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All Outputs (74)

Does the marketing curriculum reflect the importance of services marketing to practitioners? (2007)
Journal Article
Hilton, T., Hughes, T., & McDowell, R. (2007). Does the marketing curriculum reflect the importance of services marketing to practitioners?. Marketing Review, 7(2), 315-335. https://doi.org/10.1362/146934707X198876

Given the growth of the service sector and the increased importance of service marketing thinking for practitioners we are interested in learning how far this development is reflected within the marketing curriculum delivered within UK universities.... Read More about Does the marketing curriculum reflect the importance of services marketing to practitioners?.

Degrees of separation: Technological interactivity and account management (2007)
Journal Article
Hughes, T., Foss, B., Stone, M., & Cheverton, P. (2007). Degrees of separation: Technological interactivity and account management. International Journal of Bank Marketing, 25(5), 315-335. https://doi.org/10.1108/02652320710772989

Purpose - There has been an increasing application of remote technology to customer service. This research, from business-to-business financial services, seeks to gain insight and understanding into how the supplier/customer relationship and account... Read More about Degrees of separation: Technological interactivity and account management.

New channels/old channels: Customer management and multi-channels (2006)
Journal Article
Hughes, T. (2006). New channels/old channels: Customer management and multi-channels. European Journal of Marketing, 40(1-2), 113-129. https://doi.org/10.1108/03090560610637347

Purpose - This paper seeks to concern itself with the implications for the management of customer relationships of pursuing a multi-channel approach. Design/methodology/approach - The case study method is used in analysing the situation of four organ... Read More about New channels/old channels: Customer management and multi-channels.

The teaching of services marketing (2004)
Presentation / Conference
Hilton, T., Hughes, T., & McDowell, R. (2004, November). The teaching of services marketing. Paper presented at Services Marketing Conference, Liverpool, UK

New technology and the changing role of marketing (2004)
Journal Article
Tapp, A., & Hughes, T. (2004). New technology and the changing role of marketing. Marketing Intelligence and Planning, 22(3), 284-296. https://doi.org/10.1108/02634500410536876

Marketing practice is increasingly being affected by new technologies, creating opportunities and threats for marketing practitioners. Much of the literature has concentrated on effects external to the firm such as the Internet's impact on market str... Read More about New technology and the changing role of marketing.

Key account management in financial services: an outline research agenda (2004)
Journal Article
Hughes, T., Foss, B., Stone, M., & Cheverton, P. (2004). Key account management in financial services: an outline research agenda. Journal of Financial Services Marketing, 9(2), 184-193

The forces of deregulation and technological development have created a highly competitive environment in financial services. Despite the quest for business-to-business service efficiency, most financial services companies know that they must not los... Read More about Key account management in financial services: an outline research agenda.

Marketing principles in the application of e-commerce (2002)
Journal Article
Hughes, T. (2002). Marketing principles in the application of e-commerce. Qualitative Market Research: An International Journal, 5(4), 252-260. https://doi.org/10.1108/13522750210443209

E-commerce has been much hyped as a potentially transformational force in many industries, and financial services is an industry where its impact is expected to be particularly strong. In this qualitative research four case studies have been develope... Read More about Marketing principles in the application of e-commerce.

The implications of e-commerce (2002)
Book Chapter
Hughes, T. (2002). The implications of e-commerce. In B. Foss, & M. Stone (Eds.), CRM in financial services (123-135). Kogan Page

Market orientation and the response of UK financial services companies to changes in market conditions as a result of e-commerce (2001)
Journal Article
Hughes, T. (2001). Market orientation and the response of UK financial services companies to changes in market conditions as a result of e-commerce. International Journal of Bank Marketing, 19(6), 222-232. https://doi.org/10.1108/02652320110405036

The UK financial services industry is changing rapidly, particularly as a result of developments in distribution, notably with e-commerce. The aim of this study is to apply the conceptual framework of market orientation to explain how a number of fin... Read More about Market orientation and the response of UK financial services companies to changes in market conditions as a result of e-commerce.