Ph.D. in Marketing (and Digital Marketing), Cardiff Metropolitan University, UK

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1 YLLKA AZEMI Indiana University Northwest School of Business and Economics, 3400 Broadway, Gary, IN (219) ; linkedin.com/in/yllka-azemi/ SUMMARY Teaching experience in numerous United States and United Kingdom Universities in marketing and digital marketing courses. Passionate to share knowledge and committed to teaching that inspires student s critical thinking and debate that leads to enduring lessons. A devoted researcher with published journal papers, book chapters, and conference papers. Editorial and ad-hoc reviewer on different research projects and member of public speaking scholarly activities across various places, such as Baku, Dubai, Lisbon, and Tirana. Acknowledged marketing and sales trainer and advisor with a record of outstanding evaluation from peers and trainees. EDUCATIONAL QUALIFICATIONS Ph.D. in Marketing (and Digital Marketing), Cardiff Metropolitan University, UK Research Title: Developing a New Construct for On-line Service Failure and Recovery Strategies in the Kosovan Banking Sector M.Sc. in Marketing, University of Wales, UK B.Sc. in Business Management and Public Policy, Rochester Institute of Technology, USA GUEST LECTURING Feb/17 University of West London, London, UK - Deliver lecture on digital marketing and research methodology to postgraduate students. Lecture content: digital marketing strategy, sales negation and failing, service failure and recovery strategy, online customer failure-recovery experience, customer recovery expectation, customer recovery strategy evaluation, customer online and offline post-recovery behaviour, content marketing, quantitative research foundation, qualitative research design and analysis. - Facilitate q/a session to support and advice students on research projects. Nov/15-Jun/16 London College of Contemporary Arts, London, UK - Deliver lectures on digital marketing and research methodology to postgraduate students. Lecture content: social media marketing, online service failure and recovery strategy, online customer behaviour, customer recovery strategy evaluation, customer online and offline post- 1

2 recovery behaviour (WOM, switching behaviour, loyalty), quantitative research foundation, and qualitative research design. - Facilitate q/a session to support and advice students on research projects. Apr/16 CAPA Education, London, UK - Deliver lecture on digital global marketing to postgraduate students. Lecture content: digital marketing strategy, social media marketing, offline and online sales techniques, online and offline service failure and recovery strategy, online customer behaviour, customer expectations, customer online and offline post-recovery behaviour (WOM, switching behaviour, loyalty), quantitative research foundation, and qualitative research design. Dec/15-Feb/16 Regent s University London, London, UK - Deliver lectures on digital marketing to undergraduate and postgraduate students. Lecture content: social media marketing communication, service failure and recovery strategy, customer failure-recovery strategy experience, customer recovery strategy evaluation, customer online and offline post-recovery behaviour. - Facilitate q/a session to support and advice students. Oct/15 University of Lincoln, UK - Deliver lecture on digital marketing to undergraduate students. Lecture content: offline and online sale strategies, social media marketing, content marketing, digital analytics, online service failure and recovery strategy, customer failure-recovery strategy experience. PROFESSIONAL EXPERIENCE Aug/2017-May/2018 Visiting Assistant Professor of Marketing - Teach the following courses to undergraduate and graduate students: Marketing Strategy, Introduction to Marketing Management, Marketing Management, and Retail Strategy - Develop syllabuses for the courses - Develop assignments and assess students - Support and advise students individually Nov/2016-Ongoing Visiting Lecturer of Marketing Riinvest College, Kosovo - Teach and develop syllabuses for the course - Assess students - Support and advise students individually 2

3 - Supervise undergraduate and postgraduate students on research projects - Contribute to development of new programmes and curricula Oct/12-Jul/15 Assistant Professor of Management, Strategic Management, Leadership, Human Resources Management, and Organizational Behavior College of International Management Globus, Kosovo - Teach supplementary material on the course - Develop syllabus for supplementary material - Monitor students in terms of the course objectives and provide feedback to professor - One-on-one support to students Oct/12 Jul/15 Trainer of Marketing Institute of Economic Research Globus, Kosovo - Develop training material - Teach marketing plan components, consumer behaviour (customer targeting strategies), sales techniques and sales negotiation, and advertising - Provide one-on-one advice to trainees Jul/12-Nov/12 Business Advisor of Business Plan and Marketing Plan Business Support Centre Kosovo, Kosovo - Guide and support prospective entrepreneurs to developing business plan and marketing plan - Guide and support existing entrepreneurs to developing marketing plan, understanding customer behaviour, and negotiating sales Jul/12-Nov/12 Trainer of Marketing Business Support Centre Kosovo, Kosovo - Teach marketing plan, sales, and consumer behaviour to existing and prospective entrepreneurs - Provide one-on-one advice to trainees Jul/12-Nov/12 Research Assistant Business Support Centre Kosovo, Kosovo - Assist development of interview guide - Analyze data using SPSS - Write reports Feb/12-Jun/12 Operations Manager Craft Communications Marketing Agency, Kosovo - Develop objectives and facilitate their implementation 3

4 PUBLICATIONS & CONFERENCES - Develop recovery strategies - Facilitate communication across departments - Manage day to day business activities Azemi, Y. Ozuem, W. (Oct. 13, 2017). Online service failure and recovery strategies: A justice theory perspective, Indiana Academy of Social Sciences 2017 Annual Meeting, Indiana. Ozuem, W. and Azemi, Y. (2017). Digital Marketing Strategies for Fashion and Luxury Brands. Hershey, PA: IGI Global. Ozuem, W. and Azemi, Y. (2017). Online service failure and recovery strategies in luxury brands: A view from justice theory. In Ozuem, W. and Azemi, Y. (Eds.), Digital Marketing Strategies for Fashion and Luxury Brands. Hershey, PA: IGI Global. Ozuem, W., Pinho, C. A. and Azemi, Y. (2016). User-generated content and perceived customer value. In Ozuem, W. and Bowen, G. (Eds.), Competitive social media marketing strategies (50-63). Hershey, PA: IGI Global. Azemi, Y. and Ozuem, W. (2016). Online service failure and recovery strategy: The mediating role of social media. In Ozuem, W. and Bowen, G. (Eds.), Competitive social media marketing strategies ( ). Hershey, PA: IGI Global. Azemi, Y. and Ozuem, W. (2016). Service failure and recovery strategies: the mediating effects of social media, In N. J. Delener et al (eds.), Exceeding the vision: Innovate, integrate and motivate, GBATA, Dubai, pp (ISBN: ) Azemi, Y. and Ozuem, W. (2015). Social media and SMEs in transition countries. In Bowen, G. and Ozuem, W. (Eds.), Computer-mediated marketing strategies: social media and online brand communities (pp ). Hershey, PA: IGI Global. Azemi, Y. and Ozuem, W. (2015), Towards an intersectional understanding of online service failure and recovery strategies, in N. J. Delener et al (eds.), Exploring the possibilities for sustainable future growth in business and technology management, GBATA, Peniche/Lisbon, pp Ozuem, W. and Azemi, Y. (2014), Social media and SMEs: The drivers of success for market expansion in transition economies, in N. J. Delener, et al. (eds.) Managing in an interconnected world: Pioneering business and technology excellence, GBATA, Baku, pp (ISBN: ). Ozuem, W. and Azemi, Y. (2014), Internet banking adoption in the emerging markets: the case of Kosovo, in Financial challenges of growth, sustainability and visionary progress of the regional economy, Albanian Centre for Risks s sixth International Conference for Risk, Tirana, pp Ozuem, W. and Azemi, Y. (2014), Imagining an alternative digital divide: Reflections on digital books, in Role, competences and responsibilities of public institutions on generating new scope towards European Integration, University College of International Management Globus, Prishtina, pp

5 Ozuem, W. and Azemi, Y. (2013), The utilization of social media for expansive marketing strategies among SMEs in transition countries, in Public policies and the environment for business development in the regional countries, University College of International Management Globus, Prishtina, pp Azemi, Y. (2012), Investigating the impact of pricing strategies on customer acquisitions: The case of private universities in Kosovo, in Globalization, development, public policy and management: A business development perspective, University College of International Management Globus, Prishtina, pp WORKING PAPERS Azemi, Y., Ozuem, W., Lancaster, G. and Howell, K. E. An exploration into the practice of online service failure and recovery strategies in the Balkans, under review at the European Journal of Marketing. Azemi, Y. and Ozuem, W. Service recovery strategy in the Balkans banking sector: an exploratory study to be submitted to Qualitative Market Research: An International Journal. Azemi, Y. and Ozuem, W. Understanding Failure and Recovery Strategy, to be submitted to IGI Global. ACTIVITIES (2016 present) Editorial reviewer - Digital Marketing Activities for Fashion and Luxury Brands (2017) [forthcoming], IGI Global, USA (2016) Ad-hoc reviewer - Key Challenges and Opportunities in Web Enterprenuership (2017), IGI Global, USA - Competitive Social Media Marketing Strategies (2016), IGI Global, USA (2016) PhD researcher representative to Quality Assurance Agency for Higher Education, London School of Commerce, England ( ) Lead professor assistant representative, Academic Scientific Council of Globus College, Kosovo. PROFESSIONAL DEVELOPMENT AND CERTIFICATIONS 2017 Applying the QM Rubric (APPQMR), Quality Matters, Indiana University 2017 Faculty Innovative Teaching Seminars, Center for Innovation and Scholarship in Teaching and Learning (CISTL), Indiana University Northwest 2017 Teaching Thematically Workshop, Union County College, NJ REFERENCES Professor Geoff Lancaster Dean LSC, the Associate College of Cardiff Metropolitan University Chaucer House, White Hart Yard, London SE1 1NX, UK Geofflancs@gmail.com; +44 (0)

6 Professor Wilson Ozuem Senior Research Fellow University of Gloucestershire Park Campus, The Park, Cheltenham GL50 2RH, UK +44 (0) Professor Muhamet Mustafa Head of Academic Council Riinvest College St. Lidhja e Prizrenit, No. 42, Pristina, Kosovo, Muhamet.mustafa@riinvest.net; +377 (0)

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