Benedetta Crisafulli

Background

Benedetta obtained a Bachelor degree at the University of Siena (Italy) and Ruprecht Karls Universität Heidelberg (Germany), a Master in Marketing, an MSc in Business Research and a PhD in Marketing at Kingston Business School (UK).  Her doctoral thesis won the 2016 EDAMBA (European Doctoral Association in Management and Business Administration) thesis competition award. 

Prior to joining academia, Benedetta held a marketing position at the London office of a global technology company, Winscribe, where she looked after the marketing activities for Europe and the company''s relationship with business partners and resellers.  She also worked on a number of consultancy projects for large companies in the utilities and construction sectors. She is currently involved in research projects collaborating with organisations in retail, FMCG, local government and public health sectors.

Current activities

Benedetta is Lecturer in Marketing and Deputy Director for the MSc in Strategic Marketing at Cranfield School of Management. Her teaching interests are in consumer behaviour, services marketing and business research methods (qualitative and quantitative). Her research focuses on service recovery management and complaint handling, and more specifically on the psychology of consumers during service failure and recovery encounters, including fairness perceptions, counterfactual reasoning and coping.  She investigates the above issues using mainly experimental research and quantitative analytical methods. 

Benedetta has published in the Journal of Service Management, the Journal of Service Theory and Practice, a chapter in a specialist book on services marketing published by Springer, and business case studies published by SAGE and Springer.  She regularly presents her research at various international conferences including AMS World Marketing Congress, EMAC, the Academy of Marketing and AMA SERVSIG, where she won the 2014 Best Paper Award. 

Benedetta is a member of the Academy of Marketing Science, American Marketing Association (AMA), AMA Servsig and European Marketing Academy. She is a Teaching Fellow of the UK Higher Education Academy (HEA).

Clients

Unilever

The Case Centre

Intercontinental Hotels Group 

Local councils

Publications

• Articles in journals
• Conference papers
• Books

Articles In Journals

• Crisafulli B & Singh J (2017) Four steps to ensuring best practice in new brand launches, Admap (May 2017) 10-12.
• Singh J & Crisafulli B (2017) Service failures in e-retailing: examining the effects of response time, compensation and service criticality, Computers in Human Behavior, 77 413-424.
• Singh J & Crisafulli B (2016) Managing online service recovery: procedures, justice and customer satisfaction, Journal of Service Theory and Practice, 26 (6) 1-37.
• Crisafulli B & Singh J (2016) Service guarantee as a recovery strategy: the impact of guarantee terms on perceived justice and firm motives, Journal of Service Management, 17 (2) 117-143.

Conference Papers

• Singh J, Crisafulli B & Benoit S (2018) Understanding How Patients and their Networks Cope with Co-Creation Processes in Health Services. In: American Marketing Association (AMA) Winter Conference 2018, New Orleans, 23-25 February 2018.
• Singh J, Crisafulli, B & Paurav S (2017) ‘Too bad to be true’: the effect of guilt appeal intensity in cause-related marketing. In: American Marketing Association (AMA) 2017 Winter Conference: Better Marketing for a Better World, Orlando, Florida, 17 February 2017.
• Maklan S, Antonetti P & Crisafulli B (2017) "Too Good To Be True". Revisiting Downward Social Comparisons in Service Recovery. In: QUIS - 15th International Research Symposium on Service Excellence in Management, Porto, 12 June 2017.
• Crisafulli B & Singh J (2017) Too little, too late? The effect of time and money on consumer responses to online service failures. In: 2017 Frontiers in Service Conference, New York, 22 June 2017.
• Crisafulli B, Singh J & El-Manstrly D (2017) Feeling better now: How sharing unsatisfactory health service experiences on social media enhances consumer well-being. In: 2017 Frontiers in Service Conference, New York, 22 June 2017.
• Crisafulli B, Singh J & Dall''Olmo Riley F (2016) Signaling firm and employee trustworthiness : the influence of service guarantee, employee behaviour and firm reputation on customer trust in service recovery. In: SERVSIG 2016 - The Future of Services in the Heart of Europe, Maastricht, 17 June 2016.
• Singh J & Crisafulli B (2016) If only they were more Careful: The Role of Counterfactuals and Emotions in Customer Coping with Health Service Failures. In: Academy of Marketing Science (AMS) World Marketing Congress, Paris, 19 July 2016.
• Singh J & Crisafulli B (2016) ''Could they have done better?’ Examining customer responses to online service failure and recovery through counterfactual reasoning. In: SERVSIG 2016 - The Future of Services in the Heart of Europe, Maastricht, 17 June 2016.
• Singh J, Crisafulli B & Roy SK (2015) Customer coping behaviour during health service failures: the role of self-efficacy and failure severity. In: World Marketing Congress, Bari (Italy), 14 July 2015.
• Crisafulli B, Singh J & Dall''Olmo Riley F (2015) Guarantee policies and employee behaviour as signals of service recovery fairness. In: Academy of Marketing Conference, Limerick, 7 July 2015.
• Crisafulli B & Singh J (2014) The effect of guarantee terms on service recovery fairness (Best Paper Award). In: AMA SERVSIG, Thessaloniki, 13 June 2014.
• Singh J & Crisafulli B (2014) Managing online service recovery in subscription and non-subscription markets. In: 2nd International Conference on Contemporary Marketing Issues, Athens, 18 June 2014.
• Kalafatis SP, Singh J, Crisafulli B & Dall''Olmo Riley F (2014) Customer perceptions of recovery fairness: An empirical investigation in the Thai hotel context. In: European Academy of Marketing Conference (EMAC), Valencia, 3 June 2014.
• Crisafulli B, Singh J & Dall''Olmo Riley F (2014) Do organisational policies matter? The impact of service guarantee on customer perceptions of recovery fairness. In: European Academy of Marketing Conference (EMAC), Valencia, 3 June 2014.
• Crisafulli B, Singh J & Dall''Olmo Riley F (2013) Service failure and recovery. The impact of marketing signals on consumer perceptions of fairness. In: European Marketing Academy Conference (EMAC) Doctoral Colloquium, Istanbul, 4 June 2013.

Books

• Singh J & Crisafulli B (2017) Managing Customer Complaints : the Case of Imperial Orchid Hotels in Thailand. In: Services Marketing Cases in Emerging Markets : an Asian Perspective, Springer International.
• Singh J & Crisafulli B (2016) Managing Online Service Recovery at iMAGE Telecom. In: SAGE Business Cases, http://dx.doi.org/10.4135/9781473952034: SAGE.
• Singh J & Crisafulli B (2015) Customer responses to service failure and recovery experiences. In: Boundary Spanning Elements and the Marketing Function in Organizations. Concepts and Empirical Studies. Sahadev S, Purani K, Malhotra N (ed.), Springer, p. 117-136.