我们的研究探索了以客户为中心的管理框架以及通过服务和客户/访客体验来提高客户满意度，参与度和保留率的策略。我们通过服务营销，在线和离线服务交付以及客户体验，为创造价值的科学知识做出贡献。我们的研究涵盖广泛的服务领域，包括旅游，运输，酒店，公共服务，卫生，能源和金融/专业服务。此外，许多制造公司正在通过提供服务支持来区分其产品并创造价值，因此我们也参与了该领域的研究。研究方法包括：定量调查，定性的个人和小组访谈技术，观察研究，文献分析，民族志，民族志。我们与服务和旅游业的众多组织以及全球学者合作。除了我们在
The Digital marketing, Tourism and Customer Research research cluster contributes to scientific knowledge on value creation through various specialisms broadly grouped in the service research domain. Key foci include research on engagement and the multiple ways customer behaviours beyond transactions influence firms and shape markets. Our cluster is actively exploring the role of new technology and its implications for digital marketing specifically how technology influences services. We have interests in general services marketing topics but particularly are working on service failure and recovery and service termination and the impact of new technologies such as Blockchain on customer loyalty and well-being. In the tourism domain we are exploring destination branding within communities, visitor behaviour, as well as sustainability and conservation.<br><br>Our activities encompass a broad range of service sectors including tourism, transportation, hospitality, public services, health, energy and financial/professional services. In addition, many manufacturing companies are differentiating their offerings and creating value through their service support, so we also get involved in research within that area.