Dr Benedetta Crisafulli
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Overview
Overview
Biography
Benedetta is Reader (Associate Professor) in Marketing at Birkbeck, University of London. She joined Birkbeck in July 2018 from Cranfield University where she was Lecturer in Marketing and Deputy Director for the MSc in Strategic Marketing.
At Birkbeck, she is Research Lead for the Business School. Benedetta is a Teaching Fellow of the UK Higher Education Academy (HEA). She also holds visiting positions at various European business schools.
Benedetta’s research focuses on the psychology of consumers following crises, including corporate crises and unsatisfactory service encounters. Her research has been awarded a number of prizes, including the 2022 Tress Prize for research in Social Sciences and the best paper award at the 2014 American Marketing Association (AMA) SERVSIG conference.
Benedetta studied in Italy, Germany and UK, where she worked in the private sector and completed her doctoral studies. 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 where she looked after the marketing activities for Europe and the company's relationship with business partners and resellers. She is currently involved in consultancy projects working with companies in a variety of sectors, including hospitality, retail, FMCG and healthcare.
Highlights
Discover my latest book entitled Brands and Consumers: A Research Overview by following this link - https://www.routledge.com/Brands-and-Consumers-A-Research-Overview/Singh-Crisafulli/p/book/9781138326897
Qualifications
- PhD in Marketing
- MSc in Business Research Methods
- MA in Marketing
- Laurea (Honours degree) in Linguistics and Business
- Teaching Fellow by the Higher Education Academy
Administrative responsibilities
- Research Lead at Birkbeck Business School
- Director of the MSc Marketing Communications, Department of Management
Visiting posts
- Visiting scholar, Ehrenberg-Bass Institute for Marketing Science at University of South Australia (UniSA),
- Visiting Professor, Universita' degli Studi di Padova, Padua (Italy),
- Visiting Professor, Universita' Cattolica del Sacro Cuore, Milan (Italy),
- Visiting Professor, Athens University of Economics and Business (Greece),
Professional activities
Ad hoc reviewer for Journal of Service Research, Industrial Marketing Management, Journal of Business Research, Psychology & Marketing, Journal of Business Ethics and various international conferences (e.g., American Marketing Association Winter conference).
Professional memberships
Fellow, Higher Education Academy (HEA)
British Academy of Management
American Marketing Association
Honours and awards
- Tress Prize for Research in Social Sciences, Birkbeck, June 2022
- Highly commended paper in 'Collaboration' category , Birkbeck Public Engagement Awards, June 2019
- 2022 Best Dissertation Supervisor prize, Worshipful Company of Marketors, July 2022
- Best conference paper award, 3rd International Colloquium on Corporate Branding, Identity, Image and Reputation, June 2018
- Doctoral thesis competition award, European Doctoral Programmes Association in Management & Business Administration (EDAMBA) , June 2016
- Best conference paper award, 2014 American Marketing Association (AMA) SERVSIG conference, June 2014
ORCID
0000-0002-7065-6182 -
Research
Research
Research interests
- brand communications in times of crisis
- digital marketing with a focus on social media influencers
- service recovery management
- consumer emotions
Research overview
Benedetta's research revolves around three areas: (1) the psychology of consumers in situations of brand crises, whether corporate crises or service failures, (2) consumer emotions in brand relationships, and (3) influencer marketing.
She investigates the above issues using mainly experimental designs and quantitative analytical methods.
Her research has been published in international, high reputed journals including; Journal of Service Research, Journal of Business Ethics, Journal of Business Research, Industrial Marketing Management, Journal of Advertising Research, Psychology & Marketing, European Management Review and Journal of Service Management. Some of her most recent research has attracted funding from Leverhulme/British Academy.
She regularly presents at international conferences including AMA Winter, Frontiers in Service, EMAC, and AMA SERVSIG, where she won the 2014 Best Paper Award.
Research Centres and Institutes
- Deputy Director of the centre, Birkbeck's Responsible Business Centre
Research clusters and groups
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Supervision and teaching
Supervision and teaching
Supervision
I welcome enquiries from prospective PhD students who are interested in undertaking research in any of my areas of research interest, and in particular:
- consumer psychology in response to brand crises
- consumer emotions especially in the context of brand crises
- influencer marketing
- service recovery management
Please reach out to me via email including your CV and a copy of your research proposal.
Teaching
Principles of Marketing, Level 7
Relationship Marketing, Level 7
Dissertation workshops on quantitative methods, Level 7
Teaching modules
- Relationship Marketing (BUMN047H7)
- Principles of Marketing (Postgraduate) (BUMN085H7)
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Publications
Publications
Article
- Antonetti, P. and Crisafulli, Benedetta (2022) Revisiting power messaging in service failures: pitfalls and proposed solutions. Psychology & Marketing 39 (11), pp. 2072-2095. ISSN 0742-6046.
- Crisafulli, Benedetta and Singh, J. and Quamina, L.T. (2022) Competence is power: how digital influencers impact buying decisions in B2B markets. Industrial Marketing Management 104, pp. 384-399. ISSN 0019-8501.
- Valor, C. and Antonetti, P. and Crisafulli, Benedetta (2022) Emotions and consumer's adoption of innovations: an integrative review and research agenda. Technological Forecasting & Social Change 179, ISSN 0040-1625.
- Antonetti, P. and Crisafulli, Benedetta and Tuncdogan, A. (2021) “Just look the other way”: job seekers’ reactions to the irresponsibility of market-dominant employers. Journal of Business Ethics 174, pp. 403-422. ISSN 0167-4544.
- Antonetti, P. and Crisafulli, Benedetta (2021) “I will defend your right to free speech, provided I agree with you”: How social media users react (or not) to online out-group aggression. Psychology & Marketing 38 (10), pp. 1633-1650. ISSN 0742-6046.
- Antonetti, P. and Crisafulli, Benedetta and Maklan, S. (2021) When doing good will not save us: revisiting the buffering effect of CSR following service failures. Psychology & Marketing 38 (9), pp. 1608-1627. ISSN 0742-6046.
- Blasi, S. and Crisafulli, Benedetta and Sedita, S.R. (2021) Selling circularity: understanding the relationship between circularity promotion and the performance of manufacturing SMEs in Italy. Journal of Cleaner Production 303, pp. 127035. ISSN 0959-6526.
- Antonetti, P. and Crisafulli, Benedetta and Katsikeas, C. (2020) Does it really hurt? Making sense of varieties of anger. Psychology & Marketing 37 (11), pp. 1465-1483. ISSN 0742-6046.
- Singh, J. and Crisafulli, Benedetta and Quamina, L.T. and Xue, M. (2020) ‘To trust or not to trust’: the impact of social media influencers on the reputation of corporate brands in crisis. Journal of Business Research 119, pp. 464-480. ISSN 0148-2963.
- Crisafulli, Benedetta and Singh, J. and Quamina, L.T. (2020) ‘Corporate image at stake’: the impact of crises and response strategies on consumer perceptions of corporate brand alliances. Journal of Business Research 117, pp. 839-849. ISSN 0148-2963.
- Crisafulli, Benedetta and Dimitriu, R. and Singh, J. (2020) Joining hands for the greater good: examining Social Innovation launch strategies in B2B settings. Industrial Marketing Management 89, pp. 487-498. ISSN 0019-8501.
- Singh, J. and Crisafulli, Benedetta and Quamina, L.T. (2020) How intensity of cause-related marketing guilt appeals influences consumers - The roles of company motive and consumer identification with the brand. Journal of Advertising Research ISSN 0021-8499.
- Crisafulli, Benedetta and Singh, J. and Quamina, L.T. and Kottasz, R. (2020) The role of brand equity and crisis type on corporate brand alliances in crises. European Management Review 17 (4), pp. 821-834. ISSN 1740-4762.
- Crisafulli, Benedetta and Singh, J. and Quamina, L.T. (2019) Tackling global challenges through cause-related marketing: How brands should promote their support to social causes. Admap ISSN 0001-8295.
- Crisafulli, Benedetta and Wasil, M. and Singh, J. and Benoit, S. (2019) Managing patient expectations through understanding health service experiences. British Journal of Medical Practitioners 12 (2), ISSN 1757-8515.
- Antonetti, P. and Crisafulli, Benedetta and Maklan, S. (2018) Too good to be true? Boundary conditions to the use of downward social comparisons in service recovery. Journal of Service Research 21 (4), pp. 438-455. ISSN 1094-6705.
- Crisafulli, Benedetta and Singh, Jaywant (2017) Service failures in e-retailing: examining the effects of response time, compensation, and service criticality. Computers in Human Behavior 77, pp. 413-424. ISSN 0747-5632.
- Crisafulli, Benedetta and Singh, Jaywant (2017) Four steps to ensuring best practice in new brand launches. Admap ISSN 0001-8295.
- Crisafulli, Benedetta and Singh, J. (2016) Service guarantee as a recovery strategy: the impact of guarantee terms on perceived justice and firm motives. Journal of Service Management 27 (2), pp. 117-143. ISSN 1757-5818.
- Crisafulli, Benedetta and Singh, J. (2016) Managing online service recovery: procedures, justice and customer satisfaction. Journal of Service Theory and Practice 26 (6), pp. 764-787. ISSN 2055-6225.
Book
- Singh, J. and Crisafulli, Benedetta (2022) Brands and consumers: a research overview. Routledge Taylor & Francis. ISSN 9780429449598. ISBN 9780429449598.
Book Section
- Crisafulli, Benedetta (2023) Service guarantee. In: Gallouj, F. and Gallouj, C. and Monnoyer, M.-C. and Rubalcaba, L. (eds.) Elgar Encyclopedia of Services. Elgar Encyclopedias in the Social Sciences. Edward Elgar Publishing. pp. 259-260. ISBN 9781802202588.
- Crisafulli, Benedetta and Singh, J. (2016) Managing Online Service Recovery at iMAGE Telecom. In: SAGE Business Cases. SAGE. ISBN 9781473952034.
- Crisafulli, Benedetta (2016) Managing customer complaints: the case of Imperial Orchid Hotels in Thailand. In: Kumar, R.S. and Dilip S., M. and Bang, N. (eds.) Services Marketing Cases in Emerging Markets: An Asian Perspective. Springer. pp. 35-43. ISBN 9783319329680.
- Singh, J. and Crisafulli, Benedetta (2015) Customer responses to service failure and recovery experiences. In: Sahadev, S. and Purani, K. and Malhotra, N. (eds.) Boundary Spanning Elements and the Marketing Function in Organizations: Concepts and Empirical Studies. Springer. pp. 117-135. ISBN 9783319134406.
Conference Item
- Dimitriu, R. and Crisafulli, Benedetta and Guesalaga, R. (2020) An application of means-end and extended self theories to explore enablers and inhibitors of autonomous car adoption. EMAC 2020, 2020, University of Budapest (hosted online)
- Crisafulli, Benedetta and Singh, J. and Quamina, L.T. and Xue, M. (2018) Retrieving corporate reputation following a crisis: the impact of online communications and affective displays on consumers. 4th International Colloquium on Corporate Branding, Identity, Image and Reputation (COBIIR2018), 2018, Cetraro, Italy
- Singh, J. and Crisafulli, Benedetta and Paurav, S. (2017) ‘Too bad to be true’: the effect of guilt appeal intensity in cause-related marketing. American Marketing Association (AMA) 2017 Winter Conference: Better Marketing for a Better World, 2017, Orlando, U.S.
- Antonetti, P. and Maklan, S. and Crisafulli, Benedetta (2017) "Too Good To Be True". Revisiting downward social comparisons in service recovery. QUIS - 15th International Research Symposium on Service Excellence in Management, 2017, Porto, Portugal
- Crisafulli, Benedetta and Singh, J. (2016) Too little, too late? The effect of time and money on consumer responses to online service failures. 2017 Frontiers in Service Conference, 2016, New York, U.S.
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Business and community
Business and community
Media
I am happy to receive enquiries from the media on the following topics:
- brand crises
- influencer marketing
- marketing communications
- complaint handling
Outreach
Selecting the Right Digital Influencer in B2B Markets: Guidelines for Managers, by The European Business Review
Marketers must innovate to stay relevant in an age of infinite change, Chartered Institute of Marketing (CIM) Content Hub
A consumer awakening: how brand marketing must evolve post-Covid, Chartered Institute of Marketing (CIM) blog
'Surprising don'ts for cause related marketing' by Marketing Dive
Intense guilt appeals turn off consumers, by AdWeek
Advertising Research Foundation (ARF) Insights studio series, interview in August 2020
The market power of influencers, interview with 2SER Radio, Australia
Should you use social media influencers in crisis comms?, Warc.com news, 14 August 2020
Managing online service failures, on Economia magazine by the ICAEW
Services
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Consultancies and expert advice
Public Engagement project with NHS Hospital Trust in South-East England since 2017
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Consultancies and expert advice
InterCarabao project on influencer marketing