Publications
Selected publications
- A framework of online rapport-building behaviours: An exploration of Twitter (Conference Paper - 2020)
- Customer-Employee Rapport: A Dyadic Perspective in Multi-Channel Service Settings (Conference Paper - 2018)
- A Netnographic Investigation of Rapport Development Between Customers and Service Employees in Online Service Encounters (Conference Paper - 2023)
- Developing Customer-Employee Rapport in Multichannel Business-to-Consumer (B2C) Service Settings (Thesis / Dissertation - 2022)
- Rapport Development in Online Channels: A Dyadic Customer/Service Employee Perspective (Conference Paper - 2023)
2023
Rapport Development in Online Channels: A Dyadic Customer/Service Employee Perspective
Hammad, M., Raddats, C., & Kearney, T. (2023). Rapport Development in Online Channels: A Dyadic Customer/Service Employee Perspective. In 2023 American Marketing Association (AMA) Summer conference. San Francisco.
A Netnographic Investigation of Rapport Development Between Customers and Service Employees in Online Service Encounters
Hammad, M., Raddats, C., & Kearney, T. (2023). A Netnographic Investigation of Rapport Development Between Customers and Service Employees in Online Service Encounters. In NETNOCON, The Netnography Conference. Salford University.
2022
Developing Customer-Employee Rapport in Multichannel Business-to-Consumer (B2C) Service Settings
Hammad, M. (2022, February 16). Developing Customer-Employee Rapport in Multichannel Business-to-Consumer (B2C) Service Settings. (University of Liverpool).
2020
A framework of online rapport-building behaviours: An exploration of Twitter
Hammad, M., Raddats, C., & Kearney, T. (2020). A framework of online rapport-building behaviours: An exploration of Twitter. In https://iae-aix.univ-amu.fr/sites/iae-aix.univ-amu.fr/files/la_londe_proceedings_2020.pdf (pp. 26). La Londe, France.
2018
Customer-Employee Rapport: A Dyadic Perspective in Multi-Channel Service Settings
Hammad, M., Raddats, C. O., & Kearney, T. (2018). Customer-Employee Rapport: A Dyadic Perspective in Multi-Channel Service Settings. In AMA SERVSIG. IÉSEG School of Management, Paris.
2017
The Influence of Rapport on Customer and Employee Outcomes in Value Co-Creation Settings
Hammad, M. (2017). The Influence of Rapport on Customer and Employee Outcomes in Value Co-Creation Settings. Nottingham University Business School, Nottingham – UK.
2016
A Study of the Factors Affecting Customers’ Interpersonal Helping Behaviour
Hammad, M., Temerak, M. S., & Kortam, W. (2016). A Study of the Factors Affecting Customers’ Interpersonal Helping Behaviour. In Academy of Marketing Conference. Northumbria University, Newcastle, UK.
Revisiting Value Co-creation from a Customer Perspective: The Psychological Consequences on Customer and Employee Outcomes
Hammad, M. (2016). Revisiting Value Co-creation from a Customer Perspective: The Psychological Consequences on Customer and Employee Outcomes. In Academy of Marketing Conference. Northumbria University, Newcastle, UK.
The Negative Behavioural Consequences of Customer Personality Traits in Service Failure Settings: The Big Five Inventory in Relation to Negative Word-of-Mouth
Hammad, M. (2016). The Negative Behavioural Consequences of Customer Personality Traits in Service Failure Settings: The Big Five Inventory in Relation to Negative Word-of-Mouth. In Academy of Marketing Conference. Northumbria University, Newcastle, UK.
2014
Antecedents of Customers’ Helping Behaviour toward Other Customers: A C-to-C Context
Hammad, M. (2014). Antecedents of Customers’ Helping Behaviour toward Other Customers: A C-to-C Context. (Cairo University).
Antecedents of Customers’ Helping Behaviour toward Other Customers: An Application on the Egyptian Higher Education Industry
Hammad, M., Temerak, M. S., & Kortam, W. (2014). Antecedents of Customers’ Helping Behaviour toward Other Customers: An Application on the Egyptian Higher Education Industry. In Antecedents of Customers’ Helping Behaviour toward Other Customers: An Application on the Egyptian Higher Education Industry. Bournemouth University, Bournemouth, Dorset, UK.