Staff Profile

Dr Ana Domingos Canhoto

Programme Lead
Programme Lead for MSc Programmes Marketing

Department of Marketing

Location:  N307a, Wheatley

Telephone:  +44 (0) 1865 485905

E-mail:  adomingos-canhoto@brookes.ac.uk


 About Ana

Ana is Programme Lead in Marketing, and leads the masters programmes in Marketing. She teaches Marketing Research and Customer Relationship Management. Previously she taught Strategic Marketing, Relationship Marketing and Competitive Business Intelligence. Ana has taught at undergraduate and graduate levels, including MBA, as well as on executive education programmes.

Ana's research focuses on customer profiling and customer management. Currently, she is investigating the use of social media data in customer profiling, as well as how to identify and manage difficult customers, and terminate bad (commercial) relationships. Ana is the chair of the Academy of Marketing's Special Interest Group in Customer Relationship Management and Services Marketing. Ana has reviewed for various leading academic journals and is a regular contributor to key marketing conferences.

In addition to teaching and researching, Ana consults on topics of market segmentation, digital marketing strategy and customer management.

Ana joined Oxford Brookes University in 2010 from Henley Business School. Prior to that, she worked at the London School of Economics, where she was awarded a teaching prize. She was also on the founding team of the Google Online Marketing Challenge, a global online marketing student competition now involving more than 50,000 students from almost 100 countries.

Before joining academia, Ana worked as a management consultant for the telecommunications industry, where she conducted market overviews, oversaw market research and formulated entry strategies. She also worked as a portfolio manager at a leading media and entertainment company, where she organised aspects of copyright management of the organisation's movies and electronic games portfolio. She holds a PhD from the London School of Economics, as well as an MBA from the London Business School.

Www.anacanhoto.com

@canhoto

 Research

Ana's research activities focus on overcoming barriers to the identification and management of undesirable customers.

Examples of research initiatives addressing the challenges of identifying undesirable customers include studying consumer motivation and behaviour to identify good predictors of problematic customers, or the use of social media to overcome gaps in customer information.

This second research stream – managing undesirable customers – considers, among others, revenge behaviours from disgruntled customers and the dynamic aspects of customer value.

In her research and consulting projects, Ana has worked with a wide variety of organisations, from software houses to law enforcement agencies and financial institutions, in the UK and abroad.

 Journal articles

  • Ball, K., Domingos Canhoto, A., Daniel, E., Dibb, S., Meadows, M. and Spiller, K. (2014) 'Taking Responsibility for Border Security: Comercial Interests in the face of e-Borders', Tourism Management, vol. 42, no. , pp. 50-61, January, ISSN 0261-5177.

  • Spiller, K., Ball, K., Daniel, E., Dibb, S., Meadows, M. and Domingos Canhoto, A. (2014) 'Carnivalesque collaborations: reflections on ‘doing’ multi-disciplinary research', Qualitative Research, vol. , no. , pp. , January, ISSN 1468-7941.

  • Domingos Canhoto, A., Clark, M. and Fennemore, P. (2013) 'Emerging segmentation practices in the age of the social customer', Journal of Strategic Marketing, vol. 21, no. 5, pp. , July, ISSN 0965-254X.

  • Domingos Canhoto, A. and Kietzmann, J. (2013) 'Bitter-Sweet! Understanding and Managing Electronic Word of Mouth', Journal of Public Affairs, vol. 13, no. 2, pp. 146-159, May, ISSN 1479-1854.

  • Domingos Canhoto, A. and Clark, M. (2013) 'Customer service 140 characters at a time – the users’ perspective', Journal of Marketing Management, vol. 29, no. 5-6, pp. 522-544, January, ISSN 0267-257?.

  • Ball, K., Domingos Canhoto, A., Daniel, E., Dibb, S., Meadows, M. and Spiller, K. (2013) 'Working on the Edge: Remediation work in the UK Retail Travel Sector', Work, Employment and Society, vol. , no. , pp. , January, ISSN 0950-0170.

  • Domingos Canhoto, A. (2009) 'Safeguarding customer information: the role of staff', Journal of Consumer Marketing, vol. 26, no. 7, pp. 487-495, January, ISSN 0736-3761.

  • Domingos Canhoto, A. (2008) 'Barriers to Segmentation Implementation in Money Laundering Detection', The Marketing Review, vol. 8, no. 2, pp. 163-181, January, ISSN 1472-1384.

  • Domingos Canhoto, A. and Backhouse, J. (2007) 'Profiling under conditions of ambiguity – an application in the financial services industry', Journal of Retailing and Consumer Services, vol. 14, no. 6, pp. 408-419, January, ISSN 0969-6989.

  • Domingos Canhoto, A. (2005) 'Identity and Identification: suggestions for effective authentication', Powerchex e-newsletter, vol. 2, no. , pp. , January, .

  • Backhouse, J., Domingos Canhoto, A., Demitis, D., Dyer, B. and Nardo, M. (2005) 'Spotlight: New approaches to fighting money laundering', AGIS programme JAI/2004/AGIS/182, vol. , no. , pp. , January, .

  • Domingos Canhoto, A. (1994) 'Cost-benefit analysis of government spending', Nova Economia, vol. 8, no. , pp. , January, .

  •  Other publications including books, book chapters and reports

  • Rose, S., Spinks, N. and Domingos Canhoto, A. (2014) 'Management Research: Applying the Principles', , Routledge: , ISBN 978-0-415-62812-9.

  • Domingos Canhoto, A. (2013) 'Critical Examination of the Role of Private Actors in the Fight Against Money Laundering – the case of the UK Retail Banking industry', in Ball, K. and Snider, L., ed. ', , The Surveillance-Industry Complex: A Political Economy of Surveillance, pp. , Routledge: : London, .

  • Fennemore, P., Domingos Canhoto, A. and Clark, M. (2012) 'An investigation of existing and emerging segmentation practices in online social media networks'. Henley Centre for Customer Management: .

  • Domingos Canhoto, A. and Clark, M. (2012) 'Handling online customer feedback'. Henley Centre for Customer Management: .

  • Domingos Canhoto, A. (2011) 'Review of "Marketing Accountability: How to Measure Marketing Effectiveness"', by , in Journal of Product & Brand Management, vol. , no. , pp. , January, ISSN 1061-0421.

  • Domingos Canhoto, A. and Backhouse, J. (2008) 'General description of the process of behavioural profiling', in Hildebrandt, M. and Gutwirth, S., ed. ', , Profiling the European Citizen: Cross-disciplinary perspective, pp. , Springer: : , ISBN 978-1-4020-6913-0.

  • Domingos Canhoto, A. (2008) 'Profiles in context: analysis of the development of a customer loyalty program and a risk scoring practice', in Hildebrandt, M. and Gutwirth, S., ed. ', , Profiling the European Citizen: Cross-disciplinary perspective, pp. , Springer: : , ISBN 978-1-4020-6913-0.

  • Domingos Canhoto, A. and Backhouse, J. (2008) 'Group profiling: an overview of methods and research issues', in Hildebrandt, M. and Gutwirth, S., ed. ', , Profiling the European Citizen: Cross-disciplinary perspective, pp. , Springer: : , ISBN 978-1-4020-6913-0.

  • Domingos Canhoto, A. (2007) 'Ontology-based interpretation and validation of mined knowledge – Normative and cognitive factors in data mining', in Nigro, H. O., Cisaro, S. G. and Xodo, D., ed. ', , Data Mining with Ontologies: Implementations, Findings and Frameworks, pp. , Idea Group: : Hershey, PA, ISBN 978-1599046181.

  • Domingos Canhoto, A. and Backhouse, J. (2005) 'Anti Money laundering reporting and investigation – sorting the wheat from the chaff', in Kantor, P. B., Muresan, G., Roberts, F., Zeng, D. D., Wang, F. Y., Chen, H. and Merkle, R. C., ed. ', , Intelligence and Security Informatics, pp. , Springer: : Atlanta, GA, ISBN 978-3-540-33361-6.

  • Domingos Canhoto, A. and Backhouse, J. (2005) 'Tracing the Identity of a Money Launderer', in Nabeth, T., ed. ', , Fidis D2.2: Set of use case and scenarios, pp. , Fidis: : Fontainebleau, .

  • Domingos Canhoto, A. and Backhouse, J. (2005) 'Tracing the Identity of a Terrorist Financer', in Nabeth, T., ed. ', , Fidis D2.2: set of use case and scenarios, pp. , Fidis: : Fontainebleau, .

  •  Conferences

  • Domingos Canhoto, A., Dibb, S., Simkin, L., Quinn, L. and Analogbei, M. (2014) 'Assessing the impact of social media in Marketing Information Systems'. Paper presented at the AM2014, Bournemouth, July.

  • Padmanabhan, Y. and Domingos Canhoto, A. (2014) 'Studying sentiment in social media conversations using manual vs. automated approaches'. Paper presented at the CAQDAS, University of Surrey, May.

  • Spiller, K., Ball, K., Daniel, E., Dibb, S., Meadows, M. and Domingos Canhoto, A. (2014) 'How was it for your?: Carnivalesque in reflections on a Multi-Disciplinary Surveillance and Organization Research Project'. Paper presented at the 6th Biannual Surveillance and Society Conference, Barcelona, April.

  • Quinton, S. and Domingos Canhoto, A. (2014) 'Where both ends meet, a collaborative approach to developing a digital research agenda'. Paper presented at the E-Marketing SIG, Academy of Marketing workshop ‘Aligning research with practice’, London, January.

  • Domingos Canhoto, A. and Kietzmann, J. (2013) 'How do I know? – Assessing the reliability and validity of micro blogging data'. Paper presented at the Digital Research Conference, Oxford, September.

  • Ball, K., Domingos Canhoto, A., Daniel, E., Dibb, S., Meadows, M. and Spiller, K. (2013) 'Taking Responsibility – The Role of Banks in Anti Money Laundering and Counter Terrorism Financing'. Paper presented at the Academy of Management Annual Meeting, Orlando, Florida, August.

  • Domingos Canhoto, A., vom Lehn, D., Kerrigan, F. and Yalkin, C. (2013) 'The Domino Effect: Refining social media analytics for crisis management'. Paper presented at the Academy of Marketing Conference, Cardiff, UK, July.

  • Ball, K., Domingos Canhoto, A., Daniel, E., Dibb, S., Meadows, M. and Spiller, K. (2013) 'Shared skills, shared value? An investigation of the relevance of marketing for crime detection'. Paper presented at the Academy of Marketing Conference, Cardiff, UK, July.

  • Domingos Canhoto, A., Clark, M. and Fennemore, P. (2012) 'An investigation of emerging segmentation practices in the age of the social customer'. Paper presented at the Academy of Marketing - CRM and Segmentation SIG workshop, Oxford, UK, November.

  • Domingos Canhoto, A. and Clark, M. (2012) 'Customer service 140 characters at a time – the users’ perspective'. Paper presented at the Academy of Marketing Conference 2012, Southampton, July.

  • Domingos Canhoto, A. and Kietzmann, J. (2012) 'A conceptual investigation of the value of social media data as a source of customer insight'. Paper presented at the Academy of Marketing Conference 2012, Southampton, July.

  • Jaber, F., Simkin, L. and Domingos Canhoto, A. (2012) 'Organisational adoption of CRM: towards a conceptual framework'. Paper presented at the Academy of Marketing Conference 2012, Southampton, July.

  • Domingos Canhoto, A. (2012) 'Follow me - using Twitter to extend learning among post-graduate students'. Paper presented at the Brookes-Burgundy Joint Research Conference, Oxford, May.

  • Domingos Canhoto, A., Clark, M. and Fennemore, P. (2012) 'Emerging Applications of Social Media in Customer Management'. Paper presented at the ICRM 2012, , January.

  • Domingos Canhoto, A. (2011) 'Towards a Taxonomy of Risks Associated with the Provision of Financial Services to Criminals and Terrorists'. Paper presented at the 29th Cambridge International Symposium on Economic Crime, Cambridge, September.

  • Domingos Canhoto, A. (2011) 'Middle Men – a Critical Examination of the Role of Commercial Organisations in the Fight Against Terrorism: Challenges, Limitations and Consequences'. Paper presented at the Global Insecurities Conference 2011, Leeds, September.

  • Domingos Canhoto, A., Ball, K., Daniels, L., Dibb, S., Meadows, M. and Spiller, K. (2011) 'The Impact of UK Border Security Controls on Passenger Carriers’ Relationships with Stakeholders'. Paper presented at the Academy of Marketing Conference 2011, Liverpool, July.

  • Domingos Canhoto, A. (2011) 'The State of Complaint Management Research – Review and Research Directions'. Paper presented at the Academy of Marketing Conference 2011, Liverpool, July.

  • Domingos Canhoto, A. (2010) 'Defining and avoiding bad customers in an economic recession'. Paper presented at the 18th International Colloquium in Relationship Marketting, Henley-on-Thames, September.

  • Domingos Canhoto, A. (2010) 'A critical examination of AML profiling practices in UK retail banking'. Paper presented at the Political Economy of Surveillance Research Workshop, Milton Keynes, September.

  • Domingos Canhoto, A. (2010) 'A critical examination of AML profiling practices in UK retail banking'. Paper presented at the Political Economy of Surveillance Conference, Milton Keynes, UK, September.

  • Domingos Canhoto, A. (2010) 'Modelling consumer behaviour in a temporary scenario: the challenges of predicting credit worthiness during a financial crisis'. Paper presented at the Academy of Marketing Conference, Coventry, July.

  • Domingos Canhoto, A. (2010) 'Managing the temporary deterioration of customer profitability: the case of the credit crunch'. Paper presented at the EMAC 2010 Conference,, Copenhagen, June.

  • Domingos Canhoto, A. (2009) 'Methodological Issues of Researching Meaning in Organisations'. Paper presented at the EURAM 2009, Liverpool, UK, May.

  • Domingos Canhoto, A. (2009) 'A Behavioural Approach to Study Meaning in Organisations'. Paper presented at the 11th International Conference on Informatics and Semiotics in Organisations, Beijing, China, April.

  • Neale, L., Hofacker, C. F., Hunter, L., Hudson, K., Murphy, J. and Domingos Canhoto, A. (2008) 'The Google Online Marketing Challenge: a global real-world teaching and learning tool'. Paper presented at the Society for Marketing Advances 2008 Annual Conference, Florida, USA, November.

  • Domingos Canhoto, A. (2008) 'Technical, organisational and cognitive barriers in profiling'. Paper presented at the Academy of Management Annual meeting, California, USA, August.

  • Murphy, J., Hunter, L., Hofacker, C. F., Lavin, M., Voorhees, C. and Domingos Canhoto, A. (2008) 'The Google Online Marketing Challenge: a global teaching and learning initiative'. Paper presented at the Summer Conference of the American Marketing Association, California, USA, August.

  • Domingos Canhoto, A. (2007) 'Detecting undesirable customers: Context and cognition in profiling'. Paper presented at the EURAM, Paris, France, May.

  • Domingos Canhoto, A. (2007) 'Lessons from theory and insights from practice on the effectiveness of segmentation strategies in the UK financial industry: the case of money laundering and terrorism financing'. Paper presented at the Academy of Marketing Research Workshop, Milton Keynes, UK, May.

  • Baptista, J., Backhouse, J. and Domingos Canhoto, A. (2006) 'Impact of intranets on employee perception and behaviour: a case study in a UK bank'. Paper presented at the International Conference Information Systems, Milwaukee, USA, December.

  • Baptista, J., Backhouse, J. and Domingos Canhoto, A. (2006) 'Intranet institutionalisation and organisational trust: a longitudinal case study in a UK bank'. Paper presented at the Academy of Management Annual meeting, Atlanta, USA, August.

  • Domingos Canhoto, A. (2006) 'Les uns et les autres – The role of personal and organizational circumstances in knowledge development and acquisition'. Paper presented at the International Conference on Organizational Learning, Knowledge and Capabilities, Warwick, UK, March.

  • Domingos Canhoto, A. (2005) 'Actions and transactions – Detecting financial crime by behaviour profiling'. Paper presented at the 23rd International Symposium on Financial Crime, Cambridge, UK, September.

  • Domingos Canhoto, A. (2005) 'Information Processing and Decision Making in Financial Intelligence: A Semiotic Approach to Financial Crime Investigation'. Paper presented at the 7th Alternative Perspectives on Finance Conference, Kilkenny, Ireland, August.

  • Domingos Canhoto, A. (2005) 'New approaches to fighting Money Laundering'. Paper presented at the FIDIS WP7 Workshop Profiling, Brussels, Belgium, March.

  • Domingos Canhoto, A. (2004) 'The use of profiling in detecting and preventing money laundering'. Paper presented at the FIDIS WP8 Workshop Identity and Crime, Fontainebleau, France, December.

  • Domingos Canhoto, A. (2004) 'The social construction of categories - the role of communities of practice in the development of a money laundering profile'. Paper presented at the Social Studies of Finance workshop, Edinburgh, UK, October.

  • Domingos Canhoto, A. (2004) 'The social construction of categories - implications for information systems development in the financial services industry'. Paper presented at the Risk and regulation Research student conference, London, UK, September.

  • Domingos Canhoto, A. (2004) 'Neurotic managers: in search of the technological solution for organizational problems'. Paper presented at the Invited special lecture, Evora, Portugal, April.

  • Domingos Canhoto, A. and Backhouse, J. (2004) 'Constructing Categories, Construing Signs – Analysing differences in suspicious transaction reporting practice'. Paper presented at the Information Systems Integrity Group, LSE, London, January.

  • Domingos Canhoto, A. and Day, J. (2003) 'Use of WebCT within the Ac100 course: Reflections on the 2002/2003 experience and recommendations for further development'. Paper presented at the London School of Economics, London, January.

  • Brodin, K., Barwise, P. and Domingos Canhoto, A. (2002) 'UK consumer responses to iDTV'. Paper presented at the London Business School, London, January.

  • Domingos Canhoto, A. (1995) 'Cost-benefit analysis of the Alqueva project'. Paper presented at the Environment Workshop, Faculdade de Economia da Universidade Nova de Lisboa, Portugal, November.

  • Domingos Canhoto, A. (1994) 'Cost-benefit analysis of the Alqueva project'. Paper presented at the Faculdade de Economia da Universidade Nova de Lisboa, Lisbon, January.

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