Marketing Research Cluster

The Marketing Research Cluster brings together a vibrant community of researchers whose interests range from brand experience to e-loyalty to business ethics and sustainable supply chain management. The cluster meet regularly in Southlands College, led by Professor Rafiq, Professor Chen and Professor Zarantonello for discussions on selected research topics in addition to their formal research programme and seminar series. Indeed, members of the cluster also sit on the editorial review boards for the European Journal of Innovation Management, the Journal of Brand Management, the Journal of Interactive Marketing, the Journal of Advertising Research and the Journal of Hospitality and Tourism Research. The cluster are frequent contributors to top journals such as the Journal of Business Research, International Marketing, Production Planning and Control, and Annals of Tourism Research.  

The current research programme of the cluster includes

  • Consumer Branding 
  • Consumer Decision Making
  • Customer Loyalty
  • Customer Participation 
  • Destination Marketing
  • Digitisation & Consumer Behaviour 
  • Internal Branding
  • Brand Experience
  • Experiential Religiosity
  • Studying Ethical Business Behaviour through 3D decision making games
  • Marketing for Small Businesses

Staff

PhD Students

  • Sahil Sambyal (Supervisors: Dr. Parhi, Prof. Zarantonello, Dr. Ipatova)
  • Soulaima Mouawad (Supervisors: Prof. Rafiq, Prof. Chen)
  • Viveka Santharam (Supervisors: Prof. Rafiq, Dr. Siala)

Research Highlights

Consumer Happiness and its Role in Customer Experience Management

Professor Zarantonello wrote the first Handbook of Brand Management Scales published by Routledge, by including elements of the emotional experience which had previously been overlooked. She has produced innovate measurement scales which offer fresh insights into how we experience and react to brands. In particular; What is our emotional experience of brands? This stream of work brings together brand management and consumer psychology to offer a more complete conceptualization of how brands are experienced by consumers. 

Appealing to tourist operators not to take advantage of tourists

Professor Chen's recent article published in Tourism Management Perspectives (CABS 2) incorporates an 'on-site activity involvement' variable into the Mehrabian-Russell model research to examine tourists' intentions to revisit and recommend a cultural tourism destination. In collaboration with her co-authors, she draws on a survey of over 500 tourists. Their findings reveal that aesthetics, service staff excellence, and playfulness affect tourists' satisfaction, which in turn affects their sense of belonging. In addition, sense of belonging positively influences tourists' behavioral intentions. The authors conclude that this study's findings can help cultural tourism destinations that have attracted tourists and intend to attract more tourists by assessing their perceived experiential value. They appeal to tourism operators not to take advantage of tourists. However, when hosting tourists, they could set their price at a premium rate in order to improve their service staff quality, playfulness, and aesthetics.

Our recent research-related successes

Prof. Chen has published a research article titled 'Examining consumers’ luxury hotel stay repurchase intentions incorporating a luxury hotel brand attachment variable into a luxury consumption value model' in the International Journal of Contemporary Hospitality Management (CABS 3). 

Prof. Zarantonello had a paper accepted at the International Journal of Market Research titled 'A broader view on brands’ growth and decline'.

Prof. Rafiq in collaboration with Prof. Zarantonello and PhD Student Soulima Mouad have contributed to the European Marketing Academy Annual Conference held in May 2019 in Germany with a research article titled 'Functional and Experiential Routes to Brand Loyalty'.