7,887
Reads
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94
Citations
Citations since 2016
10 Research Items
94 Citations
20162017201820192020202120220102030
20162017201820192020202120220102030
20162017201820192020202120220102030
20162017201820192020202120220102030

Publications

Publications (10)
Article
Purpose – This study aims to test a proposed model based on a combination of the relationship marketing and service quality dimensions as predictors of corporate image and customer loyalty via corporate reputation in the Takaful context. More importantly, this study compares the Takaful operators’ services with the perceived service quality and the...
Article
Purpose This study aims to examine a proposed model based on a combination of relationship marketing and service quality dimensions as a significant predictor of corporate image. More importantly, it attempts to identify whether corporate reputation mediates the relationship between and customer loyalty and corporate image in the takāful (Islamic i...
Article
Purpose: 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...
Article
Full-text available
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. Struc...
Article
Full-text available
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...
Article
Full-text available
مفاهیم کیفیت خدمات و رضایت مشتریان از جمله مفاهیم بسیار مهم در نظریه های بازاریابی می باشند. با توجه به اهمیت بخش خدمات، افزایش کیفیت و ایجاد رضایت مندی در این بخش، حتی از بخش تولید کالا نیز با اهمیت تر تلقی می شود. تحقیق حاضر با هدف بررسی اثرات بازیابی خدمات بر رضایت مشتری از بهبود خدمات انجام شده است. روش تحقیق از نظر هدف کاربردی و از حیث ماهیت ر...
Conference Paper
In today's competitive world, customers are at the forefront of company's attention and their loyalty is one of the issues in obtaining the competitive advantage of organizations, especially in the service sector. A business with satisfied and loyal customers can maintain its profitability. In this regard, one of the most effective ways to achieve...
Conference Paper
Full-text available
در دنیای رقابتی امروز، مشتریان در کانون اصلی توجه شرکت ها قرار دارند و وفاداری آنان، يكي از موضوع هايي است كه امروزه از ديدگاه بسياري از مديران به ويژه در بخش خدمات، عامل اصلی کسب مزیت رقابتی سازمان ها محسوب می شود. کسب و کاری که مشتریان راضی و وفادار داشته باشد، می تواند سودآوری خویش را حفظ کند و در همین راستا یکی از کارآمد ترین راهکارها به منظور...
Conference Paper
Full-text available
امروزه بسیاری از مفاهیم در سازمان بر محور مشتری نگارش شده‌اند و سمت و سوی کلیه فعالیت سازمان ها برای تأمین نیازهای مشتری و کسب رضایت و اعتماد اوست. رضایت مشتری و داشتن مشتریان وفادار، معیاری مهم برای موفقیت سازمان قلمداد می شود و در این میان هرچه قدر حق انتخاب مشتریان گسترده تر باشد شکایت مشتری و مدیریت سکوت مشتری به ویژه پس از نارسایی خدمات اهمیت...
Thesis
Today, building a powerful brand is the goal of most organizations, including service providers. Although brand building is important in hotel industry, little research has been conducted in this area. The hotel industry is a place in which customers encounter a large number of brands and retaining the brand's competitive advantage for managers is...

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