Contact Professor Adrian Payne
- Email: adrian.payne@cranfield.ac.uk
Background
Adrian is Professor of Marketing at the University of New South Wales in Australia. Previously he was Academic Leader of the Marketing Group, and Director of the Centre for Customer Relationship Management at Cranfield. He has practical experience in marketing, market research, corporate planning and general management. His previous appointments include positions as chief executive for a manufacturing company and he has also held senior appointments in corporate planning and marketing. He is an authority on Relationship Marketing and Customer Relationship Management and is an author of eight books on these topics. His research interests are in Customer Retention Economics; the impact of IT on CRM and Marketing Strategy and Planning in Service Businesses. Adrian is a frequent keynote speaker at public and in-company seminars and conferences around the world. He also acts as a consultant and educator to many service organisations, professional service firms and manufacturing companies.
Publications
Conference Papers
- Frow P, Polese F, Payne A, Nenonen S & Sarno D. (2020). Deepening Phase Transitions in Service Ecosystem
- Polese F, Sarno D, Payne A & Frow P. (2019). Service Ecosystem Dynamics: A Conceptual Framework to Describe Phase Transitions
- Polese F, Sarno D, Frow P & Payne A. (2018). Service Ecosystems: Emersion, Emergence, and Evolution
- Sweeney J, Payne A, Frow P & Lui D. (2018). Customer Advocacy and Word-of-Mouth
- Frow P, Payne A & Eggert A. (2017). Exploring a Resource-Based View of the Value Proposition Concept
- Frow P, Payne A & Polese F. (2017). Emergence of the Health Care Ecosystem
- Karpen I, Kleinaltenkamp M, Chen T, Payne A, Frow P, .... (2017). Value Co-Creation Through Resource Integration: A Conceptual Framework
- Nenonen S, Storbacka K, Frow P & Payne A. (2017). Value Propositions and Market-Shaping Strategies: A Qualitative Comparative Analysis
- Frow P, Payne A, McColl-Kennedy J & Govind R. (2017). The Health Care Ecosystem: Practices in Patient Centered Care
- Frow P, McColl-Kennedy J, Payne A & Govind R. (2016). The nature of wellbeing in a service ecosystem
- Frow P, Payne A & Eggert A. (2016). The role of the customer value proposition: from delivering a promise of value to co-creating a proposal of value
- Nenonen S, Storbacka K, Frow P & Payne A. (2015). The Role of Value Propositions in Market-Driving Strategies
- Frow P, McColl-Kennedy J, Payne A & Govind R. (2015). The Evolution of the Ecosystem: The Role of Actor-Connectors in Adapting the Ecosystem
- Siaw C, Payne A & Cadeaux J. (2015). Diffusion within use: a new product from the perspective of a dynamically continuous innovation
- Frow P, Riesman R & Payne A. (2015). Co-Pricing: Co-Creating Customer Value through Dynamic Value Propositions
- Siaw C, Cadeaux J & Payne A. (2015). Diffusion within use: cross-situational specialization of a new product from the perspective of a dynamically continuous innovation
- Frow P & Payne A. (2014). Conceptualising Co-Creation as an Orientation
- Frow P & Payne A. (2014). Co-creation: a case study of a focused business model approach
- Frow P & Payne A. (2013). Co-Creation: An Exemplar of a Broad-Based Business Model Approach to Co-Creation
- Frow P & Payne A. (2012). Co-Creation Business Models and an Exemplar Enterprise
- Frow P & Payne A. (2012). Organising Marketing and Shaping Markets: The Role of the Value Proposition
- Frow P, Payne A & Storbacka K. (2012). Evolving the Concept of Co-Creation: New Research Propositions
- Nenonen S, Frow P, Payne A & Storbacka K. (2012). Co-Creation in Actor Networks: Identifying Attractive Morphotypes
- Frow P, Nenonen S, Payne A & Storbacka K. (2012). Identifying Value Co-Creation Opportunities: A Morphological Approach
- Frow P, Nenonen S, Payne A & Storbacka K. (2011). Co-Creation Design: Using Design Principles for Co-Creation in Customer Relationship
- Frow P, Payne A & Storbacka K. (2011). Co-Creation: A Typology and Conceptual Framework
- Liu D, Harris J & Payne A. (2011). Development and Validation of Customer Advocacy Scale
- Payne A, Frow P & Ngo L. (2011). Diagnosing the Supplementary Services Model
- Frow P & Payne A. (2011). Deconstructing the Value Proposition of a Service Innovation Exemplar
- Frow P, Payne A & Storbacka K. (2010). Co-Creation: A Framework for Collaborative Engagement
- Frow P, Brodie R, Little V & Payne A. (2010). Collaboration, Resource Integration and Value Co-Creation within the S-D Logic
- Frow P, Payne A & Storbacka K. (2010). A conceptual model for value co-creation: Designing collaboration within a service system
- Frow P, Payne A & Storbacka K. (2010). Identifying Co-Creation and Value Collaboration Opportunities
- Frow P & Payne A. (2010). Value Propositions: A Service Profit Chain Perspective
- Liu D, Payne A & Harris J. (2010). What Characterizes Customer Advocacy?
- Liu D, Payne A & Harris J. (2009). Characteristics of Customer Advocacy in a Services Context
- Ballantyne D, Varey R, Frown P & Payne A. (2009). Reciprocal Value Propositions: A Relationship Oriented Practice for Achieving Mutual Promises of Value
- Frow P & Payne A. (2009). The Value Proposition Concept: Towards a Conceptual Model
- Frow P & Payne A. (2008). A stakeholder perspective of value: Extending the value proposition in the context of stakeholders and service dominant logic
- Ballantyne D, Varey R, Frow P & Payne A. (2008). Service Dominant Logic and Value Propositions: Re-examining our Mental Models
- Payne A & Frow P. (2008). Focused Value Creation in CRM: The Role of Value Propositions
- Frow P & Payne A. (2008). The Value Proposition Concept: Evolution, Development and Application in Marketing
- Payne A, Frow P & Luong A. (2007). Customer Relationship Management: a Structured Investigation of CRM Success and Failure
- Payne A, Frow P & Storbacka K. (2007). Relationships and Service-Dominant Logic: Leveraging Co-Creation Opportunities
- Payne A, Storbacka K & Frow P. (2007). Co-Creation of Value: Diagnosing the Brand Relationship Experience
- Payne A & Liu D. (2007). Antecedents and Moderating Influences of Customer Advocacy: A Conceptual Model
- Payne A & Frow P. (2005). CRM Strategy Formulation & Implementation
- Payne A. (2004). CRM strategy: lessons from 'best-in-class' organisations
- Payne A & Frow P. (2004). Developing a strategic approach to customer relationship management
- Payne A. (2004). Customer relationship management - from strategy to implementation: some lessons from best practice
- Payne A. (2003). CRM and multi-channel integration challenge
- Payne A. (2002). A Strategic Framework for CRM: Strategy and Measurement
- Payne A. (2002). From Relationship Chains to CRM Value Creation Processes
- Payne A. (2002). A strategic approach to CRM
- Payne A. (2002). Developing a strategic approach to CRM
- Payne A. (2001). A Startegic Approach to CRM
- Payne A & Holt S. (2001). Diagnosing Customer Value: Integrating the Value Process and Relationship Marketing
- Payne A. (1997). Relationship Marketing: Extensions to the Six Markets Model
Books
- Payne A. (2019). Jagdish Sheth: Scholar, Innovator, Mentor and Philanthropist In Parvatiyar A & Sisodia R (eds), Handbook of Marketing Advances in the Era of Disruptions. Sage.
- Frow P & Payne A. (2018). Value Cocreation: An Ecosystem Perspective In Vargo SL & Lusch RF (eds), Handbook of Service-Dominant Logic. Sage.
- Payne A & Frow P. (2016). Customer relationship management: strategy and implementation In Baker M & Hart S (eds), The Marketing Book - 7th Edition (7). Routledge.
- Frow P, Payne A, Wilkinson I & Young L. (2015). Customer Management and CRM: Addressing the Dark Side In Nguyen B, Simkin L & Canhoto A (eds), The Dark Side of CRM (1st Edition). Routledge.
- Frow P & Payne A. (2015). The Nordic School of Services: A Review In Gummerus J & von Koskull C (eds), The Nordic School: Services Marketing and Management. CERS.
- Payne A. (2014). A Review of the Scholarly Contribution of Christian Grönroos In Ballantyne D(ed.), Legends in Marketing: Christian Gröroos - Relationship Marketing. CA: Sage Publications.
- Christopher M, Payne A & Ballantyne D. (2013). Relationship Marketing
- Payne A & Frow P. (2013). Strategic Customer Management: Integrating CRM and Relationship Marketing
- Peck H, Christopher M, Clark M & Payne A. (2013). Relationship Marketing In Warner M(ed.), International encyclopedia of business and management (2nd ed.). Routledge.
- Christopher M & Payne A. (2012). Integrating customer relationship management and supply chain management In Baker M(ed.), The Marketing Book (5). Butterworth Heinemann.
- McDonald M, Frow P & Payne A. (2011). Marketing Plans for Service Businesses (3rd Edition)
- Payne A. (2010). Jagdish Sheth's Seminal Contribution to Relationship Marketing In Parvatiyar A(ed.), Legends in Marketing: Jagdish Sheth Relationship Marketing. Sage Publications.
- Payne A. (2005). Handbook of CRM: Achieving Excellence in Customer Management
- Payne A & Frow P. (2005). A Strategic Framework for Customer Relationship Management In Baker M & Hart S (eds), The Marketing Book (6th edition, 69). SAGE Publications.
- Payne A & Rapp R. (2003). Handbuch Relationship Marketing (2)
- Knox S, Maklan S, Peppard J, Payne A, Knox S, .... (2003). CRM: perspectives from the market place
- Payne A. (2002). The Handbook of CRM
- McDonald M, Christopher M, Payne A & Knox S. (2001). Creating a Company for Customers: The Way Forward for Business Leaders
- Baker S & Payne A. (2000). Marketing Management: A Relationship Approach
- Payne A. (2000). Relationship Marketing: The UK Perspective In Sheth J & Parvatiyar A (eds), Handbook of Relationship Marketing. Sage.
- Payne A. (2000). The CRM Phenomenon In Reeves J(ed.), The Business Guide to CRM. Caspian Publishing.
- Payne A & Frow P. (2000). Relationship Marketing: Insights from the Services Sector In Henning-Thurau T & Hansen U (eds), Relationship Marketing: Gaining Competitive Advantage through Customer Satisfaction and Customer Retention.
- Payne A & Rapp R. (1999). Handbuch Relationship Marketing (1)
- Peck H, Payne A, Christopher M & Clark M. (1999). Relationship Marketing: Strategy and Implementation - Text and Cases
- Payne A & Beishon M. (1999). Building a Business of Delight In Nash T(ed.), Customer Relationship Management. Kogan Page.
- Peck H, Clark M, Christopher M & Payne A. (1999). Vom funktionsorientierten Marketing zur prozessorientierten Relationship Marketing-Kette In Payne A & Rapp R (eds), Handbuch Relationship Marketing: Konzeption und erfolgreiche Umsetzung. Verlag Vahlen.
- Payne A & Holt S. (1998). Relationship marketing In Beynon R(ed.), Icon critical dictionary of global economics. Icon.
- Clark M & Payne A. (1997). Il Marketing dei Servizi: Dal Modello 'Sei Mercati al Modello delle Dette P In Negri L(ed.), Qualita dei Servizi. Collana Prometeo.
- Payne A. (1996). Relationship Marketing Strategies: Winning and Keeping Customers In Marketing Manager's Yearbook 1996. Chartered Institute of Marketing; AP Information Services.
- Meldrum M & McDonald M. (1995). Relationship Marketing In Warner M(ed.), Key Marketing Concepts (1st ed.). Macmillan Education UK.
