Service innovation and Customer Experience

SchoolWestminster Business School
Group leaderProf Jose Ruiz-Alba Robledo
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Video Interfunctional coordination (Students as cocreators)

Digital or visual media

Ruiz-Alba, J. 2024. Video Interfunctional coordination (Students as cocreators).

Generative AI in Higher Education Assessments: Examining the Impact of Risk and Tech-Savviness on Students’ Adoption

Journal article

Oc, Y., Gonsalves, C. and Quamina, L. 2024. Generative AI in Higher Education Assessments: Examining the Impact of Risk and Tech-Savviness on Students’ Adoption. Journal of Marketing Education.

Customer view on servitization: the influence of strategic goals and service mix offering on firm performance.

Journal article

Ruiz-Alba, J., Soares, A., Rodríguez-Molina, M. and Gounaris, S. 2024. Customer view on servitization: the influence of strategic goals and service mix offering on firm performance. Production Planning and Control. 2024.

Sectorial Evaluation and Characterization of Internal Marketing Orientation through Multicriteria Analysis

Journal article

Muñoz Martos, M., Kazakov, S. and Ruiz-Alba, J. 2024. Sectorial Evaluation and Characterization of Internal Marketing Orientation through Multicriteria Analysis. Operational Research. 24 24. https://doi.org/10.1007/s12351-024-00835-8

Transforming the remittance industry: harnessing the power of blockchain technology

Journal article

Christodoulou, I., Rizomyliotis, I., Konstantoulaki, K., Alireza Nazarian and Do Binh 2024. Transforming the remittance industry: harnessing the power of blockchain technology. Journal of Enterprise Information Management. 37 (5), pp. 1551-1577. https://doi.org/10.1108/jeim-03-2023-0112

The moderating effect of supply chain collaboration on servitization

Journal article

Ruiz-Alba, Jose L., Soares, A. and Rodríguez-Molina, M. 2024. The moderating effect of supply chain collaboration on servitization. Journal of Business and Industrial Marketing. 39 (4), pp. 822-831. https://doi.org/10.1108/jbim-07-2022-0335

Investigating the impact of food tourism vlogger entrepreneurs' language characteristics on audiences' attitude and behaviours

Journal article

Hutchinson, W., Djafarova, E., Liu, S. and Abdelrahman, M. 2024. Investigating the impact of food tourism vlogger entrepreneurs' language characteristics on audiences' attitude and behaviours. International Journal of Entrepreneurial Behavior & Research. 30 (2/3), pp. 735-772. https://doi.org/10.1108/IJEBR-02-2023-0222

Internationalization of innovation practices: Actors and linkages in crowdfunding ecosystems

Journal article

Quero, Maria J., Ruiz-Alba, J., Mele, C., Tronvoll, B. and Ventura, R. 2024. Internationalization of innovation practices: Actors and linkages in crowdfunding ecosystems. European Journal of International Management. https://doi.org/10.1504/EJIM.2023.10063669

Video case study: AMC Natural Drinks, International Business Challenge

Digital or visual media

Ruiz-Alba, J. 2023. Video case study: AMC Natural Drinks, International Business Challenge.

Drivers of Business-to-Business (B2B) Sales Success and the role of Digitalization after COVID-19 Disruptions

Journal article

Guesalaga, R, Ruiz-Alba, J. and López-Tenorio, P 2023. Drivers of Business-to-Business (B2B) Sales Success and the role of Digitalization after COVID-19 Disruptions . Journal of Business and Industrial Marketing. 2023 (39, 4), pp. 708-720. https://doi.org/10.1108/JBIM-12-2022-0576

Negative Spill Over Effects in Brand Alliance Crises

Journal article

Quamina, L. and Singh, J. 2023. Negative Spill Over Effects in Brand Alliance Crises. Public Relations Review. 49 (5) 102394. https://doi.org/10.1016/j.pubrev.2023.102394

Grassroots football club stakeholders’ sponsorship: the role of happiness and shared values

Journal article

Hindmarsh, M., Ikramullah, A., Ruiz-Alba, J. and Lopez-Tenorio, Pablo J. 2023. Grassroots football club stakeholders’ sponsorship: the role of happiness and shared values. Management Decision. 62 (2), pp. 513-531. https://doi.org/10.1108/md-02-2023-0281

Selecting the Right Digital Influencer in B2B Markets: Guidelines for Managers

Journal article

Crisafulli, B., Singh, J. and Quamina, L. 2023. Selecting the Right Digital Influencer in B2B Markets: Guidelines for Managers. European Business Review.

'Co-branding as a Masstige Strategy for Luxury Brands: Desirable or Not?

Journal article

Quamina, L., T Xue, M. and Chawdhary, R. 2023. 'Co-branding as a Masstige Strategy for Luxury Brands: Desirable or Not? Journal of Business Research. 158 113704. https://doi.org/10.1016/j.jbusres.2023.113704

The impact of artificial intelligence capabilities on servitization: The moderating role of absorptive capacity-A dynamic capabilities perspective

Journal article

Abou-Foul, M., Ruiz-Alba, J. and López-Tenorio, P. 2023. The impact of artificial intelligence capabilities on servitization: The moderating role of absorptive capacity-A dynamic capabilities perspective. Journal of Business Research. 157 113609. https://doi.org/10.1016/j.jbusres.2022.113609

Institutions and business customer experience: the role of interfunctional coordination and service co-design

Journal article

Ruiz-Alba, J., Quero, Maria J and Lopez-Tenorio, Pablo J 2023. Institutions and business customer experience: the role of interfunctional coordination and service co-design. European Research on Management and Business Economics. 29 (1) 100213. https://doi.org/10.1016/j.iedeen.2022.100213

Guest editorial: Challenges and opportunities for increasingly turbulent times

Journal article

Ruiz-Alba, J., Rodriguez-Molina, M. and Soares, A. 2023. Guest editorial: Challenges and opportunities for increasingly turbulent times. Journal of Business and Industrial Marketing. 38 (2), pp. 269-271. https://doi.org/10.1108/JBIM-02-2023-603

How visual attention to social media cues impacts visit intention and liking expectation for restaurants

Journal article

Simonetti, A. and Bigne, E. 2022. How visual attention to social media cues impacts visit intention and liking expectation for restaurants. International Journal of Contemporary Hospitality Management. 34 (6), pp. 2049-2070. https://doi.org/10.1108/IJCHM-09-2021-1091

The strategic role of middle managers in the formulation and implementation of digital transformation projects

Journal article

Christodoulou, Ioannis P., Wasim, Jahangir, Reinhardt, Robert J. and Ivanov, Kirill 2022. The strategic role of middle managers in the formulation and implementation of digital transformation projects. Strategic Change. 31 (6), pp. 613-622. https://doi.org/10.1002/jsc.2528

Competence is power: How digital influencers impact buying decisions in B2B markets

Journal article

Crisafulli, B., Quamina, L. and Singh, J. 2022. Competence is power: How digital influencers impact buying decisions in B2B markets. Industrial Marketing Management. 104, pp. 384-399. https://doi.org/10.1016/j.indmarman.2022.05.006

Digital platforms: customer satisfaction, eWOM and the moderating role of perceived technological innovativeness

Journal article

Ruiz-Alba, J.L., Abou-Foul, M., Nazarian, A. and Foroudi, P. 2022. Digital platforms: customer satisfaction, eWOM and the moderating role of perceived technological innovativeness. Information Technology & People. 35 (7), pp. 2470-2499. https://doi.org/10.1108/itp-07-2021-0572

Fashion Events and e-WOM

Journal article

Ruiz-Alba, J., Mediano, Javier Morales, Ayestarán, Raquel and López-Tenorio, Pablo J. 2022. Fashion Events and e-WOM. Event Management. 26 (2), pp. 405-417. https://doi.org/10.3727/152599521x16192004803511

Video Case Study "Banger Games". (Students as co-creators)

Digital or visual media

Ruiz-Alba, J. 2021. Video Case Study "Banger Games". (Students as co-creators).

How online advertising competes with user-generated content in TripAdvisor. A neuroscientific approach.

Journal article

Bigne, E., Simonetti, A., Ruiz, C. and Kakaria, S. 2021. How online advertising competes with user-generated content in TripAdvisor. A neuroscientific approach. Journal of Business Research. 123, pp. 279-288. https://doi.org/10.1016/j.jbusres.2020.10.010

What drives the helpfulness of online reviews? A deep learning study of sentiment analysis, pictorial content and reviewer expertise for mature destinations.

Journal article

Bigne, E., Ruiz, C., Cuenca , A., Perez, C. and Garcia, A. 2021. What drives the helpfulness of online reviews? A deep learning study of sentiment analysis, pictorial content and reviewer expertise for mature destinations. Journal of Destination Marketing and Management. 20 100570. https://doi.org/10.1016/j.jdmm.2021.100570

Advance booking across channels: the effects on dynamic pricing

Journal article

Bigne, E., Nicolau, J.L. and William, E. 2021. Advance booking across channels: the effects on dynamic pricing. Tourism Management . 86 (October), p. 104341. https://doi.org/10.1016/j.tourman.2021.104341

A Model of Adoption of AR-based Self-service Technologies: A two Country Comparison

Journal article

Maria Jose Castillo S and Enrique Bigne 2021. A Model of Adoption of AR-based Self-service Technologies: A two Country Comparison. International Journal of Retail & Distribution Management. 49 (7), pp. 875-898. https://doi.org/10.1108/IJRDM-09-2020-0380

Unprecedented challenges for boards: 9 pillars for the next decade

Journal article

Ruiz-Alba, J. 2021. Unprecedented challenges for boards: 9 pillars for the next decade. Director Today. March 2021 (Special Issue), pp. 29-33.

The impact of information and communication technology and internal market orientation blending on organisational performance in small and medium enterprises

Journal article

Kazakov, S., Ruiz-Alba, J. and Muñoz, M. 2021. The impact of information and communication technology and internal market orientation blending on organisational performance in small and medium enterprises. European Journal of Management and Business Economics. 30 (2), pp. 129-151. https://doi.org/10.1108/EJMBE-04-2020-0068

Entrepreneurial Intentions: a bibliometric analysis

Journal article

Ruiz-Alba, J., Guzmán-Parra, V, Vila Oblitas, J and Morales Mediano, J 2021. Entrepreneurial Intentions: a bibliometric analysis. Journal of Small Business and Enterprise Development. 28 (1), pp. 121-133. https://doi.org/10.1108/JSBED-07-2019-0221

Customer Orientation and e-WOM in the hotel sector

Journal article

González-Porras, J.L, Ruiz-Alba, J. and Morales Mediano, J. 2021. Customer Orientation and e-WOM in the hotel sector. International Journal of Internet Marketing and Advertising. 15 (3), pp. 302-326. https://doi.org/10.1504/IJIMA.2021.115428

The impact of digitalization and servitization on the financial performance: An empirical analysis

Journal article

Abou-Foul, M., Ruiz-Alba, J. and Soares, A. 2021. The impact of digitalization and servitization on the financial performance: An empirical analysis. Production Planning & Control. 32 (12), pp. 975-989. https://doi.org/10.1080/09537287.2020.1780508

The nexus of internal market orientation and international HR management

Journal article

Kazakov, S. and Ruiz-Alba, J. Forthcoming. The nexus of internal market orientation and international HR management. European Journal of International Management. Advanced online publication. https://doi.org/10.1504/EJIM.2021.10037605

UK tourism arrivals and departures: seasonality, persistence and time trends

Journal article

Gil-Alana, Luis A., Ruiz-Alba, J. and Ayestarán, R. 2020. UK tourism arrivals and departures: seasonality, persistence and time trends. Applied Economics. 52 (46), pp. 5077-5087. https://doi.org/10.1080/00036846.2020.1752904

Sustainable business models: integrating employees, customers and technology

Edited issue

Ruiz-Alba, J. and Martín-Peña, M. 2020. Sustainable business models: integrating employees, customers and technology. Journal of Business and Industrial Marketing. 35 (3), pp. 385-389. https://doi.org/10.1108/JBIM-03-2020-419

Gamification and online consumer decisions: Is the game over?

Journal article

Tobón, S., Ruiz-Alba, J. and Garcia de Madariaga, J. 2020. Gamification and online consumer decisions: Is the game over? Decision Support Systems. 128, p. 113167 113167. https://doi.org/10.1016/j.dss.2019.113167

A gaming simulation approach to understanding blue ocean strategy development as a transition from traditional competitive strategy

Journal article

Christodoulou, I. and Langley, P. 2020. A gaming simulation approach to understanding blue ocean strategy development as a transition from traditional competitive strategy. Journal of Strategic Marketing. 28 (8), pp. 727-752. https://doi.org/10.1080/0965254X.2019.1597916

Are retailers “bagging” the carrier bag levy in England? An exploratory enquiry

Journal article

Jory, S.R., Benamraoui, A., Madichie, N.O., Ruiz-Alba, J. and Christodoulou, I. 2019. Are retailers “bagging” the carrier bag levy in England? An exploratory enquiry. Journal of Environmental Management. 233, pp. 845-853. https://doi.org/10.1016/j.jenvman.2018.12.003

Exploring cultural heterogeneity: The effect of intra-cultural variation on executives’ latitude of actions in 18 countries

Journal article

Haj Youssef M.S. and Christodoulou, I. 2018. Exploring cultural heterogeneity: The effect of intra-cultural variation on executives’ latitude of actions in 18 countries. International Journal of Cross Cultural Management. 18 (2), p. 241–263. https://doi.org/10.1177/1470595818790611


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