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Identificação

Identificação pessoal

Nome completo
Cristiana Raquel Costa Lages

Nomes de citação

  • Cristiana R. Lages

Identificadores de autor

Ciência ID
271B-F113-41FB
ORCID iD
0000-0002-7024-9536
Formação
Grau Classificação
2023/02/09 - 2023/02/10
Concluído
 Agregação (Título de Agregado)
Especialização em Marketing e Estratégia
Universidade do Minho Escola de Economia e Gestão, Portugal
2002/10 - 2007/07/04
Concluído
 PhD (Doctor of Philosophy)
Especialização em Business Studies
University of Warwick, Warwick Business School, Reino Unido
"Drivers of service recovery performance: Perceived organisational support, learning, and psychological job outcomes." (TESE/DISSERTAÇÃO)
 Awarded with No Corrections
Percurso profissional

Docência no Ensino Superior

Categoria Profissional
Instituição de acolhimento 		Empregador
2024/03/11 - Atual Professor Associado (Docente Universitário) Universidade do Minho Escola de Economia e Gestão, Portugal
2022/01 - 2024/03/10 Professor Auxiliar (Docente Universitário) Universidade do Minho Departamento de Gestão, Portugal
Universidade do Minho Escola de Economia e Gestão, Portugal
2013/09 - 2019/04 Professor Associado (Docente Universitário) University of Reading Henley Business School, Reino Unido
2012/01/01 - 2013/08/31 Professor Associado (Docente Universitário) Loughborough University School of Business and Economics, Reino Unido
2010/01/01 - 2011/12/31 Leitor (Docente Universitário) Loughborough University School of Business and Economics, Reino Unido
2007/09 - 2009/12 Leitor (Docente Universitário) Leeds University Business School, Reino Unido
University of Leeds, Reino Unido
Produções

Publicações

Artigo em revista
  1. Rania B. Mostafa; Cristiana R. Lages; Ahmed Shaalan. "The dark side of virtual agents: Ohhh no!". International Journal of Information Management (2024): 102721. https://www.sciencedirect.com/science/article/abs/pii/S0268401223001020.
    10.1016/j.ijinfomgt.2023.102721
  2. Kadic-Maglajlic, Selma; Lages, Cristiana R.; Sobhy Temerak, Mohamed. "Dual perspective on the role of xenophobia in service sabotage". Tourism Management 101 (2024): 104831. http://dx.doi.org/10.1016/j.tourman.2023.104831.
    No prelo • 10.1016/j.tourman.2023.104831
  3. Selma Kadic-Maglajlic; Cristiana R. Lages; Eleonora Pantano. Autor correspondente: Selma Kadic-Maglajlic. "No time to lie: Examining the Identity of Pro-Vaccination and Anti-Vaccination Supporters Through Their User-Generated Content". Social Science & Medicine (2024):
    Acesso aberto • Aceite para publicação
  4. Cristiana R. Lages; Rodrigo Perez-Vega; Selma Kadic-Maglajlic; Niloofar Borghei-Razavi. "A systematic review and bibliometric analysis of the dark side of customer behavior: An integrative customer incivility framework". Journal of Business Research 161 (2023): 113779-113779. http://dx.doi.org/10.1016/j.jbusres.2023.113779.
    10.1016/j.jbusres.2023.113779
  5. Mohamed Sobhy Temerak; Ruby Wenjiao Zhang; Cristiana Raquel Lages. "Observing customer stress and engagement: An intercultural perspective". Psychology & Marketing 40 5 (2023): 910-925. http://dx.doi.org/10.1002/mar.21791.
    10.1002/mar.21791
  6. Malhotra, Neeru; Ashill, Nicholas; Lages, Cristiana R.; Homayounfard, Amir. "Understanding the role of frontline employee felt obligation in services". The Service Industries Journal (2022): 1-29. http://dx.doi.org/10.1080/02642069.2020.1858062.
    Publicado • 10.1080/02642069.2020.1858062
  7. de Jong, Ad; Schepers, Jeroen J.L.; Lages, Cristiana R.; Kadic-Maglajlic, Selma. "The role of the service manager's perceived career success in frontline employees' learning processes and service improvement". Journal of Business Research 134 (2021): 601-617. http://dx.doi.org/10.1016/j.jbusres.2021.05.051.
    Publicado • 10.1016/j.jbusres.2021.05.051
  8. Perez-Vega, Rodrigo; Kaartemo, Valtteri; Lages, Cristiana R.; Borghei Razavi, Niloofar; Männistö, Jaakko. "Reshaping the contexts of online customer engagement behavior via artificial intelligence: A conceptual framework". Journal of Business Research (2021): http://dx.doi.org/10.1016/j.jbusres.2020.11.002.
    Acesso aberto • Publicado • 10.1016/j.jbusres.2020.11.002
  9. Clark, Moira K.; Lages, Cristiana Raquel; Hollebeek, Linda D.. "Friend or foe? Customer engagement’s value-based effects on fellow customers and the firm". Journal of Business Research 121 (2020): 549-556. http://dx.doi.org/10.1016/j.jbusres.2020.03.011.
    10.1016/j.jbusres.2020.03.011
  10. Silva, Graca Miranda; Coelho, Filipe; Lages, Cristiana R.; Reis, Marta. "Employee adaptive and proactive service recovery: a configurational perspective". European Journal of Marketing 54 7 (2020): 1581-1607. http://dx.doi.org/10.1108/ejm-02-2019-0181.
    Publicado • 10.1108/ejm-02-2019-0181
  11. Lages, C.R.; Piercy, N.F.; Malhotra, N.; Simões, C.. "Understanding the mechanisms of the relationship between shared values and service delivery performance of frontline employees". International Journal of Human Resource Management (2020): 1-24. http://www.scopus.com/inward/record.url?eid=2-s2.0-85046103022&partnerID=MN8TOARS.
    10.1080/09585192.2018.1464491
  12. Marbach, Julia; Lages, Cristiana; Nunan, Daniel; Ekinci, Yuksel. "Consumer engagement in online brand communities: the moderating role of personal values". European Journal of Marketing 53 9 (2019): 1671-1700. http://dx.doi.org/10.1108/ejm-10-2017-0721.
    10.1108/ejm-10-2017-0721
  13. Coelho, F.J.; Lages, C.R.; Sousa, C.M.P.. "Personality and the creativity of frontline service employees: linear and curvilinear effects". International Journal of Human Resource Management 29 17 (2018): 2580-2607. http://www.scopus.com/inward/record.url?eid=2-s2.0-84994813245&partnerID=MN8TOARS.
    10.1080/09585192.2016.1255982
  14. Marbach, J.; Lages, C.R.; Nunan, D.. "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 (2016): 502-525. http://www.scopus.com/inward/record.url?eid=2-s2.0-84954408063&partnerID=MN8TOARS.
    10.1080/0267257X.2015.1128472
  15. Mostafa, R.B.; Lages, C.R.; Shabbir, H.A.; Thwaites, D.. "Corporate Image: A Service Recovery Perspective". Journal of Service Research 18 4 (2015): 468-483. http://www.scopus.com/inward/record.url?eid=2-s2.0-84943774895&partnerID=MN8TOARS.
    10.1177/1094670515584146
  16. Lages, C.R.; Pfajfar, G.; Shoham, A.. "Challenges in conducting and publishing research on the middle east and Africa in leading journals". International Marketing Review 32 1 (2015): 52-77. http://www.scopus.com/inward/record.url?eid=2-s2.0-84923320547&partnerID=MN8TOARS.
    10.1108/IMR-12-2014-0374
  17. Mostafa, R.; Lages, C.R.; Sääksjärvi, M.. "The CURE scale: a multidimensional measure of service recovery strategy". Journal of Services Marketing 28 4 (2014): 300-310. http://www.scopus.com/inward/record.url?eid=2-s2.0-85006141565&partnerID=MN8TOARS.
    10.1108/JSM-09-2012-0166
  18. Lages, C.R.; Simões, C.M.N.; Fisk, R.P.; Kunz, W.H.. "Knowledge dissemination in the global service marketing community". Managing Service Quality: An International Journal 23 4 (2013): 272-290. http://www.scopus.com/inward/record.url?eid=2-s2.0-84879328722&partnerID=MN8TOARS.
    10.1108/MSQ-03-2013-0048
  19. Abrantes, J.L.; Seabra, C.; Lages, C.R.; Jayawardhena, C.. "Drivers of in-group and out-of-group electronic word-of-mouth (eWOM)". European Journal of Marketing 47 7 (2013): 1067-1088. http://www.scopus.com/inward/record.url?eid=2-s2.0-84880156519&partnerID=MN8TOARS.
    10.1108/03090561311324219
  20. Lages, C.R.; Piercy, N.F.. "Key drivers of frontline employee generation of ideas for customer service improvement". Journal of Service Research 15 2 (2012): 215-230. http://www.scopus.com/inward/record.url?eid=2-s2.0-84860646328&partnerID=MN8TOARS.
    10.1177/1094670511436005
  21. Lages, C.R.. "Employees' external representation of their workplace: Key antecedents". Journal of Business Research 65 9 (2012): 1264-1272. http://www.scopus.com/inward/record.url?eid=2-s2.0-84861760067&partnerID=MN8TOARS.
    10.1016/j.jbusres.2011.10.044
  22. Lages, L.F.; Abrantes, J.L.; Lages, C.R.. "The STRATADAPT scale: A measure of marketing strategy adaptation to international business markets". International Marketing Review 25 5 (2008): 584-600. http://www.scopus.com/inward/record.url?eid=2-s2.0-52649120317&partnerID=MN8TOARS.
    10.1108/02651330810904107
  23. Lages, L.F.; Lages, C.; Lages, C.R.. "European managers' perspective on export performance determinants". Journal of Euromarketing 15 2 (2006): 75-92. http://www.scopus.com/inward/record.url?eid=2-s2.0-33745596614&partnerID=MN8TOARS.
    10.1300/J037v15n02_05
  24. Lages, L.F.; Lages, C.; Lages, C.R.. "Main consequences of prior export performance results: An exploratory study of European exporters". Journal of Euromarketing 15 4 (2006): 57-75. http://www.scopus.com/inward/record.url?eid=2-s2.0-33750634112&partnerID=MN8TOARS.
    10.1300/J037v15n04_04
  25. Lages, L.F.; Lages, C.; Lages, C.R.. "Bringing export performance metrics into annual reports: The APEV scale and the PERFEX scorecard". Journal of International Marketing 13 3 (2005): 79-104. http://www.scopus.com/inward/record.url?eid=2-s2.0-33750630772&partnerID=MN8TOARS.
    10.1509/jimk.13.3.79
  26. Lages, C.; Lages, C.R.; Lages, L.F.. "The RELQUAL scale: A measure of relationship quality in export market ventures". Journal of Business Research 58 8 (2005): 1040-1048. http://www.scopus.com/inward/record.url?eid=2-s2.0-12344327561&partnerID=MN8TOARS.
    10.1016/j.jbusres.2004.03.001
  27. Lages, L.F.; Lages, C.R.. "The STEP Scale: A Measure of Short-Term Export Performance Improvement". Journal of International Marketing 12 1 (2004): 36-56. http://www.scopus.com/inward/record.url?eid=2-s2.0-1642371152&partnerID=MN8TOARS.
Capítulo de livro
  1. Marbach, Julia; Razavi, Niloofar Borghei; Lages, Cristiana R.; Hollebeek, Linda D.. "Positively and negatively valenced customer engagement: the constructs and their organizational consequences". In Handbook of Research on Customer Engagement, 291-310. Edward Elgar Publishing, 2019.
    10.4337/9781788114899.00021
  2. Giuliana Battisti; Yogesh K. Dwivedi; Adrian T.H. Kuah; Cristiana R. Lages. "Service measurement and definition: challenges and limitations.". In Managing services: Challenges and innovation, 7-20. 2014.
    Publicado
Tese / Dissertação
  1. Cristiana R. Lages. "Drivers of service recovery performance: perceived organisational support, learning and psychological job outcomes". Doutoramento, University of Warwick, Warwick Business School, 2007. https://core.ac.uk/reader/40033550.
Atividades

Comissão de avaliação

Descrição da atividade
Tipo de assessoria 		Instituição / Organização Entidade financiadora
2016/09 - 2019/04 External examiner at the London School of Economics - LSE (several modules across different Masters degrees)
2018 - 2018 PhD external examiner at Brunel University, London, England
2016 - 2016 PhD external examiner at Dublin City University, Republic of Ireland.
2010 - 2010 PhD external examiner at Universidade de Aveiro, Portugal.
Distinções

Prémio

2015 The Higher Education Academy (HEA) Fellow
2009 ULTA-2, University of Leeds Teaching Award Professional Standard
University of Leeds, Reino Unido