Samuel Ayertey- PhD MBA FHEA
- Lecturer at University of Cumbria
Samuel Ayertey
- PhD MBA FHEA
- Lecturer at University of Cumbria
About
20
Publications
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Citations
Introduction
Skills and Expertise
Current institution
Additional affiliations
Arden University and University of Cumbria
Position
- Lecturer
Publications
Publications (20)
The advantages of customer co-creation of value within the context of a service are widely acknowledged. Despite the importance of customer expectations to service failures in a high-engagement service context, there is little research on the relationships between customer engagement, customer expectation of service recovery, and service outcomes (...
Sustainability and the idea of environmental care have gained popularity, prompting businesses to use green supply chain opportunities. Yet, a lot of businesses have prioritised sustainability focusing primarily on their internal processes. By building internal green purchasing skills and embracing green purchasing practises for company sustainabil...
This research presents an empirical enquiry into the roles of chatbots in the marketing of fashion brands and how this strategy may improve sales and contribute to a company's digital marketing strategies. The study explores artificial intelligence-powered chatbots as a communications interface between fashion brands and consumers on digital platfo...
The internet has altered customer-firm interactions and service delivery. Online service failures are inevitable, but social media provides opportunities for efficient service recovery. In light of the lack of research on the drivers of customer satisfaction among luxury fashion customers, the present study investigates customer satisfaction in rel...
While there is existing research on Chinese migration and diaspora identities, the specific focus on the impact of the Chinese state and its nationalist policies on Chinese migrants in Ghana is less explored. This study examines how the emerging Chinese state shapes “Chineseness” among Ghanaian Chinese migrant entrepreneurs. It examines how Chinese...
Immigrant entrepreneurship is one of the most emerging topics in contemporary entrepreneurship. Several areas of immigrant entrepreneurship remain unexplored. Therefore, the purpose of this chapter is to examine liability newness from the perspective of immigrant entrepreneurs. In business terms, liability newness refers to new companies that fail...
The internet has altered customer–brand interactions and service delivery. Online service failures are inevitable, but social media provides opportunities for efficient service recovery. In light of the lack of research on the drivers of customer satisfaction among luxury fashion customers, this chapter focuses on customer satisfaction in relation...
Remote working has become more popular in recent years but certainly is not a new concept. In response to the recent COVID-19 pandemic, small and medium-sized enterprises (SMEs) were forced to implement hybrid and remote working schedules very quickly. In this paper, the key barriers hindering the implementation of remote working practices in SMEs...
Remote working has become more popular in recent years but certainly is not a new concept. In response to the recent COVID-19 pandemic, small and medium-sized enterprises (SMEs) were forced to implement hybrid and remote working schedules very quickly. In this paper, the key barriers hindering the implementation of remote working practices in SMEs...
Social media has transformed traditional unidirectional communication into multidirectional communication in which everyone can participate and engage actively. As a result, the firm-generated content (FCG) and user-generated content (UCG) in social media have become very powerful in building and maintaining organizational brands. Under such a phen...
The Internet has had a significant impact on interactions between customers and businesses as well as service delivery. Failures of online services are unavoidable; yet, social media presents potential for the expedient recovery of offline services. This study examines luxury fashion brand consumers' customer satisfaction in light of the lack of re...
For businesses to resolve the matter of failures, it is critically important, therefore, to focus on developing levels of service, with particular reference to service recovery strategies. By contrast, however, in the online fashion industry, with no physical presence of service providers, and thus human interactions are minimal, service recovery s...
Academics and practitioners have unquestionably augmented the service discipline with research, although no satisfactory definition of service failure and recovery strategies exists as they are inevitable for service firms both offline and online. Even though abundant studies have been done related to service failure and recovery, to what extent se...
By being able to fill the gap in product knowledge that is totally impossible to provide in a physical shop setting, fashion retailers are now able to merchandise an impressive variety of goods and products online. Yet, the phenomenal growth of online luxury fashion retailing has not occurred without a unique set of issues in terms of service deliv...
The growth of user-generated content (UGC) within fashion brands’ online platforms has increased consumers’ awareness of service failure and impacted their level of involvement and attitude towards recovery strategies. However, a limited number of studies have explored the value and antecedents of UGC on service failure and recovery strategies in t...
The success of an online recovery strategy is largely attributed to the provider's response speed. Essentially, engagement in conversation with the customer immediately after he/she complains shortens the pre-recovery phase. Service firms expect complaints from consumers when a service failure occurs. Advances in modern information and communicatio...
The evolution of the Smartphone has impacted significantly on consumer behaviour and choice. Mobile phone technology was initially used only for communication purposes but has recently advanced to include additional features that have created a greater market and altered the purchase behaviour of the consumers. In this modern era of technological a...
Advances in modern Information and Communication Technologies (ICT) infrastructures have changed the way in which customer-firm interactions take place and the nature of the conduct of services. Computer and Internet technologies mean that services can be provided over long distances without the requirement for the physical presence of customers an...
The Internet offers a platform over which complaining is effortless, yet impactful. A wide and geographically dispersed audience can be reached over the Internet, and compared to offline environments, switching is easier on the Internet since customers can browse, and look for alternative providers with ease. In light of this, gaining an understand...
