Dr Cristiana Raquel Lages

Associate Professor in Marketing & Service Management

Dr Cristiana Raquel Lages

Dr Cristiana Raquel Lages

Marketing & Reputation
Services - Service Recovery; Creativity in Services; Service Innovation; Individual Learning & Front-line Employee Behaviours
International Marketing - Export Performance; Marketing Strategy Adaptation/Standardisation
Social media - E-WOM; Marketing Metrics & Measurement of Intangibles
Room 235, Henley Business School, Whiteknights campus
+44 (0) 118 378 3739
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Associate Professor in the Marketing and Reputation School at HBS at University of Reading and Scholar of the Advanced Institute of Management (U.K.). Previously, worked in the faculty of Loughborough University and the University of Leeds and held visiting positions at National University of Singapore, Boston College, University of Cambridge and Hanken School of Economics. Holds a PhD in Marketing from the University of Warwick (UK).

Her research has received financial support from several bodies, namely EUDOKMA Marie Curie, Banco Santander, Fundação para a Ciência e a Tecnologia, European Institute for Advanced Studies in Management (EIASM), Calouste Gulbenkian Foundation, Warwick Business School, The University of Warwick, Loughborough School of Business and Economics, among others.

Published papers in the Journal of Business Research, Journal of Service Research, Journal of International Marketing, International Marketing Review, European Journal of Marketing, among others. Ad-hoc reviewer for the European Journal of Marketing, Journal of Service Research, Journal of Service Management, British Journal of Management, International Marketing Review, among others.

Research Honours, Awards, and Grants

2012: AMA International Service Research Conference (SERVSIG) Highly Commended Award.

2010-2011: Seedcorn Funding, Loughborough School of Business and Economics.

2010: Graduate School Santander Travel Award, Banco Santander. 2009-onwards: AIM (Advanced Institute of Management) Scholar, U.K.

Conference Proceedings

Cristiana R. Lages has over 25 refereed papers published in conference proceedings since 2003 including publications in leading conferences such as the American Marketing Association - AMA Winter, AMA Frontiers, AMA ServSIG, European Marketing Academy - EMAC, Academy of Marketing Science - AMS, Academy of International Business - AIB, QUIS, etc.

Selected Publications

  • “The CURE Scale: a Managerial Tool for Effective Service Recovery” with R. Mostafa and M. Sääksjärvi, Journal of Services Marketing, forthcoming.
  • “Drivers of In-Group and Out-of-Group Electronic Word-of-Mouth (EWOM)” with J.L. Abrantes, C. Seabra and C. Jayawardhena, European Journal of Marketing, 2013, July, 47(7), 1067 - 1088.
  • “Knowledge Dissemination in the Global Service Marketing Community” with C. Simoes, W. Kunz and R. P. Fisk, Managing Service Quality, 2013, July, 23 (4), 272 - 290.
  • “Key Drivers of Frontline Employee Generation of Ideas for Customer Service Improvement” with N.F. Piercy, Journal of Service Research,2012,15(2), 215-230.
  • “Employees’ External Representation of their Workplace: Key Antecedents”, Journal of Business Research, 2012, 65(9), 1264-1272.
  • “The STRATADAPT Scale: A Measure of Marketing Strategy Adaptation to International Business Markets” with L.F. Lages and J.L. Abrantes, International Marketing Review, 25(5), 2008, 584-600.
  • “Bringing Export Performance Metrics into Annual Reports: The APEV Scale and the PERFEX Scorecard” with L.F. Lages and C. Lages, Journal of International Marketing,13(3), 2005, 79-104.
  • “The RELQUAL Scale: A Measure of Relationship Quality in Export Market Ventures” with C. Lages and L.F. Lages, Journal of Business Research, 58(8), 2005, 1040-1048.
  • “The STEP Scale: A Measure of Short-term Export Performance Improvement” with L.F. Lages, Journal of International Marketing, 12(1), 2004, 36-56.