By Emeritus Professor Adrian Payne

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

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