Cristiana R. Lages is Associate Professor with Habilitation at University of Minho. Previously, she was the Associate Director of the Service Management Lab and a researcher financed by Foundation for Science and Technology (Portugal) at CEGE, Universidade Católica Portuguesa, Portugal.
In the UK, Cristiana was Senior Research Manager at Elsevier (Oxford), Associate Professor at Henley Business School, University of Reading as well as Senior Lecturer in the faculty of Loughborough University School of Business and Economics and a Lecturer at Leeds University Business School. Cristiana has held visiting positions at National University of Singapore, Boston College, University of Cambridge, Nottingham University Business School China, Hanken School of Economics, among others. She holds a PhD from the University of Warwick, UK.
Cristiana has published papers in prestigious international journals, such as the Journal of Service Research, Journal of Business Research, Journal of International Marketing, European Journal of Marketing, International Marketing Review, International Journal of Human Resource Management, reaching over 2200 citations.
Selected publications
Kadić-Maglajlić, S., Lages, C. R., & Temerak, M. S. (2024). Dual perspective on the role of xenophobia in service sabotage. Tourism Management, 101(104831). DOI
Jong, A., J.L.Schepers, J., R.Lages, C., & Kadić-Maglajlić, S. (2021). The role of the service manager’s perceived career success in frontline employees’ learning processes and service improvement. Journal of Business Research, 134, 601–617. DOI
Perez-Vega, R., Kaartemo, V., Lages, C. R., Razavi, N. B., & Männistö, J. (2021). Reshaping the contexts of online customer engagement behavior via artificial intelligence: A conceptual framework. Journal of Business Research, 129, 902–910. DOI
Clark, M. K., Lages, C. R., & Hollebeek, L. D. (2020). Friend or foe? Customer engagement's value-based effects on fellow customers and the firm. Journal of Business Research, 121, 549–556. DOI
Mostafa, R. B., Lages, C. R., Shabbir, H. A., & Thwaites, D. (2015). Corporate Image: A Service Recovery Perspective. Journal of Service Research, 18(4), 468–483. DOI
Other publications
Kadić-Maglajlić, S., Lages, C. R., & Temerak, M. S. (2024). Dual perspective on the role of xenophobia in service sabotage. Tourism Management, 101(104831). DOI
Lages, C. R., Perez-Vega, R., Kadić-Maglajlić, S., & Borghei-Razavi, N. (2023). A systematic review and bibliometric analysis of the dark side of customer behavior: An integrative customer incivility framework. Journal of Business Research, 161. DOI
Temerak, M. S., Zhang, R. W., & Lages, C. R. (2023). Observing customer stress and engagement: An intercultural perspective. Psychology &Amp; Marketing, 40(5), 910–925. DOI
Malhotra, N., Ashill, N., Lages, C. R., & Homayounfard, A. (2022). Understanding the role of frontline employee felt obligation in services. Service Industries Journal, 42(11-12), 843–871. DOI
Jong, A., J.L.Schepers, J., R.Lages, C., & Kadić-Maglajlić, S. (2021). The role of the service manager’s perceived career success in frontline employees’ learning processes and service improvement. Journal of Business Research, 134, 601–617. DOI
Perez-Vega, R., Kaartemo, V., Lages, C. R., Razavi, N. B., & Männistö, J. (2021). Reshaping the contexts of online customer engagement behavior via artificial intelligence: A conceptual framework. Journal of Business Research, 129, 902–910. DOI
Clark, M. K., Lages, C. R., & Hollebeek, L. D. (2020). Friend or foe? Customer engagement's value-based effects on fellow customers and the firm. Journal of Business Research, 121, 549–556. DOI
Lages, C. R., Piercy, N. F., Malhotra, N., & Simões, C. (2020). Understanding the mechanisms of the relationship between shared values and service delivery performance of frontline employees. The International Journal of Human Resource Management, 31(21), 2737–2760. DOI
Silva, G. M., Coelho, F., Lages, C. R., & Reis, M. (2020). Employee adaptive and proactive service recovery: a configurational perspective. European Journal of Marketing, 54(7), 1581–1607. DOI
Marbach, J., Lages, C., Nunan, D., & Ekinci, Y. (2019). Consumer engagement in online brand communities: the moderating role of personal values. European Journal of Marketing, 53(9), 1671–1700. DOI
Coelho, F. J., Lages, C. R., & Sousa, C. M. P. (2018). Personality and the creativity of frontline service employees: linear and curvilinear effects. The International Journal of Human Resource Management, 29(17), 2580–2607. DOI
Lages, C. R., Pfajfar, G., & Shoham, A. (2015). Challenges in conducting and publishing research on the middle east and Africa in leading journals. International Marketing Review, 32(1), 52–77. DOI
Mostafa, R. B., Lages, C. R., Shabbir, H. A., & Thwaites, D. (2015). Corporate Image: A Service Recovery Perspective. Journal of Service Research, 18(4), 468–483. DOI
Abrantes, J. L., Seabra, C., Lages, C. R., & Jayawardhena, C. (2013). Drivers of in-group and out-of-group electronic word-of-mouth (eWOM). European Journal of Marketing, 47(7), 1067–1088. DOI
Lages, C. R., Simões, C. M. N., Fisk, R. P., & Kunz, W. H. (2013). Knowledge dissemination in the global service marketing community. Managing Service Quality, 23(4), 272–290. DOI
Lages, C. R. (2012). Employees' external representation of their workplace: Key antecedents. Journal of Business Research, 65(9), 1264–1272. DOI
Fundamentals of Marketing Research
Bachelor
Service Marketing and Management
Master
Introduction to Marketing
Bachelor
Services and relationship marketing
Bachelor
