Ozuem, Wilson and Ranfagni, Silvia and Willis, Michelle and Howell, Kerry and Rovai, Serena (2024) The nature and determinants of user-generated content for dissatisfied customers: evidence from second-hand luxury fashion brands. Qualitative Market Research: An International Journal. ISSN 1352-2752

Ozuem, Wilson and Ranfagni, Silvia and Willis, Michelle and Salvietti, Giada and Howell, Kerry (2024) Exploring the relationship between chatbots, service failure recovery and customer loyalty: a frustration–aggression perspective. Psychology and Marketing. ISSN 1520-6793

Ozuem, Wilson and Ranfagni, Silvia and Willis, Michelle (2024) Digital transformation for fashion and luxury brands: theory and practice. Palgrave Macmillan, Cham. ISBN 9783031355899