Dr Dahlia El-Manstrly
Associate Professor (Senior lecturer) in Marketing & Research Director for MCCI
Full contact details
Sheffield University Management School
Dr Dahlia El-Manstrly BSc (First Class Honours), MSc (Huddersfield University), MRes, AHEA, PhD (Glasgow University).
Before Joining the University of Sheffield Management School, Dr El-Manstrly was lecturer in Marketing and Co-Director, Centre for Service Excellence, at the University of Edinburgh. Dahlia’s research focuses on services marketing topics (relationships in services, service failure and recovery, transformative and tourism services). Dahlia’s research publications appear in world-leading quality journals such as Journal of Service Research and Journal of Tourism Management. Dahlia is on the Editorial Boards of leading marketing and services journals such as International Marketing Review and Journal of Services Marketing. She was shortlisted twice for the prestigious Fulbright All discipline Scholar Award, won AMA SERVSIG conference “Highly Recommended Paper Award”, and Teaching Excellence Awards for best feedback, overall course satisfaction and inspirational teaching.
- Research interests
- Service Recovery and Complaint Management (e.g., service failure, service recovery, coping mechanisms and the service recovery paradox).
- Relationships in Services (e.g., customer loyalty, customer satisfaction, service quality, customer commitment, trust and perceived switching costs).
- International Marketing in Services (e.g., service customers’ attitudes and behaviours across cultures).
- Transformative Services (e.g., the impact of service interactions and servicescape on consumers’ well-being).
- Tourism Services (e.g., medical tourism and online travel communities).
- Customers who misbehave: identifying restaurant guests “acting out” via asymmetric case models. Journal of Retailing and Consumer Services, 66.
- Shoppers’ neural responses to the mere social presence of others: insights from an enclosed mall. The International Review of Retail, Distribution and Consumer Research, 31(3), 281-298.
- Proactive Handling of Flight Overbooking: How to Reduce Negative eWOM and the Costs of Bumping Customers. Journal of Service Research, 24(2), 206-225.
- Severe service failures and online vindictive word of mouth: The effect of coping strategies. International Journal of Hospitality Management, 95, 102911-102911.
- The impact of termination severity on customers' emotional, attitudinal and behavioral reactions. Journal of Service Theory and Practice, 31(1), 65-81.
- Control, use and ownership of big data: A reciprocal view of customer big data value in the hospitality and tourism industry. Tourism Management, 80, 104106-104106.
- Whose experience is it anyway? Toward a constructive engagement of tensions in patient-centered health care. Journal of Service Management, 31(5), 979-1013.
- Sustaining customer engagement behavior through corporate social responsibility: The roles of environmental concern and green trust. Journal of Cleaner Production, 262, 121348-121348.
- Virtual travel community members’ stickiness behaviour: How and when it develops. International Journal of Hospitality Management, 88, 102535-102535.
- Customers’ reactions to different organizational tactics in a service termination context. European Journal of Marketing, 54(1), 26-48.
- The influence of goal attainment and switching costs on customers’ staying intentions. Journal of Retailing and Consumer Services, 51, 51-61.
- Beyond reciprocal: the role of platforms in diffusing data value across multiple stakeholders. Journal of Service Management, 30(4), 507-518.
- Encouraging male participation in cancer resource centers. The Service Industries Journal, 38(1-2), 114-126.
- Enhancing customer loyalty: critical switching cost factors. Journal of Service Management, 27(2).
- Cross-cultural validation of switching costs: a four-country assessment. International Marketing Review, 31(4), 413-437.
- A critical examination of service loyalty measures. Journal of Marketing Management, 29(15-16), 1834-1861.
- An empirical investigation of the relative effect of trust and switching costs on service loyalty in the UK retail banking industry. Journal of Financial Services Marketing, 16(2), 101-110.
- Should i stay or should i go? The case of loyalty in the UK retail banking industry, The Routledge Companion to Financial Services Marketing (pp. 166-176).
- Research group
Marketing and Creative & Cultural Industries (MCCI)
- The University of Edinburgh Strategic platforms
- The British Academy Quantitative Skills Acquisition Award
- The ESRC Seminar Series
- The Carnegie Trust Small Research Grants
- PhD supervision
- Transformative services research
- Service failure and recovery
- Relationship marketing
- Tourism services