Dr Roya Rahimi

Reader in Marketing

Roya Rahimi
Email address: Roya.Rahimi@wlv.ac.ukPhone number: 01902 32 3117Location: MN023, Arthur Storer (MN) BuildingFaculty: Faculty of Social SciencesSchool/Institute: University of Wolverhampton Business SchoolAreas of expertise:

Customer relationship management (CRM), organisational culture, human resource management, consumer behaviour, teaching and learning in tourism and hospitality, role of gender in tourism and hospitality, big data.

About

Roya is a reader in Marketing. She teaches across tourism, hospitality and events subject areas and supervises undergraduate/postgraduate dissertations as well as PhD students. Her research interests are Innovation, Big data, CRM, Organisational Culture, Gender Equality and Tourism Higher Education. Her work has been published in top-tier journals such as Annals of Tourism Research, Journal of Tourism and Hospitality Research, Journal of Travel & Tourism Marketing, International Journal of Contemporary Hospitality Management and Anatolia. Her work has been also presented at various international conferences and appears in book chapters released by Routledge, CABI, Emerald and IGI. She has been published in a variety of languages.

Roya is the regional editor (Europe) for Journal of Hospitality and Tourism Insightsbook reviews editor for Journal of Hospitality & Tourism Management (JHTM) and book review editor for Journal of Hospitality and Tourism Technology . She sits on the editorial board of different leading journals including Journal of Hospitality and Tourism Technology, European Management Review, European Journal of Tourism Research, Journal of Hospitality & Tourism Management and The International Journal of Tourism Sciences. Roya is co-editing a special issue on sustanability in the Tourism and Hospitality Industry for International Journal of Contemporary Hospitality Management. She received The Valene L. Smith Prize for the best presented paper at the International Conference of Service Quality in Hospitality & Tourism in Isfahan at 2016. She was nominated and shortlisted for her outstanding contribution to research in the University of Wolverhampton's Vice Chancellor awards for staff excellence in 2017 and 2018. In 2017 one of her papers 'Impact of Customer Relationship Management on Customer Satisfaction: The Case of a Budget Hotel Chain' become the most read paper of the year in tourism and hospitality journals published by Taylor and franchise. In 2018 two of her paper has been selected as Outstanding Papers of the year in the 2018 Emerald Literati Awards.

Her industry experience includes seven years working in the hotel industry in a number of international hotels in various countries. Roya is fluent in three languages (English, Turkish and Persian) and has familiarity with European and Asian cultures. She believes that high quality teaching, strong research and industry partnership go hand in hand given the application aspect of the tourism and hospitality field. Roya was nominated for her cutting edge style of teaching in the 2016 Student Union Teaching Awards and also nominated as the Inspirational Lecturer of the Year in 2015 and 2016. In 2017 she was nominated for the Best Supervisor of the Year, Best Personal Tutor of the Year and Giving Outstanding Feedback. She is an external examiner at Ulster University. Roya is the PGR Skills Development Tutor in the Faculty of Social Sciences and also acts as the director of the Visiting Scholar Scheme.

Research interests

Roya’s research interests include Customer Relationship Management (CRM), organisational culture, human resource management, consumer behaviour, teaching and learning in tourism and hospitality, gender, equality and diversity.

PhD students

  • Amara Ukachukwu, (2016), “Managing Diversity and Gender Discrimination in Hospitality: Southern and Eastern Regions of Nigeria”, University of Wolverhampton. (Completed).
  • Chigozie Ugwoji, (2016), “Strengthening Corporate Governance with New Media for Widened Employee Voice: The Case of Nigeria”, University of Wolverhampton (Ongoing).
  • Jones Oluchukwu, (2016) “Determining the Impact of Employee Engagement in the Workplace on Customer Satisfaction with Brand in Commercial Banks in Edo State, Nigeria”, University of Wolverhampton (Ongoing).
  • Kevin Croker, (2016),”Culture Permeation within an Organisation: Why Does It Succeed or Fail?” University of Wolverhampton (Ongoing).

Membership of professional bodies

  • Senior Fellow of Higher Education Academy (SFHEA)
  • Member of Institute of Travel and Tourism (ITT)
  • Member of Institute of Hospitality (IoH)
  • Member of European Academy of Management (EURAM)

Qualifications

  • PG Cert in Teaching and Learning in Higher Education, University of Wolverhampton, United Kingdom (2015),
  • Doctor of Philosophy in Tourism and Hospitality Management, Dokuz Eylul University, Turkey (2013).
  • Visiting Scholar in Tourism and Hospitality Management, University of Wolverhampton, United Kingdom (2010).
  • Master of Science in Tourism and Hospitality Management, Lulea University of Technology, Sweden (2008).
  • Bachelor of Business (Hons), (2006).

Publications

Peer-reviewed journal papers

  • Bellou, V., Stylos, N., & Rahimi, R. (Fortcoming 2018). Predicting Hotel Attractiveness via Personality Traits of Applicants: The Role of Self-Esteem and Work Experience. International Journal of Contemporary Hospitality Management.

  • Ozturk, Y. Allahyari , R. Okumus, F. & Rahimi, R. (Forthcoming 2018). “Travel Motivations of Iranian Tourists to Turkey and Their Satisfaction Level with All Inclusive Package Tours”. Journal of Vacation Marketing. University of Wolverhampton Repository Link

  • Bihamta, H; Jayashree, S; Rezaei, S; Okumus, F & Rahimi, R. (2017). Dual pillars of hotel restaurant food quality satisfaction and brand loyalty . British Food Journal. DOI: 10.1108/BFJ-07-2016-0344. University of Wolverhampton Repository Link

  • Rahimi, R., Akgunduz, Y., Koseoglu, M., & Okumus,F . (Forthcoming 2018). Mobility Patterns of Asian Students: The Case of Tourism and Hospitality Management Students in the UK. Journal of Hospitality & Tourism Education. University of Wolverhampton Repository Link

  • Rahimi,R. Köseoglu,M. Ersoy,A. & Okumus,F. (2017) "Customer relationship management research in tourism and hospitality: a state-of-the-art", Tourism Review, Vol. 72 Issue: 2, pp.209-220, . University of Wolverhampton Repository Link
  • Rahimi, R., & Akgunduz, Y. (2017). Driving force analysis of East European students to study tourism and hospitality in the UK. Anatolia, 28(2), 224-238. DOI: 10.1080/13032917.2017.1311273 . University of Wolverhampton Repository Link
  • Priporas, C. Stylos, N. Rahimi, R. Narasimhan Vedanthachari, L .(Forthcoming , 2017). Unraveling the diverse nature of service quality in a sharing economy: A social exchange theory perspective of Airbnb accommodation. International Journal of Contemporary Hospitality Management. DOI : 10.1108/IJCHM-08-2016-0420. University of Wolverhampton repository link
  • Rahimi, R. (2017). Organizational culture and customer relationship management: A simple linear regression analysis. Journal of Hospitality Marketing & Management, 26(4), 443-449. DOI : 10.1080/19368623.2017.1254579. University of Wolverhampton Repository Link
  • Rahimi, R. (2017) Customer Relationship Management (People, Process and Technology) and Organisational Culture in Hotels: Which traits matter?. International Journal of Contemporary Hospitality Management. 29 (5) . DOI: 10.1108/IJCHM-10-2015-0617. University of Wolverhampton repository link
  • Rahimi, R., & Kozak, M. (2017). Impact of Customer Relationship Management on Customer Satisfaction: The Case of a Budget Hotel Chain. Journal of Travel & Tourism Marketing, 34(1), 40-51.
  • Koseoglu. M, Rahimi. R, Okumus. F, Liu. J (2016). Bibliometric Studies in Tourism. Annals of Tourism Research. DOI: 10.1016/j.annals.2016.10.006.
    University of Wolverhampton repository link
  • Gurung, M. Rahimi, R. Ekiz, E.(2016). Reviewing Place Image and Attachment Literature in the Context of Resident Support. Tourism Development Journal. 14 (1), 68-84.
  • Rahimi, R. Nadda ,V. Hamid, M. (2016). HRM Practices in Banking Sector of Pakistan, Case of National Bank of Pakistan . International Journal of Asian Business and Information Management. 7 (2), 25-50.
  • Rezaei, S. Kalantari, M. Valaei, N. Rahimi, R. Ismail, W. (2016). Experienced international business traveller’s behaviour in Iran: A partial least squares path modelling analysis. Journal of Tourism and Hospitality Research. DOI: 10.1177/1467358416636930.
  • Rahimi, R., Gunlu, E. (2016). Implementing Customer Relationship Management (CRM) in hotel industry from organisational culture perspective. International Journal of Contemporary Hospitality Management. 28 (1). 89 – 112.
  • Georgieva, B., Oriade, A., Rahimi, R. (2016). The Competitiveness of Cultural Tourism Destinations: Case of Stara Zagorain Bulgaria. Journal of Hospitality and Tourism. 14(2). 1-18.
  • Shahvali, M., Beesley, L., Rahimi, R and Shahvali, R (2015): Measuring empathy within hotel employees, Anatolia. An International Journal of Tourism and Hospitality Research. DOI: 10.1080/13032917.2015.1114956
  • Kulbulova, A., Hussain, K., Rahimi, R., Ekiz ,E., (2015) “Residents' Perception of Tourism Development in Almaty, Kazakhstan”, Tourism Development Journal, 13(1), 1-14.
  • Rahimi, R., Bozkurt, A., Robinson, P. (2015). Impact of Customer Relationship Management (CRM) on Customer Satisfaction and Loyalty: Case of a Chain Hotel in Iran. Tourism Dimensions. 2 (1), 91-106.
  • Nadda, V., Rahimi, R., Dadwal, S., Singh, U. (2014), “Impact of HR Practices on Employee’s Performance: Case of UK Hotel Industry”. Journal of Hospitality and Tourism, 12, (2). 88-109.
  • Gunlu. E, Pala, T and Rahimi, R. (2014). "The Effects of Societal Values and Religion on Women’s Career Life: Comparison of Turkey and Iran". Institute of Public Administration for Turkey and Middle East (TODAIE). 47 (1), 131-151.
  • Rahimi, R. (2014) “Organisational Culture Perspective and Implementing Customer Relationship Management (CRM) in Hotel Industry: Case of a Chain Hotel in the UK”. Doctoral Dissertation Summary. European Journal of Tourism Research, 8. 162-165.

Book

  • Sigala, M., Rahimi, R., Thelwall, M., (Forthcoming 2018). Big Data and Innovation in Tourism and Hospitality: approaches, techniques and applications. Springer.
  • Nadda, V., Dadwal, S., & Rahimi, R. (Eds.). (2017). Promotional Strategies and New Service Opportunities in Emerging Economies. IGI Global.

Book reviews

  • Rahimi, R (2017). Review of the book Attracting Visitors to Ancient Neighbourhoods: Creation and Management of the Historic City of Plymouth, UK by Fernández,D. InPlanning, Groningen, the Netherlands. European Journal of Tourism Research. 15, pp. 178-180. DOI: 10.17418/PHD.2015.9789491937194.
  • Rahimi, R.(2017). Review of the Asian Genders in Tourism, C. Khoo-Lattimore, Paolo Mura (Eds.), Channel View Publications, Bristol (2016). pp 144. Tourism Management. ISBN: 9781845415785. DOI: 10.1016/j.tourman.2017.01.014
  • Rahimi, R . (2016). Review of the book Heritage Tourism Destinations: Preservation, Communication, and Development by Alvarez. M, Yüksel. A,Go, F (Ed.), CABI, Corydon. Annals of Tourism Research. 16(1), 276–278. DOI: 10.1016/j.annals.2016.09.015.
  • Rahimi, R.(2016). Review of the book Tourism and Violence by H. Andrews (Ed.), Ashgate, London. Tourism Management . 55 , 238–239. DOI:10.1016/j.tourman.2016.02.018. University of Wolverhampton repository link 

Book chapters

  • Rahimi, R., Okumus, F. and Koseoglu, M. (Forthcoming 2017). Relationship Marketing Management and Loyalty in Hospitality Firms. In: D. Gursay, ed., Routledge Handbook of Hospitality Marketing, 1st ed. Oxan: Routledge.
  • Hassan, A. and Rahimi, R. (Forthcoming 2017). Addressing Climate Change Effects on Coastal Tourism in St. Martin’s Island of Bangladesh. In: Jones, A. Phillips, M. Disappearing Destinations: Climate change and future challenges for coastal tourism. 2nd ed. Oxfordshire: Cabi.
  • Rahimi, R., Hassan, A., & Tekin, O. (2017). Augmented reality apps for tourism destination promotion. In Apps Management and E-Commerce Transactions in Real-Time. pp. 236-251. IGI Global.
  • Li, S. C., Rahimi, R., & Stylos, N. (2017). Selling to consumers. Rural Tourism and Enterprise: Management, Marketing and Sustainability, pp.19-33.
  • Rahimi, R., Nadda ,V.,  Hyseni , B., Mulindwa, D. (2016), Motivations of South Asian Students to Study Tourism and Hospitality in the United Kingdom, in Metin Kozak , Nazmi Kozak (ed.) Tourism and Hospitality Management (Advances in Culture, Tourism and Hospitality Research, Volume 12) Emerald Group Publishing Limited, pp.223 – 234.
  • Hassan, A. and Rahimi, R. (2016). Insights and Rumination of Human Resource Management Practices in SMEs, Case of a Family Run Tour Operator in London. In: Pablos, P. and Tennyson, R . Handbook of Research on Human Resources Strategies for the New Millennial Workforce. Pennsylvania: IGI Global, pp. 257-270.
  • Hassan, A. and Rahimi, R. (2016). Consuming ‘‘Innovation’’: augmented reality as an innovation tool in digital tourism marketing. In P. Nikolaos and I. Bregoli (Eds.), Global dynamics in travel, tourism, and hospitality . Hershey, PA: IGI Global. pp. 130-147.
  • Ivanova, M. and Rahimi, R. (2016). Nature and definition of hotel chain. In: M. Ivanova, S. Ivanov and V. Magnini, ed., Routledge Handbook of Hotel Chain Management, 1st ed. Routledge, pp.9-18.
  • Rahimi, R., Nadda, V. and Wang, H. (2015). CRM in Tourism. In: R. Nilanjan, ed., Emerging Innovative Marketing Strategies in the Tourism Industry, 1st ed. Pennsylvania: IGI Global, pp.16-43.
  • Povey, G., Rahimi, R. and Heitmann, S. (2016). Travel, Society and Culture. In: P. Robinson, P. Fallon, H. Cameron and J. Crotts, ed., Operations Management in the Travel Industry, 2nd ed. Oxford: Cabi, pp.241-271.
  • Rahimi, R. (2012). Economics of Tourism. In: Robinson, P. Tourism: The Key Concepts. Oxan: Routledge. pp 61-63.
  • Rahimi, R. (2012).  Tourism Supply and Demand. In: Robinson, P. Tourism: The Key Concepts. Oxan: Routledge. pp 250-253.
  • Gunlu, E., and Rahimi, R (2012). Human Resource Management. In: Robinson, P. Tourism: The Key Concepts. Oxan: Routledge. pp 103-105.
  • Gunlu, E., and Rahimi, R (2012). Sociology in Tourism. In: Robinson, P. Tourism: The Key Concepts.  Oxan: Routledge. pp 195-198.

Conference papers

  • Rahimi, R. (2017). " Organizational Culture in Hospitality Firms: Approach and Strategies",  EURAM Conference, 21-24 June 2017, Glasgow, UK.
  • Rahimi, R. Havermuller, C. Botlani, N. (2016). “Service Quality and Customer Satisfaction in Budget Hotels:  A Snapshot from Social Media”. Service Quality in Hospitality & Tourism: Experiencing Persian Heritage, 16-17 July 2016, Isfahan, Iran.
  • Rahimi, R. and Oriade, A. (2016) "Students motivations to study tourism and hospitality in the UK: comparison between local and international students",  19 - 22 July 2016 2016, University of Surrey, UK.
  • Rahimi, R. and Rezaei, H. (2016). “Implementing Customer Relationship Management and Organisational Culture”. 22nd Asia Pacific Tourism Association (APTA) Annual Conference,1 – 4 June , 2016. Beijing, China.
  • Gurung, M. Rahimi, and R. Ekiz, E. (2015), “Reviewing Place Image and Attachment Literature in the Context of Resident Support”. Experience EuroCHRIE 2015, 15-17 October 2015, Manchester Metropolitan University, Manchester, UK.
  • Rahimi, R. and Williams, Sarah. (2015), “Motivations of Eastern European Students to Study Tourism and Hospitality (HND Level) in the UK: Case of Romanian Students”. The 5th AHTMM Conference, 18-21 June 2015, Beppu, Japan.
  • Rahimi, R. Nadda, V. and Muldiwa, D. (2014), “Motivations of Asian Students to Study Tourism and Hospitality in the UK: Case of Indian, Bangladeshi, Pakistani and Nepali Students”. The 7th World Conference for Graduate Research in Tourism, Hospitality and Leisure. Istanbul, Turkey.
  • Rahimi, R, Ekiz, E.H, and Bavik, A. (2014), “Identifying the Themes of Customer Relationship Management in the UK Budget Hotels”. International Conference on Experiential Learning in Hospitality and Tourism. Macau, China.
  • Rahimi, R. (2014), “Organisational Culture Perspective and Implementing Customer Relationship Management (CRM) in Hotel Industry: Case of a Chain Hotel in the UK”. The 7th World Conference for Graduate Research in Tourism, Hospitality and Leisure. Istanbul, Turkey.
  • Rahimi, R. (2012), “CRM Implementation from an organizational culture perspective”. The 6th World Conference of Tourism, Hospitality and Leisure. Fethiye, Turkey.
  • Rahimi, R. (2011), “CRM Application in Hotel Industry”, Leisure Industries Undergraduate Research Conference, January, University of Wolverhampton, United Kingdom.
  • Rahimi, R. (2010), “Customer Relationship Management in Accommodation Sector”, the 5th World Conference of Tourism, Hospitality and Leisure. Kappadokia, Turkey.
  • Gunlu. E, Pala, T and Rahimi, R. (2010), “The Effects of Societal Values and Religion on Women’s Career Development: Comparison of Turkey and Iran”, WOCMES world Congress for Middle Eastern studies, Barcelona, Spain.
  • Rahimi, R. (2010), “Customer Relationship Management implementation in hotel industry” International Hospitality and Tourism Research Conference, HTMi, Switzerland.
  • Rahimi, R. (2008), “Feasibility Study of Customer Relationship Management (CRM) Application in Chain Hotels”. The 4th World Conference for Graduate Research in Tourism, Hospitality and Leisure. Antalya, Turkey.

Further information

Teaching interests

Roya teaches across tourism, hospitality, leisure and events subject areas. Her main teaching interests include contemporary issues in tourism and hospitality management, strategic management in leisure businesses, hospitality property management, service marketing and tourism and hospitality foundations.

External academic roles

  • Regional Editor (Europe) for Journal of Hospitality and Tourism Insights
  • Book Reviews Editor for Journal of Hospitality & Tourism Management (JHTM)
  • Special Issue Editor on Big data in Tourism and Hospitality Industry- Journal of Hospitality and Tourism Technology
  • Editorial Board Member of European Management Review
  • Editorial Review Board Member of Journal of Hospitality & Tourism Management
  • Editorial Review Board Member of e‐Review of Tourism Research (eRTR)
  • Editorial Board Member of European Journal of Tourism Research
  • Editorial Board Member of The International Journal of Tourism Sciences
  • Editorial Board Member of Journal of Hospitality and Tourism Technology
  • International Advisory Board of International Journal of Online Marketing (IJOM)
  • Visiting Fellow and Director of Studies - Joint PhD programme of Cardiff Metropolitan University and London School of Commerce (LSC)
  • External Examiner at Ulster University
  • External examiner at Newcastle College
  • PhD External Examiner  - 2016 – Indian Institute of Technology Roorkee
  • External Assessor for course validations and QAA visits

Reviewer

  • International Journal of Contemporary Hospitality Management (IJCHM)
  • Current Issues in Tourism
  • Journal of Hospitality & Tourism Management
  • Journal of Hospitality Marketing & Management
  • Journal of Hospitality and Tourism Technology
  • Computers in Human Behavior Journal
  • The Service Industries Journal
  • Journal of Service Theory and Practice
  • European Academy of Management Conference Series
  • European Journal of Tourism Research (EJTR)
  • Anatolia: An International Journal of Tourism and Hospitality Research
  • Reviewer for International Journal of Tourism Cities
  • Reviewer for Higher Education Academy Awards

Scientific committee member

  • Scientific Committee Member of INVTUR Conference Series, University of Aveiro, Portugal.
  • Scientific Committee Member of Iran’s International Tourism Conference and Related Industries, 27-31 December 2016, Mazandaran, Iran.
  • Scientific Committee Member of Service Quality in Hospitality & Tourism: Experiencing Persian Heritage Conference. 16-17 July 2016, Isfahan, Iran.
  • Scientific Committee Member of the first International Tourism Brand Conference, 3th and 4th of January, 2016. Isfahan – Iran.
  • Technical committee chair of International Conference on Innovation in Business, Economics & Marketing Research (IBEM’14), December 2014, Monastir – Tunisia.
  • Advisory Committee Chair of the 3rd International Conference on Business, Economics, Marketing & Management Research (BEMM-2015), November 6-8, 2015, Hammamet– Tunisia.