Ghazal Shams is from Isfahan, Iran, and received her B.S. in statistics from Payame
Noor University and her M.S. in business administration with a focus in marketing
from the Islamic Azad University. Shams's research areas of interest are in the areas
of services marketing, customer experience, customer satisfaction and loyalty, service
innovation and marketing strategy.
Abdur Rehman, M., Khan, S., Osman, I., Aziz, K. & Shams, G. (2021). “Revisiting the corporate image through service quality and relationship
marketing: Empirical evidence from Malaysian and Saudi Arabian Takaful customers,”
Journal of Islamic Accounting and Business Research, ahead-of-print.
Osman, I., Abdur Rehman, M., Mohy Ul Din, S., Shams, G. & Aziz, K. (2021). “Let’s get acquainted: An empirical study on Takaful customer-service
provider relationships from Saudi Arabian perspectives,” Journal of Islamic Marketing,
Shams, G., Rather, R., Abdur Rehman, M. & Lodhi, R.N. (2020). “Hospitality-based service recovery,
outcome favorability, satisfaction with service recovery and consequent customer loyalty:
An empirical analysis.” International Journal of Culture, Tourism and Hospitality
Shams, G., Rehman, M.A., Samad, S. & Oikarinen, E-L. (2020). “Exploring customer’s mobile banking
experiences and expectations among generations X, Y and Z.” Journal of Financial Services
Marketing. Vol. 25 No 1, pp. 1-13.
Shams, G., Rehman, M.A., Samad, S. & Rather, R.A. (2020). “The impact of the magnitude of service
failure and complaint handling on satisfaction in the banking industry: An investigation
to a pathway of brand credibility.” Journal of Financial Services Marketing. Vol.
25 No. 1, pp. 24-35.
Learn more about Shams at Google Scholar, Researchgate and LinkedIn.