By Emeritus Professor Adrian Payne

Books

Payne A; Frow P, 2013, Strategic Customer Management, Cambridge University Press, http://dx.doi.org/10.1017/cbo9781139057417

Payne A; Frow P, 2013, Strategic Customer Management: Integrating Relationship Marketing and CRM, Payne A, (ed.)

Payne A, 2012, Handbook of CRM, Routledge, http://dx.doi.org/10.4324/9780080476933

McDonald M; Payne A; Frow P, 2011, Marketing Plans for Services, Payne A, (ed.), John Wiley & Sons

Knox S; Payne A; Ryals L; Maklan S; Peppard J, 2007, Customer Relationship Management, Routledge, http://dx.doi.org/10.4324/9780080490854

Payne A, 2006, Handbook of CRM, 1st, Butterworth Heinemann, Oxford

Mcdonald M; Payne A, 2006, Marketing Plans for Service Businesses,, 2nd, Elsevier Butterworth Heinemann

Book Chapters

Payne A, 2019, 'Jagdish Sheth: Scholar, Innovator, Mentor and Philanthropist', in Parvatiyar A; Sisodia R (ed.), Handbook of Marketing Advances in the Era of Disruptions – Essays in Honor of Jagdish N. Sheth, Sage, pp. 602 - 608

Payne A, 2018, 'Value Cocreation: An Ecosystem Perspective', in Vargo S; Lusch R (ed.), The SAGE Handbook of Service-Dominant Logic, SAGE Publications Limited, pp. 80 - 96

Payne A; Frow P, 2016, 'A Strategic Approach to Customer Relationship Management', in Baker M; Hart S (ed.), The Marketing Book, edn. 7th, Routledge, pp. 391 - 413

Payne A; Frow P; Wilkinson I; Young L, 2016, 'CRM and Customer Management: Identifying and Confronting Dark Side Behaviours', in Nguyen B; Simkin L; Canhoto A (ed.), The Dark Side of CRM : Customers, relationships and management, Routledge, http://www.tandf.net/books/details/9781315753737/

Frow P; Payne A, 2015, 'The Nordic School of Services: A Review', in Gummerus J; Von Koskull C (ed.), The Nordic School: Services Marketing and Management for the Future, CERS, Helsinki, pp. 143 - 156

Payne A, 2014, 'A Review of the Scholarly Contribution of Christian Grönroos', in Sheth J (ed.), Legends in Marketing: Christian Gronroos, SAGE Publications Pvt. Limited, pp. 215 - 223

Payne A, 2010, 'Jagdish Sheth`s Seminal Contribution to Relationship Marketing', in Parvatiyar A (ed.), Legends in Marketing: Jagdish H. Sheth, edn. Volume 8, Sage Publications, Thousand Oaks California, pp. 229 - 236

Payne A; Frow P, 2008, 'A Strategic Approach to Customer Relationship Management', in Baker M; Hart S (ed.), The Marketing Book, Elsevier Butterworth Heinemann, Oxford, pp. 391 - 413

PAYNE A, 2008, 'A strategic approach to customer relationship management', in The Marketing Book, Elsevier, pp. 391 - 413, http://dx.doi.org/10.1016/b978-0-7506-8566-5.50024-8

Payne A; Frow P, 2006, 'An Overview of Customer Relationship Management', in Mukerjee K (ed.), CRM Implementation: A Strategic Approach, edn. Original, ICFAI University Press, Hyderabad, India, pp. 23 - 33

KNOX S, 2003, 'A strategic framework for CRM', in Customer Relationship Management, Elsevier, pp. 17 - 41, http://dx.doi.org/10.1016/b978-0-7506-5677-1.50006-4

KNOX S, 2003, 'Channel and media integration process', in Customer Relationship Management, Elsevier, pp. 143 - 183, http://dx.doi.org/10.1016/b978-0-7506-5677-1.50009-x

KNOX S, 2003, 'CRM investments and shareholder value', in Customer Relationship Management, Elsevier, pp. 257 - 273, http://dx.doi.org/10.1016/b978-0-7506-5677-1.50012-x

KNOX S, 2003, 'CRM top of the management agenda', in Customer Relationship Management, Elsevier, pp. 1 - 16, http://dx.doi.org/10.1016/b978-0-7506-5677-1.50005-2

KNOX S, 2003, 'Information management process', in Customer Relationship Management, Elsevier, pp. 184 - 236, http://dx.doi.org/10.1016/b978-0-7506-5677-1.50010-6

KNOX S, 2003, 'Performance assessment process', in Customer Relationship Management, Elsevier, pp. 237 - 256, http://dx.doi.org/10.1016/b978-0-7506-5677-1.50011-8

KNOX S, 2003, 'The future of CRM: What opinion leaders think', in Customer Relationship Management, Elsevier, pp. 274 - 290, http://dx.doi.org/10.1016/b978-0-7506-5677-1.50013-1

KNOX S, 2003, 'The strategy development process', in Customer Relationship Management, Elsevier, pp. 42 - 100, http://dx.doi.org/10.1016/b978-0-7506-5677-1.50007-6

KNOX S, 2003, 'The value creation process', in Customer Relationship Management, Elsevier, pp. 101 - 142, http://dx.doi.org/10.1016/b978-0-7506-5677-1.50008-8

Payne A; Frow P, 2000, 'Services Relationship Marketing: A Sector Case Study', in Relationship Marketing, Springer Berlin Heidelberg, pp. 299 - 316, http://dx.doi.org/10.1007/978-3-662-09745-8_17

Journal articles

Siaw CA; Cadeaux J; Meissner D; Payne A; Sarpong D, 2024, 'Interactions Between Traditional and Reversed IT Adoption: How Incumbent Devices Affect Cross-Situational Specialization of New Entries', IEEE Transactions on Engineering Management, 71, pp. 10009 - 10025, http://dx.doi.org/10.1109/TEM.2023.3298820

Sweeney JC; Frow P; Payne A; McColl-Kennedy JR, 2023, 'How does a hospital servicescape impact the well-being and satisfaction of both health care customers and professionals?', Journal of Services Marketing, 37, pp. 1120 - 1131, http://dx.doi.org/10.1108/JSM-03-2023-0082

Polese F; Payne A; Frow P; Sarno D; Nenonen S, 2021, 'Emergence and phase transitions in service ecosystems', Journal of Business Research, 127, pp. 25 - 34, http://dx.doi.org/10.1016/j.jbusres.2020.11.067

Peters LD; Nenonen S; Polese F; Frow P; Payne A, 2020, 'Viability mechanisms in market systems: prerequisites for market shaping', Journal of Business and Industrial Marketing, 35, pp. 1403 - 1412, http://dx.doi.org/10.1108/JBIM-04-2019-0139

Sweeney J; Payne A; Frow P; Liu D, 2020, 'Customer Advocacy: A Distinctive Form of Word of Mouth', Journal of Service Research, 23, pp. 139 - 155, http://dx.doi.org/10.1177/1094670519900541

Payne A; Frow P; Steinhoff L; Eggert A, 2020, 'Toward a comprehensive framework of value proposition development: From strategy to implementation', Industrial Marketing Management, 87, pp. 244 - 255, http://dx.doi.org/10.1016/j.indmarman.2020.02.015

Eggert A; Frow P; Payne A; Steinhoff L, 2020, 'Understanding and managing customer value propositions: Introduction to the special issue', Industrial Marketing Management, 87, pp. 242 - 243, http://dx.doi.org/10.1016/j.indmarman.2020.01.007

Nenonen S; Storbacka K; Sklyar A; Frow P; Payne A, 2020, 'Value propositions as market-shaping devices: A qualitative comparative analysis', Industrial Marketing Management, 87, pp. 276 - 290, http://dx.doi.org/10.1016/j.indmarman.2019.10.006

Frow P; McColl-Kennedy JR; Payne A; Govind R, 2019, 'Service ecosystem well-being: conceptualization and implications for theory and practice', European Journal of Marketing, 53, pp. 2657 - 2691, http://dx.doi.org/10.1108/EJM-07-2018-0465

Reisman R; Payne A; Frow P, 2019, 'Pricing in consumer digital markets: A dynamic framework', Australasian Marketing Journal, 27, pp. 139 - 148, http://dx.doi.org/10.1016/j.ausmj.2019.07.002

Eggert A; Ulaga W; Frow P; Payne A, 2018, 'Conceptualizing and communicating value in business markets: From value in exchange to value in use', Industrial Marketing Management, 69, pp. 80 - 90, http://dx.doi.org/10.1016/j.indmarman.2018.01.018

Payne A; Frow P; Eggert A, 2017, 'The customer value proposition: evolution, development, and application in marketing', Journal of the Academy of Marketing Science, 45, pp. 467 - 489, http://dx.doi.org/10.1007/s11747-017-0523-z

Payne A; Frow P, 2017, 'Relationship marketing: looking backwards towards the future', Journal of Services Marketing, 31, pp. 11 - 15, http://dx.doi.org/10.1108/JSM-11-2016-0380

Frow P; McColl-Kennedy JR; Payne A, 2016, 'Co-creation practices: Their role in shaping a health care ecosystem', Industrial Marketing Management, 56, pp. 24 - 39, http://dx.doi.org/10.1016/j.indmarman.2016.03.007

Payne A; Frow P; Nenonen S; Storbaka K, 2015, 'Managing Co-Creation Design: A Strategic Approach to Innovation', British Journal of Management, 26, pp. 463 - 483, http://dx.doi.org/10.1111/1467-8551.12087

Payne A; Frow P; McColl-Kennedy J; Hilton T; Davidson A; Brozovic D, 2014, 'Value propositions: A service ecosystems perspective', Marketing Theory, 14, pp. 327 - 351, http://dx.doi.org/10.1177/1470593114534346

Frow P; Ngo LV; Payne A, 2014, 'Diagnosing the supplementary services model: Empirical validation, advancement and implementation', Journal of Marketing Management, 30, pp. 138 - 171, http://dx.doi.org/10.1080/0267257X.2013.814703

Payne A; Frow P, 2014, 'Deconstructing the value proposition of an innovation exemplar', European Journal of Marketing, 48, pp. 237 - 270, http://dx.doi.org/10.1108/EJM-09-2011-0504

Payne A; Frow P, 2014, 'Developing superior value propositions: A strategic marketing imperative', Journal of Service Management, 25, pp. 213 - 227, http://dx.doi.org/10.1108/JOSM-01-2014-0036

Storbacka K; Frow P; Nenonen S; Payne A, 2012, 'Designing business models for value co-creation', Review of Marketing Research, 9, pp. 51 - 78, http://dx.doi.org/10.1108/S1548-6435(2012)0000009007

Payne A; Frow P, 2011, 'A Stakeholder Perspective of the Value Proposition Concept', European Journal of Marketing, 45, pp. 223 - 240, http://dx.doi.org/10.1108/03090561111095676

Payne A; Wilkinson IF; Young L, 2011, 'Customer Management and CRM: Addressing the Dark Side', Journal of Services Marketing, 25, pp. 79 - 89, http://dx.doi.org/10.1108/08876041111119804

Ballantyne D; Frow P; Varey R; Payne A, 2011, 'Value propositions as communication practice: Taking a wider view', Industrial Marketing Management, 40, pp. 202 - 210, http://dx.doi.org/10.1016/j.indmarman.2010.06.032

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