| The impact of the magnitude of service failure and complaint handling on satisfaction and brand credibility in the banking industry G Shams, MA Rehman, S Samad, RA Rather Journal of Financial Services Marketing 25 (1), 25-34, 2020 | 97 | 2020 |
| Hospitality-based service recovery, outcome favourability, satisfaction with service recovery and consequent customer loyalty: an empirical analysis G Shams, R Rather, M Abdur Rehman, RN Lodhi International Journal of Culture, Tourism and Hospitality Research, 2020 | 72 | 2020 |
| Exploring customer’s mobile banking experiences and expectations among generations X, Y and Z G Shams, MA Rehman, S Samad, EL Oikarinen Journal of Financial Services Marketing 25 (1), 1-13, 2020 | 69 | 2020 |
| Revisiting the corporate image through service quality and relationship marketing: an empirical evidence from Malaysian and Saudi Arabian Takaful customers M Abdur Rehman, S Khan, I Osman, K Aziz, G Shams Journal of Islamic Accounting and Business Research 12 (6), 849-871, 2021 | 11 | 2021 |
| Let’s get acquainted: an empirical study on takaful customer-service provider relationships from Saudi Arabian perspectives I Osman, M Abdur Rehman, S Mohy Ul Din, G Shams, K Aziz Journal of Islamic Marketing 13 (11), 2209-2231, 2022 | 9 | 2022 |
| The Study of Impact of Service Recovery on Customer Satisfaction With Service Improvement G Shams, MR Dalvi Journal of Development & Evolution Mnagement 1397 (33), 53-60, 2018 | 1 | 2018 |
| Enhancing service recovery satisfaction with chatbots: The role of humor and informal language G Shams, KK Kim, K Kim International Journal of Hospitality Management 120, 103782, 2024 | | 2024 |
Mohsin Abdur RehmanOulu Business School, University of OuluVerified email at oulu.fi
