Photo : Mustafeed Zaman

Mustafeed Zaman

Mustafeed Zaman is an Assistant Professor of Marketing. He joined EM Normandie in 2019. He has a PhD in management science from the Université de Perpignan Via Domitia, awarded in 2018. His thesis is on managing digital change in SMEs in the tourism industry. His research interests are innovativeness, ICT adoption, service innovation, digitalisation of services, digital customer experience, hospitality and tourism management.

Photo : Mobile channel as a strategic distribution channel in times of crisis: a self-determination theory perspective

Mobile channel as a strategic distribution channel in times of crisis: a self-determination theory perspective

The Covid-19 pandemic has profoundly disrupted the worldwide economy, particularly the restaurant sector. To face these challenges, the multi- and omni-channel approaches have been embraced by several firms, especially with the integration of mobile channels and social media. However, no research is conducted to investigate how this integration can be successful in times of crisis, […]

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Photo : The Potential of Chatbots in travel and tourism services in the context of social distancing

The Potential of Chatbots in travel and tourism services in the context of social distancing

As many other sectors, the travel and tourism industries faced great challenges following the 2019/20 Covid-19 pandemic, with lockdowns and border closures bringing travel to a halt. With the likely prolongation of social distancing measures and increasing health consciousness, service firms may need to reduce the amount of direct interactions between customers and frontline staff, encouraging the use of […]

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