Australian School of Business > Schools

Adrian Payne

Adrian Payne - Australian School of Business 

PhD, Melbourne

MSc, Aston

MEd in Higher Education, Melbourne

Diploma in Marketing, Chartered Institute of Marketing

Fellowship and Associate Diplomas in Electrical Engineering, RMIT

Professor

Phone:

+61 2 9385 3390 

Fax:

+61 2 9663 1985 

Room:

3048 

Address:

Quadrangle building

Adrian Payne is Professor of Marketing at the University of New South Wales. He is a frequent keynote speaker at public and in-company seminars and conferences around the world. He has practical experience in marketing, market research, corporate planning and general management. His previous appointments include positions as Chief Executive for a manufacturing company and he has also held senior company appointments in strategic planning and marketing. He has worked widely in the IT, financial services professional services, telecoms, and utilities sectors He has also worked with many manufacturing firms and government departments.

 

His research has appeared in a wide range of journals, including the Journal of Marketing, Journal of the Academy of Marketing Science, Industrial Marketing Management, Marketing Theory, European Journal of Marketing, British Journal of Management, Journal of Strategic Marketing, International Journal of Bank Marketing, Australasian Journal of Marketing, Journal of International Business Studies, Long Range Planning, Scandinavian Journal of Management, Décision Marketing, Australian Psychologist, European Management Journal, Human Relations, Business Horizons, Journal of General Management, Journal of Business Strategy, Journal of Management Consulting, etc.


He is an author of fourteen books including the first text to be published on Relationship Marketing. His books include: The Handbook of CRM, Elsevier Butterworth Heinemann, 2006; Marketing Planning for Service Businesses, Elsevier Butterworth Heinemann, 2006: CRM: Perspectives from the Market Place Butterworth-Heinemann 2003, Relationship Marketing: Creating Stakeholder Value Butterworth-Heinemann 2002. Creating a Company for Customers FT/Prentice Hall 2001, Relationship Marketing: Strategy and Implementation Butterworth-Heinemann 1999, Relationship Marketing for Competitive Advantage Butterworth-Heinemann 1998, Advances in Relationship Marketing Kogan Page 1997, and The Essence of Services Marketing (Prentice Hall, 1993).


He has run many workshops and executive programmes in CRM, Marketing Strategy, Customer Retention and Services Marketing, and has lectured at over twenty leading academic institutions around the world including: Darden School, University of Virginia; Northwestern University; INSEAD; IMD; London Business School; Oxford University; and Cambridge University.

Publications

Books

 

This list includes first language each book was published in. Translations into seven languages including: Spanish, German, Polish, Indonesian, Chinese, etc.

 

  • Payne, A F T and Frow, P E, Strategic Customer Management: Integrating Relationship Marketing and CRM, Cambridge University Press, 2013
  • McDonald, M B H. Frow, P E and Payne, A F T, Marketing Plans for Service Businesses, Wiley, 2012
  • Payne, A F T , The Handbook of CRM: Achieving Excellence in Customer Management, Elsevier Butterworth Heinemann, 2006
  • Knox, S, Maklan, S, Payne, A, Peppard, J and Ryals, L, CRM: Perspectives from the Marketplace , Butterworth Heinemann, 2003
  • Payne, A F T and Rapp, R (eds.), Handbuch Relationship Marketing, 2nd edition, Munich: Verlag Vahlen, 2003.
  • Christopher, M G, Payne, A F T and Ballantyne, D F, Relationship Marketing: Creating Stakeholder Value, Butterworth Heinemann, 2002
  • McDonald, M B H, Christopher, M G Knox, S and Payne, A F T, Creating a Company for Customers: The Way Forward for Business Leaders, Financial Times / Prentice Hall, 2001.
  • Cranfield School of Management Baker, S, Payne, A F T et al, Marketing Management: A Relationship Approach, MacMillan Business, 2000
  • Peck, H, Payne, A F T, Christopher, M G and Clark, M K, Relationship Marketing -Strategy and Implementation: Text and Cases, Butterworth-Heinemann, 1999
  • Payne, A F T (ed.), Advances in Relationship Marketing, Kogan Page, 1995
  • McDonald, M B H and Payne, A F T, Marketing Planning for Service Businesses, Butterworth Heinemann, 1995
  • Payne, A F T, Christopher, M G, Clark, M and Peck, H (eds.), Relationship Marketing for Competitive Advantage: Winning and Keeping Customers, Butterworth Heinemann, 1995
  • Payne, A F T, The Essence of Services Marketing, Prentice Hall, 1993
  • Christopher, M G, Payne, A F T and Ballantyne, D. F, Relationship Marketing: Bringing Quality, Customer Service and Marketing Together, Butterworth Heinemann, 1991

 

Selected Academic Articles and Book Chapters

 

  • ‘Deconstructing the Value Proposition’, European Journal of Marketing, 2013 (with P. Frow)
  • ‘Diagnosing the Supplementary Services Model: Empirical Validation, Advancement and Implementation’, Journal of Marketing Management forthcoming, 2013 (with P. Frow and L. Ngo)
  • ‘A Review of the Scholarly Contribution of Christian Grönroos’, in Ballantyne, D. (ed.) Legends in Marketing: Christian Grönroos - Relationship Marketing, Thousand Oaks, CA: Sage Publications, 2012
  • ‘Designing Business Models for Value Co-Creation’, in  Vargo Stephen L. and Lusch Robert F. (eds.), Toward a Better Understanding of the Role of Value in Markets and Marketing, Review of Marketing Research, Volume 9,  Emerald Publishing, 2012, pp. 51-78. (with K. Storbacka, P. Frow, P. and S. Nenonen)
  • 'Value propositions, Mental Models, and Communication Processes', Industrial Marketing Management, Vol. 40, 2011, pp. 202-210. (with D. Ballantyne, P. Frow and R. Varey)
  • 'A Stakeholder Perspective of the Value Proposition Concept, European Journal of Marketing, Vol. 45, No. 1-2, 2011, pp. 223-40. (with P. Frow)
  • 'Customer Management and CRM: Addressing the Dark Side, Journal of Services Marketing, Vol. 25, No. 2, 2011, pp. 79-89. (with P. Frow, I. Wilkinson and L. Young)
  • 'Jagdish Sheth's Seminal Contribution to Relationship Marketing', in Parvatiyar, A (ed.) Incore Legends in Marketing: Jagdish N. Sheth, Vol. 8. Relationship Marketing, Chapter 14, Thousand Oaks, CA: Sage Publications, 2010, pp. 229-233
  • 'Co-Creation: Diagnosing the Brand Relationship Experience', Journal of Business Research, Vol. 62, 2009, pp. 379-389. (with K. Storbacka, P. Frow and S. Knox)
  • 'Customer Relationship Management: A Strategic Perspective', Journal of Business Market Management, Vol. 3, No. 1, 2009, pp. 7 – 28. (with P. Frow)
  • 'Managing the Co-Creation of Value', Journal of the Academy of Marketing Science, Vol. 36, No. 1, 2008, pp. 83-96. (with P. Frow and K. Storbacka)
  • 'A Strategic Approach to Customer Relationship Management', in M Baker and S Hart (eds.) The Marketing Book, 6th edition, 2008, Elsevier Butterworth Heinemann. (with P. Frow)
  • 'Towards the 'Perfect' Customer Experience', Journal of Brand Management, Vol. 15, No.2, 2007, pp. 89-101. (with P. Frow)
  • 'An Overview of Customer Relationship Management' in Mukerjee, K. (ed.), CRM Implementation: A Strategic Approach, 2006, ICFA Press. (with P Frow)
  • 'Customer Relationship Management: from Strategy to Implementation', Journal of Marketing Management, 2006, Vol. 22, Nos. 1-2, pp. 135 – 168 (with P Frow)
  • 'A Strategic Framework for CRM', Journal of Marketing, Vol. 69, No. 4, October 2005, pp. 167-176. (with P Frow)
  • 'Relationship Marketing: A Stakeholder Approach', European Journal of Marketing, Vol. 39, No. 7/8, 2005, pp. 855-171. (with D Ballantyne and M Christopher)
  • 'The Role of Multi-Channel Integration in Customer Relationship Management', Industrial Marketing Management, Vol. 33, No. 6, August, 2004, pp. 527-538. (with P Frow)
  • 'Relationship Marketing: Looking Back, Looking Forward', Marketing Theory, Vol. 3, No. 1, 2003, pp. 159-166. (with D Ballantyne and M Christopher)
  • 'Diagnosing Customer Value Creation in Relationship Marketing', British Journal of Management, Vol. 12, No. 2, 2001, pp. 159-182. (with S Holt)
  • 'Relationship Value Management: Exploring the Integration of Employee, Customer and Shareholder Value and Enterprise Performance Models', Journal of Marketing Management, Vol. 17, No. 7-8, 2001, pp. 785-817. (with S Holt and P Frow)
  • 'Customer Relationship Management in Financial Services: Towards Information-Enabled Relationship Marketing', Journal of Strategic Marketing, Vol. 9, 2001, pp. 1-25. (with L Ryals)
  • 'Relationship Marketing', in Warner, M (ed), International Encyclopedia of Business and Management, 2nd edition, Thomson Learning, 2001
  • 'Integrating Employee, Customer and Shareholder Value through an Enterprise Performance Model: An Opportunity for Financial Services', International Journal of Bank Marketing, Vol. 18, No. 6, 2000, pp. 258 – 273. (with S Holt and P Frow)
  • 'Relationship Marketing: The UK Perspective', in Sheth, J N and Parvatiyar, A, The Handbook of Relationship Marketing, Sage, 2000
  • 'Relationship Marketing: Insights from the Services Sector', in Hennig-Thurau, T and Hansen, U, Relationship Marketing: Gaining Competitive Advantage Through Customer Satisfaction and Customer Retention, Hannover, 2000. (with P Frow)
  • 'Developing a Segmented Service Strategy: Improving Measurement in Relationship Marketing', Journal of Marketing Management, Vol. 15, No. 8, 1999, pp. 797-818. (with P Frow)
  • 'A Review of the 'Value' Literature and Implications for Relationship Marketing', Australasian Journal of Marketing, 1999, Vol. 7, No. 1, pp. 41-51. (with S Holt)
  • 'Improving the Quality of Services Marketing', in Lovelock, C, Lewis, B and Vandermerwe, S, Services Marketing: European Perspectives, Prentice Hall, 1999. (with D Ballantyne and M Christopher)
  • 'Relationship Marketing: Key Issues for the Utilities Sector', Journal of Marketing Management, Vol. 13, 1997, pp. 463-497. (with P Frow)
  • 'Il Marketing Mix del Servizi: il Modello 7P', De Qualitate, Vol. 6, No. 4, 1997, pp. 55-80. (with M Clark)
  • 'Il Marketing dei Servizi: Il Modello dei Sie Mercati', De Qualitate, Vol. 6, No 1, 1997, pp. 35-41
  • 'Il Marketing dei Servizi: Dal Modello 'sei mercati' al modello delle sette P ', in Negri, L (ed.), Qualità dei Servizi, Collana Prometeo, 1997, pp. 131-168. (with M Clark)
  • 'Improving the Quality of Services Marketing: Service Re(design) is the Critical Link', Journal of Marketing Management, Vol. 11, No. 1, 1995, pp. 7-24. (with D Ballantyne and M Christopher)
  • 'Relationship Marketing and the Relationship Management Chain', Asia/Australia Marketing Journal, Vol. 2, No. 1, 1995, pp. 81-91. (with M Christopher, M Clark and H Peck)
  • 'Management Consultants - The Danish Experience', in von Weltzien Hoivik, H and Follesdal, A, (eds.), Ethics and Consultancy: European Perspectives, Kluwer Academic Publishers, 1995. (with F Poulfelt)
  • 'Marketing Services to External Customers' in Glynn, W J and Barnes, J, (ed.), Understanding Services Management: Integrating Marketing, Organisational Behaviour and Human Resource Management, Oak Tree Press, 1995. (with M Clark)
  • 'Perceptions of Management Consultants: Client and Consultant Perspectives', Scandinavian Journal of Management, Vol. 10, No. 4, 1994, pp. 421-436. (with F Poulfelt)
  • 'Conduire et Measurer la Qualité du Service: Pour une Approach Complète', Décision Marketing, No. 2, May-August, 1994, pp. 1-7. (with D Ballantyne, M Christopher and M Clark
  • 'Internal Marketing to Human Resources', in Armistead C (ed), The Future of Services Management, Kogan Page, 1994, pp. 98-115. (with B Collins)
  • 'M&A Strategy in Professional Service Firms', Ledelse & Erhvervsokonomi, No. 1, 1993, pp. 11-23 (with F Poulfelt)
  • 'Adaptive - Innovative Cognitive Styles of Australian Managers', Australian Psychologist, Vol. 27, No. 2, 1992, pp. 118-122. (with G Foxall, and D Walters)
  • 'Internal Marketing: A New Perspective on HRM', European Management Journal, Vol. 9, No. 3, 1991, pp. 261-270. (with B Collins)
  • 'Marketing for Professional Firms', in Barrett, P S and Males, A R (eds.), Practice Management, Spon Publishing, 1991.
  • 'Acquisitions and Mergers in International Business', in Cutbush-Sabine, K and Selvarajah, C (eds.), International Business, Longman-Cheshire, 1991
  • 'Global Marketing', in Cutbush-Sabine, K and Selvarajah, C (eds.), Intenational Business, Longman-Cheshire, 1991.(with M Christopher)
  • 'Marketing and Non-Marketing Managers', Marketing Intelligence and Planning, Vol. 8, No. 1, 1990, pp. 21 26. (with G Foxall, J Taylor and G Bruce)
  • 'A Four Nation Study of the Relationship Between Marketing Effectiveness, Corporate Culture, Corporate Values and Market Orientation', Journal of International Business Studies, Vol. 21, No. 3, Third Quarter, 1990, pp. 451-468. (with D Norburn, S Birley and M Dunn)

 

Professional Journals and Publications

 

  • 'CRM: a Strategic Approach for Professional Firms', Professional Service Firms Journal: Strategy for Professional Firms, September, 2009. (with P. Frow)
  • 'CRM: Delivering Improved Customer Profitability', The Journal of Customer Loyalty, Vol. 15, 2000
  • 'The CRM Phenomenon', in Reeves, J. (ed.), The Business Guide to CRM, Caspian Publishing, 2000
  • 'Harnessing the Power of Client Relationship Management in Professional Service Firms', Professional Marketing, Vol. 8, Summer, 2000. (with P Frow)
  • 'Building a Business of Delight', in Nash, T, Customer Relationship Management, Institute of Directors and Kogan Page, 1999, pp.9-15. (with M Beishon)
  • 'Relationship Marketing', in Beynon, R (ed.), Global Economics, Icon Books, 1999, pp. 130-144. (with S Holt)
  • 'Service-Profit-Chain – Metrics of New Marketing', Management Network Review, No. 8, 1999
  • 'Relationship Marketing Strategies: Winning and Keeping Customers' in The Marketing Manager's Yearbook, 1996.
  • 'Relationship Marketing: Improving Profitability Through Customer Retention', Australian Company Secretary, Vol. 48, No 7, 1996. (with J Rickard)
  • 'Relationship Marketing Strategy', in Crainer, S (ed.), The Financial Times Handbook of Management, Financial Times, 1995
  • 'Key Problems in Professional Firm Marketing', Practice Marketing, May 1992
  • 'Key Problems in Professional Firm Marketing', Practice Marketing, May 1992
  • 'Prescriptions for Failure in the Quality Revolution', The Quality Magazine, December, 1992. (with D Ballantyne and M Christopher)
  • 'Seven Steps to Failure in the Quality Revolution', Marketing, August 1991. (with D Ballantyne and M Christopher)

 

Papers and Presentations at Conferences and Seminars

 

  • 'Deconstructing the Value Proposition of a Service Innovation Exemplar', Academy of Marketing Conference, Liverpool, UK, July 2011. (with P. Frow)
  • 'Diagnosing the Supplementary Services Model', Academy of Marketing Conference,  Liverpool, UK, July 201. (with P. Frow and L. Ngo)
  • 'Co-creation: A Framework for Collaborative Engagement, 18th International Colloquium in Relationship Marketing, Henley Business School, University of Reading, September, 2010. (with P. Frow, and K. Storbacka)
  • 'Collaboration, Resource Integration and Value Co-Creation within the S-D logic ', Forum on Markets and Marketing: Extending Service Dominant Logic, Cambridge, UK, forthcoming September 2010). (with P. Frow, R. Brodie and V. Little)
  • 'A Conceptual Model for Value Co-Creation: designing collaboration within a service system', EMAC (European Marketing Academy) Conference,, Copenhagen, June 2010. (with P. Frow and K. Storbacka)
  • 'What Characterizes Customer Advocacy?', 19th Annual Frontiers in Service Conference, co-sponsored by CTF- Service Research Center, Karlstad University, Sweden, the Center for Excellence in Service, Robert H. Smith School of Business, University of Maryland, USA, the American Marketing Association (AMA), and in cooperation with the INFORMS Service Science Section, Karlstad University, June , 2010 (with D. Liu and J. Harris)
  • 'Identifying Co-Creation and Value Collaboration Opportunities', Academy of Marketing Conference, Coventry, UK,  July 2010. (with P. Frow, and K. Storbacka)
  • 'Value Propositions: A Service Profit Chain Perspective',  Academy of Marketing Conference, Coventry, UK , July 2010. (with P. Frow)
  • 'Characteristics of Customer Advocacy in a Services Context', ANZMAC 2009 Conference, Melbourne, December 2009 (with D. Liu and J. Harris)
  • 'Reciprocal Value Propositions: A Relationship Oriented Practice for Achieving Mutual Promises of Value', 17th International Colloquium in Relationship Marketing, Maastricht, Netherlands, 2009. (with D. Ballantyne, R. Varey and P. Frow)
  • 'The Value Proposition Concept: Development of a Conceptual Model', Academy of Marketing Conference, Leeds, UK, July 2009. (with P. Frow)
  • 'A Stakeholder Perspective of Value: Extending the Value Proposition in the Context of Stakeholders and Service Dominant Logic'. Forum on Markets and Marketing: Extending Service Dominant Logic, Sydney, December 2008. (with P. Frow)
  • 'Service Dominant Logic and Value Propositions: Re-examining our Mental Models', Otago Forum 2, University of Otago, December 2008. (with D. Ballantyne, R. Varey and P. Frow)
  • 'Focused Value Creation in CRM: The Role of Value Propositions'. EIASM 5th Research Conference on Relationship Marketing and CRM, Brussels, November 2008. (with P. Frow)
  • 'The Value Proposition Concept: Evolution, Development and Application in Marketing. Academy of Marketing Conference , July 2008, UK. (with P Frow)
  • 'Word of Mouth and Fundamental Attribution Error: External Influencing Factors and a Research Agenda' ANZMAC 2008 Conference, Sydney, December 2008 (with D. Liu)
  • 'Customer Husbandry: The Rearing, Growing and Fleecing of Customers', ANZMAC 2008 Conference, Sydney, December 2008 (with I. Wilkinson. L. Young and P. Frow)
  • 'Customer Relationship Management: a Structured Investigation of CRM Success and Failure', AMA Relationship Marketing SIG – ICRM Conference, December 2007. Buenos Aires, Argentina. (with P. Frow and A. Luong)
  • 'Antecedents and Moderating Influences of Customer Advocacy: A Conceptual Model', ANZMAC 2007 Conference, Otago, December 2007 (with D. Liu)
  • 'Relationships and Service-Dominant Logic: Leveraging Co-Creation Opportunities', EIASM 4th Research Conference on Relationship Marketing and CRM, Brussels, November 2007. (with P. Frow and K. Storbacka)
  • 'Co-Creation of Value: Diagnosing the Brand Relationship Experience', Thought Leaders International Conference on Brand Management, The Birmingham Business School, University of Birmingham, April 2007 (with K. Storbacka and P. Frow).
  • 'Service-Dominant Logic: A Framework for Managing Co-Creation of Value' ANZMAC 2006 Conference, Brisbane, December 2006 (with P. Frow and K. Storbacka)
  • 'Towards an Integrated Approach to Co-Creation: Insights from Service-Dominant Logic' EIASM 3rd Research Workshop on Relationship Marketing, Brussels, November 2006 (with K. Storbacka and P. Frow)
  • 'Customer Relationship Management: From Strategy to Implementation', ANZMAC 2005 Conference, Perth, December 2005 (with P. Frow)
  • 'CRM Strategy Formulation & Implementation', EAISM 2nd Workshop on Relationship Marketing, Brussels, October 2005 (with P. Frow)
  • 'Developing a Strategic Approach to Customer Relationship Management', ANZMAC 2004 Conference, Wellington, December 2004 (with P. Frow)
  • 'Customer Relationship Management – From Strategy to Implementation: Some Lessons from Best Practice', Keynote Address, Twelfth International Colloquium on Relationship Marketing, Hamilton, December, 2004
  • 'The Role of Stakeholders in Relationship Marketing' ESRC Seminar Series on Relationship Marketing, Nottingham, March 2004. (with D. Ballantyne and M. Christopher)
  • 'CRM and the Economics of Relationships', EIASM 1st Workshop on Relationship Marketing, Brussels, January 2004
  • 'CRM and The Multi-Channel Integration Challenge' 7th Research Conference on RM and CRM, Berlin, June 2003
  • 'From Relationship Chains to CRM Value Creation Processes', Tenth International Colloquium on Relationship Marketing, Germany, 2002
  • 'CRM Strategy and Measurement Issues', Eighth Annual Research Conference on Relationship Marketing and CRM, Atlanta, 2002
  • 'A Strategic Approach to CRM', European Council on Customer Strategy, Conference Board, London, October 2002
  • 'Developing a Strategic Approach to CRM', Institute of Logistics Convention, Birmingham, 2002
  • 'A Strategic Approach to CRM', CRM Summit, Northwestern University, Chicago, 2001
  • 'A Strategic Framework for Customer Relationship Management', Eighth International Colloquium on Relationship Marketing, Stockholm, November, 2000
  • 'Relationship Value Management: Exploring the Integration of Employee, Customer and Shareholder Value and Enterprise Performance Models', Seventh International Colloquium on Relationship Marketing, Glasgow, November, 1999. (with S Holt and P Frow) Marketing Metrics, Chartered Institute of Marketing, Cookham, 1999. (with P Frow)
  • 'Diagnosing Customer Value: A Review of 'Value' and a Framework for 'Relationship Value Management' , Sixth International Colloquium on Relationship Marketing, Auckland, December, 1998
  • 'Relationship Marketing: Extensions to the Six Markets Model', Keynote Presentation at the ANZMAC 1997 Conference, Melbourne
  • 'Relationship Marketing: Issues for the Utilities Sector', Fourth International Colloquium on Relationship Marketing, Helsinki, 1996 (with P Frow)
  • 'Developing Relationship Marketing Strategy', Fourth Annual Frontiers in Services Conference, American Marketing Association, Vanderbilt University, Nashville, 1995
  • 'Managing Internal Customer Relationships for Competitive Advantage', Third World Marketing Congress, Melbourne, 1995 (with Pennie Frow)
  • 'Relationship Marketing Planning: Issues from the Six Markets', Third International Colloquium on Relationship Marketing, Melbourne, 1995
  • 'Relationship Marketing: Issues for Market Researchers', Marketing Research Society of Australia's 24th Annual Conference, Melbourne, 1995
  • 'Service (Re)Design: The Critical Link Between Quality Management and Services Management', European Institute for Advanced Studies in Management Workshop on Quality Management in Services, Tilburg, 1995 (with D Ballantyne and M Christopher)
  • 'A Framework for Customer Retention', Second Annual Colloquium in Relationship Marketing, November 1994 (with M Clark)
  • 'The Marketing of Services: Key Research Issues in Relationship Marketing', Swiss Doctoral Seminar for Romand Universities, Neuchatel, 1994
  • 'Developing an International Presence: Key Issues for Management Consulting Firms', Academy of Management Conference, Dallas, 1994 (with F Poulfelt and P Frow)
  • 'Achieving Long Term Customer Loyalty: A Strategic Approach', 1994 Annual Marketing Education Group Conference, Ulster, 1994 in Bell J et al. (eds.) Proceedings on Marketing: Unity in Diversity, Belfast (with M Clark)
  • 'Marketing Services to External Customers', Understanding Services Management Conference, Centre for Quality and Services Management, University College, Dublin, May 1994 (with M Clark)
  • 'Management Consultants: Client and Consultant Perspectives', Sixth Annual European Business Ethics Conference, Oslo, September 1993 (with F Poulfelt)
  • 'Customer Retention: Does Employee Retention Hold a Key to Success?' in Davies, M, et al(eds.), Emerging Issues in Marketing, Proceedings of the 1993 Marketing Annual Conference of the Marketing Education Group, (with M Clark).
  • 'Relationship Marketing and the Relationship Management Chain', First Annual Colloquium in Relationship Marketing, August 1994 (with M Christopher, M Clark and H Peck)
  • 'Relationship Marketing: Towards a New Paradigm', Rethinking Marketing: New Perspectives on the Discipline and Profession Symposium, Warwick, 1993 (with M Clark, H Peck and M Christopher)
  • 'Relationship Marketing, Customer Retention and Service Firm Profitability', Seventh Annual British Academy of Management Conference, Milton Keynes, 1993 (with J Rickard)
  • 'Relationship Marketing: A Framework and Research Agenda', in Armistead, C G (ed.) Service Sector Management Research, Bi-Annual Symposium, Cranfield School of Management, 1992, pp 59-74, (with Christopher, M G and Ballantyne, D)
  • 'Seven Prescriptions for Failure in the Service Quality Revolution', Australian Organisation for Quality Annual Conference, Perth, 1992 (with D Ballantyne and M Christopher).
  • 'The Changing Face of Service Quality Management', Sixth Annual British Academy of Management Conference, 1992, (with M Christopher and D Ballantyne)
  • 'The Pathology of M&A in Professional Firms', Strategic Management Society Conference, London, 1992, (with F. Poulfelt)
  • 'Marketing of Consulting Firms: Towards a Relationship Marketing Approach', in Wall, J L and Jauch, L R (eds.), Best Papers Proceedings 1992, Academy of Management, 1992, pp160-164, (with Poulfelt, F)
  • 'Perversity and Conformity in Company-Wide Quality Prescriptions', Third International Quality in Services Conference, Karlstad, Sweden, 1992 (with D Ballantyne and M Christopher)
  • 'The Marketing-Oriented Professional Firm', 1st Annual Competitive Marketing for Accountants and Solicitors Conference, London, 1992
  • 'Relationship Marketing: The Six Markets Framework', Australian and New Zealand Management Educators' Conference, Bond University, 1991 (with M Christopher and D Ballantyne)
  • 'Relationship Marketing - Key Strategic Issues and Future Research Possibilities', Fourth Services Marketing Workshop, University of Manchester Institute of Science and Technology, 1991
  • 'Increasing the Effectiveness of Mergers and Acquisitions Within the Management Consulting Industry', Academy of Management Conference, Miami, 1991 (with F Poulfelt)
  • 'A Pathology of Company-Wide Quality Initiatives: Seven Prescriptions for Failure', Fifth Annual Conference of the British Academy of Management, Bath, 1991 (with M Christopher and D Ballantyne)
  • 'Relationship Marketing', Marketing Education Group Annual Conference, Cardiff, 1991
  • 'Marketing Pathologies in Professional Service Firms', Conference on Professional Firm Management, Manchester Business School, 1991

 

Case Studies

 

  • Implementing a CRM Programme at Mercedes-Benz (with Pennie Frow)
  • Union Bank of Norway Pursues an Enterprising Strategy RS Components
  • Towards Individualised CRM BT
  • Creating new customer value propositions Building value propositions at Zurich Financial Services
  • Ideal Boilers: a mobile solution for plumbers Barclays introduce the 'intelligent sell' Halifax gives extra value with real-time solutions
  • Nationwide fulfils its CRM vision Nortel Networks (with Pennie Frow)
  • Sears, Roebuck and Co. (with Pennie Frow)
  • Relationship Marketing at British Airways
  • Relationship Marketing at Rover Cars

 

Awards

     

  • Winner Best Paper Award, Relationship Marketing Track, ANZMAC Conference, Melbourne, 2009 (with D. Liu and J. Harris)
  • American Marketing Association recognition of Journal of Marketing article: 'A Strategic Framework for Customer Relationship Management' as one of 'Three Most-Cited Articles in Journal of Marketing 2005-2007'
  • Winner Best Conceptual Paper Award, University of Otago, 2005
  • Award in recognition of past contribution to International Colloquium in Relationship Marketing, ICRM, 2002
  • Best-ranked contribution, Frontiers in Services Conference, Vanderbilt University, 1995
  • Winner Best Paper Award, Annual Conference of the Australian and New Zealand Academy of Management, 1994
  • Winner Erik Johnsen Best Paper Award, Management and Business Economics Journal, 1993
  • Winner Best Paper Award, Academy of Management Annual Meeting (USA), Managerial Consultation Division, 1992

 

Editorial Board Membership

       

  • Journal of Service Research
  • Journal of Business Market Management
  • International Journal of Customer Relationship Marketing and Management
  • Décisions Marketing

 

Occasional reviewer for

     

  • Journal of Marketing
  • Journal of the Academy of Marketing Science (JAMS)
  • Journal of Retailing
  • Journal of International Business Studies
  • Journal of Operations Management
  • Journal of Marketing Management
  • International Journal of Business Performance Management, etc

Research interests

  • Customer retention for services
  • Customer advocacy
  • Developing the potential of referral markets
  • Value proposition deconstruction

Research grants

 Courses taught

  • MARK1014 Customer Relationship Management
  • MARK6006 Customer Relationship Management
  • MARK6024 Advanced Marketing Strategy

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