Jeeshan Mirza

Mirza’s research focuses on how frontline employees and organizations contribute to the success of their customers. Much of his work examines frontline employee characteristics and organizational factors that help these employees perform their roles effectively. He is also interested in how customer-facing work affects employee well-being. Another area of his research focuses on negative marketing events such as service failures, brand controversies and other marketplace transgressions. Across this research, he aims to better understand how customers and other actors respond to transgressions and how firms can effectively recover from them. Mirza uses a mixed methods research approach, combining qualitative and quantitative survey-based methods. He is also interested in conceptual research that develops new frameworks and research directions. Mirza’s teaching interests span several areas of marketing, including f undamentals of marketing, service marketing, business to business marketing, and sales management | Service marketing, sales, customer success management, organizational frontlines, service failure and recovery, brand and other marketplace transgressions, marketing, business to business marketing, sales management

Jeeshan Mirza is Assistant Professor at MacEwan University. Their stated interests include Mirza’s research focuses on how frontline employees and organizations contribute to the success of their customers. Much of his work examines frontline employee characteristics and organizational factors that help these employees perform their roles effectively. He is also interested in how customer-facing work affects employee well-being. Another area of his research focuses on negative marketing events such as service failures, brand controversies and other marketplace transgressions. Across this research, he aims to better understand how customers and other actors respond to transgressions and how firms can effectively recover from them. Mirza uses a mixed methods research approach, combi. This summary considered all 2 collected sources.