By Emeritus Professor Adrian Payne

Journal articles

Payne A; Storbacka K; Frow P; Knox S, 2009, 'Co-creating brands: Diagnosing and designing the relationship experience', Journal of Business Research, 62, pp. 379 - 389

Frow P; Payne A, 2009, 'Customer Relationship Management: A Strategic Perspective', Journal of Business Market Management, 3, pp. 7 - 27, http://dx.doi.org/10.1007/s12087-008-0035-8

Payne A; Storbacka K; Frow P, 2008, 'Managing the Co-Creation of Value', Journal of the Academy of Marketing Science, 36, pp. 83 - 96

Frow P; Payne A, 2007, 'Towards the `Perfect`Customer Experience.', Journal of Brand Management, 15, pp. 89 - 101, http://dx.doi.org/10.1057/palgrave.bm.2550120

Payne A; Frow P, 2006, 'Customer Relationship Management: from Strategy to Implementation', Journal of Marketing Management, 22, pp. 135 - 168, http://dx.doi.org/10.1362/026725706776022272

Payne A; Ballantyne D; Christopher M, 2005, 'A stakeholder approach to relationship marketing strategy: The development and use of the “six markets” model', European Journal of Marketing, 39, pp. 855 - 871, http://dx.doi.org/10.1108/03090560510601806

Payne A; Frow P, 2005, 'A Strategic Framework for CRM', Journal of Marketing, 69, pp. 167 - 176, http://dx.doi.org/10.1509/jmkg.2005.69.4.167

Payne A; Frow P, 2004, 'The role of multichannel integration in customer relationship management', Industrial Marketing Management, 33, pp. 527 - 538, http://dx.doi.org/10.1016/j.indmarman.2004.02.002

Ballantyne D; Christopher M; Payne A, 2003, 'Relationship Marketing: Looking Back, Looking Forward', Marketing Theory, 3, pp. 159 - 166, http://dx.doi.org/10.1177/1470593103003001009

Ryals L; Payne A, 2001, 'Customer relationship management in financial services: towards information-enabled relationship marketing', Journal of Strategic Marketing, 9, pp. 3 - 27, http://dx.doi.org/10.1080/713775725

Payne A; Holt S, 2001, 'Diagnosing Customer Value: Integrating the Value Process and Relationship Marketing', British Journal of Management, 12, pp. 159 - 182, http://dx.doi.org/10.1111/1467-8551.00192

Payne A; Holt S; Frow P, 2001, 'Relationship Value Management: Exploring the Integration of Employee, Customer and Shareholder Value and Enterprise Performance Models', Journal of Marketing Management, 17, pp. 785 - 817, http://dx.doi.org/10.1362/026725701323366827

Payne A; Holt S; Frow P, 2000, 'Integrating employee, customer and shareholder value through an enterprise performance model: an opportunity for financial services', International Journal of Bank Marketing, 18, pp. 258 - 273, http://dx.doi.org/10.1108/02652320010358689

Payne A; Holt S, 1999, 'A Review of the ‘Value’ Literature and Implications for Relationship Marketing', Australasian Marketing Journal, 7, pp. 41 - 51, http://dx.doi.org/10.1016/s1441-3582(99)70201-6

Payne A; Frow P, 1999, 'Developing a Segmented Service Strategy: Improving Measurement in Relationship Marketing', Journal of Marketing Management, 15, pp. 797 - 818, http://dx.doi.org/10.1362/026725799784772666

Payne A; Frow P, 1997, 'Relationship marketing: Key issues for the utilities sector', Journal of Marketing Management, 13, pp. 463 - 477, http://dx.doi.org/10.1080/0267257x.1997.9964486

Ballantyne D; Christopher M; Payne A, 1995, 'Improving the quality of services marketing: Service (Re) design is the critical link', Journal of Marketing Management, 11, pp. 7 - 24, http://dx.doi.org/10.1080/0267257x.1995.9964326

Payne A; Christopher M; Clark M; Peck H, 1994, 'Relationship Marketing and the Relationship Management Chain', Asia-Australia Marketing Journal, 2, pp. 81 - 91, http://dx.doi.org/10.1016/s1320-1646(94)70280-x

Foxall GR; Payne AF; Walters DA, 1992, 'Adaptive-innovative cognitive styles of Australian managers', Australian Psychologist, 27, pp. 118 - 122, http://dx.doi.org/10.1080/00050069208257592

Collins B; Payne A, 1991, 'Internal marketing: A new perspective for HRM', European Management Journal, 9, pp. 261 - 270, http://dx.doi.org/10.1016/0263-2373(91)90006-c

Foxall GR; Payne AF; Taylor JW; Bruce GD, 1990, 'Marketing and Non‐marketing Managers', Marketing Intelligence & Planning, 8, pp. 21 - 26, http://dx.doi.org/10.1108/eum0000000001071

Norburn D; Birley S; Dunn M; Payne A, 1990, 'A Four Nation Study of thee Relationship Between Marketing Effectiveness, Corporate Culture, Corporate Values, and Market Orientation', Journal of International Business Studies, 21, pp. 451 - 468, http://dx.doi.org/10.1057/palgrave.jibs.8490828

Foxall GR; Payne AF, 1989, 'Adaptors and Innovators in Organizations: A Cross-Cultural Study of the Cognitive Styles of Managerial Functions and Subfunctions', Human Relations, 42, pp. 639 - 649, http://dx.doi.org/10.1177/001872678904200706

Conference Papers

Payne A; Frow P, 2014, 'Conceptualising Co-creation as an Orientation', in Arli D; Rundle-Thiele S; Kubacki K (eds.), ANZMAC 2014, ANZMAC 2014, Brisbane, Queensland, presented at ANZMAC 2014, Brisbane, Queensland, 01 December 2014 - 03 December 2014

Payne A; Frow P, 2014, 'Co-Creation: A Case Study of a 'Focused' Business Model Approach', in Payne A (ed.), Co-Creation: A Case Study of a 'Focused' Business Model Approach, EMAC 43rd Annual Conference, Valencia, Spain, presented at EMAC 43rd Annual Conference, Valencia, Spain, 02 June 2014 - 05 June 2014

Frow P; Payne A, 2013, 'Co-Creation: An exemplar of a broad-based business model approach to co-creation', in Doherty AM (ed.), Marketing Relevance: Academy of Marketing Conference, University of New South Wales, pp. 1 - 1, presented at Marketing Relevance, 08 July 2013 - 11 July 2013

Frow P; Payne A, 2012, 'Co-creation business models and an exemplar enterprise', in ANZMAC 2012 Proceedings, ANZMAC, Adelaide, pp. 1 - 7, presented at ANZMAC2012, Adelaide, 03 December 2012 - 05 December 2012

Payne A; Frow P; Storbacka K, 2012, 'Evolving the Concept of Co-creation: New Research Propositions', in Marketing: catching the technology wave. Academy of Marketing Conference, Academy of Marketing, UK, pp. 1 - 8, presented at Marketing: catching the technology wave. Academy of Marketing Conference, Southampton, UK, 02 July 2012 - 05 July 2012

Frow P; Nenonen S; Storbacka K; Payne A, 2012, 'Identifying Value Co-Creation Opportunities: A Morphological Approach', in 41st EMAC Conference Proceedings. Marketing to Citizens: Going Beyond Customers and Consumers, European Marketing Academy EMAC, Lisbon, Portugal, pp. 1 - 8, presented at 41st EMAC Conference, Lisbon, Portugal, 22 May 2012 - 25 May 2012

Frow P; Payne A; Storbacka K, 2011, 'Co-Creation: A Typology and Conceptual Framework', in Proceedings of ANZMAC 2011, ANZMAC, Perth, WA, pp. 1 - 6, presented at ANZMAC 2011, Perth, WA, http://anzmac.org/conference/2011/Papers%20by%20Presenting%20Author/Payne,%20Adrian%20Paper%20366.pdf

Payne A; Frow P, 2011, 'De-constructing the Value Proposition of a Service Innovation Exemplar', in Proceedings of the Academy of Marketing Conference 2011: Marketing Field Forever, Academy of Marketing, UK, pp. 1 - 10, presented at Marketing Field Forever, Liverpool, UK, https://marketing.conference-services.net/programme.asp?conferenceID=2342&action=prog_list&session=15833

Liu D; Harris JA; Payne A, 2011, 'Development and validation of customer advocacy scale', in Proceedings of ANZMAC 2011, ANZMAC, Perth, WA, pp. 1 - 9, presented at ANZMAC 2011, Perth, WA, http://anzmac.org/conference/2011/Papers%20by%20Presenting%20Author/Liu,%20Fang%20Paper%20622.pdf

Frow P; Payne A; Ngo LV, 2011, 'Diagnosing the Supplementary Services Model', in Proceedings of the Academy of Marketing Conference 2011: Marketing Field Forever, Academy of Marketing, UK, pp. 1 - 7, presented at Marketing Field Forever, Liverpool, UK, https://marketing.conference-services.net/programme.asp?conferenceID=2342&action=prog_titles

Frow P; Payne A; Storbacka K, 2010, 'Co-creation: A Framework for Collaborative Engagement', in 18th International Colloquium in Relationship Marketing,, Henley Business School, University of Reading, UK, presented at 18th International Colloquium in Relationship Marketing, Henley, UK, 27 September 2010 - 30 September 2010

Frow P; Payne A; Storbacka K, 2010, 'Identifying co-creation and value collaboration opportunities', in Transformational Marketing. Proceedings of the Academy of Marketing Conference 2010, Academy of Marketing and Coventry University Business School, UK, presented at Academy of Marketing Conference, Coventry, UK, 06 July 2010 - 08 July 2010

Frow P; Payne A, 2010, 'Value propositions: A service profit chain perspective', in Transformational Marketing. Proceedings of the Academy of Marketing Conference 2010, Academy of Marketing and Coventry University Business School, UK, presented at Academy of Marketing Conference, Coventry, UK, 06 July 2010 - 08 July 2010

Frow P; Payne A; Storbacka K, 2010, 'A Conceptual Model for Value Co-Creation: Designing Collaboration Within A Service System', in 39th EMAC Conference. The Six Senses: The Essentials of Marketing, European Marketing Academy (EMAC), Copenhagen, presented at 39th EMAC Conference, Copenhagen, 01 June 2010 - 04 June 2010

Liu D; Payne A; Harris JA, 2010, 'What characterizes customer advocacy?', in 19th Annual Frontiers in Service Conference, American Marketing Association, Karlstad University, Sweden, presented at 19th Annual Frontiers in Service Conference, Sweden

Liu D; Payne A; Harris JA, 2009, 'Characteristics of Customer Advocacy in a Services Context.', in ANZMAC 2009 Conference Proceedings, Australia New Zealand Marketing Academy, Melbourne, Australia, presented at ANZMAC 2009 Conference, Melbourne, Australia, 30 November 2009 - 02 December 2009

Frow P; Payne A, 2009, 'The Value Proposition Concept: Development of a Conceptual Model', in The Value Proposition Concept: Development of a Conceptual Model, Academy of Marketing Conference, Leeds, UK, presented at Academy of Marketing Conference, Leeds, UK, 06 July 2009 - 07 July 2009

Ballantyne D; Varey R; Frow P; Payne A, 2009, 'Reciprocal Value Propositions: A Relationship Oriented Practice for Achieving Mutual Promises of Value.', in Reciprocal Value Propositions: A Relationship Oriented Practice for Achieving Mutual Promises of Value., 17th International Colloquium in Relationship Marketing, Maastricht, The Netherlands, presented at 17th International Colloquium in Relationship Marketing, Maastricht, The Netherlands, -

Payne A; Frow P; Varey R; Ballantyne D, 2008, 'Service-dominant logic and value propositions: Re-examining our mental models', in Otago Forum 2, Otago Forum 2 (2008), Dunedin, New Zealand, presented at Otago Forum 2 (2008), Dunedin, New Zealand, 08 December 2008 - 12 December 2008

Frow P; Payne A, 2008, 'A Stakeholder Perspective of Value: Extending the Value Proposition Concept in the Context of Stakeholders and Service-Dominant Logic', in Layton R; Vargo S; Lusch R (eds.), Forum of Markets and Marketing, Forum on Markets and Marketing, UNSW, presented at Forum on Markets and Marketing, UNSW, 04 December 2008 - 06 December 2008

Wilkinson IF; Payne A; Young L; Frow P, 2008, 'Customer Husbandry: The Rearing, Growing and Fleecing of Customers.', in ANZMAC 2008 Conference, ANZMAC 2008 Conference, Homebush, Sydney, presented at ANZMAC 2008 Conference, Homebush, Sydney, 01 December 2008 - 03 December 2008

Liu D; Payne A, 2008, 'Word of mouth and fundamental attribution error: External influencing factors and a research agenda', in ANZMAC 2008 Conference, ANZMAC 2008 Conference, Homebush, Sydney, presented at ANZMAC 2008 Conference, Homebush, Sydney, 01 December 2008 - 03 December 2008

Frow P; Payne A, 2008, 'Focused Value Creation in CRM: The Role of Value Propositions', in European Institute for Advances Studies in Management (EIASM) 5th Research Conference on relationship Marketing and CRM, EIASM 5th Research Conference on Relationship Marketing and CRM, Brussels, Belgium, presented at EIASM 5th Research Conference on Relationship Marketing and CRM, Brussels, Belgium, 20 November 2008 - 21 November 2008

Payne A; Frow P, 2008, 'The Value Proposition Concept: Evolution and Application in Marketing', in Academy of Marketing Conference: Reflective Marketing in a Material World, Academy of Marketing Conference. Reflective Marketing in a Material World., Aberdeen, Scotland, presented at Academy of Marketing Conference. Reflective Marketing in a Material World., Aberdeen, Scotland, 07 July 2008 - 10 July 2008

Payne A; Frow P; Luong A, 2007, 'Customer Relationship Management: A Structured Investigation of CRM Success and Failure.', in AMA Relationship Marketing - ACRM Conference, AMA Relationship Marketing - ACRM Conference, Buenos Aires, Argentina, presented at AMA Relationship Marketing - ACRM Conference, Buenos Aires, Argentina, 13 December 2007 - 15 December 2007

Payne A; Liu D, 2007, 'Antecedents and Moderating Influences of Customer Advocacy: A Conceptual Model', in Reputation, Responsibility, Relevance: ANZMAC 2007 Conference, Australian and New Zealand Marketing Academy Conference 2007, Dunedin, New Zealand., presented at Australian and New Zealand Marketing Academy Conference 2007, Dunedin, New Zealand., 03 December 2007 - 05 December 2007

Payne A; Frow P; Storbacka K, 2007, 'Co-Creation of Value: Diagnosing the Brand Relationship Experience', in Thought Leaders International Conference on Brand Management, Thought Leaders International Conference on Brand Management, Birmingham, England, presented at Thought Leaders International Conference on Brand Management, Birmingham, England, 24 April 2007 - 25 April 2007

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