Dr Dahlia El-Manstrly

Management School

Associate Professor (Senior lecturer) in Marketing & Research Director for MCCI

Dr Dahlia El-Manstry

Full contact details

Dr Dahlia El-Manstrly
Management School
Sheffield University Management School
Conduit Road
S10 1FL

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).

Journal articles


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