Browse by Author or creator

2024

Azer, Jaylan and Alexander, Matthew (2024) Human–machine engagement (HME) : conceptualization, typology of forms, antecedents, and consequences. Journal of Service Research. ISSN 1094-6705

Ghesh, Nada and Alexander, Matthew and Davis, Andrew (2024) The Artificial Intelligence enabled customer experience in tourism : a systematic literature review. Tourism Review, 79 (5). pp. 1017-1037. ISSN 1660-5373

Jaakkola, Elina and Alexander, Matthew (2024) Understanding and managing engagement journeys. Journal of Service Management, 35 (3). pp. 357-380. ISSN 1757-5818

Azer, Jaylan and Blasco-Arcas, Lorena and Alexander, Matthew (2024) Visual Modality of Engagement : conceptualization, typology of forms, and outcomes. Journal of Service Research, 27 (2). pp. 231-249. ISSN 1094-6705

Rihova, Ivana and Alexander, Matthew (2024) How do tour guides cope with knowledgeable tourists? Conceptualising knowledge/information asymmetry in tour-guiding contexts. Tourism Review. pp. 1-15. ISSN 1660-5373

2023

Alexander, Matthew and Vallström, Niklas (2023) Value co-destruction : problems and solutions. AMS Review, 13 (3-4). pp. 200-210. ISSN 1869-8182

Johnstone, Jane Hamilton and Bryce, Derek and Alexander, Matthew (2023) Irreconcilability of heritage missions : personalized and general tourism audiences. Annals of Tourism Research, 102. 103621. ISSN 0160-7383

Alexander, Matthew and Kils, Katharina (2023) Working with 'the passionate few' : the indirect benefits of actor engagement in mundane service settings. Journal of Service Management Research (SMR), 7 (2). pp. 99-111. ISSN 2511-8676

Lehto, Sissi and Alexander, Matthew and McLean, Graeme and Jaakkola, Elina (2023) Exploring pre-purchase engagement in digital B2B settings. In: Naples Forum on Services 2023, 2023-06-06 - 2023-06-09, Italy.

2022

Ozgen Genc, Tugce and Wilson, Juliette and Alexander, Matthew and Conduit, Jodie (2022) Using engagement to change entrenched practices around food waste. In: ANZMAC 2022, 2022-12-05 - 2022-12-07, Australia.

Binti Abu, Mimi and Alexander, Matthew and Wilson, Juliette (2022) Unintended consequences in mundane service settings. In: ANZMAC 2022, 2022-12-05 - 2022-12-07, Australia.

Evans, Brendan and Wilson, Juliette and Drakopoulou Dodd, Sarah and Alexander, Matthew (2022) Community engagement for social and environmental innovation : a Sicilian case study. In: Institute for Small Business and Entrepreneurship, 2022-10-27 - 2022-10-28, UK.

Lehto, Sissi and Alexander, Matthew and McLean, Graeme and Jaakkola, Elina (2022) Assessing the impact of marketing automation on customer engagement in B2B settings. In: 12th SERVSIG 2022, 2022-06-16 - 2022-06-18.

Alexander, Matthew and Azer, Jaylan; (2022) Negative customer engagement behavior in online social networks : understanding the nuance. In: Customer Engagement in Tourism Marketing. Edward Elgar, Cheltenham. (In Press)

Azer, Jaylan and Alexander, Matthew (2022) COVID-19 vaccination : engagement behavior patterns and implications for public health service communication. Journal of Service Theory and Practice, 32 (2). pp. 323-351. ISSN 2055-6225

2021

Raki, Amir and Nayer, Daud and Nazifi, Amin and Alexander, Matthew and Seyfi, Siamak (2021) Tourism recovery strategies during major crises : the role of proactivity. Annals of Tourism Research, 90. 103144. ISSN 0160-7383

2020

Blasco-Arcas, Lorena and Alexander, Matthew and Sörhammar, David and Jonas, Julia M. and Raithel, Sascha and Chen, Tom (2020) Organizing actor engagement : a platform perspective. Journal of Business Research, 118. pp. 74-85. ISSN 0148-2963

Fehrer, Julia A. and Conduit, Jodie and Plewa, Carolin and Li, Loic Pengtao and Jaakkola, Elina and Alexander, Matthew (2020) Market shaping dynamics : interplay of actor engagement and institutional work. Journal of Business and Industrial Marketing. ISSN 0885-8624

Azer, Jaylan and Alexander, Matthew (2020) Direct and indirect negatively valenced engagement behavior. Journal of Services Marketing, 34 (7). pp. 967-981. ISSN 0887-6045

Johnstone, Jane Hamilton and Bryce, Derek and Alexander, Matthew J. (2020) Using mobile methods to understand multifaceted heritage organisations. International Journal of Contemporary Hospitality Management, 32 (4). pp. 1675-1691. ISSN 0959-6119

Azer, Jaylan and Alexander, Matthew (2020) Negative customer engagement behaviour : the interplay of intensity and valence in online networks. Journal of Marketing Management, 36 (3-4). pp. 361-383. ISSN 0267-257X

2019

Karam, Esraa and Alexander, Matthew and Kumar, V. (2019) Customer Engagement Marketing (CEM) framework : a strategic perspective. In: 16th International Research Symposium on Advancing Service Research and Practice (2019), 2019-06-10 - 2019-06-13.

Thanvarachorn, Archareeporn and Alexander, Matthew and Doherty, Anne Marie (2019) Inauthentic engagement : the role of self-presentation in consumer engagement behaviour. In: 16th International Research Symposium on Advancing Service Research and Practice, 2019-06-10 - 2019-06-13.

Kaartemo, Valtteri and Jaakkola, Elina and Alexander, Matthew (2019) Roles of technology in actor engagement. In: 16th International Research Symposium on Advancing Service Research and Practice, 2019-06-10 - 2019-06-13.

Fehrer, Julia and Conduit, Jodie and Plewa, Carolin and Li, Loic and Jaakkola, Elina and Alexander, Matthew (2019) Actor engagement practices in market shaping. In: Naples Forum on Service, 2019-06-04 - 2019-06-07, Ischia.

2018

Jaakkola, Elina and Alexander, Matthew (2018) How does engagement affect customer journeys? In: Australia and New Zealand Marketing Academy Conference, 2018-12-03 - 2018-12-05, University of Adelaide.

Hollebeek, Linda and Jaakkola, Elina and Alexander, Matthew (2018) Beyond the dyadic: customer engagement in increasingly networked environments. Journal of Service Management, 29 (3). pp. 330-332. ISSN 1757-5818

Jaakkola, Elina and Alexander, Matthew (2018) How does engagement affect customer journeys and experience? In: 10th SERVSIG Conference, 2018-06-14 - 2018-06-16, IESEG School of Management.

Johnstone, Jane and Alexander, Matthew and Bryce, Derek (2018) Delivering integrated and customised service experiences within a heterogeneous cultural organisation. In: 10th SERVSIG Conference, 2018-06-14 - 2018-06-16, IESEG School of Management.

Karam, Esraa and Alexander, Matthew (2018) Exploring customer engagement marketing (CEM) and its impact on customer engagement behaviour (CEB) stimulation. In: 10th SERVSIG Conference, 2018-06-14 - 2018-06-16, IESEG School of Management.

Liana Binti Abu, Mimi and Alexander, Matthew (2018) Transforming mundane experiences : exploring customer well-being of the commuting journey. In: 10th SERVSIG Conference, 2018-06-14 - 2018-06-16, IESEG School of Management.

Jaylan Helmy Shaker Azer, J and Alexander, Matthew (2018) The impact of negatively valenced influencing behavior. In: 10th SERVSIG Conference, 2018-06-14 - 2018-06-16, IESEG School of Management.

Azer, Jaylan and Alexander, Matthew (2018) Conceptualizing negatively-valenced influencing behavior : forms and triggers. Journal of Service Management. ISSN 1757-5818

Murdy, Samantha and Alexander, Matthew and Bryce, Derek (2018) What pulls ancestral tourists 'home'? An analysis of ancestral tourist motivations. Tourism Management, 64. pp. 13-19. ISSN 0261-5177

Alexander, Matthew J. and Jaakkola, Elina and Hollebeek, Linda D. (2018) Zooming out : actor engagement beyond the dyadic. Journal of Service Management. ISSN 1757-5818

2017

Hamilton, Kathleen and Alexander, Matthew (2017) Spatial, temporal and social dimensions of a ‘destination-in-motion’. European Journal of Marketing, 51 (11/12). pp. 2101-2117. ISSN 0309-0566

Bryce, Derek and Murdy, Samantha and Alexander, Matthew (2017) Diaspora, authenticity and the imagined past. Annals of Tourism Research, 66. pp. 49-60. ISSN 0160-7383

Blasco, Lorena and Alexander, Matthew and Chen, Tom and Jonas, Julia and Raithel, Sasha and Sörhammar, David (2017) Actor engagement platforms : exploring business actor engagement in complex service systems. In: Frontiers in Service 2017, 2017-06-22 - 2017-06-25, Fordham University.

Blasco, Lorena and Alexander, Matthew and Chen, Tom and Jonas, Julia and Raithel, Sasha and Sörhammar, David (2017) Exploring business actor engagement in service systems through engagement platforms. In: 15th International Research Symposium on Service Excellence in Management, 2017-06-12 - 2017-06-15, University of Porto.

Alexander, Matthew and Blasco-Arcas, Lorena and Chen, Tom and Jonas, Julia and Raithel, Sascha and Sörhammar, David (2017) Facilitating, enabling and evolving : the role of actor engagement platforms in complex service settings. In: 5th Naples Forum on Services, 2017-06-06 - 2017-06-09, Grand Hotel Cocumella.

Johnstone, Jane and Bryce, Derek and Alexander, Matthew (2017) Organisational convergence, ancestral tourism and provision of cultural heritage. In: 2nd International Conference on Tourism and Leisure Studies, 2017-04-06 - 2017-04-07, University of British Columbia.

Alexander, Matthew and Bryce, Derek and Murdy, Samantha (2017) Delivering the past : providing personalized ancestral tourism experiences. Journal of Travel Research, 56 (4). pp. 543-555. ISSN 0047-2875

2016

Murdy, Samantha and Alexander, Matthew and Bryce, Derek (2016) Role conflict and changing heritage practice : ancestral tourism in Scotland. Journal of Marketing Management, 32 (15-16). pp. 1494-1512. ISSN 0267-257X

Alexander, Matthew and Hamilton, Kathy (2016) Recapturing place identification through community heritage marketing. European Journal of Marketing, 50 (7/8). pp. 1118-1136. ISSN 0309-0566

Caemmerer, Barbara and Brock, Christian and Evanschitzky, Heiner and Alexander, Matthew (2016) Public service satisfaction, citizen trust and participation. In: World Marketing Congress, 2016-07-19 - 2016-07-23, IESEG School of Management.

Rihova, Ivana and Alexander, Matthew (2016) Resource asymmetry in service encounters : coping strategies and outcomes for front-line employees. In: AMA Servsig 2016, 2016-06-17 - 2016-06-19, Maastricht University.

Murdy, Samantha and Alexander, Matthew (2016) Who owns it? When communities brand destinations. In: CAUTHE 26th Annual Conferece, 2016-02-08 - 2016-02-11.

Alexander, Matthew and Wunderlich, Nancy (2016) When engagement leads to intensity : an exploratory study on the nature of cocreation intensity. In: AMA Servsig 2016, 2016-06-17 - 2016-06-19, Maastricht University.

2015

Alexander, Matthew and Jaakkola, Elina; Brodie, Roderick and Hollebeek, Linda and Conduit, Jodie, eds. (2015) Customer engagement and value co-creation. In: Customer Engagement. Routledge Taylor & Francis Group, Abingdon, pp. 3-20. ISBN 9781138847385

Alexander, Matthew and Hamilton, Kathy (2015) A 'placeful' station? The community role in place making and improving hedonic value at local railway stations. Transportation Research Part A: Policy and Practice, 82. pp. 65-77. ISSN 0965-8564

Alexander, Matthew and Murdy, Samantha and Bryce, Derek (2015) Cocreating history : a new perspective on the old problem of role conflict and stress. In: Naples Forum on Service 2015, 2015-06-09 - 2015-06-12.

Murdy, Samantha and Alexander, Matthew and Bryce, Derek; Wilson, E and Witsel, M, eds. (2015) Evaluating the ancestral tourism market. In: CAUTHE 2015. Gold Coast, QLD: School of Business and Tourism, Southern Cross University, AUS, pp. 634-637. ISBN 9780987050762

Murdy, Samantha and Alexander, Matthew (2015) Community destination branding : potential and paradox. In: World Marketing Congress, 2015-07-14 - 2015-10-18.

2014

Alexander, Matthew and Bryce, Derek and Murdy, Samantha (2014) Connecting with the past : meeting the needs of ancestral tourists in Scotland. In: Heritage Tourism and Hospitality International Conference - HTHIC2014, 2014-11-06 - 2014-11-09, Boğaziçi University.

Jaakkola, Elina and Alexander, Matthew (2014) The role of customer engagement behavior in value co-creation : a service system perspective. Journal of Service Research, 17 (3). pp. 247-261. ISSN 1094-6705

Alexander, Matthew and Hamilton, Kathy (2014) Who is Working for Who? Exploitation, Empowerment and Cocreation. In: AMA SERVSIG 2014 International Research Conference, 2014-06-13 - 2014-06-15, University of Macedonia.

Alexander, Matthew and Hamilton, Kathy (2014) Preserving the past, present and future : consumer involvement in community heritage marketing. In: 2014 AMA Winter Marketing Educators' Conference, 2014-02-20 - 2014-02-23, Florida.

Alexander, Matthew J. and Beveridge, Euan and MacLaren, Andrew C. and O'Gorman, Kevin D. (2014) "Responsible drinkers create all the atmosphere of a mortuary" : policy implementation of responsible drinking in Scotland. International Journal of Contemporary Hospitality Management, 26 (1). pp. 18-34. ISSN 0959-6119

Alexander, Matthew (2014) Book review : Ethics in Qualitative Research (2nd Ed) Edited by TIna Miller, Maxine Birch, Melanie Mauther and Julie Jessop. [Review]

2013

Hamilton, Kathy and Alexander, Matthew (2013) Caring about the community : exploring place transformation through adopt a station. In: European Conference for the Association for Consumer Research, 2013-07-04 - 2013-07-07.

Hamilton, Kathy and Alexander, Matthew (2013) Organic community tourism : a cocreated approach. Annals of Tourism Research, 42. 169–190. ISSN 0160-7383

2012

Alexander, Matthew and Hamilton, Kathy (2012) Labour of love : reforging community ownership and identity. In: Association of Consumer Research, 2012-10-04 - 2012-10-06.

Alexander, Matthew and Maclaren, Andrew and O'Gorman, Kevin D and Taheri, Babak (2012) “He just didn’t seem to understand the banter” : bullying or simply establishing social cohesion? Tourism Management, 33 (5). pp. 1245-1255. ISSN 0261-5177

Alexander, Matthew and Maclaren, Andrew and O'Gorman, Kevin D and White, Christopher (2012) Priority queues : where social justice and equity collide. Tourism Management, 33 (4). pp. 875-884. ISSN 0261-5177

Alexander, Matthew (2012) Cocreation: exploring the indirect effects in low-contact settings. In: AMA: Servsig, 2012-06-06 - 2012-06-09.

Jaakkola, Elina and Alexander, Matthew (2012) The role of customer engagement in value co-creation within a multi-actor service system. In: AMA SERVSIG International Research Conference 2012, 2012-06-07.

Alexander, Matthew (2012) ScotRail and Adopt A Station : the indirect benefits of community involvement in public transport spaces. Scottish Transport Review, 54 (April). pp. 18-20.

Hamilton, Kathy and Alexander, Matthew (2012) 'Labour of Love' : exploring community regeneration through Adopt A Station. In: BSA Annual Conference, 2011-04-15.

Alexander, Matthew and Evanschitzky, Heiner and Murray, Rowena (2012) Value Co-Creation: Exploring the Effects of Collaborating with a Proactive Generation of Customers. PhD thesis, University Of Strathclyde.

2011

Alexander, Matthew and Jaakkola, Elina (2011) Exploring value co-creation within networks : actor-to-actor service provision within a public transport service system. In: Industrial Marketing and Purchasing Conference, 2011-08-31 - 2011-09-03.

Jaakkola, Elina and Alexander, Matthew (2011) Exploring co-creation networks : creating balanced centricity within a public transport service. In: Naples Forum on Services, 2011-06-14 - 2011-06-17.

2010

Alexander, Matthew (2010) Solution selling and value co-creation : different forms and contexts. In: Frontiers in Service Service and Solution Innovation Pre-Conference, 2010-06-10.

Alexander, Matthew and Yellowlees, John (2010) Co-creating community solutions with customers : the case of First ScotRail. In: Academy of Marketing Science, 2010-05-26 - 2010-05-29.

Alexander, Matthew and Chen, Chein Chuan and Maclaren, Andrew C. and O'Gorman, Kevin D. (2010) Love motels : oriental phenomenon or emergent sector? International Journal of Contemporary Hospitality Management, 22 (2). pp. 194-208. ISSN 0959-6119

Alexander, Matthew and O'Gorman, Kevin D. and Woods, Katie (2010) Nutritional labelling in restaurants : whose responsibility is it anyway? International Journal of Contemporary Hospitality Management, 22 (4). pp. 572-579. ISSN 0959-6119

2009

Alexander, Matthew (2009) Service-dominant logic, loyalty and performance. In: European Institute for Advanced Studies in Management (EIASM), 2009 Naples Forum on Service, 2009-06-16 - 2009-06-19. (Unpublished)

Alexander, M. and Lynch, P. and Murray, R. (2009) Reassessing the core of hospitality management education : the continuing importance of training restaurants. Journal of Hospitality, Leisure, Sport and Tourism Education, 8 (1). pp. 55-69. ISSN 1473-8376

2008

Alexander, Matthew; Murray, Rowena, ed. (2008) A practitioner's perspective. In: The Scholarship of Teaching and Learning in Higher Education. Open University Press, Maidenhead. ISBN 0335234461; 9780335234462

Alexander, Matthew (2008) Investigating perceptions of hospitality as an academic subject. In: Council for Hospitality Management Education, 17th Annual Research Conference, 2008-05-14 - 2008-05-16. (Unpublished)

Alexander, Matthew and Reid, E. and Losekoot, E. (2008) When change doesn't happen: the impact of culture on a submarine base. In: Council for Hospitality Management Education, 17th Annual Research Conference, 2008-05-14 - 2008-05-16. (Unpublished)

Alexander, Matthew and Losekoot, E. and Reid, E. (2008) How change does not happen: the impact of culture on a submarine base. Tourism and Hospitality Research, 8 (4). pp. 255-264. ISSN 1467-3584

2007

Alexander, Matthew (2007) Purple rinses and pseudo escofferian menus : the problem with training restaurants. Hospitality Review, 9 (3). pp. 29-36. ISSN 1464-9101

Alexander, M. (2007) Reflecting on changes in operational training in UK hospitality management degree programmes. International Journal of Contemporary Hospitality Management, 19 (3). pp. 211-220. ISSN 0959-6119