Ghazal Shams

The impact of the magnitude of service failure and complaint handling on satisfaction and brand credibility in the banking industry

Ghazal Shams, Mohsin Abdur Rehman, Sarminah Samad et al. · Journal of Financial Services Marketing · 2020 · 84 citations

Total Quality Management, Customer Satisfaction, Banking Industry +11

Exploring customer’s mobile banking experiences and expectations among generations X, Y and Z

Ghazal Shams, Mohsin Abdur Rehman, Sarminah Samad et al. · Journal of Financial Services Marketing · 2020 · 78 citations

Customer Satisfaction, Fintech, Mobile Marketing +11

Hospitality-based service recovery, outcome favourability, satisfaction with service recovery and consequent customer loyalty: an empirical analysis

Ghazal Shams, Raouf Ahmad Rather, Mohsin Abdur Rehman et al. · International Journal of Culture Tourism and Hospitality Research · 2020 · 61 citations

Customer Satisfaction, Service Quality, Service Recovery +15

Enhancing service recovery satisfaction with chatbots: The role of humor and informal language

Ghazal Shams, Kawon Kathy Kim · International Journal of Hospitality Management · 2024 · 34 citations

Conversational User Interface, Customer Satisfaction, Chatbot +11

Revisiting the corporate image through service quality and relationship marketing: an empirical evidence from Malaysian and Saudi Arabian Takaful customers

Mohsin Abdur Rehman, Sadaf Khan, Ismah Osman et al. · Journal of Islamic accounting and business research · 2021 · 13 citations

Total Quality Management, Customer Satisfaction, Customer Satisfaction Tradition +17