Article

Mostafa, R., Fontinha, R. ORCID: https://orcid.org/0000-0002-2390-098X and Lages, C. (2023) Turning bad into good: the role of service recovery journey in healing the pain of psychological contract violation. International Journal of Business and Economics. ISSN 2545-4137 (In Press)

Lages, C. R., Perez Vega, R. ORCID: https://orcid.org/0000-0003-1619-317X, Kadić-Maglajlić, S. and Borghei Razavi, N. (2023) A systematic review and bibliometric analysis of the dark side of customer behavior: an integrative customer incivility framework. Journal of Business Research, 161. 113779. ISSN 0148-2963 doi: https://doi.org/10.1016/j.jbusres.2023.113779

Perez Vega, R. ORCID: https://orcid.org/0000-0003-1619-317X, Kaartemo, V., Lages, C. R., Borghei Razavi, N. and Männistö, J. (2021) Reshaping the contexts of online customer engagement behavior via artificial intelligence: a conceptual framework. Journal of Business Research, 129. pp. 902-910. ISSN 0148-2963 doi: https://doi.org/10.1016/j.jbusres.2020.11.002

Clark, M. K., Lages, C. R. and Hollebeek, L. D. (2020) Friend or foe? Customer engagement’s value-based effects on fellow customers and the firm. Journal of Business Research, 121. pp. 549-556. ISSN 0148-2963 doi: https://doi.org/10.1016/j.jbusres.2020.03.011

Lages, C. R., Piercy, N. F., Malhotra, N. and Simões, C. (2020) Understanding the mechanisms of the relationship between shared values and service delivery performance of frontline employees. The International Journal of Human Resource Management, 31 (21). pp. 2737-2760. ISSN 1466-4399 doi: https://doi.org/10.1080/09585192.2018.1464491

Marbach, J., Lages, C., Nunan, D. and Ekinci, Y. (2019) Consumer engagement in online brand communities: the moderating role of personal values. European Journal of Marketing, 53 (9). pp. 1671-1700. ISSN 0309-0566 doi: https://doi.org/10.1108/ejm-10-2017-0721

Coelho, F. J., Lages, C. R. and Sousa, C. M. P. (2018) Personality and the creativity of frontline service employees: linear and curvilinear effects. The International Journal of Human Resource Management, 29 (17). pp. 2580-2607. ISSN 1466-4399 doi: https://doi.org/10.1080/09585192.2016.1255982

Marbach, J., Lages, C. R. and Nunan, D. (2016) Who are you and what do you value? Investigating the role of personality traits and customer-perceived value in online customer engagement. Journal of Marketing Management, 32 (5-6). pp. 502-525. ISSN 1472-1376 doi: https://doi.org/10.1080/0267257X.2015.1128472

Mostafa, R. B., Lages, C., Shabbir, H. A. and Thwaites, D. (2015) Corporate image: a service recovery perspective. Journal of Service Research, 18 (4). pp. 468-483. ISSN 1552-7379 doi: https://doi.org/10.1177/1094670515584146

Lages, C., Pfajfar, G. and Shoham, A. (2015) Challenges in conducting and publishing research on the Middle East and Africa in leading journals. International Marketing Review, 32 (1). pp. 52-77. ISSN 0265-1335 doi: https://doi.org/10.1108/IMR-12-2014-0374

Mostafa, R., Lages, C. R. and Sääksjärvi, M. (2014) The CURE scale: a multidimensional measure of service recovery strategy. Journal of Services Marketing, 28 (4). pp. 300-310. ISSN 0887-6045 doi: https://doi.org/10.1108/JSM-09-2012-0166

Abrantes, J. L., Seabra, C., Lages, C. R. and Jayawardhena, C. (2013) Drivers of in-group and out-of-group electronic word-of-mouth (eWOM). European Journal of Marketing, 47 (7). pp. 1067-1088. ISSN 0309-0566 doi: https://doi.org/10.1108/03090561311324219

Lages, C. R., Simões, C. M. N., Fisk, R. P. and Kunz, W. H. (2013) Knowledge dissemination in the global service marketing community. Managing Service Quality, 23 (4). 272- 290. ISSN 0960-4529 doi: https://doi.org/10.1108/MSQ-03-2013-0048

Lages, C. R. (2012) Employees' external representation of their workplace: key antecedents. Journal of Business Research, 65 (9). pp. 1264-1272. ISSN 0148-2963 doi: https://doi.org/10.1016/j.jbusres.2011.10.044

Lages, C. R. and Piercy, N. F. (2012) Key drivers of frontline employee generation of ideas for customer service improvement. Journal of Service Research, 15 (2). pp. 215-230. ISSN 1552-7379 doi: https://doi.org/10.1177/1094670511436005

Lages, L. F., Abrantes, J. L. and Lages, C. R. (2008) The STRATADAPT scale: a measure of marketing strategy adaptation to international business markets. International Marketing Review, 25 (5). pp. 584-600. ISSN 0265-1335 doi: https://doi.org/10.1108/02651330810904107

Lages, L. F., Lages, C. and Lages, C. R. (2005) Bringing export performance metrics into Annual Reports: the APEV scale and the PERFEX scorecard. Journal of International Marketing, 13 (3). ISSN 1069-031X doi: https://doi.org/10.1509/jimk.13.3.79

Lages, C., Lages, C. and Lages, L.F. (2005) The RELQUAL scale: a measure of relationship quality in export market ventures. Journal of Business Research, 58 (8). pp. 1040-1048. ISSN 0148-2963 doi: https://doi.org/10.1016/j.jbusres.2004.03.001

Lages, L.F. and Lages, C. (2004) The STEP scale: a measure of short-term export performance improvement. Journal of International Marketing, 12 (1). pp. 36-56. ISSN 1069-031X doi: https://doi.org/10.1509/jimk.12.1.36.25647

Book or Report Section

Marbach, J., Borghei Razavi, N., Lages, C. R. and Hollebeek, L. D. (2019) Positively and negatively valenced customer engagement: the constructs and their organizational consequences. In: Hollebeek, L. D. and Sprott, D. E. (eds.) The Handbook of Research on Customer Engagement. Edward Elgar. ISBN 9781788114882