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Lucia Silvestro

Dr Lucia Silvestro

 https://orcid.org/0009-0003-9632-4404

    • Aston Triangle

      B4 7ET Birmingham

      United Kingdom

    Personal profile

    Biography

    Dr Lucia Silvestro is a Lecturer in Digital Marketing in the Marketing and Strategy department at Aston Business School. Lucia teaches on the Understanding Consumer Behaviour for Managers module at undergraduate level and the Marketing Management module at postgraduate level. Previously, she was a part-time visiting lecturer at University of Birmingham. Lucia holds a Ph.D. (2023) in Marketing and an MA in Social Science Research (2019) from the University of Birmingham and a B.Sc. in Management (2017) from Warwick Business School. Her Ph.D. was funded by an Economic and Social Research Council Scholarship.

     

    Her research interests focus on service failure and recovery. Her primary area of interest concerns how firms’ communications strategies can change the outcomes of double deviation situations. Double deviations concern instances of failed service recoveries. Her Ph.D. project focused on how empathy conveyed in the managerial apology could influence customers’ perceptions of apologizers’ motives and customers’ subsequent revenge desires.

    Short Bio (max 200 characters)

    Dr Silvestro's research focuses on service failure and recovery.

    Education/Academic qualification

    PhD, Marketing, Birmingham Business School

    MA, Social Research, Birmingham Business School

    BSc, Management, Warwick Business School

    Expertise related to UN Sustainable Development Goals

    In 2015, UN member states agreed to 17 global Sustainable Development Goals (SDGs) to end poverty, protect the planet and ensure prosperity for all. This person’s work contributes towards the following SDG(s):

    1. SDG 12 - Responsible Consumption and Production
      SDG 12 Responsible Consumption and Production

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    Collaborations and top research areas from the last five years

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    • 2 Conference publication
    • 1 Article

    • A good telling-off! A study of customer reprimand strategies

      Silvestro, L. & Silvestro, R., 26 Dec 2025, (E-pub ahead of print) In: International Journal of Contemporary Hospitality Management. p. 1-19 19 p.

      Research output: Contribution to journal › Article › peer-review

      Open Access
      File
      3   Link opens in a new tab Citations (SciVal)
      10 Downloads (Pure)

    • Managing novice and experienced customers: an evaluability-based perspective on service recovery

      Silvestro, L., C. Harris, L. & Istanbulluoglu, D., 27 May 2025, Proceedings of the European Marketing Academy. 11 p.

      Research output: Chapter in Book/Published conference output › Conference publication

      Open Access

    • Service Recovery and the Role of Prior Experience: Empathise or Reimburse?

      Silvestro, L., C. Harris, L. & Istanbulluoglu, D., 2024, Proceedings of Academy of Marketing 2024 Annual Conference and Doctoral Colloquium: : Marketing: Fusing resilience and power for public value – igniting marketing’s social spirit .

      Research output: Chapter in Book/Published conference output › Conference publication