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
