Contact Professor Adrian Payne

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

Articles In Journals

Conference Papers

  • Frow P, Polese F, Payne A, Nenonen S & Sarno D (2020) Deepening Phase Transitions in Service Ecosystem. In: 7th Forum on Markets and Marketing: Institutions, Service Ecosystems and Emergence, 8 September - 9 July 2020.
  • Polese F, Sarno D, Payne A & Frow P (2019) Service Ecosystem Dynamics: A Conceptual Framework to Describe Phase Transitions. In: Naples Forum on Service, Ischia, Naples, 4-7 June 2019.
  • Sweeney J, Payne A, Frow P & Lui D (2018) Customer Advocacy and Word-of-Mouth. In: ANZMAC 2018 (Australian & New Zealand Marketing Academy Conference), Adelaide, 3-5 December 2018.
  • Polese F, Sarno D, Frow P & Payne A (2018) Service Ecosystems: Emersion, Emergence, and Evolution. In: 6th Forum on Markets and Marketing 2018, Tucson, Arizona, 12-15 December 2018.
  • Frow P, Payne A & Polese F (2017) Emergence of the Health Care Ecosystem. In: Australian and New Zealand Marketing Academy Conference, Melbourne, 4-6 December 2017.
  • Karpen I, Kleinaltenkamp M, Chen T, Payne A, Frow P, Grönroos C & Pires G (2017) Value Co-Creation Through Resource Integration: A Conceptual Framework. In: 5th Naples Forum on Service, Sorrento, 6-9 June 2017.
  • Nenonen S, Storbacka K, Frow P & Payne A (2017) Value Propositions and Market-Shaping Strategies: A Qualitative Comparative Analysis. In: IMP Conference 2017 Kuala Lumpar, Kuala Lumpar, 5-9 September 2017.
  • Frow P, Payne A, McColl-Kennedy J & Govind R (2017) The Health Care Ecosystem: Practices in Patient Centered Care. In: American Marketing Association Winter Conference 2017, Orlando, 17-19 February 2017.
  • Frow P, Payne A & Eggert A (2017) Exploring a Resource-Based View of the Value Proposition Concept. In: 5th Naples Forum on Service, Sorrento, 6-9 June 2017.
  • 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. In: Australian and New Zealand Marketing Academy Conference (ANZMAC) 2016) Christchurch, University of Canterbury, Christchurch, 5-7 December 2016.
  • Frow P, McColl-Kennedy J, Payne A & Govind R (2016) The nature of wellbeing in a service ecosystem. In: Forum on Markets and Marketing, 2016, Venice, 13-16 June 2016.
  • Nenonen S, Storbacka K, Frow P & Payne A (2015) The Role of Value Propositions in Market-Driving Strategies. In: Australian and New Zealand Marketing Academy Conference 2015, Sydney, 30 November - 2 December 2015.
  • 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. In: American Marketing Association Marketing Educators Conference 2015, Chicago, 14-16 August 2015.
  • Frow P, Riesman R & Payne A (2015) Co-Pricing: Co-Creating Customer Value through Dynamic Value Propositions. In: Naples Forum on Service 2015 (Naples), Naples, 9-12 June 2015.
  • Siaw C, Payne A & Cadeaux J (2015) Diffusion within Use: A New Product from the Perspective of a Dynamically Continuous Innovation. In: European Marketing Academy Conference (EMAC) 2015 Belgium, Leuven, 26-29 May 2015.
  • Frow P, McColl-Kennedy J, Payne A & Govind R (2015) The Evolution of the Ecosystem: The Role of Actor-Connectors in Adapting the Ecosystem. In: Naples Forum on Service 2015 (Naples), Naples, 9-12 June 2015.
  • Frow P & Payne A (2014) Conceptualising Co-Creation as an Orientation. In: ANZMAC 2014 Conference, Brisbane, 1-3 December 2014.
  • Frow P & Payne A (2014) Co-Creation: A Case Study of a Focused Business Model Approach. In: European Marketing Academy Conference (EMAC) 2014 Valencia, Valencia, 3-6 June 2014.
  • Frow P & Payne A (2013) Co-Creation: An Exemplar of a Broad-Based Business Model Approach to Co-Creation. In: Academy of Marketing Conference, Cardiff, 8-11 July 2013.
  • Frow P & Payne A (2012) Co-Creation Business Models and an Exemplar Enterprise. In: ANZMAC 2012 Conference , Adelaide, 3-5 December 2012.
  • Nenonen S, Frow P, Payne A & Storbacka K (2012) Co-Creation in Actor Networks: Identifying Attractive Morphotypes. In: 2012 Global Marketing Confrence at Seoul: Globalization and Marketing Performance, COEX, Seoul,, 19-22 July 2018.
  • Frow P, Payne A & Storbacka K (2012) Evolving the Concept of Co-Creation: New Research Propositions. In: Academy of Marketing Conference, University of Southampton, Southampton, 2-5 July 2012.
  • Frow P, Nenonen S, Payne A & Storbacka K (2012) Identifying Value Co-Creation Opportunities: A Morphological Approach. In: European Academy of Marketing Conference, Lisbon, 22-25 May 2012.
  • Frow P & Payne A (2012) Organising Marketing and Shaping Markets: The Role of the Value Proposition. In: Forum on Markets and Marketing 2012 Auckland, Auckland, 9-12 December 2012.
  • Frow P, Payne A & Storbacka K (2011) Co-Creation: A Typology and Conceptual Framework. In: Australian New Zealand Marketing Academy (ANZMAC), Perth, 28-30 November 2011.
  • Frow P, Nenonen S,Payne A & Storbacka K (2011) Co-Creation Design: Using Design Principles for Co-Creation in Customer Relationship. In: 1st International Colloquium on Global Design & Marketing, Brunel University, Uxbridge, 8-9 December 2011.
  • Frow P & Payne A (2011) Deconstructing the Value Proposition of a Service Innovation Exemplar. In: Academy of Marketing Conference 2011, Liverpool, 5-7 July 2011.
  • Payne A, Frow P & Ngo L (2011) Diagnosing the Supplementary Services Model. In: Academy of Marketing Conference 2011, Liverpool, 5-7 July 2011.
  • Liu D, Harris J & Payne A (2011) Development and Validation of Customer Advocacy Scale. In: Australian New Zealand Marketing Academy (ANZMAC), Perth, 28-30 November 2011.
  • Frow P, Payne A & Storbacka K (2010) A conceptual model for value co-creation: Designing collaboration within a service system. In: 39th EMAC Annual Conference 2010, Copenhagen, 1-4 June 2010.
  • Frow P, Payne A & Storbacka K (2010) Co-Creation: A Framework for Collaborative Engagement. In: 18th International Colloquium on Relationship Marketing, Henley Business School, University of Reading, 27-30 September 2010.
  • Frow P, Brodie R, Little V & Payne A (2010) Collaboration, Resource Integration and Value Co-Creation within the S-D Logic. In: Forum on Markets and Marketing 2010 - Cambridge, Cambridge, 23-26 September 2010.
  • Frow P, Payne A & Storbacka K (2010) Identifying Co-Creation and Value Collaboration Opportunities. In: Academy of Marketing Conference, 2010, Coventry, 6-8 July 2010.
  • Frow P & Payne A (2010) Value Propositions: A Service Profit Chain Perspective. In: Academy of Marketing Conference, 2010, Coventry, 6-8 July 2010.
  • Liu D, Payne A & Harris J (2010) What Characterizes Customer Advocacy?. In: 19th Annual Frontiers in Service Conference 2010 - Karlstad, Karlstad, 10-13 June 2010.
  • Liu D, Payne A & Harris J (2009) Characteristics of Customer Advocacy in a Services Context. In: ANZMAC 2009 Conference, Melbourne, 2-4 December 2009.
  • Ballantyne D, Varey R, Frown P & Payne A (2009) Reciprocal Value Propositions: A Relationship Oriented Practice for Achieving Mutual Promises of Value. In: 17th International Colloquium in Relationship Marketing 2009 - Bratislava, Maastricht, 7-11 September 2009.
  • Frow P & Payne A (2009) The Value Proposition Concept: Towards a Conceptual Model. In: Academy of Marketing Annual Conference 2009, Leeds, 6-9 July 2009.
  • Frow P & Payne A (2008) A stakeholder perspective of value: Extending the value proposition in the context of stakeholders and service dominant logic. In: Forum on Markets and Marketing 2008 - Sydney, Sydney, 6 December 2008.
  • Payne A & Frow P (2008) Focused Value Creation in CRM: The Role of Value Propositions. In: 5th Workshop on Corporate Governance, EIASM, Brussels, 27-28 November 2008.
  • Ballantyne D, Varey R, Frow P & Payne A (2008) Service Dominant Logic and Value Propositions: Re-examining our Mental Models. In: Otago Forum 2, Otago, 9 December 2008.
  • Frow P & Payne A (2008) The Value Proposition Concept: Evolution, Development and Application in Marketing. In: Academy of Marketing Annual Conference 2008, Aberdeen, 8-10 July 2008.
  • Payne A, Frow P & Luong A (2007) Customer Relationship Management: a Structured Investigation of CRM Success and Failure. In: Customer Relationship Management: a Structured Investigation of CRM Success and Failure, Buenos Aires.
  • Payne A, Frow P & Storbacka K (2007) Relationships and Service-Dominant Logic: Leveraging Co-Creation Opportunities. In: EIASM 4th Research Conference on Relationship Marketing and CRM, Brussels.
  • Payne A & Liu D (2007) Antecedents and Moderating Influences of Customer Advocacy: A Conceptual Model. In: ANZMAC 2007 Conference, University of Otago, Dunedin.
  • Payne A, Storbacka K & Frow P (2007) Co-Creation of Value: Diagnosing the Brand Relationship Experience. In: Thought Leaders International Conference on Brand Management, Birmingham.
  • Payne A & Frow P (2005) CRM Strategy Formulation & Implementation. In: EIASM 3nd Workshop on Relationship Marketing, Brussels.
  • Payne A (2004) CRM strategy: lessons from 'best-in-class' organisations. In: Gartner Global Conference.
  • Payne A & Frow P (2004) Developing a strategic approach to customer relationship management. In: ANZMAC 2004 Conference, Wellington, 29 November 2004.
  • Payne A (2004) Customer relationship management - from strategy to implementation: some lessons from best practice. In: 12th International Colloquium on Relationship Marketing, Hamilton.
  • Payne A (2003) CRM and multi-channel integration challenge. In: 7th Research Conference in Relationship Marketing & Customer Relationship Management, Berlin.
  • Payne A (2002) A Strategic Framework for CRM: Strategy and Measurement. In: Relationship Marketing and Customer Relationship Management Annual Research Conference, Atlanta.
  • Payne A (2002) From Relationship Chains to CRM Value Creation Processes. In: Relationship Marketing Colloquium, Kaiserslauten.
  • Payne A (2002) A strategic approach to CRM. In: European Council on Customer Strategy Conference Board, London.
  • Payne A (2002) Developing a strategic approach to CRM. In: Institute of Logistics Convention, Birmingham.
  • Payne A (2001) A Startegic Approach to CRM. In: CRM Summit, Chicago.
  • Payne A & Holt S (1998) Diagnosing Customer Value: A Review of 'Value' and a Framework for Relationship Value Management. In: 6th International Colloquium on Relationship Marketing, Auckland.
  • Payne A (1997) Relationship Marketing: Extensions to the Six Markets Model. In: Australian and New Zealand Marketing Academy.

Books

  • Payne A (2019) Jagdish Sheth: Scholar, Innovator, Mentor and Philanthropist. In: Handbook of Marketing Advances in the Era of Disruptions, Sage, p. 605-608.
  • Frow P & Payne A (2018) Value Cocreation: An Ecosystem Perspective. In: Handbook of Service-Dominant Logic, Sage, p. 80-96.
  • Payne A & Frow P (2016) Customer relationship management: strategy and implementation. In: The Marketing Book - 7th Edition, Routledge, p. 439-466, ed. 7.
  • Frow P, Payne A, Wilkinson I & Young L (2015) Customer Management and CRM: Addressing the Dark Side. In: The Dark Side of CRM, Routledge, ed. 1st Edition.
  • Frow P & Payne A (2015) The Nordic School of Services: A Review. In: The Nordic School: Services Marketing and Management, CERS, p. 143-156.
  • Payne A (2014) A Review of the Scholarly Contribution of Christian Grönroos. In: Legends in Marketing: Christian Gröroos - Relationship Marketing, CA: Sage Publications, p. 215-223.
  • Payne A & Frow P (2013) Strategic Customer Management: Integrating CRM and Relationship Marketing. Cambridge University Press.
  • McDonald M, Frow P & Payne A (2011) Marketing Plans for Service Businesses. Wiley, ed. 3rd Edition.
  • Payne A (2010) Jagdish Sheth's Seminal Contribution to Relationship Marketing. In: Legends in Marketing: Jagdish Sheth Relationship Marketing, CA: Sage Publications, p. 229-233.
  • Payne A & Frow P (2007) A Strategic Approach to Customer Relationship Management. In: The Marketing Book. Baker M, Hart S (ed.), Elsevier Butterworth Heinemann, ed. 6th edition.
  • Payne A (2005) Handbook of CRM: Achieving Excellence in Customer Management. Butterworth Heinemann.
  • Knox S, Maklan S, Peppard J, Payne A, Knox S & Ryals L (2003) CRM: perspectives from the market place. Oxford: Butterworth Heinemann.
  • Payne A & Rapp R (2003) Handbuch Relationship Marketing. Munich: Verlag Vahlen, ed. 2.
  • Christopher M, Payne A & Ballantyne D (2002) Relationship Marketing: Creating Stakeholder Value. Butterworth Heinemann.
  • Payne A (2002) The Handbook of CRM.
  • Payne A (2002) Relationship marketing. In: International encyclopedia of business and management. Warner M (ed.), London: Thomson Learning, ed. 2nd ed..
  • Christopher M & Payne A (2002) Integrating Customer Relationship Management and Supply Chain Management. In: The Marketing Book. Baker M (ed.), Butterworth Heinemann, ed. 5.
  • McDonald M, Christopher M, Payne A & Knox S (2001) Creating a Company for Customers: The Way Forward for Business Leaders. London: FT Prentice Hall.
  • Baker S & Payne A (2000) Marketing Management: A Relationship Approach. MacMillan Business.
  • Payne A (2000) Relationship Marketing: The UK Perspective. In: Handbook of Relationship Marketing. Sheth J, Parvatiyar A (ed.), Sage.
  • Payne A (2000) The CRM Phenomenon. In: The Business Guide to CRM. Reeves J (ed.), Caspian Publishing.
  • Payne A & Frow P (2000) Relationship Marketing: Insights from the Services Sector. In: Relationship Marketing: Gaining Competitive Advantage through Customer Satisfaction and Customer Retention. Henning-Thurau T, Hansen U (ed.), Hannover.
  • Peck H, Payne A, Christopher M & Clark M (1999) Relationship Marketing: Strategy and Implementation - Text and Cases. London: Butterworth-Heinemann.
  • Payne A & Rapp R (1999) Handbuch Relationship Marketing. Munich: Verlag Vahlen, ed. 1.
  • Payne A & Beishon M (1999) Building a Business of Delight. In: Customer Relationship Management. Nash T (ed.), Kogan Page, p. 9-15.
  • Peck H, Clark M, Christopher M & Payne A (1999) Vom funktionsorientierten Marketing zur prozessorientierten Relationship Marketing-Kette. In: Handbuch Relationship Marketing: Konzeption und erfolgreiche Umsetzung. Payne A, Rapp R (ed.), Munchen: Verlag Vahlen, p. 29-45.
  • Payne A & Holt S (1998) Relationship marketing. In: Icon critical dictionary of global economics. Beynon R (ed.), Duxford: Icon.
  • Clark M & Payne A (1997) Il Marketing dei Servizi: Dal Modello 'Sei Mercati al Modello delle Dette P. In: Qualita dei Servizi. Negri L (ed.), Collana Prometeo, p. 131-168.
  • Payne A (1996) Relationship marketing. In: International encyclopedia of business and management. Warner M (ed.), London: Routledge, ed. 1st ed..
  • Payne A (1996) Relationship Marketing Strategies: Winning and Keeping Customers. In: Marketing Manager's Yearbook 1996, Chartered Institute of Marketing; AP Information Services, p. 37-39.