Outputs (80)

Happiness and co-creation of value: Playing the blues (2021)
Journal Article

Little has been written about co-creational aspects of happiness. Happiness is generally treated in the marketing literature as an individual outcome of exchange. However, the notion of value in exchange has been challenged by service-dominant (S-D)... Read More about Happiness and co-creation of value: Playing the blues.

Inertia, boredom, and complacency in business-to-business relationships: Identifying and interpreting antecedents and manifestations (2021)
Journal Article

While opportunism, a ‘dark side’ construct, has been discussed at length, inertia, boredom, and complacency, have received less attention. This is surprising given their detrimental effect on relationships. This study identifies antecedents and manif... Read More about Inertia, boredom, and complacency in business-to-business relationships: Identifying and interpreting antecedents and manifestations.

Resource integration: Adopting a paradox perspective to inform the management of tensions in customer resource allocation (2020)
Journal Article

Service-dominant logic maintains that value is created collaboratively through a process of resource integration. Knowledge-intensive business services, the context for this study, are heavily dependent on customer resources for the fulfilment of the... Read More about Resource integration: Adopting a paradox perspective to inform the management of tensions in customer resource allocation.

Marketing Agency/Client Service-For-Service Provision in an Age of Digital Transformation (2019)
Journal Article

© 2019, © 2019 Taylor & Francis Group, LLC. Purpose: To explore changes in agency/client value co-creation, at a time when digital transformation is having a major impact on the marketing communications process. The theoretical framework of the res... Read More about Marketing Agency/Client Service-For-Service Provision in an Age of Digital Transformation.

Co-creation of value: A customer-integration approach (2019)
Book Chapter

The increasing influence of market competition on higher education has been criticized for a focus on short term gains rather than scholarly development. An alternative view of the market that may be more appropriate is provided by Service-Dominant l... Read More about Co-creation of value: A customer-integration approach.

Drivers of client loyalty in the context of market and technological transformation (2018)
Presentation / Conference Contribution

This study investigates the drivers of loyalty in the context of market and technological transformation. The focus is the client–marketing agency relationship. In an era of greater competitive intensity, greater pressure to demonstrate a return on i... Read More about Drivers of client loyalty in the context of market and technological transformation.

Resource integration for co-creation between marketing agencies and clients (2018)
Journal Article

© 2018, Emerald Publishing Limited. Purpose: Resource integration is a central idea within service-dominant logic (S-D logic), but there has been little scholarly research on this aspect of theory. This paper aims to explore resource integration betw... Read More about Resource integration for co-creation between marketing agencies and clients.

Service-dominant logic as a framework for exploring research utilization (2018)
Journal Article

© The Author(s) 2018. This article links service-dominant (S-D) logic to the call for better theoretical frameworks to understand research utilization in business and management. It contributes to explaining what happens in cocreating knowledge betwe... Read More about Service-dominant logic as a framework for exploring research utilization.

Branding in a digital world: Discussion based on an interview with Paul Geddes CEO of Direct Line Group (2018)
Journal Article

In an interview, Paul Geddes, CEO of Direct Line outlines his thoughts on how branding has changed since he started his career in fast moving consumer goods, at Procter and Gamble. The purpose of the article is to present a leading practitioner’s vie... Read More about Branding in a digital world: Discussion based on an interview with Paul Geddes CEO of Direct Line Group.

Academic research into marketing: Many publications, but little impact? (2018)
Journal Article

© 2018, © 2018 The Author(s). This open access article is distributed under a Creative Commons Attribution (CC-BY) 4.0 license. This article reviews some issues associated with the way in which academic research into marketing is evaluated by UK educ... Read More about Academic research into marketing: Many publications, but little impact?.

Achieving wider impact in business and management: analysing the case studies from REF 2014 (2017)
Journal Article

© 2017, © 2017 Society for Research into Higher Education. Universities, across the globe, are increasingly judged on social and economic impact. An important initiative in the UK is the Research Excellence Framework (REF) 2014, which assessed the wi... Read More about Achieving wider impact in business and management: analysing the case studies from REF 2014.

Antecedents to value diminution: A dyadic perspective (2016)
Journal Article

© 2016, © The Author(s) 2016. The purpose of this article is to identify the antecedents of diminished value in business-to-business exchange. There is only a limited amount of research on value destruction in the context of service-dominant (S-D) lo... Read More about Antecedents to value diminution: A dyadic perspective.

An examination of the dimensions and antecedents of institutionalized creativity (2016)
Journal Article

© 2016 Elsevier Inc. While the benefits of buyer-seller relationships have been discussed at length, 'dark side' constructs that can beset longer-term relationships have received less attention. One such construct, which has been identified in the co... Read More about An examination of the dimensions and antecedents of institutionalized creativity.

Co-creation of impact in marketing management: Agency and client research (2015)
Presentation / Conference Contribution

The creation of wider social and economic impact from academic research is an important policy issue and a priority for BAM. This paper presents a case study of efforts to create practitioner impact from research into the co-creation of marketing co... Read More about Co-creation of impact in marketing management: Agency and client research.

Customer, collaborator or co-creator? What is the role of the student in a changing higher education servicescape? (2015)
Journal Article

Across the globe, higher education (HE) is experiencing ever increasing turbulence. The more established markets are dealing with pressure on budgets, coupled with government intervention to steer HE in particular directions. In contrast, institution... Read More about Customer, collaborator or co-creator? What is the role of the student in a changing higher education servicescape?.

Co-creation: moving towards a framework for creating innovation in the Triple Helix (2014)
Journal Article

© 2014 Taylor & Francis. The objective of the paper is to demonstrate how the theoretical ideas of service-dominant logic (S-D logic) can usefully be applied to innovation through collaboration among university, industry and government. The debate... Read More about Co-creation: moving towards a framework for creating innovation in the Triple Helix.

Agencies and clients: Co-creation in a key B2B relationship (2014)
Presentation / Conference Contribution

This is an empirical study of co-creation in the context of the relationship between clients and their advertising agencies. This is the first study to conduct dyadic interviews with a number of clients and their agencies in examining the co-creation... Read More about Agencies and clients: Co-creation in a key B2B relationship.

Agencies and Clients – a very special relationship 1 (2014)
Presentation / Conference Contribution

Findings from Hughes and Vafeas first stage of research on marketing agencies and clients.

Consumer resistance to internet-based services: Implications for real estate customer service (2014)
Journal Article

Internet-based applications are very commonplace within business and personal contexts. Online banking, chat based customer service, and shopping are just some of the e-functions that permeate our day-to-day lives. Some consumers, though, show great... Read More about Consumer resistance to internet-based services: Implications for real estate customer service.

Value co-creation in social marketing: Functional or fanciful? (2013)
Journal Article

Purpose: Value co-creation thinking is reshaping the understanding of markets and marketing and presents a significant opportunity to develop the theory and practice of social marketing. However, whilst value co-creation offers thought-provoking new... Read More about Value co-creation in social marketing: Functional or fanciful?.

An examination of consumers' resistance to computer-based technologies (2013)
Journal Article

Purpose: This paper aims to provide a better understanding of non-adoption of technological interfaces. The majority of diffusion research on technological innovations does not distinguish clearly between non-adoption and resistance behavior and assu... Read More about An examination of consumers' resistance to computer-based technologies.

Co-production and self-service: The application of Service-Dominant Logic (2013)
Journal Article

Service-Dominant Logic (S-D logic) theory and related literature is reviewed to demonstrate S-D logic's potential to provide new insights for understanding an important contemporary issue in service delivery: the application of self-service technolog... Read More about Co-production and self-service: The application of Service-Dominant Logic.

Adopting selfservice technology to do more with less (2013)
Journal Article

Employees have traditionally played a major role in the customer's service experience. Yet selfservice technology (SST) replaces the customerservice employee experience with a customertechnology experience. This paper seeks to use a servicedomina... Read More about Adopting selfservice technology to do more with less.

Service co-creation and value realisation (2012)
Journal Article

The notion of value co-creation is central to the discourse of Service-Dominant Logic (S-D logic) yet there remains little agreement among academics seeking to explain or research the value co-creation process. We distinguish service co-creation from... Read More about Service co-creation and value realisation.

Resource integration (2012)
Journal Article

We identify five themes relevant to gaining a clearer understanding of the role of social and economic factors in resource integration. The themes and the broad relationships between them are conceptualized in Figure 1. Here we identify actors who po... Read More about Resource integration.

Marketing as an applied science: Lessons from other business disciplines (2012)
Journal Article

Purpose: This paper seeks to investigate what the marketing field can learn, with regard to the academic/practitioner divide, from other management disciplines that have a range of different relationships with their respective practitioners. Design/m... Read More about Marketing as an applied science: Lessons from other business disciplines.

Adopters and non-adopters of internet banking: A segmentation study (2012)
Journal Article

Purpose: This study examines internet banking adoption and resistance behaviour in Greece in order to develop profiles of adopters and non-adopters of the service. The aim is to illustrate customers' resistance behaviour towards internet banking. The... Read More about Adopters and non-adopters of internet banking: A segmentation study.

Scholarship that matters: Academic-practitioner engagement in business and management (2011)
Journal Article

Our research explores academic-practitioner engagement by undertaking interviews with academics, practitioners, and other experts with relevant engagement experience. The findings highlight the problem of thinking narrowly about the different ways in... Read More about Scholarship that matters: Academic-practitioner engagement in business and management.

Co-production and the role of self service technology in resource integration (2010)
Presentation / Conference Contribution

Developing a resource integration model for self-service technology (2010)
Presentation / Conference Contribution

Strategic thinking in family businesses (2010)
Journal Article

Abstract: This practitioner orientated paper seeks to understand better how management knowledge is created, shared and disseminated in family businesses (FBs). It outlines the initial findings from an exploratory study with senior managers of 20 FBs... Read More about Strategic thinking in family businesses.

Book review- managing market relationships (2010)
Journal Article

Innovation and the children of the revolution: Facebook and value co-creation (2010)
Journal Article

The effectiveness of knowledge networks: An investigation of manufacturing SMEs (2009)
Journal Article

Purpose: Although considerable attention in the extant literature has been devoted to knowledge acquisition and transfer within firms, there is a dearth of research on the effectiveness of outside sources of knowledge for technology-based small to me... Read More about The effectiveness of knowledge networks: An investigation of manufacturing SMEs.

Improving academic/practitioner engagement in marketing: what can we learn from other management disciplines? (2009)
Presentation / Conference Contribution

Strategic thinking in family businesses (2009)
Presentation / Conference Contribution

Abstract: This practitioner orientated paper seeks to understand better how management knowledge is created, shared and disseminated in family businesses (FBs). It outlines the initial findings from an exploratory study with senior managers of 20 FBs... Read More about Strategic thinking in family businesses.

Let's talk: Getting business and academia to collaborate (2009)
Journal Article

Purpose: Many academics have raised concerns about the growing divide between academia and practice. While more collaborative research has been called for there is a lack of research into the actual practice of academic/practitioner engagement. This... Read More about Let's talk: Getting business and academia to collaborate.

Co-production and co-creation using self-service technology: the application of service dominant logic (2008)
Presentation / Conference Contribution

Research on how customers engage in the co-creation processes envisaged by the Servicedominant logic paradigm is currently limited and even less work has been published on frameworks for organizations to manage the co-creation process. This conceptua... Read More about Co-production and co-creation using self-service technology: the application of service dominant logic.

The credibility issue: closing the academic/practitioner gap (2008)
Journal Article

The literature is highly critical of the business–academia relationship and there is a lack of congruence between strategic management research conducted by academics and that used by practitioners. There is also a lack of models of collaborative res... Read More about The credibility issue: closing the academic/practitioner gap.

Academic/practitioner engagement in management: knowledge transfer and knowledge exchange (2008)
Presentation / Conference Contribution

Knowledge exchange and the opportunities for Marketing Intelligence & Planning (2008)
Journal Article

Purpose The purpose of this paper is to put forward some ideas on how Marketing Intelligence & Planning (MIP) might further pursue its crossover mission in the future. Design/methodology/approach The paper is a viewpoint contribution based on the aut... Read More about Knowledge exchange and the opportunities for Marketing Intelligence & Planning.

Why "soft science" is the key to regaining leadership in marketing knowledge (2008)
Journal Article

Purpose - The purpose of this paper is to highlight what the authors regard as serious problems with the continuing dominance of a "hard science" view of what constitutes "top quality" research, and to present evidence that a "softer" approach will y... Read More about Why "soft science" is the key to regaining leadership in marketing knowledge.

Achieving effective academic/practitioner knowledge exchange in marketing (2008)
Journal Article

Marketing management research and teaching has been criticised for some time as being divorced from practice. However, there has been little research into the nature of knowledge exchange between academics and practitioners in the marketing field. In... Read More about Achieving effective academic/practitioner knowledge exchange in marketing.

Regaining a seat at the table: Marketing management and the e-service opportunity (2007)
Journal Article

Purpose - The study outlined in this paper seeks to deepen one's understanding of the theoretical and practical implications for marketing management where an internet component has been added to the business. Design/methodology/approach - Cases were... Read More about Regaining a seat at the table: Marketing management and the e-service opportunity.

How to bridge the gap: Improving academic/practitioner knowledge exchange (2007)
Presentation / Conference Contribution

Degrees of separation: Technological interactivity and account management (2007)
Journal Article

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.

Does the marketing curriculum reflect the importance of services marketing to practitioners? (2007)
Journal Article

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?.

Harvard Business Review says our elite research is irrelevant: Why 'soft science' is the key to regaining leadership in marketing knowledge (2006)
Presentation / Conference Contribution

Why soft science is the key to regaining leadership in marketing knowledge (2006)
Presentation / Conference Contribution

Routes to better knowledge transfer in marketing management (2006)
Presentation / Conference Contribution

New channels/old channels: Customer management and multi-channels (2006)
Journal Article

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.

Services marketing curriculum development: mainstream or specialist study (2005)
Presentation / Conference Contribution

Key account management in financial services (2005)
Book

The teaching of services marketing (2004)
Presentation / Conference Contribution

Managing customers in financial services: The role of the marketing function in e-commerce (2004)
Presentation / Conference Contribution

New technology and the changing role of marketing (2004)
Journal Article

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

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 challenges in E-banking: Standalone or integrated? (2003)
Journal Article

CRM masterclasses: lessons from the frontline (2003)
Presentation / Conference Contribution

Marketing principles in the application of e-commerce (2002)
Journal Article

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.

Implementing CRM and e-commerce: does the marketing concept provide a missing link? (2002)
Presentation / Conference Contribution

The implications of e-commerce (2002)
Book Chapter

The implications of e-commerce for strategy (2002)
Journal Article

A qualitative study of the implications of e-commerce for financial services organisations' strategies (2001)
Presentation / Conference Contribution

E-commerce: is it an agent for organisational change? (2001)
Presentation / Conference Contribution

Market orientation and the response of UK financial services companies to changes in market conditions as a result of e-commerce (2001)
Journal Article

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.

Applying market orientation concepts to a qualitative study of the impact of e-commerce in UK financial services (2001)
Presentation / Conference Contribution

Executive Forum: The disappearing saver - some ways forward in this difficult market (1994)
Journal Article

It would be foolhardy for the building society industry to ignore the changing needs of the saver. © 1994 MCB University Press Limited.

Case 21 Preston and Lancaster Building Society (1993)
Book Chapter

The customer database: Cross-selling retail financial services (1992)
Journal Article

Quantifying the Campaign Performance: A Case Study (1990)
Journal Article

Getting the most out of your agency
Presentation / Conference Contribution

Presentation and discussion of research to practitioners from Bristol Media and Business West.

Client—agency relationships: Winning client commitment
Presentation / Conference Contribution

Presentation and workshop with Bristol Media practitioners

Is the traditional agency model dead?
Presentation / Conference Contribution

Presentation of research to Direct Marketing Association members.

Client—agency relationships: Digital transformation. New models, new and old problems
Presentation / Conference Contribution

Presentation of research findings to practitioners and discussion of implications.

Clients and agencies: Getting the most out of the relationship
Presentation / Conference Contribution

Presentation of research to the Professional Marketers Association members.

Client/agency relationships: Value creation or value destruction
Presentation / Conference Contribution

Presentation at Bristol Media's annual conference

Achieving research impact
Report

The research on which this report is based is made up of semi-structured interviews with individuals involved in the research process, who are in a position to reflect upon some of the practical issues around achieving impact. The report contains mor... Read More about Achieving research impact.

Agencies and clients – a very special relationship 2
Presentation / Conference Contribution

Presentation of research findings to client practitioners and workshop on implications.

Agencies and clients – a very special relationship 3
Presentation / Conference Contribution

Presentation and workshop with agency and client practitioners. The last in a series.