By Emeritus Professor Adrian Payne

Books

Peck H; Christopher M; Clark M; Payne A, 2013, Relationship Marketing, Taylor & Francis, http://dx.doi.org/10.4324/9780080525150

Christopher M; Payne A; Ballantyne D, 2013, Relationship Marketing, Creating Stakeholder Value, Taylor & Francis, http://dx.doi.org/10.4324/9780080516042

Payne A; Frow P, 2013, Strategic Customer Management, Cambridge University Press (CUP), 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, Achieving Excellence in Customer Management, Taylor & Francis, 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; Maklan S; Payne A; Peppard J; Ryals L, 2007, Customer Relationship Management, Perspectives from The Marketplace, Taylor & Francis, http://dx.doi.org/10.4324/9780080490854

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

Mcdonald M; Payne A, 2006, Marketing Plans for Service Businesses,, 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, 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, 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, ICFAI University Press, Hyderabad, India, pp. 23 - 33

Knox S; Maklan S; Payne A; Peppard J; Ryals L, 2003, 'Chapter 1 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; Maklan S; Payne A; Peppard J; Ryals L, 2003, 'Chapter 2 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; Maklan S; Payne A; Peppard J; Ryals L, 2003, 'Chapter 3 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; Maklan S; Payne A; Peppard J; Ryals L, 2003, 'Chapter 4 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

Knox S; Maklan S; Payne A; Peppard J; Ryals L, 2003, 'Chapter 5 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; Maklan S; Payne A; Peppard J; Ryals L, 2003, 'Chapter 6 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; Maklan S; Payne A; Peppard J; Ryals L, 2003, 'Chapter 7 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; Maklan S; Payne A; Peppard J; Ryals L, 2003, 'Chapter 8 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; Maklan S; Payne A; Peppard J; Ryals L, 2003, 'Chapter 9 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

Christopher M; Payne A; Ballantyne D, 2002, 'Chapter 1 Creating value for the customer', in Relationship Marketing, Elsevier, pp. 1 - 37, http://dx.doi.org/10.1016/b978-0-7506-4839-4.50004-2

Christopher M; Payne A; Ballantyne D, 2002, 'Chapter 2 Creating value for the organisation', in Relationship Marketing, Elsevier, pp. 38 - 75, http://dx.doi.org/10.1016/b978-0-7506-4839-4.50005-4

Christopher M; Payne A; Ballantyne D, 2002, 'Chapter 3 Building marketing relationships: the six markets model', in Relationship Marketing, Elsevier, pp. 76 - 119, http://dx.doi.org/10.1016/b978-0-7506-4839-4.50006-6

Christopher M; Payne A; Ballantyne D, 2002, 'Chapter 6 Developing and implementing a relationship strategy', in Relationship Marketing, Elsevier, pp. 190 - 233, http://dx.doi.org/10.1016/b978-0-7506-4839-4.50009-1

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

Peck H; Payne A; Christopher M; Clark M, 1999, 'Chapter 1 Relationship marketing: The six markets framework', in Relationship Marketing, Elsevier, pp. 1 - 32, http://dx.doi.org/10.1016/b978-0-7506-3626-1.50006-6

Peck H; Payne A; Christopher M; Clark M, 1999, 'Chapter 2 The customer market domain: Managing relationships with buyers, intermediaries and consumers', in Relationship Marketing, Elsevier, pp. 33 - 160, http://dx.doi.org/10.1016/b978-0-7506-3626-1.50007-8

Peck H; Payne A; Christopher M; Clark M, 1999, 'Chapter 3 The supplier and alliance market domain', in Relationship Marketing, Elsevier, pp. 161 - 219, http://dx.doi.org/10.1016/b978-0-7506-3626-1.50008-x

Peck H; Payne A; Christopher M; Clark M, 1999, 'Chapter 4 The referral and influence market domains* *This chapter is a summary version of a Cranfield School of Management working paper by Frow, P. and Payne, A. (1998). Relationship marketing: Developing the potential of referral and influence markets. © Copyright Cranfield School of Management. Reproduced with permission.', in Relationship Marketing, Elsevier, pp. 220 - 300, http://dx.doi.org/10.1016/b978-0-7506-3626-1.50009-1

Peck H; Payne A; Christopher M; Clark M, 1999, 'Chapter 5 The recruitment and internal market domains * * This chapter is a summary version of a Cranfield School of Management Working Paper by Clark, M. ‘Managing Recruitment and Internal Markets: A Relationship Marketing Perspective’.', in Relationship Marketing, Elsevier, pp. 301 - 405, http://dx.doi.org/10.1016/b978-0-7506-3626-1.50010-8

Peck H; Payne A; Christopher M; Clark M, 1999, 'Chapter 6 Creating and implementing relationship marketing strategies', in Relationship Marketing, Elsevier, pp. 406 - 500, http://dx.doi.org/10.1016/b978-0-7506-3626-1.50011-x

Journal articles

McColl-Kennedy JR; Witell L; Frow P; Cheung L; Payne A; Govind R, 2025, 'Patient-centered care in practice: hospital and online primary care settings', Journal of Services Marketing, 39, pp. 15 - 31, http://dx.doi.org/10.1108/JSM-07-2024-0353

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

Payne A; Tanev S, 2021, 'Interview: Discussing Value Proposition Research in the Context of New Companies Committed to Scaling Early and Rapidly', Technology Innovation Management Review, 11, pp. 6 - 12, http://dx.doi.org/10.22215/timreview/1432

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

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