Emeritus Professor Adrian   Payne
Emeritus Professor

Emeritus Professor Adrian Payne

PhD (Melbourne), MSc in Business Administration (Aston), Master of Education (Melbourne), Diploma in Company Direction (Institute of Directors, UK),  FRSA, FANZMAC, FRMIT, FHEA, FCIM. 

Business School
Sch of Marketing

 Adrian Payne is Emeritus Professor at the University of New South Wales. Adrian has a special interest in the use of executive education to help boards and senior Management implement their strategy and their strategic initiatives. Adrian has practical experience in marketing, strategic planning and general management. His previous appointments include positions as Chief Executive for a manufacturing company and senior company appointments in strategic planning and marketing in Australia and the UK. He has worked widely in the professional services, financial services,  telecoms, motor vehicle, utilities and government sectors. 

He is former Chairman of the Advisory Board of Vectia Limited (now Talent Vectia) a leading European consultancy firm and a Director of CRM Strategies Limited. He is a frequent keynote speaker at in-company seminars and conferences around the world. He is an author of fourteen books including the first text to be published on Relationship Marketing. His books include: Strategic Customer Management, Cambridge University Press; The Handbook of CRM, Elsevier Butterworth Heinemann; Marketing Planning for Service Businesses;  Butterworth Heinemann; CRM: Perspectives from the Market PlaceRelationship Marketing: Creating Stakeholder Value, Butterworth-Heinemann; and The Essence of Services Marketing, Prentice Hall.

Prior to his role as Emeritus Professor, Adrian was Professor of Marketing, Director of the Master of Marketing program and an AGSM Director of Studies at UNSW and a member of the Equity, Diversity and Inclusion Committee. Previously he held other academic roles including: Academic Leader of the Marketing Group, Director of the Centre for Customer Relationship Management and Professor of Relationship Marketing at Cranfield University, UK; and Director of Studies in Marketing Strategy and Strategic Management, Advanced Management Program, at the University of Melbourne Business School

A recent study from Stanford University has recognised Adrian as one of the Global Top 2% of scientists and scholars. His research focuses on work that is pragmatic, relevant and applied. He has published extensively including 90 refereed articles and book chapters and 14 books. His work is highly cited with over 25,000 citations and his research has appeared in many leading journals, including the Journal of Marketing, Journal of the Academy of Marketing Science, Journal of Service Research, Industrial Marketing Management, Journal of International Business Studies, etc. He has won various awards and prizes including the prestigious Journal of Marketing/Sheth Foundation award for a best paper that makes a long-term contribution to the field of marketing; and winner of the ANZMAC/AMJ Industry Relevance Award for the Australasian Marketing Journal article that makes the most significant contribution to the advancement of the practice of marketing, sponsored by the Australian Marketing Institute; and Best Professor in Marketing Management Award from the Asia Chief Marketing Officers' Organisation.

He has run many workshops and executive programmes in Professional Services Marketing, CRM, Marketing Strategy, Customer Retention and Services Marketing around the world, and 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. He has consulting and management development experience with over 100 organisations globally including eighteen banks, three airlines, six law firms, the big four accounting firms and seven insurance companies. He has work with leading service brands such as IBM, Oracle, Unisys, NCR, British Telecom, Cable & Wireless, HM Treasury, National Health Service and Royal Mail, and manufacturers such as Mercedes-Benz, Rolls-Royce, Hawker Siddeley, Aggreko, and Schering Healthcare.

Special interests:

  • Customer centricity
  • Professional service firm marketing
  • CRM strategy
  • Customer retention
  • Customer advocacy

ASB profile: http://www.asb.unsw.edu.au/schools/Pages/AdrianPayne.aspx

 

 

Mobile
+61404761200
Location
Room 3024, Quadrangle building

Publications

  • Book Chapters | 2019
    Emeritus Professor Adrian Payne
    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
    Book Chapters | 2018
    Emeritus Professor Adrian Payne
    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
    Book Chapters | 2016
    Emeritus Professor Adrian Payne
    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, pp. 21 - 38, http://dx.doi.org/10.4324/9781315753737
    Book Chapters | 2016
    Emeritus Professor Adrian Payne
    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
    Book Chapters | 2015
    Emeritus Professor Adrian Payne
    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
    Book Chapters | 2014
    Emeritus Professor Adrian Payne
    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
    Books | 2013
    Emeritus Professor Adrian Payne
    Payne A; Frow P, 2013, Strategic Customer Management: Integrating Relationship Marketing and CRM, Payne A, (ed.)
    Books | 2013
    Emeritus Professor Adrian Payne
    Payne A; Frow P, 2013, Strategic Customer Management, Cambridge University Press, http://dx.doi.org/10.1017/cbo9781139057417
    Books | 2011
    Emeritus Professor Adrian Payne
    McDonald M; Payne A; Frow P, 2011, Marketing Plans for Services, Payne A, (ed.), John Wiley & Sons
    Book Chapters | 2010
    Emeritus Professor Adrian Payne
    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
    Book Chapters | 2008
    Emeritus Professor Adrian Payne
    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, http://dx.doi.org/10.4324/9780080942544
    Book Chapters | 2008
    Emeritus Professor Adrian Payne
    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
    Books | 2007
    Emeritus Professor Adrian Payne
    Knox S; Payne A; Ryals L; Maklan S; Peppard J, 2007, Customer Relationship Management, Routledge, http://dx.doi.org/10.4324/9780080490854
    Book Chapters | 2006
    Emeritus Professor Adrian Payne
    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
    Books | 2006
    Emeritus Professor Adrian Payne
    Mcdonald M; Payne A, 2006, Marketing Plans for Service Businesses,, 2nd, Elsevier Butterworth Heinemann
    Books | 2006
    Emeritus Professor Adrian Payne
    Payne A, 2006, Handbook of CRM, 1st, Butterworth Heinemann, Oxford
    Book Chapters | 2003
    Emeritus Professor Adrian Payne
    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
    Book Chapters | 2003
    Emeritus Professor Adrian Payne
    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
    Book Chapters | 2003
    Emeritus Professor Adrian Payne
    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
    Book Chapters | 2003
    Emeritus Professor Adrian Payne
    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
    Book Chapters | 2003
    Emeritus Professor Adrian Payne
    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
    Book Chapters | 2003
    Emeritus Professor Adrian Payne
    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
    Book Chapters | 2003
    Emeritus Professor Adrian Payne
    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
    Book Chapters | 2003
    Emeritus Professor Adrian Payne
    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
    Book Chapters | 2003
    Emeritus Professor Adrian Payne
    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
    Book Chapters | 2000
    Emeritus Professor Adrian Payne
    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 | 2021
    Emeritus Professor Adrian Payne
    Polese F; Payne A; Frow P; Sarno D; Nenonen S, 2021, 'Emergence and phase transitions in service ecosystems', Journal of Business Research, vol. 127, pp. 25 - 34, http://dx.doi.org/10.1016/j.jbusres.2020.11.067
    Journal articles | 2020
    Emeritus Professor Adrian Payne
    Eggert A; Frow P; Payne A; Steinhoff L, 2020, 'Understanding and managing customer value propositions: Introduction to the special issue', Industrial Marketing Management, vol. 87, pp. 242 - 243, http://dx.doi.org/10.1016/j.indmarman.2020.01.007
    Journal articles | 2020
    Emeritus Professor Adrian Payne
    Payne A; Frow P; Steinhoff L; Eggert A, 2020, 'Toward a comprehensive framework of value proposition development: From strategy to implementation', Industrial Marketing Management, vol. 87, pp. 244 - 255, http://dx.doi.org/10.1016/j.indmarman.2020.02.015
    Journal articles | 2020
    Emeritus Professor Adrian Payne
    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, vol. 35, pp. 1403 - 1412, http://dx.doi.org/10.1108/JBIM-04-2019-0139
    Journal articles | 2020
    Emeritus Professor Adrian Payne
    Sweeney J; Payne A; Frow P; Liu D, 2020, 'Customer Advocacy: A Distinctive Form of Word of Mouth', Journal of Service Research, vol. 23, pp. 139 - 155, http://dx.doi.org/10.1177/1094670519900541
    Journal articles | 2020
    Emeritus Professor Adrian Payne
    Nenonen S; Storbacka K; Sklyar A; Frow P; Payne A, 2020, 'Value propositions as market-shaping devices: A qualitative comparative analysis', Industrial Marketing Management, vol. 87, pp. 276 - 290, http://dx.doi.org/10.1016/j.indmarman.2019.10.006
    Journal articles | 2019
    Emeritus Professor Adrian Payne
    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, vol. 53, pp. 2657 - 2691, http://dx.doi.org/10.1108/EJM-07-2018-0465
    Journal articles | 2019
    Emeritus Professor Adrian Payne
    Reisman R; Payne A; Frow P, 2019, 'Pricing in consumer digital markets: A dynamic framework', Australasian Marketing Journal, vol. 27, pp. 139 - 148, http://dx.doi.org/10.1016/j.ausmj.2019.07.002
    Journal articles | 2018
    Emeritus Professor Adrian Payne
    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, vol. 69, pp. 80 - 90, http://dx.doi.org/10.1016/j.indmarman.2018.01.018
    Journal articles | 2017
    Emeritus Professor Adrian Payne
    Payne A; Frow P; Eggert A, 2017, 'The customer value proposition: evolution, development, and application in marketing', Journal of the Academy of Marketing Science, vol. 45, pp. 467 - 489, http://dx.doi.org/10.1007/s11747-017-0523-z
    Journal articles | 2017
    Emeritus Professor Adrian Payne
    Payne A; Frow P, 2017, 'Relationship marketing: looking backwards towards the future', Journal of Services Marketing, vol. 31, pp. 11 - 15, http://dx.doi.org/10.1108/JSM-11-2016-0380
    Journal articles | 2016
    Emeritus Professor Adrian Payne
    Frow P; McColl-Kennedy JR; Payne A, 2016, 'Co-creation practices: Their role in shaping a health care ecosystem', Industrial Marketing Management, vol. 56, pp. 24 - 39, http://dx.doi.org/10.1016/j.indmarman.2016.03.007
    Journal articles | 2015
    Emeritus Professor Adrian Payne
    Payne A; Frow P; Nenonen S; Storbaka K, 2015, 'Managing Co-Creation Design: A Strategic Approach to Innovation', British Journal of Management, vol. 26, pp. 463 - 483, http://dx.doi.org/10.1111/1467-8551.12087
    Journal articles | 2014
    Emeritus Professor Adrian Payne
    Payne A; Frow P, 2014, 'Developing superior value propositions: A strategic marketing imperative', Journal of Service Management, vol. 25, pp. 213 - 227, http://dx.doi.org/10.1108/JOSM-01-2014-0036
    Journal articles | 2014
    Emeritus Professor Adrian Payne
    Payne A; Frow P, 2014, 'Deconstructing the value proposition of an innovation exemplar', European Journal of Marketing, vol. 48, pp. 237 - 270, http://dx.doi.org/10.1108/EJM-09-2011-0504
    Journal articles | 2014
    Emeritus Professor Adrian Payne
    Payne A; Frow P; McColl-Kennedy J; Hilton T; Davidson A; Brozovic D, 2014, 'Value propositions: A service ecosystems perspective', Marketing Theory, vol. 14, pp. 327 - 351, http://dx.doi.org/10.1177/1470593114534346
    Journal articles | 2014
    Emeritus Professor Adrian Payne
    Frow P; Ngo LV; Payne A, 2014, 'Diagnosing the supplementary services model: Empirical validation, advancement and implementation', Journal of Marketing Management, vol. 30, pp. 138 - 171, http://dx.doi.org/10.1080/0267257X.2013.814703
    Journal articles | 2012
    Emeritus Professor Adrian Payne
    Storbacka K; Frow P; Nenonen S; Payne A, 2012, 'Designing business models for value co-creation', Review of Marketing Research, vol. 9, pp. 51 - 78, http://dx.doi.org/10.1108/S1548-6435(2012)0000009007
    Journal articles | 2011
    Emeritus Professor Adrian Payne
    Payne A; Frow P, 2011, 'A Stakeholder Perspective of the Value Proposition Concept', European Journal of Marketing, vol. 45, pp. 223 - 240, http://dx.doi.org/10.1108/03090561111095676
    Journal articles | 2011
    Emeritus Professor Adrian Payne
    Ballantyne D; Frow P; Varey R; Payne A, 2011, 'Value propositions as communication practice: Taking a wider view', Industrial Marketing Management, vol. 40, pp. 202 - 210, http://dx.doi.org/10.1016/j.indmarman.2010.06.032
    Journal articles | 2011
    Emeritus Professor Adrian Payne
    Payne A; Wilkinson IF; Young L, 2011, 'Customer Management and CRM: Addressing the Dark Side', Journal of Services Marketing, vol. 25, pp. 79 - 89, http://dx.doi.org/10.1108/08876041111119804
    Journal articles | 2009
    Emeritus Professor Adrian Payne
    Payne A; Storbacka K; Frow P; Knox S, 2009, 'Co-creating brands: Diagnosing and designing the relationship experience', Journal of Business Research, vol. 62, pp. 379 - 389, http://dx.doi.org/10.1016/j.jbusres.2008.05.013
    Journal articles | 2009
    Emeritus Professor Adrian Payne
    Frow P; Payne A, 2009, 'Customer Relationship Management: A Strategic Perspective', Journal of Business Market Management, vol. 3, pp. 7 - 27, http://dx.doi.org/10.1007/s12087-008-0035-8
    Journal articles | 2008
    Emeritus Professor Adrian Payne
    Payne A; Storbacka K; Frow P, 2008, 'Managing the Co-Creation of Value', Journal of the Academy of Marketing Science, vol. 36, pp. 83 - 96, http://dx.doi.org/10.1007/s11747-007-0070-0
    Journal articles | 2007
    Emeritus Professor Adrian Payne
    Frow P; Payne A, 2007, 'Towards the `Perfect`Customer Experience.', Journal of Brand Management, vol. 15, pp. 89 - 101, http://dx.doi.org/10.1057/palgrave.bm.2550120
    Journal articles | 2006
    Emeritus Professor Adrian Payne
    Payne A; Frow P, 2006, 'Customer Relationship Management: from Strategy to Implementation', Journal of Marketing Management, vol. 22, pp. 135 - 168, http://dx.doi.org/10.1362/026725706776022272
    Journal articles | 2005
    Emeritus Professor Adrian Payne
    Payne A; Frow P, 2005, 'A Strategic Framework for CRM', Journal of Marketing, vol. 69, pp. 167 - 176, http://dx.doi.org/10.1509/jmkg.2005.69.4.167
    Journal articles | 2005
    Emeritus Professor Adrian Payne
    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, vol. 39, pp. 855 - 871, http://dx.doi.org/10.1108/03090560510601806
    Journal articles | 2004
    Emeritus Professor Adrian Payne
    Payne A; Frow P, 2004, 'The role of multichannel integration in customer relationship management', Industrial Marketing Management, vol. 33, pp. 527 - 538, http://dx.doi.org/10.1016/j.indmarman.2004.02.002
    Journal articles | 2003
    Emeritus Professor Adrian Payne
    Ballantyne D; Christopher M; Payne A, 2003, 'Relationship Marketing: Looking Back, Looking Forward', Marketing Theory, vol. 3, pp. 159 - 166, http://dx.doi.org/10.1177/1470593103003001009
    Journal articles | 2001
    Emeritus Professor Adrian Payne
    Ryals L; Payne A, 2001, 'Customer relationship management in financial services: towards information-enabled relationship marketing', Journal of Strategic Marketing, vol. 9, pp. 3 - 27, http://dx.doi.org/10.1080/713775725
    Journal articles | 2001
    Emeritus Professor Adrian Payne
    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, vol. 17, pp. 785 - 817, http://dx.doi.org/10.1362/026725701323366827
    Journal articles | 2000
    Emeritus Professor Adrian Payne
    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, vol. 18, pp. 258 - 273, http://dx.doi.org/10.1108/02652320010358689
    Journal articles | 1999
    Emeritus Professor Adrian Payne
    Payne A; Holt S, 1999, 'A Review of the ‘Value’ Literature and Implications for Relationship Marketing', Australasian Marketing Journal, vol. 7, pp. 41 - 51, http://dx.doi.org/10.1016/s1441-3582(99)70201-6
    Journal articles | 1999
    Emeritus Professor Adrian Payne
    Payne A; Frow P, 1999, 'Developing a Segmented Service Strategy: Improving Measurement in Relationship Marketing', Journal of Marketing Management, vol. 15, pp. 797 - 818, http://dx.doi.org/10.1362/026725799784772666
    Journal articles | 1997
    Emeritus Professor Adrian Payne
    Payne A; Frow P, 1997, 'Relationship marketing: Key issues for the utilities sector', Journal of Marketing Management, vol. 13, pp. 463 - 477, http://dx.doi.org/10.1080/0267257x.1997.9964486
    Journal articles | 1995
    Emeritus Professor Adrian Payne
    Ballantyne D; Christopher M; Payne A, 1995, 'Improving the quality of services marketing: Service (Re) design is the critical link', Journal of Marketing Management, vol. 11, pp. 7 - 24, http://dx.doi.org/10.1080/0267257x.1995.9964326
    Journal articles | 1994
    Emeritus Professor Adrian Payne
    Payne A; Christopher M; Clark M; Peck H, 1994, 'Relationship Marketing and the Relationship Management Chain', Asia-Australia Marketing Journal, vol. 2, pp. 81 - 91, http://dx.doi.org/10.1016/s1320-1646(94)70280-x
    Journal articles | 1992
    Emeritus Professor Adrian Payne
    Foxall GR; Payne AF; Walters DA, 1992, 'Adaptive-innovative cognitive styles of Australian managers', Australian Psychologist, vol. 27, pp. 118 - 122, http://dx.doi.org/10.1080/00050069208257592
    Journal articles | 1991
    Emeritus Professor Adrian Payne
    Collins B; Payne A, 1991, 'Internal marketing: A new perspective for HRM', European Management Journal, vol. 9, pp. 261 - 270, http://dx.doi.org/10.1016/0263-2373(91)90006-c
    Journal articles | 1990
    Emeritus Professor Adrian Payne
    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, vol. 21, pp. 451 - 468, http://dx.doi.org/10.1057/palgrave.jibs.8490828
    Journal articles | 1990
    Emeritus Professor Adrian Payne
    Foxall GR; Payne AF; Taylor JW; Bruce GD, 1990, 'Marketing and Non‐marketing Managers', Marketing Intelligence & Planning, vol. 8, pp. 21 - 26, http://dx.doi.org/10.1108/eum0000000001071
    Journal articles | 1989
    Emeritus Professor Adrian Payne
    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, vol. 42, pp. 639 - 649, http://dx.doi.org/10.1177/001872678904200706
  • Conference Papers | 2014
    Emeritus Professor Adrian Payne
    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
    Conference Papers | 2014
    Emeritus Professor Adrian Payne
    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
    Conference Papers | 2013
    Emeritus Professor Adrian Payne
    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
    Conference Papers | 2012
    Emeritus Professor Adrian Payne
    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
    Conference Papers | 2012
    Emeritus Professor Adrian Payne
    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
    Conference Papers | 2012
    Emeritus Professor Adrian Payne
    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
    Conference Papers | 2011
    Emeritus Professor Adrian Payne
    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
    Conference Papers | 2011
    Emeritus Professor Adrian Payne
    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
    Conference Papers | 2011
    Emeritus Professor Adrian Payne
    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
    Conference Papers | 2011
    Emeritus Professor Adrian Payne
    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
    Conference Papers | 2010
    Emeritus Professor Adrian Payne
    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
    Conference Papers | 2010
    Emeritus Professor Adrian Payne
    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
    Conference Papers | 2010
    Emeritus Professor Adrian Payne
    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
    Conference Papers | 2010
    Emeritus Professor Adrian Payne
    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
    Conference Papers | 2010
    Emeritus Professor Adrian Payne
    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
    Conference Papers | 2009
    Emeritus Professor Adrian Payne
    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
    Conference Papers | 2009
    Emeritus Professor Adrian Payne
    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
    Conference Papers | 2009
    Emeritus Professor Adrian Payne
    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, -
    Recorded / Rendered Creative Works | 2009
    Emeritus Professor Adrian Payne
    Payne A, 2009, Multichannel Marketing, Audio Visual Presentations by World Leading Experts, Video, Published: 2009, Recorded / Rendered Creative Works
    Conference Papers | 2008
    Emeritus Professor Adrian Payne
    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
    Conference Papers | 2008
    Emeritus Professor Adrian Payne
    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
    Conference Papers | 2008
    Emeritus Professor Adrian Payne
    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
    Conference Papers | 2008
    Emeritus Professor Adrian Payne
    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
    Conference Papers | 2008
    Emeritus Professor Adrian Payne
    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
    Conference Papers | 2008
    Emeritus Professor Adrian Payne
    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
    Conference Papers | 2007
    Emeritus Professor Adrian Payne
    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
    Conference Papers | 2007
    Emeritus Professor Adrian Payne
    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
    Conference Papers | 2007
    Emeritus Professor Adrian Payne
    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
    Conference Papers | 2007
    Emeritus Professor Adrian Payne
    Payne A; Frow P; Storbacka K, 2007, 'Relationships and Service-Dominant Logic: Leveraging Co-Creation Opportunities', in Relationships and Service-Dominant Logic: Leveraging Co-Creation Opportunities, EIASM 4th Research Conference on Relationship Marketing and CRM,, Brussels,, presented at EIASM 4th Research Conference on Relationship Marketing and CRM,, Brussels,
    Conference Papers | 2006
    Emeritus Professor Adrian Payne
    Payne A; Frow P; Storbacka K, 2006, 'Service-Dominant Logic: A Framework for Managing Co-Creation of Value', in ANZMAC 2006 Conference, ANZMAC 2006 Conference, Brisbane, Qld, presented at ANZMAC 2006 Conference, Brisbane, Qld, 04 December 2006 - 06 December 2006
    Conference Papers | 2006
    Emeritus Professor Adrian Payne
    Payne A; Frow P; Storbacka K, 2006, 'Towards an Integrated Approach to Co-Creation: Insights from Service-Dominant Logic', in Towards an Integrated Approach to Co-Creation: Insights from Service-Dominant Logic, EIASM 3rd Research Workshop on Relationship Marketing, Brussels,, presented at EIASM 3rd Research Workshop on Relationship Marketing, Brussels,
    Conference Papers | 2005
    Emeritus Professor Adrian Payne
    Payne A; Frow P, 2005, 'Customer Relationship Management: From Strategy to Implementation', in ANZMAC 2005 Conference, Fremantle, WA, pp. 439 - 466, presented at ANZMAC 2005 Conference, Fremantle, WA, 05 December 2005 - 07 December 2005, http://dx.doi.org/10.4324/9781315890005
    Conference Papers | 2005
    Emeritus Professor Adrian Payne
    Payne A; Frow P, 2005, 'CRM Strategy Formulation & Implementation', in CRM Strategy Formulation & Implementation, EIASM 2ndResearch Workshop on Relationship Marketing, Brussels,, presented at EIASM 2ndResearch Workshop on Relationship Marketing, Brussels,

Awards

Grants

Australian Research Council Linkage Grant

Various other grants in Australia and UK

Media