Adam Smith Business School

Dr Kalliopi Chatzipanagiotou

  • Senior Lecturer in Marketing (Management)

telephone: 01413305479
email: Kalliopi.Chatzipanagiotou@glasgow.ac.uk

Adam Smith Business School, R344 Level 1, G12 8QQ

Import to contacts

ORCID iDhttps://orcid.org/0000-0001-5139-0625

Biography

Dr Kalliopi Chatzipanagiotou is Senior Lecturer in Marketing and the Head of the Marketing and Consumer Behaviour (MCB) Cluster at the Adam Smith Business School. She holds a PhD in Marketing from the Athens University of Economics and Business.Her research lies in Services Marketing, spanning branding and consumer behavior with a strong emphasis on tourism and hospitality contexts. She focuses on consumer-based and employee-based brand equity, luxury service experiences, e-WOM, and the complex, dynamic processes shaping customer perceptions, decisions, and relationships, including servicescapes, emotions, and parasocial interactions. Her research interests further include marketing models and the application of innovative methodological approaches in the marketing field, such as Configuration Theory and fuzzy-set Qualitative Comparative Analysis (fs/QCA).

Her work has been published in highly reputed international journals, including the British Journal of Management, Journal of Travel Research, Tourism Management, Journal of Business Research, International Business Review, European Journal of Marketing, and the International Journal of Contemporary Hospitality Management, among others. Her research has also been presented at peer-reviewed international conferences, including the Academy of Marketing Science, the European Marketing Academy Conference, the AMS World Marketing Congress, the AMA SERVSIG Conference, and the Global Brand Conference.

Dr Chatzipanagiotou serves on the Editorial Review Boards of the Journal of Travel Research, Journal of Business Research, and the Journal of Product & Brand Management, and has guest edited special issues for international academic journals.

Research interests

Kalliopi is a member of the Marketing research cluster.

Areas of expertise:

  • Services Marketing 
  • Retailing 
  • Tourism Marketing
  • Research Methods in Marketing

Publications

List by: Type | Date

Jump to: 2026 | 2025 | 2024 | 2023 | 2022 | 2020 | 2019 | 2018 | 2017 | 2016 | 2014 | 2013 | 2011 | 2010 | 2009 | 2008 | 2007 | 2006 | 2004 | 2002
Number of items: 57.

2026

Sheng, Jie, Kostyk, Alena ORCID logoORCID: https://orcid.org/0000-0003-2691-0603 and Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2026) Parasocial relationship: reconceptualization, scale development and validation. Journal of Business Research, 210, 116122. (doi: 10.1016/j.jbusres.2026.116122)

2025

Christodoulides, George, Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625, Baker, Jeff and Buhalis, Dimitrios (2025) Conceptualizing and measuring customer luxury experience in hotels. Journal of Travel Research, (doi: 10.1177/00472875251363846) (Early Online Publication)

Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625, Christodoulides, G., Gounaris, S., Dalakoura, A. and Boukis, A. (2025) Managing brand assets internally: turning employees into an integral source of brand equity. British Journal of Management, (doi: 10.1111/1467-8551.70007) (Early Online Publication)

Gounaris, Spiros, Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625, Karantinou, Kalipso and Koritos, Christos D. (2025) Revisiting the effects of tourism and hospitality servicescapes on customers: a complexity approach. Tourism Management, 107, 105068. (doi: 10.1016/j.tourman.2024.105068)

Sheng, Jie, Kostyk, Alena ORCID logoORCID: https://orcid.org/0000-0003-2691-0603 and Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2025) From parasocial interaction to parasocial relationship: a review and research agenda. International Journal of Consumer Studies, 49(2), e70038. (doi: 10.1111/ijcs.70038)

Sheng, J., Kostyk, A. ORCID logoORCID: https://orcid.org/0000-0003-2691-0603 and Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2025) Rethinking Parasocial Relationship. In: 2025 AMS World Marketing Congress, Dijon, France, 2-4 July 2025, (Accepted for Publication)

2024

Fang, Xi, Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Veloutsou, Cleopatra ORCID logoORCID: https://orcid.org/0000-0002-1373-6338 (2024) Untangling the complex and idiosyncratic nature of tourist destination brand equity. Journal of Travel Research, (doi: 10.1177/00472875241268404) (Early Online Publication)

Christodoulides, G., Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625, Baker, J. and Buhalis, D. (2024) The Luxury Customer Experience in Hospitality: Scale Development and Validation. 13th AMA SERVSIG Conference, Bordeaux, France, 05-08 June 2024.

2023

Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625, Azer, Jaylan ORCID logoORCID: https://orcid.org/0000-0002-1847-3178 and Ranaweera, Chatura (2023) E-WOM in the B2B context: conceptual domain, forms, and implications for research. Journal of Business Research, 164, 113957. (doi: 10.1016/j.jbusres.2023.113957)

Magnadi, Rizal Hari, Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Azer, Jaylan ORCID logoORCID: https://orcid.org/0000-0002-1847-3178 (2023) Balancing Spotlight Between For-Profit and Non-Profit Market Orientation for the Service Sector. 18th International Research Symposium on Service Excellence in Management (QUIS 18), Hanoi, Vietnam, 20-23 June 2023.

Liu, Haoran, Anker, Thomas ORCID logoORCID: https://orcid.org/0000-0002-8432-2941 and Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2023) Systematically Reviewing and Revisiting the Concept of Corporate Philanthropy in the Marketing Context: An Abstract. 47th Academy of Marketing Science Annual Conference (AMS 2023), New Orleans, LA, USA, 17-19 May 2023.

2022

Fang, X., Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Veloutsou, C. ORCID logoORCID: https://orcid.org/0000-0002-1373-6338 (2022) Destination Brand Associations. In: Buhalis, Dimitrios (ed.) Encyclopedia of Tourism Management and Marketing. Edward Elgar Publishing. ISBN 9781800377479

2020

Bigne, Enrique, Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Ruiz, Carla (2020) Pictorial content, sequence of conflicting online reviews and consumer decision-making: the stimulus-organism-response model revisited. Journal of Business Research, 115, pp. 403-416. (doi: 10.1016/j.jbusres.2019.11.031)

Veloutsou, Cleopatra ORCID logoORCID: https://orcid.org/0000-0002-1373-6338, Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Christodoulides, GeorgE (2020) The consumer-based brand equity deconstruction and restoration process: lessons from unliked brands. Journal of Business Research, 111, pp. 41-51. (doi: 10.1016/j.jbusres.2019.12.029)

2019

Fang, X., Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Veloutsou, Cleopatra ORCID logoORCID: https://orcid.org/0000-0002-1373-6338 (2019) The Impact of Different Aspects of Perceived Authenticity on the Tourist-Destination Relationship Quality. 22nd AMS World Marketing Congress, Edinburgh, UK, 9-12 July 2019.

Bigne, E., Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Mafe, C. (2019) Type of Eye Gaze Affects Ewom Adoption: An Eye Tracking and Self-report Study. 10th Innovation, Entrepreneurship, Knowledge Academy (INEKA) Conference, Verona, Italy, 11-13 June 2019.

Gounaris, S., Karantinou, K., Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Koritos, C. (2019) A Fresh Insight into the Management of the Servicescapes. 48th EMAC Annual Conference, Hamburg, Germany, 28-31 May 2019.

Khan, M.A., Veloutsou, Cleopatra ORCID logoORCID: https://orcid.org/0000-0002-1373-6338 and Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2019) Consequences Towards Brands After a Service Failure: A Holistic View. 14th Global Brand Conference, Berlin, Germany, 8-10 May 2019.

Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625, Christodoulides, George and Veloutsou, Cleopatra ORCID logoORCID: https://orcid.org/0000-0002-1373-6338 (2019) Managing the consumer-based brand equity process: a cross-cultural perspective. International Business Review, 28(2), pp. 328-343. (doi: 10.1016/j.ibusrev.2018.10.005)

2018

Ruiz-Mafe, Carla, Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Curras-Perez, Rafael (2018) The role of emotions and conflicting online reviews on consumers' purchase intentions. Journal of Business Research, 89, pp. 336-344. (doi: 10.1016/j.jbusres.2018.01.027)

Veloutsou, C. ORCID logoORCID: https://orcid.org/0000-0002-1373-6338, Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Christodoulides, G. (2018) The Consumer-Based Brand Equity Deconstruction and Restoration Process: Lessons from Unliked Brands. In: 8th Global Innovation and Knowledge Academy (GIKA), Valencia, Spain, 25-27 June 2018,

El-Manstrly, D., Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Dalakoura, A. (2018) Contextualising Consumers Personality Traits and General Coping Strategies in Service Failure: Their Effects on Vindictive WOM. In: 47th EMAC Annual Conference, Glasgow, UK, 29 May - 1 June 2018,

2017

Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625, Veloutsou, Cleopatra ORCID logoORCID: https://orcid.org/0000-0002-1373-6338 and Christodoulides, G. (2017) Managing the Consumer-Based Brand Equity Process Across Countries. AMA Global Marketing SIG, Havana, Cuba, 6-8 Apr 2017. (Unpublished)

Ruiz-Mafe, Carla, Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Curras Perez, R. (2017) The Role of Emotions and Conflicting Online Reviews on Consumers' Purchase Intentions. 7th Global Innovation and Knowledge Academy (GIKA), Lisbon, Portugal, 28-30 June 2017. (Unpublished)

Ruiz-Mafe, Carla, Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Curras-Perez, Rafael (2017) What Drives Perceived Value of Collaborative Learning? An FSQCA Approach. In: 11th International Technology, Education and Development Conference (INTED 2017), Valencia, Spain, 6-8 March 2017, pp. 4935-4943. ISBN 9788461784912 (doi: 10.21125/inted.2017.1148)

Veloutsou, Cleopatra ORCID logoORCID: https://orcid.org/0000-0002-1373-6338, Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Christodoulides, G. (2017) Consumer-Based Brand Equity Development Process: A Diagnostic Tool for Least Favourite Brands. 12th Global Brand Conference, Kalmar, Sweden, 26-28 Apr 2017. (Unpublished)

2016

Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625, Veloutsou, Cleopatra ORCID logoORCID: https://orcid.org/0000-0002-1373-6338 and Christodoulides, George (2016) Decoding the complexity of the consumer-based brand equity process. Journal of Business Research, 69(11), pp. 5479-5486. (doi: 10.1016/j.jbusres.2016.04.159)

Gounaris, Spiros, Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625, Boukis, Achilleas and Perks, Helen (2016) Unfolding the recipes for conflict resolution during the new service development effort. Journal of Business Research, 69(10), pp. 4042-4055. (doi: 10.1016/j.jbusres.2016.03.046)

Boukis, A., Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625, Kostopoulos, G. and Yuksel, R. (2016) The Impact of Pro-Customer Deviance And Customer's Participation on Customers' Cognitive and Affective Outcomes. In: Academy of Marketing Science (AMS) Conference, Orlando, FL, USA, 18-21 May 2016, (Unpublished)

Boukis, A., Gounaris, S., Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Chryssochoidis, G. (2016) Managing NSD Multifunctional Teams: An Internal Market Orientation Perspective. In: 23rd Innovation and Product Development Management Conference, Glasgow, Scotland, 12-14 Jun 2016, (Unpublished)

Boukis, Achilles and Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2016) Legitimate Customer Consequences Deriving from Customer-Oriented Deviance. In: 2016 Global Marketing Conference, Hong Kong, China, 21-24 July 2016, pp. 1377-1378.

Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625, Gounaris, S., Boukis, A. and Perks, H. (2016) Applying a Fuzzy Set Qualitative Comparative Analysis for Conflict Resolution During New Service Development. In: 2016 Global Marketing Conference, Hong Kong, China, 21-24 July 2016, p. 79.

Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625, Veloutsou, Cleopatra ORCID logoORCID: https://orcid.org/0000-0002-1373-6338 and Christodoulides, George (2016) The Consumer-Based Brand Equity Process: An fs/Qualitative Comparative Analysis Approach. In: 6th Global Innovation and Knowledge Academy (GIKA 2016), Valencia, Spain, 20-23 March 2016, (Unpublished)

Gounaris, S., Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625, Boukis, A. and Perks, H. (2016) How Conflict-Handling Approaches And Team Dynamics Shape NSD Conflict Resolution. In: Global Marketing Conference, Hong Kong, China, 21-24 Jul 2016, (Unpublished)

2014

Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625, Gounaris, Spiros and Pantouvakis, Angelos (2014) Adopting a relationship marketing approach in retailing services context in order to explain consumers' intention to re-purchase PLBs: a Fuzzy Set Qualitative Comparative Analysis approach. In: 43rd European Marketing Academy Conference (EMAC), Valencia, Spain, 3-6 Jun 2014, p. 126.

Pantouvakis, Angelos, Gounaris, Spiros and Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2014) Exploring effects of personal values on consumer evaluation of service quality: an empirical study. In: 43rd European Marketing Academy Conference (EMAC), Valencia, Spain, 3-6 Jun 2014, p. 114.

2013

Koritos, C. and Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2013) The role of store image in shaping consumer trusting beliefs for private label brands. In: 42nd European Marketing Academy Conference (EMAC), Istanbul, Turkey, 4-6 Jun 2013,

2011

Vassilikopoulou, A., Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625, Siomkos, G. and Triantafillidou, A. (2011) The role of consumer ethical beliefs in product-harm crises. Journal of Consumer Behaviour, 10(5), pp. 279-289. (doi: 10.1002/cb.348)

2010

Chatzipanagiotou, K.C. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Coritos, C.D. (2010) A suggested typology of Greek upscale hotels based on their MrkIS: implications for hotels' overall effectiveness. European Journal of Marketing, 44(11/12), pp. 1576-1611. (doi: 10.1108/03090561011079800)

Gounaris, S., Vassilikopoulou, A. and Chatzipanagiotou, K.C. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2010) Internal-market orientation: a misconceived aspect of marketing theory. European Journal of Marketing, 44(11/12), pp. 1667-1699. (doi: 10.1108/03090561011079837)

Triantafillidou, A., Koritos, C., Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Vassilikopoulou, A. (2010) Pilgrimages: the “promised land” for travel age. International Journal of Contemporary Hospitality Management, 22(3), pp. 382-398. (doi: 10.1108/09596111011035963)

2009

Vassilikopoulou, A., Siomkos, G., Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Pantouvakis, A. (2009) Product-harm crisis management: time heals all wounds? Journal of Retailing and Consumer Services, 16(3), pp. 174-180. (doi: 10.1016/j.jretconser.2008.11.011)

Vassilikopoulou, A., Lepetsos, A., Siomkos, G. and Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2009) The importance of factors influencing product-harm crisis management across different crisis extent levels: a conjoint analysis. Journal of Targeting, Measurement and Analysis for Marketing, 17(1), pp. 65-74. (doi: 10.1057/jt.2008.30)

Theodoridis, P.K. and Chatzipanagiotou, K.C. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2009) Store image attributes and customer satisfaction across different customer profiles within the supermarket sector in Greece. European Journal of Marketing, 43(5/6), pp. 708-734. (doi: 10.1108/03090560910947016)

Vassilikopoulou, Aikaterini, Siomkos, George, Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Triantafillidou, Amalia (2009) Hotels on fire: investigating consumers' responses and perceptions. International Journal of Contemporary Hospitality Management, 21(7), pp. 791-815. (doi: 10.1108/09596110910985296)

2008

Chatzipanagiotou, K.C. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625, Vassilikopoulou, A. and Siomkos, G.J. (2008) An empirical investigation of the relationship between market orientation and MrkIS effectiveness in upscale hotels in Greece. Journal of Targeting, Measurement and Analysis for Marketing, 16(4), pp. 285-297. (doi: 10.1057/jt.2008.20)

Panigyrakis, G.K., Theodoridis, P. and Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2008) Internal market orientation, external market orientation and business performance: an empirical investigation of a mythological triangle in a retail context. In: Marketing Landscapes: A Pause for Thought: European Marketing Academy, 37th Annual Conference, University of Brighton, Brighton Business School, UK, 27-30 May 2008,

2007

Gounaris, S.P., Panigyrakis, G.G. and Chatzipanagiotou, K.C. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2007) Measuring the effectiveness of marketing information systems: an empirically validated instrument. Marketing Intelligence and Planning, 25(6), pp. 612-631. (doi: 10.1108/02634500710819978)

Gounaris, S.P., Tzempelikos, N.A. and Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2007) The relationships of customer-perceived value, satisfaction, loyalty and behavioral intentions. Journal of Relationship Marketing, 6(1), pp. 63-87. (doi: 10.1300/J366v06n01_05)

Panigyrakis, G., Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Theodoridis, P. (2007) Examining the relationship between MrkIS effectiveness and support service quality: some empirical findings. In: Flexible Marketing in an Unpredictable World: 36th EMAC Conference, Reykjavik, Iceland, 22-25 May 2007,

2006

Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Panigyrakis, G. (2006) The hotels typology based on their marketing information systems effectiveness. In: Sustainable Marketing Leadership: A Synthesis of Polymorphous Axioms, Strategies and Tactics: 35th EMAC Conference, Athens University of Economics and Business, Greece, 23-26 May 2006,

Panigyrakis, G. and Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2006) The impact of design characteristics and support services on the effectiveness of marketing information systems: an empirical investigation. Review of Business Information Systems, 10(2), pp. 91-104.

Theodoridis, P. and Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2006) Store image attributes as customer satisfaction drivers: the case of multiple groceries in Greece. In: 13th International Conference on Recent Advances in Retailing and Services Science, Budapest, Hungary, 9-12 July 2006,

Theodoridis, P., Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Panigyrakis, G. (2006) On the relationship between store image attributes, buying experience and customer satisfaction drivers: the case of multiple groceries in Greece. In: Sustainable Marketing Leadership: A Synthesis of Polymorphous Axioms, Strategies and Tactics: 35th EMAC Conference, Athens University of Economics and Business, Greece, 23-26 May 2006,

2004

Panigyrakis, G. and Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2004) Key factors for marketing information systems effectiveness. In: Worldwide Marketing? 33rd EMAC Conference, Murcia, Spain, 18-21 May 2004,

Panigyrakis, G. and Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2004) The relationship between market orientation and marketing information systems effectiveness: an empirical investigation. Review of Business Information Systems, 8(4), pp. 69-82.

2002

Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2002) The strategic role of IT in tourism. In: Honorary Volume for Emeritus Professor Naoum. University of Piraeus: Piraeus, Greece, pp. 1269-1286.

This list was generated on Mon Mar 23 03:07:29 2026 GMT.
Jump to: Articles | Book Sections | Conference or Workshop Item | Conference Proceedings
Number of items: 57.

Articles

Sheng, Jie, Kostyk, Alena ORCID logoORCID: https://orcid.org/0000-0003-2691-0603 and Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2026) Parasocial relationship: reconceptualization, scale development and validation. Journal of Business Research, 210, 116122. (doi: 10.1016/j.jbusres.2026.116122)

Christodoulides, George, Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625, Baker, Jeff and Buhalis, Dimitrios (2025) Conceptualizing and measuring customer luxury experience in hotels. Journal of Travel Research, (doi: 10.1177/00472875251363846) (Early Online Publication)

Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625, Christodoulides, G., Gounaris, S., Dalakoura, A. and Boukis, A. (2025) Managing brand assets internally: turning employees into an integral source of brand equity. British Journal of Management, (doi: 10.1111/1467-8551.70007) (Early Online Publication)

Gounaris, Spiros, Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625, Karantinou, Kalipso and Koritos, Christos D. (2025) Revisiting the effects of tourism and hospitality servicescapes on customers: a complexity approach. Tourism Management, 107, 105068. (doi: 10.1016/j.tourman.2024.105068)

Sheng, Jie, Kostyk, Alena ORCID logoORCID: https://orcid.org/0000-0003-2691-0603 and Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2025) From parasocial interaction to parasocial relationship: a review and research agenda. International Journal of Consumer Studies, 49(2), e70038. (doi: 10.1111/ijcs.70038)

Fang, Xi, Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Veloutsou, Cleopatra ORCID logoORCID: https://orcid.org/0000-0002-1373-6338 (2024) Untangling the complex and idiosyncratic nature of tourist destination brand equity. Journal of Travel Research, (doi: 10.1177/00472875241268404) (Early Online Publication)

Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625, Azer, Jaylan ORCID logoORCID: https://orcid.org/0000-0002-1847-3178 and Ranaweera, Chatura (2023) E-WOM in the B2B context: conceptual domain, forms, and implications for research. Journal of Business Research, 164, 113957. (doi: 10.1016/j.jbusres.2023.113957)

Bigne, Enrique, Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Ruiz, Carla (2020) Pictorial content, sequence of conflicting online reviews and consumer decision-making: the stimulus-organism-response model revisited. Journal of Business Research, 115, pp. 403-416. (doi: 10.1016/j.jbusres.2019.11.031)

Veloutsou, Cleopatra ORCID logoORCID: https://orcid.org/0000-0002-1373-6338, Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Christodoulides, GeorgE (2020) The consumer-based brand equity deconstruction and restoration process: lessons from unliked brands. Journal of Business Research, 111, pp. 41-51. (doi: 10.1016/j.jbusres.2019.12.029)

Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625, Christodoulides, George and Veloutsou, Cleopatra ORCID logoORCID: https://orcid.org/0000-0002-1373-6338 (2019) Managing the consumer-based brand equity process: a cross-cultural perspective. International Business Review, 28(2), pp. 328-343. (doi: 10.1016/j.ibusrev.2018.10.005)

Ruiz-Mafe, Carla, Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Curras-Perez, Rafael (2018) The role of emotions and conflicting online reviews on consumers' purchase intentions. Journal of Business Research, 89, pp. 336-344. (doi: 10.1016/j.jbusres.2018.01.027)

Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625, Veloutsou, Cleopatra ORCID logoORCID: https://orcid.org/0000-0002-1373-6338 and Christodoulides, George (2016) Decoding the complexity of the consumer-based brand equity process. Journal of Business Research, 69(11), pp. 5479-5486. (doi: 10.1016/j.jbusres.2016.04.159)

Gounaris, Spiros, Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625, Boukis, Achilleas and Perks, Helen (2016) Unfolding the recipes for conflict resolution during the new service development effort. Journal of Business Research, 69(10), pp. 4042-4055. (doi: 10.1016/j.jbusres.2016.03.046)

Vassilikopoulou, A., Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625, Siomkos, G. and Triantafillidou, A. (2011) The role of consumer ethical beliefs in product-harm crises. Journal of Consumer Behaviour, 10(5), pp. 279-289. (doi: 10.1002/cb.348)

Chatzipanagiotou, K.C. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Coritos, C.D. (2010) A suggested typology of Greek upscale hotels based on their MrkIS: implications for hotels' overall effectiveness. European Journal of Marketing, 44(11/12), pp. 1576-1611. (doi: 10.1108/03090561011079800)

Gounaris, S., Vassilikopoulou, A. and Chatzipanagiotou, K.C. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2010) Internal-market orientation: a misconceived aspect of marketing theory. European Journal of Marketing, 44(11/12), pp. 1667-1699. (doi: 10.1108/03090561011079837)

Triantafillidou, A., Koritos, C., Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Vassilikopoulou, A. (2010) Pilgrimages: the “promised land” for travel age. International Journal of Contemporary Hospitality Management, 22(3), pp. 382-398. (doi: 10.1108/09596111011035963)

Vassilikopoulou, A., Siomkos, G., Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Pantouvakis, A. (2009) Product-harm crisis management: time heals all wounds? Journal of Retailing and Consumer Services, 16(3), pp. 174-180. (doi: 10.1016/j.jretconser.2008.11.011)

Vassilikopoulou, A., Lepetsos, A., Siomkos, G. and Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2009) The importance of factors influencing product-harm crisis management across different crisis extent levels: a conjoint analysis. Journal of Targeting, Measurement and Analysis for Marketing, 17(1), pp. 65-74. (doi: 10.1057/jt.2008.30)

Theodoridis, P.K. and Chatzipanagiotou, K.C. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2009) Store image attributes and customer satisfaction across different customer profiles within the supermarket sector in Greece. European Journal of Marketing, 43(5/6), pp. 708-734. (doi: 10.1108/03090560910947016)

Vassilikopoulou, Aikaterini, Siomkos, George, Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Triantafillidou, Amalia (2009) Hotels on fire: investigating consumers' responses and perceptions. International Journal of Contemporary Hospitality Management, 21(7), pp. 791-815. (doi: 10.1108/09596110910985296)

Chatzipanagiotou, K.C. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625, Vassilikopoulou, A. and Siomkos, G.J. (2008) An empirical investigation of the relationship between market orientation and MrkIS effectiveness in upscale hotels in Greece. Journal of Targeting, Measurement and Analysis for Marketing, 16(4), pp. 285-297. (doi: 10.1057/jt.2008.20)

Gounaris, S.P., Panigyrakis, G.G. and Chatzipanagiotou, K.C. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2007) Measuring the effectiveness of marketing information systems: an empirically validated instrument. Marketing Intelligence and Planning, 25(6), pp. 612-631. (doi: 10.1108/02634500710819978)

Gounaris, S.P., Tzempelikos, N.A. and Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2007) The relationships of customer-perceived value, satisfaction, loyalty and behavioral intentions. Journal of Relationship Marketing, 6(1), pp. 63-87. (doi: 10.1300/J366v06n01_05)

Panigyrakis, G. and Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2006) The impact of design characteristics and support services on the effectiveness of marketing information systems: an empirical investigation. Review of Business Information Systems, 10(2), pp. 91-104.

Panigyrakis, G. and Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2004) The relationship between market orientation and marketing information systems effectiveness: an empirical investigation. Review of Business Information Systems, 8(4), pp. 69-82.

Book Sections

Fang, X., Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Veloutsou, C. ORCID logoORCID: https://orcid.org/0000-0002-1373-6338 (2022) Destination Brand Associations. In: Buhalis, Dimitrios (ed.) Encyclopedia of Tourism Management and Marketing. Edward Elgar Publishing. ISBN 9781800377479

Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2002) The strategic role of IT in tourism. In: Honorary Volume for Emeritus Professor Naoum. University of Piraeus: Piraeus, Greece, pp. 1269-1286.

Conference or Workshop Item

Christodoulides, G., Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625, Baker, J. and Buhalis, D. (2024) The Luxury Customer Experience in Hospitality: Scale Development and Validation. 13th AMA SERVSIG Conference, Bordeaux, France, 05-08 June 2024.

Magnadi, Rizal Hari, Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Azer, Jaylan ORCID logoORCID: https://orcid.org/0000-0002-1847-3178 (2023) Balancing Spotlight Between For-Profit and Non-Profit Market Orientation for the Service Sector. 18th International Research Symposium on Service Excellence in Management (QUIS 18), Hanoi, Vietnam, 20-23 June 2023.

Liu, Haoran, Anker, Thomas ORCID logoORCID: https://orcid.org/0000-0002-8432-2941 and Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2023) Systematically Reviewing and Revisiting the Concept of Corporate Philanthropy in the Marketing Context: An Abstract. 47th Academy of Marketing Science Annual Conference (AMS 2023), New Orleans, LA, USA, 17-19 May 2023.

Fang, X., Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Veloutsou, Cleopatra ORCID logoORCID: https://orcid.org/0000-0002-1373-6338 (2019) The Impact of Different Aspects of Perceived Authenticity on the Tourist-Destination Relationship Quality. 22nd AMS World Marketing Congress, Edinburgh, UK, 9-12 July 2019.

Bigne, E., Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Mafe, C. (2019) Type of Eye Gaze Affects Ewom Adoption: An Eye Tracking and Self-report Study. 10th Innovation, Entrepreneurship, Knowledge Academy (INEKA) Conference, Verona, Italy, 11-13 June 2019.

Gounaris, S., Karantinou, K., Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Koritos, C. (2019) A Fresh Insight into the Management of the Servicescapes. 48th EMAC Annual Conference, Hamburg, Germany, 28-31 May 2019.

Khan, M.A., Veloutsou, Cleopatra ORCID logoORCID: https://orcid.org/0000-0002-1373-6338 and Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2019) Consequences Towards Brands After a Service Failure: A Holistic View. 14th Global Brand Conference, Berlin, Germany, 8-10 May 2019.

Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625, Veloutsou, Cleopatra ORCID logoORCID: https://orcid.org/0000-0002-1373-6338 and Christodoulides, G. (2017) Managing the Consumer-Based Brand Equity Process Across Countries. AMA Global Marketing SIG, Havana, Cuba, 6-8 Apr 2017. (Unpublished)

Ruiz-Mafe, Carla, Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Curras Perez, R. (2017) The Role of Emotions and Conflicting Online Reviews on Consumers' Purchase Intentions. 7th Global Innovation and Knowledge Academy (GIKA), Lisbon, Portugal, 28-30 June 2017. (Unpublished)

Veloutsou, Cleopatra ORCID logoORCID: https://orcid.org/0000-0002-1373-6338, Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Christodoulides, G. (2017) Consumer-Based Brand Equity Development Process: A Diagnostic Tool for Least Favourite Brands. 12th Global Brand Conference, Kalmar, Sweden, 26-28 Apr 2017. (Unpublished)

Conference Proceedings

Sheng, J., Kostyk, A. ORCID logoORCID: https://orcid.org/0000-0003-2691-0603 and Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2025) Rethinking Parasocial Relationship. In: 2025 AMS World Marketing Congress, Dijon, France, 2-4 July 2025, (Accepted for Publication)

Veloutsou, C. ORCID logoORCID: https://orcid.org/0000-0002-1373-6338, Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Christodoulides, G. (2018) The Consumer-Based Brand Equity Deconstruction and Restoration Process: Lessons from Unliked Brands. In: 8th Global Innovation and Knowledge Academy (GIKA), Valencia, Spain, 25-27 June 2018,

El-Manstrly, D., Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Dalakoura, A. (2018) Contextualising Consumers Personality Traits and General Coping Strategies in Service Failure: Their Effects on Vindictive WOM. In: 47th EMAC Annual Conference, Glasgow, UK, 29 May - 1 June 2018,

Ruiz-Mafe, Carla, Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Curras-Perez, Rafael (2017) What Drives Perceived Value of Collaborative Learning? An FSQCA Approach. In: 11th International Technology, Education and Development Conference (INTED 2017), Valencia, Spain, 6-8 March 2017, pp. 4935-4943. ISBN 9788461784912 (doi: 10.21125/inted.2017.1148)

Boukis, A., Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625, Kostopoulos, G. and Yuksel, R. (2016) The Impact of Pro-Customer Deviance And Customer's Participation on Customers' Cognitive and Affective Outcomes. In: Academy of Marketing Science (AMS) Conference, Orlando, FL, USA, 18-21 May 2016, (Unpublished)

Boukis, A., Gounaris, S., Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Chryssochoidis, G. (2016) Managing NSD Multifunctional Teams: An Internal Market Orientation Perspective. In: 23rd Innovation and Product Development Management Conference, Glasgow, Scotland, 12-14 Jun 2016, (Unpublished)

Boukis, Achilles and Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2016) Legitimate Customer Consequences Deriving from Customer-Oriented Deviance. In: 2016 Global Marketing Conference, Hong Kong, China, 21-24 July 2016, pp. 1377-1378.

Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625, Gounaris, S., Boukis, A. and Perks, H. (2016) Applying a Fuzzy Set Qualitative Comparative Analysis for Conflict Resolution During New Service Development. In: 2016 Global Marketing Conference, Hong Kong, China, 21-24 July 2016, p. 79.

Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625, Veloutsou, Cleopatra ORCID logoORCID: https://orcid.org/0000-0002-1373-6338 and Christodoulides, George (2016) The Consumer-Based Brand Equity Process: An fs/Qualitative Comparative Analysis Approach. In: 6th Global Innovation and Knowledge Academy (GIKA 2016), Valencia, Spain, 20-23 March 2016, (Unpublished)

Gounaris, S., Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625, Boukis, A. and Perks, H. (2016) How Conflict-Handling Approaches And Team Dynamics Shape NSD Conflict Resolution. In: Global Marketing Conference, Hong Kong, China, 21-24 Jul 2016, (Unpublished)

Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625, Gounaris, Spiros and Pantouvakis, Angelos (2014) Adopting a relationship marketing approach in retailing services context in order to explain consumers' intention to re-purchase PLBs: a Fuzzy Set Qualitative Comparative Analysis approach. In: 43rd European Marketing Academy Conference (EMAC), Valencia, Spain, 3-6 Jun 2014, p. 126.

Pantouvakis, Angelos, Gounaris, Spiros and Chatzipanagiotou, Kalliopi ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2014) Exploring effects of personal values on consumer evaluation of service quality: an empirical study. In: 43rd European Marketing Academy Conference (EMAC), Valencia, Spain, 3-6 Jun 2014, p. 114.

Koritos, C. and Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2013) The role of store image in shaping consumer trusting beliefs for private label brands. In: 42nd European Marketing Academy Conference (EMAC), Istanbul, Turkey, 4-6 Jun 2013,

Panigyrakis, G.K., Theodoridis, P. and Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2008) Internal market orientation, external market orientation and business performance: an empirical investigation of a mythological triangle in a retail context. In: Marketing Landscapes: A Pause for Thought: European Marketing Academy, 37th Annual Conference, University of Brighton, Brighton Business School, UK, 27-30 May 2008,

Panigyrakis, G., Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Theodoridis, P. (2007) Examining the relationship between MrkIS effectiveness and support service quality: some empirical findings. In: Flexible Marketing in an Unpredictable World: 36th EMAC Conference, Reykjavik, Iceland, 22-25 May 2007,

Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Panigyrakis, G. (2006) The hotels typology based on their marketing information systems effectiveness. In: Sustainable Marketing Leadership: A Synthesis of Polymorphous Axioms, Strategies and Tactics: 35th EMAC Conference, Athens University of Economics and Business, Greece, 23-26 May 2006,

Theodoridis, P. and Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2006) Store image attributes as customer satisfaction drivers: the case of multiple groceries in Greece. In: 13th International Conference on Recent Advances in Retailing and Services Science, Budapest, Hungary, 9-12 July 2006,

Theodoridis, P., Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 and Panigyrakis, G. (2006) On the relationship between store image attributes, buying experience and customer satisfaction drivers: the case of multiple groceries in Greece. In: Sustainable Marketing Leadership: A Synthesis of Polymorphous Axioms, Strategies and Tactics: 35th EMAC Conference, Athens University of Economics and Business, Greece, 23-26 May 2006,

Panigyrakis, G. and Chatzipanagiotou, K. ORCID logoORCID: https://orcid.org/0000-0001-5139-0625 (2004) Key factors for marketing information systems effectiveness. In: Worldwide Marketing? 33rd EMAC Conference, Murcia, Spain, 18-21 May 2004,

This list was generated on Mon Mar 23 03:07:29 2026 GMT.

Supervision

Kalliopi has successfully supervised PhD students through to completion and continues to supervise doctoral researchers. She welcomes enquiries from prospective PhD candidates in the field of Services Marketing, with particular emphasis on tourism and retailing.

Current PhD students

Teaching

Postgraduate

  • Services Marketing (MSc core course)
  • Cases Problems in Marketing Management (MBA elective course)

Undergraduate

  • Introduction to Services Marketing (UG elective course)

Previously Taught (ASBS)

  • Strategic Marketing Management (MSc)
  • International Marketing Management (MSc)
  • Marketing Research (UG)
  • E- marketing Strategy (MSc)

Additional information

Kalliopi has extensive experience in executive education, having delivered training in Services Marketing, Personal Selling, Customer Relationship Management, and Tourism. She has worked closely with leading Greek and multinational organisations across a range of sectors, supporting managerial development and practice-oriented learning.

She has participated in numerous research projects funded by the European Union, as well as by companies and professional organisations, including the Hellenic Telecommunications Organization (OTE), the Professional Chamber of Athens, and the Hellenic Institute of Customer Service. She has also contributed to research teams involved in the design and development of distance learning programmes, including projects in marketing education and the evaluation of technology-enhanced training environments.


Kalliopi Chatzipanagiotou