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

  • Dual perspective on the role of xenophobia in service sabotage
    Selma Kadić-Maglajlić, Cristiana R. Lages, Mohamed Sobhy Temerak
    Tourism Management, 2024
    This paper contributes to the literature by examining xenophobia among tourism employees and its relationship with service sabotage, which was not previously explored. Two studies are conducted. A survey study is conducted with 194 frontline employees working in tourism, and 297 tourists participated in an experimental study. Based on the findings, xenophobia mediates the relationship between employee community attachment and service sabotage, with employees' moral identity and emotional regulation influencing this relationship. Furthermore, tourists' desire for revenge when experiencing service sabotage is both directly and indirectly affected by the attributions of cultural differences and discrimination. Notably, if tourists attribute the sabotage to xenophobia, this will not increase the desire for revenge. This research advances the understanding of the complex dynamics among employee xenophobia, service sabotage, and customer revenge in tourism.
  • The dark side of virtual agents: Ohhh no!
    Rania B. Mostafa, Cristiana R. Lages, Ahmed Shaalan
    International Journal of Information Management, 2024
  • No time to lie: Examining the identity of pro-vaccination and anti-vaccination supporters through their user-generated content
    Selma Kadić-Maglajlić, Cristiana R. Lages, Eleonora Pantano
    Social Science and Medicine, 2024
    OBJECTIVE: This study delves into the social identity of pro-vaccination and anti-vaccination supporters, emphasizing an understanding of the values that shape these distinct identities. Furthermore, the research highlights that user-generated content pertaining to vaccines offers valuable insights into the underlying personal values of both pro-vaccination and anti-vaccination groups. METHOD: We constructed a textual dataset based on 142,596 tweets. This data was analyzed in three steps. First, the linguistic characteristics of the textual data, together with the underlying personal values of the text creators, were identified using LIWC software. Second, the identified personal values were used as an input for the moderation analysis, which examined the relationship between personal values and social identity for pro- and anti-vaccination groups. Finally, an automated, in-depth text analysis was conducted in Mathematica to understand the narratives created by both groups. RESULTS: The study findings indicate that both pro-vaccination and anti-vaccination supporters display characteristics of subcultures with distinct group identities. Consequently, based on the results, there is a need for more tailored public health communication strategies that address these two groups separately. CONCLUSIONS: Understanding how users create health-related content based on their personal values is crucial. Acknowledging and appreciating the diverse personal values and identities within different groups in the vaccination discourse can inform health communication efforts, aligning these efforts with the specific values of each group. This targeted communication is vital for effectively conveying relevant peer-reviewed health information amid the abundance of health-related user-generated content.
  • A systematic review and bibliometric analysis of the dark side of customer behavior: An integrative customer incivility framework
    Cristiana R. Lages, Rodrigo Perez-Vega, Selma Kadić-Maglajlić, Niloofar Borghei-Razavi
    Journal of Business Research, 2023
    The dark side of customer behavior has been receiving increasing attention in the business and management literature in recent years. Scholars have used various terminologies to study those customer behaviors that disrupt service delivery, affect organizational performance, and impact on employees’ well-being. In this study, through a systematic literature review and bibliometric analysis of 246 academic articles, we identify three clusters within the dark side of customer behavior literature: (1) customer dysfunctional behavior; (2) customer revenge and rage as forms of customer misbehavior; and (3) customer mistreatment and incivility-related clusters. Based on these three identified clusters of the literature, we propose an integrative framework of customer incivility as customer incivility is the current centerpiece of the literature on the dark side of customer behavior. In doing so, we identify various research gaps and suggest effective avenues for future works in this research stream.
  • Observing customer stress and engagement: An intercultural perspective
    Mohamed Sobhy Temerak, Ruby Wenjiao Zhang, Cristiana Raquel Lages
    Psychology and Marketing, 2023
    Abstract Since observing customers outnumber focal customers in most service interactions, service managers aim to engage them despite triggers, such as service incivility. This research contributes to the understanding of the role of stress in observing customers' engagement (CE). It answers two RQs: (1) What is the relationship between their stress and engagement?; (2) What are the triggers of stress? Since ethnically different people pay different levels of attention to contextual and social factors, two sequential scenario‐based experiments are adopted to study two triggers of stress (i.e., availability of information about an incivility incident, and ethnic similarity between the observing customer and the mistreated employee), which impacts CE in an intercultural service encounter. Study 1 compares being exposed to full versus partial information and demonstrates that full information about the incivility incident increases observers' psychological stress, which reduces their behavioral and emotional engagement. Study 2 compares how white and black observers react to ethnic similarity between the observing customer and the mistreated employee. Results show that incivility triggers outward psychological stress in white and black observers. In turn, black observers' outward stress reduces their behavioral engagement, while white observers' behavioral engagement is reduced by both their inward and outward stress.
  • Understanding the role of frontline employee felt obligation in services
    Neeru Malhotra, Nicholas Ashill, Cristiana R. Lages, Amir Homayounfard
    Service Industries Journal, 2022
    Drawing on social exchange theory, this study investigates the mechanism of felt obligation underpinning the link between three key forms of perceived support (organization, supervisor, and team) and three key frontline employee work outcomes. The study also examines felt obligation - employee work outcomes relationships under the boundary condition of perceived fairness in reward allocation to explore if felt obligation preserves employee support despite unfair outcomes. Data obtained from 347 frontline employees in a call center organization largely support our hypotheses. Our findings demonstrate that perceived supervisor and team support exert a greater influence on felt obligation than the commonly investigated perceived organizational support. Our findings underscore the importance of felt obligation as an influential social exchange force that stimulates affective commitment and reduces turnover intentions of employees even under conditions when fairness in reward allocation is perceived to be lower. Felt obligation also influences service recovery performance positively.
  • The role of the service manager's perceived career success in frontline employees’ learning processes and service improvement
    Ad de Jong, Jeroen J.L. Schepers, Cristiana R. Lages, Selma Kadić-Maglajlić
    Journal of Business Research, 2021
  • Reshaping the contexts of online customer engagement behavior via artificial intelligence: A conceptual framework
    Rodrigo Perez-Vega, Valtteri Kaartemo, Cristiana R. Lages, Niloofar Borghei Razavi, Jaakko Männistö
    Journal of Business Research, 2021
    As new applications of artificial intelligence continue to emerge, there is an increasing interest to explore how this type of technology can improve automated service interactions between the firm and its customers. This paper aims to develop a conceptual framework that details how firms and customers can enhance the outcomes of firm-solicited and firm-unsolicited online customer engagement behaviors through the use of information processing systems enabled by artificial intelligence. By building on the metaphor of artificial intelligence systems as organisms and taking a Stimulus-Organism-Response theory perspective, this paper identifies different types of firm-solicited and firm-unsolicited online customer engagement behaviors that act as stimuli for artificial intelligence organisms to process customer-related information resulting in both artificial intelligence and human responses which, in turn, shape the contexts of future online customer engagement behaviors.
  • Friend or foe? Customer engagement's value-based effects on fellow customers and the firm
    Moira K. Clark, Cristiana Raquel Lages, Linda D. Hollebeek
    Journal of Business Research, 2020
  • Employee adaptive and proactive service recovery: a configurational perspective
    Graca Miranda Silva, Filipe Coelho, Cristiana R. Lages, Marta Reis
    European Journal of Marketing, 2020
    PurposeThis study aims to investigate the configurations that drive employee service recovery. Rather than analyzing the net effects of individual antecedents of service recovery, which is the common approach in the literature, this study uses a configurational approach to investigate how five antecedents (customer service orientation, rewards, teamwork, empowerment and customer service training) combine to yield employee adaptive and proactive service recovery behaviors.Design/methodology/approachThe study collects responses from 90 frontline employees through an online survey. Building on configurational theory, the authors developed and empirically validated four research propositions by using a fuzzy-set qualitative comparative analysis.FindingsThree equifinal configurations of managerial practices result in either employee proactive or adaptive service recovery behaviors. Two of these three configurations result in both adaptive and proactive behaviors. In addition, the findings show that two out of the three configurations that lead to proactive behavior in service recovery also lead to the simultaneous existence of proactive and adaptive behaviors in service recovery. None of the sufficient configurations require the presence of all managerial practices. These results underscore that managers do not have to act on every single managerial intervention area to promote service recovery.Research limitations/implicationsThe study advances the knowledge on the antecedents of employee behavior in service recovery by investigating how these antecedents combine to yield different recipes for developing either employee adaptive or proactive behavior in service recovery.Practical implicationsThe findings provide insights for managers into the different combinations of practices that can be used to develop employee proactive or adaptive behavior in service recovery.Originality/valueTo the best of the authors’ knowledge, this is the first study that relies on a configurational approach to understand the combinations of managerial practices that result in employee proactive and adaptive behaviors in service recovery.
  • Understanding the mechanisms of the relationship between shared values and service delivery performance of frontline employees
    Cristiana R. Lages, Nigel F. Piercy, Neeru Malhotra, Cláudia Simões
    International Journal of Human Resource Management, 2020
  • Consumer engagement in online brand communities: the moderating role of personal values
    Julia Marbach, Cristiana Lages, Daniel Nunan, Yuksel Ekinci
    European Journal of Marketing, 2019
  • Positively and negatively valenced customer engagement: The constructs and their organizational consequences
    Julia Marbach, Niloofar Borghei Razavi, Cristiana R. Lages, Linda D. Hollebeek
    Handbook of Research on Customer Engagement, 2019
  • Personality and the creativity of frontline service employees: linear and curvilinear effects
    Filipe J. Coelho, Cristiana R. Lages, Carlos M. P. Sousa
    International Journal of Human Resource Management, 2018
  • Service Recovery Strategies and Perceived Justice: The Moderating Role of Psychological Contract Violation
    Rania Mostafa, Cristiana Raquel Lages
    Developments in Marketing Science Proceedings of the Academy of Marketing Science, 2017
  • Who are you and what do you value? Investigating the role of personality traits and customer-perceived value in online customer engagement
    Julia Marbach, Cristiana Raquel Lages, Daniel Nunan
    Journal of Marketing Management, 2016
  • Personality and the Creativity of Frontline Service Employees: Exploring Quadratic and Moderating Effects
    Carlos M. P. Sousa, Filipe Coelho, Cristiana Lages
    Developments in Marketing Science Proceedings of the Academy of Marketing Science, 2016
  • The Relationship Between Personality and the Creativity of Frontline Employees: Evidence from Services
    Filipe Coelho, Cristiana R. Lages, Carlos M. P. Sousa
    Developments in Marketing Science Proceedings of the Academy of Marketing Science, 2016
  • Corporate Image: A Service Recovery Perspective
    Rania B. Mostafa, Cristiana R. Lages, Haseeb A. Shabbir, Des Thwaites
    Journal of Service Research, 2015
  • Challenges in conducting and publishing research on the middle east and Africa in leading journals
    Cristiana R. Lages, Gregor Pfajfar, Aviv SHOHAM
    International Marketing Review, 2015
  • The CURE scale: a multidimensional measure of service recovery strategy
    Rania Mostafa, Cristiana R. Lages, Maria Sääksjärvi
    Journal of Services Marketing, 2014
  • Knowledge dissemination in the global service marketing community
    Cristiana R. Lages, Cláudia M.N. Simões, Raymond P. Fisk, Werner H. Kunz
    Managing Service Quality an International Journal, 2013
  • Drivers of in-group and out-of-group electronic word-of-mouth (eWOM)
    José Luís Abrantes, Cláudia Seabra, Cristiana Raquel Lages, Chanaka Jayawardhena
    European Journal of Marketing, 2013
  • Employees' external representation of their workplace: Key antecedents
    Cristiana Raquel Lages
    Journal of Business Research, 2012
  • Key drivers of frontline employee generation of ideas for customer service improvement
    Cristiana R. Lages, Nigel F. Piercy
    Journal of Service Research, 2012
  • The STRATADAPT scale: A measure of marketing strategy adaptation to international business markets
    Luis Filipe Lages, José Luís Abrantes, Cristiana Raquel Lages
    International Marketing Review, 2008
  • Main consequences of prior export performance results: An exploratory study of European exporters
    Luis Filipe Lages, Carmen Lages, Cristiana Raquel Lages
    Journal of Euromarketing, 2006
  • European managers' perspective on export performance determinants
    Luis Filipe Lages, Carmen Lages, Cristiana Raquel Lages
    Journal of Euromarketing, 2006
  • The RELQUAL scale: A measure of relationship quality in export market ventures
    Carmen Lages, Cristiana Raquel Lages, Luis Filipe Lages
    Journal of Business Research, 2005
  • Bringing export performance metrics into annual reports: The APEV scale and the PERFEX scorecard
    Luis Filipe Lages, Carmen Lages, Cristiana Raquel Lages
    Journal of International Marketing, 2005
  • The STEP Scale: A Measure of Short-Term Export Performance Improvement
    Luis Filipe Lages, Cristiana Raquel Lages
    Journal of International Marketing, 2004

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