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Dr Benedetta Crisafulli

Positions held:
  • Reader in Marketing, 糖心logo入口 Business School
  • Research Lead, 糖心logo入口 Business School
  • Director of Online MSc Marketing, 糖心logo入口 Business School
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  • Overview

    Overview

    Biography

    Benedetta is Reader (Associate Professor) in Marketing at 糖心logo入口, University of London. She joined 糖心logo入口 in July 2018 from Cranfield University where she was Lecturer in Marketing and Deputy Director for the MSc in Strategic Marketing.

    In 2026, she has been nominated Fellow of the Royal Society of Arts (FRSA) for her impactful work in the area of influencer marketing. She is also a Teaching Fellow of the UK Higher Education Academy (HEA) since 2015.听听

    Benedetta is a consumer expert whose research focuses on (1) crisis communications, (2) influencer marketing, and (3) emotions听in consumer decision-making.

    In 2026, she has secured a British Academy Mid-Career Fellowship, and prior to that, she was the PI of a British Academy/Wellcome Small Research Grant. Her research has received 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.听

    She is currently听co-editor of a special issue on Dilemmas in Consumers' Use of Artificial Intelligence at Psychology & Marketing (CABS 3).

    Benedetta studied in Italy, Germany and UK, where she worked in the private sector and completed her doctoral studies.听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听by following this link -听听

    • Read I wrote on whether compassion appeals help to address grand challenges

    • Thinking of pursuing an academic career? Check my tips on听this

    Administrative responsibilities

    • Research Lead at 糖心logo入口 Business School
    • Director of the Online MSc Marketing in partnership with University of London

    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 memberships

    • Fellow, Royal Society of Arts

    • Fellow, Higher Education Academy (HEA)

    • Academy of Marketing Science (AMS)

    • American Marketing Association (AMA)

    Honours and awards

    • Tress Prize for Research in Social Sciences 糖心logo入口, June 2022
    • British Academy Mid-Career Fellowship British Academy, April 2025
    • 2022 Best Dissertation Supervisor prize Worshipful Company of Marketors, July 2022
    • Highly commended paper in 'Collaboration' category 糖心logo入口 Public Engagement Awards, June 2019
    • 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

  • Research

    Research

    Research interests

    • crisis communications and the impact on various stakeholders
    • digital marketing with a focus on social media influencers
    • service recovery management
    • consumer emotions

    Research overview

    Benedetta's research revolves听around three areas: (1) the psychology of consumers in situations of brand crises, whether听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听Research, Industrial Marketing Management, Journal of Advertising Research, Psychology & Marketing, European Management Review and听Journal of Service Management. 听Some of her most recent research has attracted funding from Wellcome/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.听


    Research Centres and Institutes

    Research clusters and groups

    • ,
  • 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听brand crises听
    • consumer emotions听especially in the context of听brand crises
    • influencer marketing听
    • service recovery management

    Please reach out to me via email including your CV and a copy of your research proposal.听听

    Teaching

    Strategic Marketing Management, Level 7

    Relationship Marketing, Level 7


    Teaching modules

    • Relationship Marketing
  • Publications

    Publications

    Article

    • Antonetti, P. and Baghi, I. and Crisafulli, Benedetta (2026) . International Journal of Human Resource Management ISSN 0958-5192. (In Press)
    • Crisafulli, Benedetta and Singh, J. and Akarsu, T. and Attard, S. (2026) . International Journal of Management Reviews ISSN 1460-8545. (In Press)
    • Crisafulli, Benedetta and Guesalaga, R. and Dimitriu, R. (2025) . Journal of Business Research 189, ISSN 0148-2963.
    • Valor, C. and Antonetti, P. and Crisafulli, Benedetta (2025) . Journal of Business Ethics ISSN 0167-4544. (In Press)
    • Valor, C. and Antonetti, P. and Crisafulli, Benedetta (2022) . Technological Forecasting & Social Change 179, ISSN 0040-1625.
    • Crisafulli, Benedetta and Singh, J. and Quamina, L.T. (2022) . Industrial Marketing Management 104, pp. 384-399. ISSN 0019-8501.
    • Antonetti, P. and Crisafulli, Benedetta (2022) . Psychology & Marketing 39 (11), pp. 2072-2095. ISSN 0742-6046.
    • Antonetti, P. and Crisafulli, Benedetta and Tuncdogan, A. (2021) . Journal of Business Ethics 174, pp. 403-422. ISSN 0167-4544.
    • Antonetti, P. and Crisafulli, Benedetta (2021) . Psychology & Marketing 38 (10), pp. 1633-1650. ISSN 0742-6046.
    • Blasi, S. and Crisafulli, Benedetta and Sedita, S.R. (2021) . Journal of Cleaner Production 303, pp. 127035. ISSN 0959-6526.
    • Antonetti, P. and Crisafulli, Benedetta and Maklan, S. (2021) . Psychology & Marketing 38 (9), pp. 1608-1627. ISSN 0742-6046.
    • Singh, J. and Crisafulli, Benedetta and Quamina, L.T. (2020) . Journal of Advertising Research ISSN 0021-8499.
    • Crisafulli, Benedetta and Singh, J. and Quamina, L.T. (2020) . Journal of Business Research 117, pp. 839-849. ISSN 0148-2963.
    • Crisafulli, Benedetta and Singh, J. and Quamina, L.T. and Kottasz, R. (2020) . European Management Review 17 (4), pp. 821-834. ISSN 1740-4762.
    • Crisafulli, Benedetta and Dimitriu, R. and Singh, J. (2020) . Industrial Marketing Management 89, pp. 487-498. ISSN 0019-8501.
    • Singh, J. and Crisafulli, Benedetta and Quamina, L.T. and Xue, M. (2020) . Journal of Business Research 119, pp. 464-480. ISSN 0148-2963.
    • Antonetti, P. and Crisafulli, Benedetta and Katsikeas, C. (2020) . Psychology & Marketing 37 (11), pp. 1465-1483. ISSN 0742-6046.
    • Crisafulli, Benedetta and Singh, J. and Quamina, L.T. (2019) . Admap ISSN 0001-8295.
    • Crisafulli, Benedetta and Wasil, M. and Singh, J. and Benoit, S. (2019) . British Journal of Medical Practitioners 12 (2), ISSN 1757-8515.
    • Antonetti, P. and Crisafulli, Benedetta and Maklan, S. (2018) . Journal of Service Research 21 (4), pp. 438-455. ISSN 1094-6705.
    • Crisafulli, Benedetta and Singh, Jaywant (2017) . Computers in Human Behavior 77, pp. 413-424. ISSN 0747-5632.
    • Crisafulli, Benedetta and Singh, Jaywant (2017) . Admap ISSN 0001-8295.
    • Crisafulli, Benedetta and Singh, J. (2016) . Journal of Service Management 27 (2), pp. 117-143. ISSN 1757-5818.
    • Crisafulli, Benedetta and Singh, J. (2016) . Journal of Service Theory and Practice 26 (6), pp. 764-787. ISSN 2055-6225.

    Book

    • Singh, J. and Crisafulli, Benedetta (2022) . Routledge Taylor & Francis. ISSN 9780429449598. ISBN 9780429449598.

    Book section

    • Crisafulli, Benedetta (2023) . 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 (2016) . 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.
    • Crisafulli, Benedetta and Singh, J. (2016) . In: SAGE Business Cases. SAGE. ISBN 9781473952034.
    • Singh, J. and Crisafulli, Benedetta (2015) . 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) . EMAC 2020, 2020, University of Budapest (hosted online)
    • Crisafulli, Benedetta and Singh, J. and Quamina, L.T. and Xue, M. (2018) . 4th International Colloquium on Corporate Branding, Identity, Image and Reputation (COBIIR2018), 2018, Cetraro, Italy
    • Antonetti, P. and Maklan, S. and Crisafulli, Benedetta (2017) . QUIS - 15th International Research Symposium on Service Excellence in Management, 2017, Porto, Portugal
    • Singh, J. and Crisafulli, Benedetta and Paurav, S. (2017) . American Marketing Association (AMA) 2017 Winter Conference: Better Marketing for a Better World, 2017, Orlando, U.S.
    • Crisafulli, Benedetta and Singh, J. (2016) . 2017 Frontiers in Service Conference, 2016, New York, U.S.
  • Business and community

    Business and community

    I have media training.

    Media

    I am happy to receive enquiries from the media on the following topics:

    • brand crises
    • influencer marketing
    • marketing communications
    • complaint handling

    Outreach

    , by The European Business Review听

    The Conversation (France)听

    Faunalytics听

    SAGA magazine

    ,听Chartered Institute of Marketing (CIM) blog

    , by AdWeek

    ''听by Marketing Dive听

    Marketing podcast series at

    , interview with 2SER Radio, Australia

    Advertising Research Foundation (ARF) Insights听studio series, interview in August 2020

    Should you use social media influencers in crisis comms?, Warc.com news, 14 August 2020

    , Chartered Institute of Marketing (CIM) Content Hub听

    , on Economia magazine by the ICAEW听

    Services

    • Consultancies and expert advice

      Public Engagement project with NHS Hospital Trust in South-East England since 2017

    • Consultancies and expert advice

      InterCarabao project on influencer marketing

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