Dr Cristiana Raquel Lages

Principle Visiting Research Fellow

Dr Cristiana Raquel Lages

Dr Cristiana Raquel Lages

Marketing & Reputation
Services - Service Failure and Recovery; Creativity in Services; Service Innovation; Individual Learning & Front-line Employee Behaviours; Well-being; Healthcare
Digital Marketing - Social media; E-WOM; Artificial Intelligence; Marketing Metrics & Measurement of Intangibles
International Marketing - Export Performance; Marketing Strategy Adaptation/Standardisation
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Cristiana Raquel Lages is Principle Visiting Research Fellow in the Marketing & Reputation Department of Henley Business School at the University of Reading, and Scholar of the Advanced Institute of Management (U.K.). Previously, Cristiana was Associate Professor in Marketing & Service Management at Henley Business School, Senior Lecturer in the faculty of Loughborough University School of Business and Economics and a Lecturer at Leeds University Business School. Cristiana has held visiting positions at National University of Singapore, Boston College, University of Cambridge, Nottingham University Business School China, and Hanken School of Economics. She holds a PhD in Marketing from the University of Warwick (UK).

Cristiana has published papers in the Journal of Service Research, Journal of International Marketing, Journal of Business Research, European Journal of Marketing, International Marketing Review, International Journal of Human Resource Management, among others. She is also an ad-hoc reviewer for the Journal of Management Studies, British Journal of Management, European Journal of Marketing, Journal of Service Research, International Marketing Review, among others. She serves on the editorial board of the Journal of Service Management.

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. Overall, this research funding amounts to over £100,000.

In terms of leadership, Cristiana has been the Research Division Lead in the Marketing & Reputation department. She is also the Henley Business School academic staff representative in the Diversity & Inclusion Committee and has been a member of the Athena SWAN application panel for Henley Business School.

On the teaching front, Cristiana has taught and convened several modules at Henley, at the Masters level, on the Full Time MBA, and at the UG level:

Cristiana was nominated by her students for the Henley Business School Teaching Excellence Award.

In terms of engagement, Cristiana has established links and engaged with industry over time, namely through the Henley Centre for Customer Management. She has engaged with NHS Blood & Transplant (at John Radcliffe Hospital, Oxford), Lloyds Banking Group and British Airways. Currently, she is part of a team working with Resolver.

Selected Publications

Marbach, J., Lages, C.R., Nunan, D., and Ekinci, Y. (2018) Consumer engagement in online brand communities: the moderating role of personal values. European Journal of Marketing. ISSN 0309-0566 (In Press)

Lages, C. R., Piercy, N. F., Malhotra, N., and Simões, C. (2018) Understanding the mechanisms of the relationship between shared values and service delivery performance of frontline employees. The International Journal of Human Resource Management. ISSN 1466-4399 doi: https://doi.org/10.1080/09585192.2018.1464491

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.R., 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.R., 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.