Dr Ruby Zhang

Lecturer in Marketing

Dr Ruby Zhang

Dr Ruby Zhang

Marketing & Reputation
Consumer (mis)behaviour; Consumer Psychology; Service Failure & Recovery
Room 233, Henley Business School, Whiteknights campus
ruby.zhang@henley.ac.uk
+44 (0) 118 378 6440
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Ruby Zhang

Dr Ruby Zhang is lecturer in Marketing at the Department of Marketing & Reputation. Her expertise is in the field of service marketing with a particular focus in complaint management and service failure experience. In her research, she examines state-of-the-art topics in service marketing, answering important questions such as how should firms deal with customers displaying rage behaviour after a critical incident.

Ruby is a member of the British Academy of Marketing (BAM) and the Service Marketing Research Group in Newcastle, and is involved in various research projects for the centre.

Ruby currently leads a number of modules within Marketing & Reputation, including MM390 Understanding Customers (UG module), MMM129 Consumer Intelligence and MMM137 Branding (PG modules).

Publications, Research Contribution, Consultancy

Journals:

  • Marco,H; Blut, M.; Brock, C; Zhang,R; Riedl,R; Koch,V.(2018) The Influence of Acceptance and Adoption-Drivers on Smart Home Usage. European Journal of Marketing.

Conference papers:

  • Zhang, R./Blut, M./Schoefer, K. (2016): ‘Customer Outrage Following Service Failure: A Qualitative Research’, 2016 SERVSIG Conference, Maastricht, Netherlands, June 17-19,2016.
  • Phalusuk, C./Blut, M./Schoefer, K./Ness, M./Zhang, R. (2016): “Towards a Conceptual Framework for Understanding Customer Evaluations of Service Failures within Service Delivery Networks,” 2016 SERVSIG Conference, Maastricht, Netherlands, June 17-19,2016.
  • Zhang, R./Blut, M./Schoefer, K. (2016): ‘Customer Outrage Following Service Failure: A Qualitative Research’, European Marketing Academy Conference (EMAC), May 24-27, 2016, Oslo, Norway.
  • Zhang, R./Blut, M./Schoefer, K. (2015): ‘Customer Outrage Following Service Failure: Toward A Conceptual Framework’, British Academy of Management (BAM), September 8-10, 2015, Portsmouth, UK.
  • Zhang, R./Blut, M./Schoefer, K. (2014): ‘How outraged customers react: the consequences of customer rage in service failure and intervention strategies’, 22nd International Colloquium on Relationship Marketing (ICRM), September 8-10, 2014, Newcastle, UK.

Consultancy Projects:

  • ‘Creative Fuse’: University collaborative project led by Newcastle University and funded by AHRC, ERDF and Arts Council England. The project works with some small businesses and provides consultancy reports to the participating businesses.

Awards:

  • Best PhD Paper Award from 22nd International Colloquium on Relationship Marketing (ICRM) for the topic “How Outraged Customers React: The Consequences of Customer Rage in Service Failure and Intervention Strategies”