Cristiana R. Lages

@uminho.pt

Center for Economics and Management (NIPE), Marketing & Strategy, School of Economics and Management, University of Minho
Universidade do Minho

Cristiana R. Lages


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https://researchid.co/crislages

EDUCATION

Doutoramento (premiado com Sem correções- nota máxima)
Marketing and Strategic Management Group, Warwick Business School, Universidade de Warwick, Reino Unido
Tese: ‘Drivers of service recovery performance: Perceived organisational support, learning, and psychological job 2007

Mestrado em Negócios e Economia (MSc in Business and Economics), Manchester School of Management, UMIST
(atualmente Alliance Manchester Business School, Universidade de Manchester), Reino Unido. 2002

Licenciatura em Economia, Faculdade de Economia, Universidade do Porto (FEP), Portugal. 2001

RESEARCH, TEACHING, or OTHER INTERESTS

Business and International Management, Marketing, Organizational Behavior and Human Resource Management, Multidisciplinary
31

Scopus Publications

3791

Scholar Citations

23

Scholar h-index

27

Scholar i10-index

Scopus Publications

RECENT SCHOLAR PUBLICATIONS

  • No time to lie: Examining the identity of pro-vaccination and anti-vaccination supporters through user-generated content
    S Kadić-Maglajlić, CR Lages, E Pantano
    Social Science & Medicine 347, 116721 , 2024
    2024
    Citations: 5
  • The dark side of virtual agents: Ohhh no!
    RB Mostafa, CR Lages, A Shaalan
    International Journal of Information Management 75, 102721 , 2024
    2024
    Citations: 35
  • Dual perspective on the role of xenophobia in service sabotage
    S Kadić-Maglajlić, CR Lages, MS Temerak
    Tourism Management 101, 104831 , 2024
    2024
    Citations: 11
  • Customer Emotions: Pre-, During and Post-recovery
    CR Lages, W Zhang, M Clark, A Myers
    Servsig 2024 , 2024
    2024
  • A systematic review and bibliometric analysis of the dark side of customer behavior: An integrative customer incivility framework
    CR Lages, R Perez-Vega, S Kadić-Maglajlić, N Borghei-Razavi
    Journal of Business Research 161, 113779 , 2023
    2023
    Citations: 118
  • Observing customer stress and engagement: An intercultural perspective
    MS Temerak, RW Zhang, CR Lages
    Psychology & Marketing 40 (5), 910-925 , 2023
    2023
    Citations: 10
  • Revenge on Behalf of Another Customer in​ an Intercultural Service Encounter: Cultural Differences or Discrimination​
    ST Mohamed, W Zhang, C Lages
    Frontiers in Service , 2023
    2023
  • Observing customer stress and engagement: An intercultural perspective. Psychology & Marketing, 40 (5)
    SH Mohamed, W Zhang, C Lages
    Psychology and Marketing 40 (5), 910 , 2023
    2023
  • Understanding the role of frontline employee felt obligation in services: 解读在服务领域一线员工中感知义务的作用
    N Malhotra, N Ashill, CR Lages, A Homayounfard
    The Service Industries Journal 42 (11-12), 843-871 , 2022
    2022
    Citations: 23
  • Drivers of observing customers’ well-being and engagement in a manager-employee aggression context.
    SH Mohamed, W Zhang, C Lages
    Servsig , 2022
    2022
  • The role of the service manager’s perceived career success in frontline employees’ learning processes and service improvement
    A De Jong, JJL Schepers, CR Lages, S Kadić-Maglajlić
    Journal of Business Research 134, 601-617 , 2021
    2021
    Citations: 18
  • Reshaping the contexts of online customer engagement behavior via artificial intelligence: A conceptual framework
    R Perez-Vega, V Kaartemo, CR Lages, NB Razavi, J Männistö
    Journal of Business Research 129, 902-910 , 2021
    2021
    Citations: 382
  • Friend or foe? Customer engagement’s value-based effects on fellow customers and the firm
    MK Clark, CR Lages, LD Hollebeek
    Journal of Business Research 121, 549-556 , 2020
    2020
    Citations: 117
  • Understanding the mechanisms of the relationship between shared values and service delivery performance of frontline employees
    CR Lages, NF Piercy, N Malhotra, C Simões
    The International Journal of Human Resource Management 31 (21), 2737-2760 , 2020
    2020
    Citations: 41
  • Employee adaptive and proactive service recovery: a configurational perspective
    GM Silva, F Coelho, CR Lages, M Reis
    European Journal of Marketing 54 (7), 1581-1607 , 2020
    2020
    Citations: 27
  • I Revenge for Others I Do Not Know: The Role of Intercultural Competence in Moderating Customer Revenge to Service Failure Occurred to Adjacent Customer.
    SH Mohamed, W Zhang, C Lages
    Association for Consumer Research Conference , 2020
    2020
  • Positively and negatively valenced customer engagement: the constructs and their organizational consequences
    J Marbach, NB Razavi, CR Lages, LD Hollebeek
    Handbook of Research on Customer Engagement, 291-310 , 2019
    2019
    Citations: 3
  • Consumer engagement in online brand communities: the moderating role of personal values
    J Marbach, C Lages, D Nunan, Y Ekinci
    European Journal of Marketing 53 (9), 1671-1700 , 2019
    2019
    Citations: 147
  • Personality and the creativity of frontline service employees: linear and curvilinear effects
    FJ Coelho, CR Lages, CMP Sousa
    The International Journal of Human Resource Management 29 (17), 2580-2607 , 2018
    2018
    Citations: 56
  • Service Recovery Strategies and Perceived Justice: The Moderating Role of Psychological Contract Violation
    R Mostafa, CR Lages
    The Customer is NOT Always Right? Marketing Orientationsin a Dynamic … , 2017
    2017

MOST CITED SCHOLAR PUBLICATIONS

  • The RELQUAL scale: a measure of relationship quality in export market ventures
    C Lages, CR Lages, LF Lages
    Journal of business research 58 (8), 1040-1048 , 2005
    2005
    Citations: 731
  • Reshaping the contexts of online customer engagement behavior via artificial intelligence: A conceptual framework
    R Perez-Vega, V Kaartemo, CR Lages, NB Razavi, J Männistö
    Journal of Business Research 129, 902-910 , 2021
    2021
    Citations: 382
  • Who are you and what do you value? Investigating the role of personality traits and customer-perceived value in online customer engagement
    J Marbach, CR Lages, D Nunan
    Journal of Marketing Management 32 (5-6), 502-525 , 2016
    2016
    Citations: 363
  • The STEP scale: a measure of short-term export performance improvement
    LF Lages, CR Lages
    Journal of international marketing 12 (1), 36-56 , 2004
    2004
    Citations: 309
  • Drivers of in‐group and out‐of‐group electronic word‐of‐mouth (eWOM)
    JL Abrantes, C Seabra, CR Lages, C Jayawardhena
    European Journal of Marketing , 2013
    2013
    Citations: 232
  • Key drivers of frontline employee generation of ideas for customer service improvement
    CR Lages, NF Piercy
    Journal of Service Research 15 (2), 215-230 , 2012
    2012
    Citations: 225
  • The STRATADAPT scale: A measure of marketing strategy adaptation to international business markets
    L Filipe Lages, J Luís Abrantes, C Raquel Lages
    International marketing review 25 (5), 584-600 , 2008
    2008
    Citations: 183
  • Corporate image: A service recovery perspective
    RB Mostafa, CR Lages, HA Shabbir, D Thwaites
    Journal of service research 18 (4), 468-483 , 2015
    2015
    Citations: 160
  • Bringing export performance metrics into annual reports: The APEV scale and the PERFEX scorecard
    LF Lages, C Lages, CR Lages
    Journal of International Marketing 13 (3), 79-104 , 2005
    2005
    Citations: 159
  • Consumer engagement in online brand communities: the moderating role of personal values
    J Marbach, C Lages, D Nunan, Y Ekinci
    European Journal of Marketing 53 (9), 1671-1700 , 2019
    2019
    Citations: 147
  • Challenges in conducting and publishing research on the Middle East and Africa in leading journals
    CR Lages, G Pfajfar, A Shoham
    International marketing review 32 (1), 52-77 , 2015
    2015
    Citations: 131
  • A systematic review and bibliometric analysis of the dark side of customer behavior: An integrative customer incivility framework
    CR Lages, R Perez-Vega, S Kadić-Maglajlić, N Borghei-Razavi
    Journal of Business Research 161, 113779 , 2023
    2023
    Citations: 118
  • Friend or foe? Customer engagement’s value-based effects on fellow customers and the firm
    MK Clark, CR Lages, LD Hollebeek
    Journal of Business Research 121, 549-556 , 2020
    2020
    Citations: 117
  • The CURE scale: a multidimensional measure of service recovery strategy
    R Mostafa, C R. Lages, M Sääksjärvi
    Journal of Services Marketing 28 (4), 300-310 , 2014
    2014
    Citations: 89
  • Employees' external representation of their workplace: Key antecedents
    CR Lages
    Journal of Business Research 65 (9), 1264-1272 , 2012
    2012
    Citations: 62
  • Personality and the creativity of frontline service employees: linear and curvilinear effects
    FJ Coelho, CR Lages, CMP Sousa
    The International Journal of Human Resource Management 29 (17), 2580-2607 , 2018
    2018
    Citations: 56
  • European managers' perspective on export performance determinants
    LF Lages, C Lages, CR Lages
    Journal of Euromarketing 15 (2), 75-92 , 2006
    2006
    Citations: 49
  • Understanding the mechanisms of the relationship between shared values and service delivery performance of frontline employees
    CR Lages, NF Piercy, N Malhotra, C Simões
    The International Journal of Human Resource Management 31 (21), 2737-2760 , 2020
    2020
    Citations: 41
  • Main consequences of prior export performance results: an exploratory study of European exporters
    LF Lages, C Lages, CR Lages
    Journal of Euromarketing 15 (4), 57-75 , 2006
    2006
    Citations: 39
  • The dark side of virtual agents: Ohhh no!
    RB Mostafa, CR Lages, A Shaalan
    International Journal of Information Management 75, 102721 , 2024
    2024
    Citations: 35