Contact Professor Hugh Wilson
- Email: hugh.wilson@cranfield.ac.uk
- Twitter: @hughnwilson
Background
Hugh has a mathematics degree from Oxford University, a postgraduate computer science degree from Cambridge University, and a prize-winning PhD in marketing strategy and planning from Cranfield. Prior to joining the Cranfield faculty in 2004, he had 20 years' experience with IBM, Logica CMG, Xerox and others in consulting, product management and marketing strategy. He has advised the UK's Service Transformation Board, the Varney Review and NHS Direct on cost and experience transformation in public services. Hugh is listed in the Chartered Institute of Marketing's "Guru Gallery" of "the 50 leading marketing thinkers alive in the world today", and has been honoured by the UK's Secretary of State for Business and Tim Berners-Lee as one of the hundred individuals who have had most influence over the development of e-commerce, according to a NOP poll of practitioners and an expert panel.
Current activities
Hugh is a Visiting Professor at Cranfield School of Management.
Hugh spends much of his time working with world-class companies on marketing strategy, customer experience management and sustainability marketing, as well as teaching on these topics in Cranfield. He was joint winner of the School of Management's Teaching Prize in 2015, and was voted by students as the School of Management's Best Lecturer in the 2017 Student-Led Teaching Awards.
Hugh writes extensively for both executives and academics. His books include The Multichannel Challenge (2008) and Marketing Plans, 8th edition (2016). He has published five articles on customer experience and social identity for Harvard Business Review, and was interviewed about persuasion for Stephen Fry's Radio 4 programme "Fry's English Delight". He is a frequent keynote speaker for industry conferences. He has published over 40 academic papers in Journal of Marketing, Journal of the Academy of Marketing Science, Journal of Retailing, Journal of Product Innovation Management, Journal of the American Statistical Association and British Journal of Management, amongst other journals. He recently completed a five-year editorial board appointment for Journal of the Academy of Marketing Science.
Hugh's research interests include B2B solutions, customer experience management and sustainability marketing. From 2014-2016 he was Cranfield's Principal Investigator for EU-Innovate, an EU-funded consortium investigating how to construct sustainable lifestyles by 2050. He initiated Cranfield's carbon programme which has reduced the University's carbon emissions by 32% so far.
Clients
Recent clients for executive education, consulting and director-level coaching include AXA, Emirates, GKN, Balfour Beatty, ING, Tata, SAS, BSkyB, Rank, Merck, GfK, Oxfam and London Symphony Orchestra.
Publications
Articles In Journals
- Rowe ZO, Wilson HN, Dimitriu R, Charnley FJ & Lastrucci G (2019) Pride in my past: influencing sustainable choices through behavioral recall, Psychology and Marketing, 36 (4) 276-286.
- Kelleher C, Wilson H, Macdonald EK & Peppard J (2019) The score is not the music: integrating experience-based and practice-based perspectives on value co-creation in collective consumption contexts, Journal of Service Research, 22 (2) 120-138.
- Pareek B, Ghosh P, Wilson HN, Macdonald EK & Baines P (2018) Tracking the impact of media on voter choice in real time: A Bayesian dynamic joint model, Journal of the American Statistical Association, 113 (524) 1457-1475.
- Watson R, Wilson HN, Smart P & Macdonald E (2018) Harnessing difference: a capability-based framework for stakeholder engagement in environmental innovation, Journal of Product Innovation Management, 35 (2) 254-279.
- Cundill G, Smart P & Wilson H (2018) Non-financial shareholder activism: a process model for influencing corporate environmental and social performance, International Journal of Management Reviews, 20 (2) 606-626.
- Rowe Z, Wilson H, Charnley F & Dimitriu R (2017) The best I can be: how self-accountability impacts product choice in technology mediated environments, Psychology and Marketing, 34 (5) 521-537.
- Baumann J, Le Meunier-Fitz HK & Wilson HN (2017) The challenge of communicating reciprocal value promises: Buyer-seller value proposition disparity in professional services, Industrial Marketing Management, 64 (July) 107-121.
- Macdonald EK, Kleinaltenkamp M & Wilson HN (2016) How business customers judge solutions: solution quality and value in use, Journal of Marketing, 80 (3) 96-120.
- Champniss G, Wilson HN, Macdonald EK & Dimitriu R (2016) No I won't, but yes we will: driving sustainability-related donations through social identity effects, Technological Forecasting and Social Change, 111 (October) 317-326.
- Champniss G, Wilson H & Macdonald E (2015) Why your customers' social identities matter, Harvard Business Review, 93 (1/2) 88-96.
- Said E, Macdonald EK, Wilson HN & Marcos J (2015) How organisations generate and use customer insight, Journal of Marketing Management, 31 (9-10) 1158-1179.
- Baxendale S, Macdonald E & Wilson H (2015) The impact of different touchpoints on brand consideration, Journal of Retailing, 91 (2) 235-253.
- Poenaru A, Baines P & Wilson H (2014) Building Capabilities in Market Segmentation, The European Business Review (May-June 2014) 52-55.
- Macdonald EK, Wilson HN & Konus U (2012) Better customer insight - in real time, Harvard Business Review, 90 (9) 102-108.
- Blades F, Macdonald EK & Wilson HN (2012) Best practice: Charity marketing, Admap (February) 42-43.
- Macdonald E & Wilson H (2012) Best Practice: Social Media Marketing, Admap (April) 42-43.
- Pilbeam C, Alvarez G & Wilson H (2012) The governance of supply networks: a systematic literature review, Supply Chain Management: An International Journal, 17 (4) 358-376.
- King T & Wilson H (2012) Retail customer experience, Admap (March).
- Lemke F, Clark M & Wilson H (2011) Customer experience quality: An exploration in business and consumer contexts using repertory grid technique, Journal of the Academy of Marketing Science, 39 (6) 846-869.
- Baines P, Macdonald E, Wilson H & Blades F (2011) Measuring communication channel experiences and their influence on voting in the 2010 British General Election, Journal of Marketing Management, 27 (7-8) 691-717.
- Macdonald E, Wilson H, Martinez V & Toossi A (2011) Assessing value-in-use: A conceptual framework and exploratory study, Industrial Marketing Management, 40 (5) 671-682.
- Macdonald EK, Wilson H & Konus U (2011) Using Mobile Phones to Capture Customer Experiences, HBR Blog Network (5 May 2011).
- Le Meunier-Fitzhugh K, Baumann J, Palmer R & Wilson H (2011) The implications of service dominant logic and integrated solutions on the sales function., Journal of Marketing Theory and Practice, 19 (4) 423-440.
- Marcos Cuevas J, Wilson H & Marcos Cuevas J (2011) Marketing Pharmaceuticals, Admap (December).
- Macdonald EK & Wilson HN (2011) Best practice: Immersive market research, Admap (November) 44-45.
- Mollen A & Wilson H (2010) Engagement, Telepresence and Interactivity in Online Consumer Experience: Reconciling Scholastic and Managerial Perspectives, Journal of Business Research, 63 (9-10) 919-925.
- Palmer R & Wilson H (2009) An exploratory case study analysis of contemporary marketing practices, Journal of Strategic Marketing, 17 (2) 169-187.
- Parry E & Wilson H (2009) Factors influencing the adoption of online recruitment, Personnel Review, 38 (6) 655-673.
- Bailey C, Baines P, Wilson H & Clark M (2009) Segmentation and customer insight in contemporary services marketing practice: why grouping customers is no longer enough, Journal of Marketing Management, 25 (3/4) 227-252.
- Wilson H, Daniel E & Davies I (2008) The diffusion of e-commerce in UK SMEs, Journal of Marketing Management, 24 (5-6) 489-516.
- White A, Johnson M & Wilson H (2008) RFID in the Supply Chain: Lessons from European Early Adopters, International Journal of Physical Distribution and Logistics Management, 38 (2) 88-107.
- Wilson H, Clark M & Smith B (2007) Justifying CRM projects in a business-to-business context: the potential of the Benefits Dependency Network, Industrial Marketing Management, 36 (6) 770-783.
- White A, Daniel E, Ward J & Wilson H (2007) The adoption of consortium B2B e-marketplaces: An exploratory study, Journal of Strategic Information Systems, 16 (1) 71-103.
- Wilson H & Daniel E (2007) The Multi-Channel Challenge: A dynamic capability approach, Industrial Marketing Management, 36 (1) 10-20.
- Baines TS, Lightfoot HW, Evans S, Neely A, Greenough R, Peppard J, Roy R, Shehab E, Braganza A, Tiwari A, Alcock JR, Angus JP, Basti M, Cousens A, Irving P, Johnson M, Kingston J, Lockett H, Martinez V, Micheli P, Tranfield D, Walton IM & Wilson H (2007) State-of-the-art in product-service systems, Proceedings of the Institution of Mechanical Engineers, Part B: Journal of Engineering Manufacture, 221 (10) 1543-1552.
- Stuart-Menteth H, Wilson H & Baker S (2006) Escaping the channel silo: researching the new consumer, International Journal of Market Research, 48 (4) 415-437.
- Wilson H & McDonald M (2006) Innovation in the route to market: the new competitive edge, Advertising Express (April) 61-65.
- Smith B & Wilson H (2006) Creating and using customer insight: twelve rules of best practice, Journal of Medical Marketing, 6 (2) 135-139.
- Wilson H & Bruce L (2006) Make the right connections, Marketer -London- (June) 27-29.
- Smith B, Wilson H & Clark M (2006) The marketers' stone, Marketer -London- (Jul/Aug) 32-33.
- Wilson H, Love J & Bruce L (2005) Measuring multi-channel campaigns, Admap (Jul/Aug) 35-37.
- Wilson H & Bruce L (2005) SMEs must swim the channel, B2B Marketing.
- Wilson H & Menteth H-S (2005) Multi-channel experience consistency: evidence from Lexus, Interactive Marketing -London-, 6 (4) 317-325.
- Wilson H & Bruce L (2005) Hop this way, Marketer -London-.
- Bazett M, Bowden I, Love J, Street R & Wilson H (2005) Measuring multi-channel effectiveness using the balanced scorecard, Interactive Marketing -London-, 6 (3) 224-231.
- Smith B, Wilson H & Clark M (2005) Power nucleus, Pharmaceutical Marketing Europe (Winter) 26-28.
- Ryals L & Wilson H (2005) Experimental methods in market research: From information to insight, International Journal of Market Research, 47 (4) 347-366.
- McDonald M & Wilson H (2004) Marketing, existential practice and an etherised discipline: a soteriological comment, Journal of Marketing Management, 20 (3/4) 387-408.
- Daniel E & Wilson H (2004) Action research in turbulent environments: an example in e-commerce prioritisation, European Journal of Marketing, 38 (3) 355-377.
- Wilson H, Hobbs M, Dolder C & McDonald M (2004) Optimising multiple channels, Interactive Marketing -London-, 5 (3) 252-268.
- Wilson H (2004) Towards rigour in action research: a case study in marketing planning, European Journal of Marketing, 38 (3) 378-400.
- Daniel E & Wilson H (2003) The role of dynamic capabilities in e-business transformation, European Journal of Information Systems, 12 (4) 282-296.
- Daniel E, Wilson H & Mcdonald MHB (2003) Towards a Map of Marketing Information Systems: An Inductive Study, European Journal of Marketing, 37 (5/6) 821-847.
- Wilson H, Daniel E & Mcdonald MHB (2002) Factors for Success in Customer Relationship Management (CRM) Systems, Journal of Marketing Management, 18 (1/2) 193-219.
- Daniel E, Wilson H & Myers A (2002) Adoption of E-Commerce by SMEs in the UK: Towards a Stage Model, International Small Business Journal, 20 (3) 253-270.
- Daniel E, Wilson H & Myers A (2002) Innovation in SMEs: The Case of e-commerce Adoption in the UK, Innovation: Management, Policy and Practice, 4 (1-3) 12-29.
- Daniel E & Wilson H (2002) Adoption Intentions and Benefits Realised: A Study of E-Commerce in UK SMEs, Journal of Small Business and Enterprise Development, 9 (4) 331-348.
- Mcdonald MHB & Wilson H (2001) An Evaluation of IT Styles of Support for Strategic Marketing Planning, European Journal of Marketing, 35 (7/8) 815-842.
- Wilson Hugh N & McDonald Malcolm (2001) An evaluation of styles of IT support for marketing planning, European Journal of Marketing.
- McDonald M & Wilson H (1999) The Internet and Marketing Strategy, Marketing Business (Jun).
- Mcdonald MHB & Wilson H (1999) Exploiting Technique Inter-Relationships: A Model of Strategic Marketing Planning, Journal of Euromarketing, 7 (3) 1-26.
- Mcdonald MHB & Wilson H (1996) Computer Aided Marketing Planning: The Experience of Early Adopters, Journal of Marketing Management, 12 (5) 391-416.
- McDonald MHB & Wilson HN (1990) State-of-the-art developments in expert systems and strategic marketing planning, British Journal of Management, 1 (1) 159-170.
Conference Papers
- Mera CE, Wilson HN, Adams RJ, Watson R, Macdonald E & ielsen KR (2020) Sustainable entrepreneurship as a community of practice (Forthcoming). In: British Academy of Management Conference**: BAM2020 Conference In The Cloud, Online, 2-4 September 2020.
- Esch DT & Wilson HN (2019) We Won, Therefore I Won: How the Performance of Social Groups Affects Individuals’ Subjective Well-Being. In: Happiness and Well-Being Preconference at the 20th Society for Personality and Social Psychology (SPSP) Annual Convention, Portland (OR), 7 February 2019.
- Esch DT & Wilson HN (2018) The Power of Social Victories: Resilience and Group Performance as Predictors of Individuals’ Task Performance. In: Self and Identity Preconference at the 19th Society for Personality and Social Psychology (SPSP) Annual Convention, Atlanta (GA), 1 March 2018.
- Esch DT & Wilson HN (2018) The Power of Social Victories: Resilience and Group Performance as Predictors of Individuals’ Task Performance. In: 19th Society for Personality and Social Psychology (SPSP) Annual Convention, Atlanta (GA), 1-3 March 2018.
- Watson RJ, Roed Nielsen K, Mera C, Wilson HN, Macdonald EK, Reisch L & Hemel S (2017) Policy for sustainable entrepreneurship: A crowdsourced framework. In: BAM 2017, Warwick Business School, University of Warwick, 5-7 September 2018.
- Arkadan F, Macdonald E & Wilson H (2017) The role of organizational values in customer experience management. In: 5th Naples Forum on Service, Sorrento, 6-9 June 2017.
- Esch DT, Wilson HN & Macdonald EK (2017) An Integrated Model of the Antecedents and Consequences of Touchpoints. In: 19th Academy of Marketing Science (AMS) World Marketing Congress, Paris, 20-22 July 2016.
- Wilson H, Champniss G, Macdonald E & Dimitriu R (2017) A Group at a Time: Using Social Group Effects to Engender Sustainable Consumer Behaviours. In: European Marketing Academy Conference (EMAC) 2017, University of Groningen, 23-26 May 2017.
- Macdonald E, Wilson H & Kleinaltenkamp M (2017) Business Solutions: What are they and how do they create value-in-use?. In: 5th Naples Forum on Service, Sorrento, 6-9 June 2017.
- Mollen A, Wilson H & Macdonald E (2017) Consumer engagement: Metric or mantra? Scale development, validation and application. In: 19th Academy of Marketing Science (AMS) World Marketing Congress, Paris, 20-22 July 2016.
- Champniss G, Wilson H, Dimitriu R & Macdonald E (2016) Bypassing the attitude-behavior gap: using social identity for norm effects to engender sustainable consumer behaviors. In: Academy of Marketing Science (AMS) World Marketing Congress, Paris, 19-23 July 2016.
- Arkadan F, Macdonald E & Wilson H (2016) Customer experience management. In: Academy of Marketing Science Conference 2016 - Florida, Florida - Disney's Contemporary Resort at Walt Disney's World Magic Kingdom, 17-20 May 2016.
- Li, Konus, Wilson H & Macdonald E (2015) Impact of multi-touchpoint experience affect consumer satisfaction and behaviour: a real-time tracking approach. In: 44th European Marketing Academy Conference (EMAC) 2015, Leuven, 26-29 May 2015.
- Watson RJ, Wilson HN, Smart P & Macdonald EK (2015) Harnessing difference: A capability-based framework for engaging stakeholders in sustainability innovation. In: 22nd International Product Development Management Conference, 2015, Copenhagen, 14-16 June 2015.
- Watson R, Wilson H, Macdonald E & Smart P (2015) Engaging stakeholders in innovation for environmental sustainability: A capability-based framework. In: 75th Academy of Management Annual Meeting, 2015, Vancouver, British Columbia, 7-11 August 2015.
- Alvarez G, Wilson HN, Pilbeam CJ & Wilding R (2014) The evolution of sustainability network structure and governance (Prize for best paper in conference overall). In: 22nd International Colloquium in Relationship Marketing - “Sustainable relationships: myth or reality?", Newcastle, 8-10 September 2014.
- Champniss G, Wilson H, Macdonald EK & Dimitriu R (2014) All For One and One For All: How Quickly-Formed Consumer Groups can Encourage Prosocial Behaviour. In: EMAC 43rd Annual Conference, Valencia, 3 June 2014.
- Champniss G, Wilson H, Dimitriu R & Macdonald EK (2014) Many Hands Make...Different Work: How Group Effects can Foster Prosocial Behaviours from Consumers. In: ANZMAC 2014 Conference, Brisbane, 1 December 2014.
- Champniss G, Wilson H, Macdonald E & Dimitriu R (2014) Together we can do it: Using group influence to motivate prosocial consumer behaviour. In: 22nd International Colloquium in Relationship Marketing - “Sustainable relationships: myth or reality?", Newcastle, 8-10 September 2014.
- Said E, Macdonald E & Wilson H (2014) How organizations translate customer insight into marketing action. In: 2014 Academy of Marketing Conference, Bournemouth, 7-10 July 2014.
- Bruce HL, Wilson H & Macdonald E (2014) Enduring Household Identity Conflict: A Study of Mundane, Continuous Consumption. In: Consumer Culture Theory Conference 2014 - Helsinki, Helsinki, 26-29 June 2014.
- Bruce HL, Wilson H & Macdonald E (2013) Enhancing customer perceived value measurement: a multidimensional index for tv consumption. In: 42nd European Marketing Academy Conference (EMAC) 2013, Istanbul, 4-7 June 2013.
- Bruce HL, Wilson H & Macdonald E (2013) Enhancing customer perceived value measurement: a multidimensional index for tv consumption. In: 42nd Academy of Marketing Science Annual Conference, 2013, Monterey Bay, California, 15-18 May 2013.
- Bruce HL, Wilson H & Macdonald E (2013) Enhancing customer perceived value measurement: a multidimensional index for tv consumption. In: American Marketing Association Summer Educators Conference, Boston, MA, 9-11 August 2013.
- Bruce H, Wilson H & Macdonald E (2013) You Know You're Working Class when your TV is Bigger than your Bookcase: Enduring Household Identity Conflict. In: American Marketing Association Summer Educators Conference, Boston, MA, 9 August 2013.
- Bruce HL, Wilson H & Macdonald E (2013) You Know you're Working Class when your TV is Bigger than your Bookcase: Enduring Household Identity Conflict. In: 42nd Academy of Marketing Science Annual Conference, 2013, Monterey Bay, California, 15 May 2013.
- Bruce HL, Wilson H & Macdonald E (2013) Built on Sand: Strengthening the Foundations of Customer Value Research. In: Consumer Culture Theory Conference 2012, Oxford, 16 August 2012.
- Bruce HL, Wilson H & Macdonald E (2013) Interconnected Identities: Enduring Identity Conflict in the Household. In: 42nd European Marketing Academy Conference, 2013, Istanbul, 4 June 2013.
- Bruce HL, Wilson H & Macdonald E (2013) Investigating Customer Value as it Arises from Customer Experience. In: Academy of Marketing Conference 2012, Southampton, 2 July 2012.
- Macdonald E, Konus U & Wilson H (2013) Multi-touchpoint customer segmentation in relational contexts: Using a real-time experience tracking approach. In: European Marketing Academy Conference (EMAC) Doctoral Colloquium, Istanbul, 4-7 June 2013.
- Champniss GP, Wilson H, Macdonald E & Dimitriu R (2013) Together we can do it: Using group influence to motivate prosocial consumer behaviour. In: American Marketing Association Summer Educators Conference, Boston, MA, 9-11 August 2013.
- Macdonald E, Baxendale S & Wilson H (2013) Comparing the impact of brand, retailer and peer to peer touchpoints on consideration in consumer goods. In: American Marketing Association Summer Educators Conference, Boston, MA, 9-11 August 2013.
- Macdonald EK, Konus U & Wilson H (2012) Pleased to meet you: multichannel segments and their covariates. In: 41st European Marketing Academy Conference (EMAC) 2012, Lisbon, 22-25 May 2012.
- Baxendale S, Evans N, Macdonald EK & Wilson H (2012) Measuring advertising effectiveness using a real time experience tracking approach. In: Wharton Future of Advertising Empirical Generalisations Conference, Philadelphia, 31 May 2012.
- Kleinaltenkamp M, Macdonald EK & Wilson H (2012) You'll never walk along - value co-creation in a usage center. In: ANZMAC/KSMS Joint Symposium at the Global Marketing Conference, Seoul, 19 July 2012.
- Kleinaltenkamp M, Macdonald EK & Wilson H (2012)
Value co-creation in a usage center
. In: ISBM Academic Conference, Chicago, 15 August 2012. - Konus U, Macdonald E & Wilson H (2011) The impact of holistic customer experience: a real-time experience tracking approach. In: INFORMS Marketing Science Conference 2011, Houston, TX, 9 June 2011.
- Wilson H, Macdonald E, Lemke F & Clark M (2011) Service quality, usage process quality and value-in-use. In: EMAC 40th Conference, Ljubljana, 24 May 2011.
- Macdonald EK, Wilson H & Konus U (2011) Multichannel customer experience: A real time experience tracking approach. In: EMAC 40th Conference, Ljubljana, 24 May 2011.
- Konus U, Macdonald EK & Wilson H (2011) Tracking Holistic Customer Experience in Realtime. In: INFORMS Marketing Science Conference 2011, Houston, TX, 9 June 2011.
- Khan A, Wilson H & Clark M (2011) Market Orientation, customer value orientation and firm performance.. In: China Marketing Science (CMS) Conference, Guangzhou, 19 August 2011.
- Kleinaltenkamp M, Macdonald E K & Wilson H (2011) How co-creation processes create value: an exploration in an industrial maintenance context using repertory grid technique. In: Australian New Zealand Marketing Academy (ANZMAC), Perth, 28 November 2011.
- Clark M, Lemke F, Wilson H & Macdonald E (2011) Customer experience and customer value: determining the link in B2B settings. In: International Colloquium on Relationship Marketing, Rochester, New York, 27 September 2011.
- Macdonald E & Wilson H (2010) The real-time evolution of brand engagement in the charity sector. In: 18th International Colloquium on Relationship Marketing, Henley Business School, University of Reading, 27 September 2010.
- Wilson H & Macdonald E (2010) The real-time evolution of multichannel brand engagement. In: 39th EMAC Conference, Copenhagen, Denmark, 1 June 2010.
- Alvarez G, Wilson HN, Pilbeam CJ & Wilding R (2010) How networks evolve: a dynamic multiple-network perspective in a sustainability context. In: Multi-Organizational Partnerships, Alliances and Networks (MOPAN), University of Keele, 28-30 June 2010.
- Baines P, Macdonald EK, Wilson H & Blades F (2010) Communication channel experiences and their influence on voting in the 2010 British general election. In: Academy of Marketing Political Marketing Specialist Interest Group, Chester, 8 October 2010.
- Lemke F, Clark M & Wilson H (2010) Customer experience quality: An exploration in business and consumer contexts using repertory grid technique.. In: International Colloquium on Relationship Marketing (ICRM), Henley, 27 September 2010.
- Macdonald EK, Wilson H & Martinez V (2009) Developing a framework for assessing the value-in-use of product-service systems: a case study. In: EIASM 2009 Naples Forum on Services, Capri, 16 June 2009.
- Macdonald E, Martinez V & Wilson H (2009) Towards the assessment of the value-in-use of product-service systems: A review. In: Performance Management Association Conference, Dunedin, New Zealand.
- Macdonald E, Martinez V & Wilson H (2009) A framework for assessing the value-in-use of product-service systems. In: POMS 20th Annual Conference, Orlando.
- Le Meunier-FitzHugh K, Palmer R & Wilson H (2009) A sales perspective on service dominant logic. In: Academy of Marketing Science Conference, Baltimore.
- Khan A & Wilson H (2009) Market orientation, customer value orientation and firm performance.. In: ISES Inaugural Global Conference on Service Excellence, Singapore, 22 July 2009.
- Macdonald E, Wilson H & Martinez V (2009) Assessing the value-in-use of integrated product-service offerings: A repertory grid approach. In: 18th Annual Frontiers in Service 2009, Honolulu, 29 October 2009.
- Bailey Chris, Wilson H & Clark M (2007) Actioning customer insight: fulfilling the promise of CRM. In: Academy of Marketing Conference, Kingston.
- Bailey Chris, Wilson H & Clark M (2007) Actioning customer insight: an exploratory multiple-case study. In: EMAC Annual Conference, Reykjavik.
- Wilson H, Baines P & Maklan S (2007) Contemporary practice in actioning market segmentation. In: Academy of Marketing SIG on Market Segmentation Workshop, Milton Keynes.
- Madaleno R, Wilson H & Palmer R (2006) Does multi-channel integration matter? Determinants of customer satisfaction in a multi-channel B2B environment. In: Academy of Marketing Conference, London.
- White A, Johnson M & Wilson H (2006) RFID in the supply chain: The experience of early adopters. In: Academy of Marketing Conference, London.
- Parry E & Wilson H (2006) Online recruitment within the UK: a model of the factors affecting its adoption. In: 1st European Academic Workshop on eHRM, Twente.
- Wilson H & Daniel E (2005) The multi-channel challenge: A dynamic capability approach. In: Academy of Marketing Conference, Dublin.
- Parry E & Wilson H (2005) Internet recruitment. In: British Academy of Management Conference, Oxford.
- Parry E & Wilson H (2005) An inductively derived conceptual model of online recruitment adoption. In: International HRM Conference, Cairns.
- Parry E & Wilson H (2005) Factors affecting the adoption of internet recruitment: An inductive study. In: British Academy of Management Conference, Oxford.
- Palmer R & Wilson H (2004) Refinement of a framework of contemporary marketing practices: A research agenda and initial case study. In: American Marketing Association/Institute for the Study of Business Markets Conference, Boston.
- Daniel E, Wilson H & Myers A (2001) An Empirical Investigation of the Adoption of E-Commerce by SMEs in the UK. In: UKAIS Conference, Portsmouth.
- Daniel E, Wilson H & Sutherland F (2000) Factors Determining the Successful Development of IT Systems for Marketing. In: UKAIS Conference, Cardiff.
- Daniel E, Wilson H, Ward J & McDonald M (2000) Improved Deployment of Marketing Information Systems. In: Americas Conference on Information Systems (AMCIS), Long Beach, CA.
- Watson RJ, Wilson HN, Smart P & Macdonald EK Engaging stakeholders in innovation for environmental sustainability: a capability-based framework. In: Academy of Management Annual Conference, 2015**, Vancouver, British Columbia (75th), 7-11 August 2015.
- Arkadan F, Macdonald E & Wilson H A systematic literature review of practices in customer experience management. In: Academy of Marketing Science - World Marketing Congress Paris 2016, IESEG School of Management Paris, 20-22 July 2016.
- Baxendale S, Macdonald E & Wilson H How different brand encounters impact brand purchase choice. In: European Marketing Academy Conference (EMAC) 2017, University of Groningen, 23-26 May 2017.
Books
- Ryals L, Abdollahi S, Maklan S & Wilson H (2012) Implementing Sustainable Marketing. In: Cranfield on Corporate Sustainability, Sheffield: Greenleaf, p. 133-148.
- McDonald M & Wilson H (2011) Marketing Plans: how to prepare them, how to use them. . Chichester: Wiley, ed. 7th.
- Wilson H (2009) Measuring the effectiveness of multichannel strategies. In: Marketing Accountability: How to measure marketing effectiveness. McDonald M, Mouncey P (ed.), Kogan Page.
- Wilson H, Street R & Bruce L (2008) The Multi-Channel Challenge: Integrating Customer Experience for Profit. Oxford: Butterworth-Heinemann.
- Wilson H, McDonald M, Hobbs M & Dolder C (2006) Optimising multi-channel performance. In: Multi-Channel Marketing - An Introduction. Sunder K (ed.), Magnus School of Business, p. 118-142.
- Wilson H, Hobbs M, Dolder C & McDonald M (2004) Multi-channel marketing: optimising performance in an ICT-enabled world. In: Evolution of Supply Chain Management. Chang Y, Makatsoris H, Richards H (ed.), Kluwer.
- McDonald M & Wilson H (2001) e-Marketing: improving marketing effectiveness in a digital world. London: FT Prentice Hall.
- McDonald M & Wilson H (2001) Serving customers through multiple channels: how to profit from the right channel mix. In: Customer Relationship Management, London: Caspian Publishing.
- Daniel E, Wilson H, McDonald M & Ward J (2001) Marketing Stategy in the Digital Age: Exploiting e-Commerce in your Busines. Financial Times/Prentice Hall.
- McDonald M, Hewson W & Wilson H (1996) Towards Excellence in Marketing Strategy - The Role of Systems in Strategic Marketing and Business Planning.