People_

Professor Emerita Penelope Frow

PhD Cranfield MBA Cranfield, BSc (Hons) Bristol ; FCIM FRSA

Honorary Professor

Phone

+61 2 9351 6523

Fax

+61 2 9351 6732

Email

pennie.frow@sydney.edu.au

Websites

LinkedIn profile

Biographical details

After completing MBA and PhD degrees at Cranfield University, UK, Pennie taught on many Master's and Executive short courses at Cranfield. Her research has focused on studying aspects of managing customer relationships. She has worked extensively with service and professional service firms, especially investigating issues related to strategic development of customer relationships. She has published in academic and practitioner journals including theJournal of Marketing, Journal of the Academy of Marketing Science, European Journal of Marketing, Journal of Business Research, Industrial Marketing Managementand theJournal of Marketing Management, as well as writing a number of teaching case studies. She is the Lead Chief Investigator of an ARC funded health care research project, investigating co-creation practices in a new hospital context.

Research interests

My research program is in the field of Marketing Management and Strategy. This work is focused on several closely related research areas within this field, including: co-creation, services marketing, relationship marketing, internal marketing, customer relationship management, customer value and value proposition development. I have a special interest in researching the services sector and especially healthcare. Currently I am leading a team of researchers investigating value co-creation within a complex health system. This work includes four longitudinal studies, looking at different aspects of patient and staff behaviours and their impact on healthcare performance outcomes. Another major project involves investigating the impact of customer value propositions, exploring both firm and customer outcomes.

Teaching and supervision

FMBA5007 Innovation in Strategic Marketing
MKTG6020 Business Marketing
MKTG6207 Internal Marketing
SMBA6006 Innovation in Strategic Marketing

Selected publications

Strategic Customer Management: Integrating relationship marketing and CRM

(Cambridge University Press, 2013)

Marketing Plans for Services: A Complete Guide (3rd Edition)

(Wiley, 2011)

Publications

By Type

Expand all

Books

Payne, A., Frow, P. (2013). Strategic Customer Management: Integrating relationship marketing and CRM. Cambridge: Cambridge University Press.
McDonald, M., Frow, P., Payne, A. (2011). Marketing Plans for Services: A Complete Guide (3rd Edition). Australia: Wiley.

Book Chapters

Frow, P., Payne, A. (2019). Value Cocreation: An Ecosystem Perspective. In Stephen L. Vargo, Robert F. Lusch (Eds.), The SAGE Handbook of Service-Dominant Logic, (pp. 80-96). London: Sage Publications Ltd. [More Information]
Frow, P., Payne, A., Wilkinson, I., Young, L. (2016). CRM and customer management: Identifying and confronting dark side behaviours. In Bang Nguyen, Lyndon Simkin and Ana Isabel Canhoto (Eds.), The Dark Side of CRM: Customers, Relationships and Management, (pp. 21-38). Oxon: Routledge. [More Information]
Payne, A., Frow, P. (2016). Customer Relationship Management: Strategy and Implementation. The Marketing Book (7th Edition), (pp. 439-466). Abingdon, Oxon, UK: Routledge (Taylor and Francis). [More Information]
Frow, P., Payne, A. (2015). The Nordic School of Services: A Review. In Gummerus, Johanna; Koskull von, Catharina (Eds.), The Nordic School: Services Marketing and Management for the Future, (pp. 143-156). Helsinki, Finland: CERS, Hanken School of Economics.
Storbacka, K., Frow, P., Nenonen, S., Payne, A. (2012). Designing Business Models for Value Co-Creation. In Stephen L Vargo and Robert F Lusch (Eds.), Review of Marketing Research Volume 9: Special Issue- Toward a Better Understanding of the Role of Value in Markets and Marketing, (pp. 51-78). Bingley, United Kingdom: Emerald Group Publishing. [More Information]
Payne, A., Frow, P. (2008). A Strategic Approach to Customer Relationship Management. In M Baker and S Hart (Eds.), The Marketing Book, (pp. 391-413). Oxford, UK Burlington, USA: Butterworth Heinemann.
Payne, A., Frow, P. (2006). An Overview of Customer Relationship Management: From Strategy to Implementation. In Kaushik Mukerjee (Eds.), CRM Implementation: A Strategic Approach, (pp. 23-33). Punjagutta, India: ICFAI University Press.

show 4 more

Journals

Sweeney, J., Frow, P., Payne, A., McColl-Kennedy, J. (2023). How does a hospital servicescape impact the well-being and satisfaction of both health care customers and professionals? Journal of Services Marketing, 37(9), 1120-1131. [More Information]
Polese, F., Payne, A., Frow, P., Sarno, D., Nenonen, S. (2021). Emergence and phase transitions in service ecosystems. Journal of Business Research, 127, 25-34. [More Information]
Sweeney, J., Payne, A., Frow, P., Liu, D. (2020). Customer Advocacy: A Distinctive Form of Word of Mouth. Journal of Service Research, 23(2), 139-155. [More Information]
Payne, A., Frow, P., Steinhoff, L., Eggert, A. (2020). Toward a comprehensive framework of value proposition development: From strategy to implementation. Industrial Marketing Management, 87, 244-255. [More Information]
Eggert, A., Frow, P., Payne, A., Steinhoff, L. (2020). Understanding and managing customer value propositions: Introduction to the special issue. Industrial Marketing Management, 87, 242-243. [More Information]
Nenonen, S., Storbacka, K., Sklyar, A., Frow, P., Payne, A. (2020). Value propositions as market-shaping devices: A qualitative comparative analysis. Industrial Marketing Management, 87, 276-290. [More Information]
Peters, L., Nenonen, S., Polese, F., Frow, P., Payne, A. (2020). Viability mechanisms in market systems: prerequisites for market shaping. Journal of Business and Industrial Marketing, 35(9), 1403-1412. [More Information]
Reisman, R., Payne, A., Frow, P. (2019). Pricing in consumer digital markets: A dynamic framework. Australasian Marketing Journal, 27(3), 139-148. [More Information]
Frow, P., McColl-Kennedy, J., Payne, A., Govind, R. (2019). Service ecosystem well-being: conceptualization and implications for theory and practice. European Journal of Marketing, 53(12), 2657-2691. [More Information]
Eggert, A., Ulaga, W., Frow, P., Payne, A. (2018). Conceptualizing and communicating value in business markets: From value in exchange to value in use. Industrial Marketing Management, 69, 80-90. [More Information]
Edvardsson, B., Frow, P., Jaakkola, E., Keiningham, T., Koskela-Huotari, K., Mele, C., Tombs, A. (2018). Examining how context dynamics foster service innovation. Journal of Service Management, 29(5), 932-955. [More Information]
Yu, S., Briley, D., Frow, P. (2017). Political Ideology and Review Evaluation (Working Paper). Advances in Consumer Research, 45, 1070-1070.
Payne, A., Frow, P. (2017). Relationship Marketing: Looking Backwards Towards the Future. Journal of Services Marketing, 31(1), 11-15. [More Information]
Payne, A., Frow, P., Eggert, A. (2017). The customer value proposition: evolution, development, and application in marketing. Journal of the Academy of Marketing Science, 45(4), 467-489. [More Information]
Frow, P., McColl-Kennedy, J., Payne, A. (2016). Co-creation practices: Their role in shaping a health care ecosystem. Industrial Marketing Management, 56(July), 24-39. [More Information]
Frow, P., Nenonen, S., Payne, A., Storbacka, K. (2015). Managing Co-creation Design: A Strategic Approach to Innovation. British Journal of Management, 26(3), 463-483. [More Information]
Payne, A., Frow, P. (2014). Deconstructing the value proposition of an innovation exemplar. European Journal of Marketing, 48(1-2), 237-270. [More Information]
Payne, A., Frow, P. (2014). Developing Superior Value Propositions: A Strategic Marketing Imperative. Journal of Service Management, 25(2), 213-227. [More Information]
Frow, P., Ngo, L., Payne, A. (2014). Diagnosing the Supplementary Services Model: Empirical Validation, Advancement and Implementation. Journal of Marketing Management, 30(1-2), 138-171. [More Information]
Frow, P., McColl-Kennedy, J., Hilton, T., Davidson, A., Payne, A., Brozovic, D. (2014). Value propositions: A service ecosystems perspective. Marketing Theory, 14(3), 327-351. [More Information]
Kleinaltenkamp, M., Brodie, R., Frow, P., Hughes, T., Peters, L., Woratschek, H. (2012). Resource Integration. Marketing Theory, 12(2), 201-205. [More Information]
Frow, P., Payne, A. (2011). A Stakeholder Perspective of the Value Proposition Concept. European Journal of Marketing, 45(1/2), 223-240. [More Information]
Frow, P., Payne, A., Wilkinson, I., Young, L. (2011). Customer Management and CRM: Addressing the Dark Side. Journal of Services Marketing, 25(2), 79-89. [More Information]
Ballantyne, D., Frow, P., Varey, R., Payne, A. (2011). Value Propositions as Communication Practice: Taking a Wider View. Industrial Marketing Management, 40(2), 202-210. [More Information]
Payne, A., Storbacka, K., Frow, P., Knox, S. (2009). Co-creating brands: Diagnosing and designing the relationship experience. Journal of Business Research, 62(3), 379-389. [More Information]
Frow, P., Payne, A. (2009). Customer Relationship Management: A Strategic Perspective. Journal of Business Market Management, 3(1), 7-27. [More Information]
Payne, A., Storbacka, K., Frow, P. (2008). Managing the Co-Creation of Value. Journal of the Academy of Marketing Science, 36(1), 83-96. [More Information]
Frow, P. (2007). The meaning of commitment in professional service relationships: a study of the meaning of commitment used by lawyers and their clients. Journal of Marketing Management, 23(3-4), 243-265. [More Information]
Frow, P., Payne, A. (2007). Towards the 'perfect' customer experience. Journal of Brand Management, 15(2), 89-101.
Payne, A., Frow, P. (2006). Customer Relationship Management: from Strategy to Implementation. Journal of Marketing Management, 22(1-2), 135-168.
Payne, A., Frow, P. (2005). A Strategic Framework for Customer Relationship Management. Journal of Marketing, 69(4), 167-176. [More Information]
Payne, A., Frow, P. (2004). The Role of Multi-Channel Integration in Customer Relationship Management. Industrial Marketing Management, 33(6), 527-538. [More Information]

show 29 more

Conferences

Frow, P., Reisman, R., Payne, A. (2015). Co-pricing: Co-creating customer value through dynamic value propositions. Naples Forum on Service 2015, Naples, Italy: Naples Forum on Service.
Yu, S., Briley, D., Frow, P. (2015). Polarisation Effects in Primary Versus Secondary Sharing. Annual Conference of the Association for Consumer Research ACR 2015, New Orleans, United States: Association for Consumer Research. [More Information]
Frow, P., Payne, A. (2015). The evolution of the ecosystem: the role of actor-connectors in adapting the ecosystem. Naples Forum on Service 2015, Naples, Italy: Naples Forum on Service.
Frow, P., Payne, A. (2013). Co-Creation: A case study of a broad-based business model approach. Academy of Marketing Conference AM2013 - Marketing Relevance, Cardiff, United Kingdom: Academy of Marketing.
Payne, A., Frow, P., Storbacka, K. (2012). Evolving the Concept of Co-creation: New Research Propositions. Academy of Marketing Conference 2012, Southampton, United Kingdom: Academy of Marketing.
Frow, P., Payne, A. (2011). Deconstructing the Value Proposition of a Service Innovation Exemplar. Academy of Marketing Conference 2011, United Kingdom: Academy of Marketing.
Frow, P., Payne, A., Storbacka, K. (2010). A Conceptual Model for Value Co-Creation: Designing Collaboration within a Service System. 39th European Marketing Academy EMAC Conference 2010, Copenhagen, Denmark: European Marketing Academy (EMAC).
Frow, P., Payne, A., Storbacka, K. (2010). Identifying co-creation and value collaboration opportunities. Academy of Marketing Conference 2010, Coventry: Academy of Marketing.
Frow, P., Payne, A. (2010). Value propositions: A service profit chain perspective. Academy of Marketing Conference 2010, Coventry: Academy of Marketing.
Frow, P., Payne, A. (2009). The Value Proposition: Towards a Conceptual Model. Academy of Marketing Annual Conference 2009, United Kingdom: Academy of Marketing.
Wilkinson, I., Frow, P., Payne, A., Young, L. (2008). Customer Husbandry: The Rearing, Growing and Fleecing of Customers. 11th Australia and New Zealand Marketing Academy Conference ANZMAC 2008, Australia: Australian and New Zealand Marketing Academy (ANZMAC).
Payne, A., Frow, P. (2008). Focused Value Creation in CRM: The Role of Value Propositions. The European Institute for Advanced Studies in Management 5th Research Conference on Relationship Marketing and CRM, Belgium: The European Institute for Advanced Studies in Management.
Frow, P., Payne, A. (2008). The Value Proposition Concept: Evolution, Development and Application in Marketing. Academy of Marketing Annual Conference 2008, UK: Academy of Marketing.
Payne, A., Storbacka, K., Frow, P. (2007). Co-Creation of Value: Diagnosing the Brand Relationship Experience. Thought Leaders International Conference on Brand Management 2007, United Kingdom: Academy of Marketing.
Frow, P., Payne, A., Luong, A. (2007). CRM: A Structured Review of Key Implementation Factors. 2007 Relationship Marketing Summit, Argentina: Universidad Torcuato Di Tella.
Payne, A., Frow, P., Storbacka, K. (2007). Relationships and Service-Dominant Logic: Leveraging Co-Creation Opportunities. 4th Research Conference on Relationship Marketing and CRM 2007, Belgium: The European Institute for Advanced Studies in Management.
Payne, A., Frow, P., Storbacka, K. (2006). Service-Dominant Logic: A Framework for Managing Co-Creation of Value. Australian and New Zealand Marketing Academy Conference ANZMAC 2006, Melbourne, Australia: Australian and New Zealand Marketing Academy (ANZMAC).
Payne, A., Frow, P., Storbacka, K. (2006). Towards an Integrated Approach to Co-Creation: Insights from Service-Dominant Logic. 3rd Research Conference Workshop on Relationship Marketing 2006, Belgium: The European Institute for Advanced Studies in Management.
Payne, A., Frow, P. (2005). CRM Strategy Formulation and Implementation. 2nd Workshop on Relationship Marketing 2005, Belgium: The European Institute for Advanced Studies in Management.
Payne, A., Frow, P. (2005). Customer Relationship Management: From Strategy to Implementation. Australian and New Zealand Marketing Academy Conference ANZMAC 2005, Australia: Australian and New Zealand Marketing Academy (ANZMAC).
Payne, A., Frow, P. (2004). Developing a Strategic Approach to Customer Relationship Management. Australian and New Zealand Marketing Academy Conference ANZMAC 2004, New Zealand: Australian and New Zealand Marketing Academy (ANZMAC).

show 18 more

By Year

Expand all

2023

Sweeney, J., Frow, P., Payne, A., McColl-Kennedy, J. (2023). How does a hospital servicescape impact the well-being and satisfaction of both health care customers and professionals? Journal of Services Marketing, 37(9), 1120-1131. [More Information]

2021

Polese, F., Payne, A., Frow, P., Sarno, D., Nenonen, S. (2021). Emergence and phase transitions in service ecosystems. Journal of Business Research, 127, 25-34. [More Information]

2020

Sweeney, J., Payne, A., Frow, P., Liu, D. (2020). Customer Advocacy: A Distinctive Form of Word of Mouth. Journal of Service Research, 23(2), 139-155. [More Information]
Payne, A., Frow, P., Steinhoff, L., Eggert, A. (2020). Toward a comprehensive framework of value proposition development: From strategy to implementation. Industrial Marketing Management, 87, 244-255. [More Information]
Eggert, A., Frow, P., Payne, A., Steinhoff, L. (2020). Understanding and managing customer value propositions: Introduction to the special issue. Industrial Marketing Management, 87, 242-243. [More Information]
Nenonen, S., Storbacka, K., Sklyar, A., Frow, P., Payne, A. (2020). Value propositions as market-shaping devices: A qualitative comparative analysis. Industrial Marketing Management, 87, 276-290. [More Information]
Peters, L., Nenonen, S., Polese, F., Frow, P., Payne, A. (2020). Viability mechanisms in market systems: prerequisites for market shaping. Journal of Business and Industrial Marketing, 35(9), 1403-1412. [More Information]

show 2 more

2019

Reisman, R., Payne, A., Frow, P. (2019). Pricing in consumer digital markets: A dynamic framework. Australasian Marketing Journal, 27(3), 139-148. [More Information]
Frow, P., McColl-Kennedy, J., Payne, A., Govind, R. (2019). Service ecosystem well-being: conceptualization and implications for theory and practice. European Journal of Marketing, 53(12), 2657-2691. [More Information]
Frow, P., Payne, A. (2019). Value Cocreation: An Ecosystem Perspective. In Stephen L. Vargo, Robert F. Lusch (Eds.), The SAGE Handbook of Service-Dominant Logic, (pp. 80-96). London: Sage Publications Ltd. [More Information]

2018

Eggert, A., Ulaga, W., Frow, P., Payne, A. (2018). Conceptualizing and communicating value in business markets: From value in exchange to value in use. Industrial Marketing Management, 69, 80-90. [More Information]
Edvardsson, B., Frow, P., Jaakkola, E., Keiningham, T., Koskela-Huotari, K., Mele, C., Tombs, A. (2018). Examining how context dynamics foster service innovation. Journal of Service Management, 29(5), 932-955. [More Information]

2017

Yu, S., Briley, D., Frow, P. (2017). Political Ideology and Review Evaluation (Working Paper). Advances in Consumer Research, 45, 1070-1070.
Payne, A., Frow, P. (2017). Relationship Marketing: Looking Backwards Towards the Future. Journal of Services Marketing, 31(1), 11-15. [More Information]
Payne, A., Frow, P., Eggert, A. (2017). The customer value proposition: evolution, development, and application in marketing. Journal of the Academy of Marketing Science, 45(4), 467-489. [More Information]

2016

Frow, P., McColl-Kennedy, J., Payne, A. (2016). Co-creation practices: Their role in shaping a health care ecosystem. Industrial Marketing Management, 56(July), 24-39. [More Information]
Frow, P., Payne, A., Wilkinson, I., Young, L. (2016). CRM and customer management: Identifying and confronting dark side behaviours. In Bang Nguyen, Lyndon Simkin and Ana Isabel Canhoto (Eds.), The Dark Side of CRM: Customers, Relationships and Management, (pp. 21-38). Oxon: Routledge. [More Information]
Payne, A., Frow, P. (2016). Customer Relationship Management: Strategy and Implementation. The Marketing Book (7th Edition), (pp. 439-466). Abingdon, Oxon, UK: Routledge (Taylor and Francis). [More Information]

2015

Frow, P., Reisman, R., Payne, A. (2015). Co-pricing: Co-creating customer value through dynamic value propositions. Naples Forum on Service 2015, Naples, Italy: Naples Forum on Service.
Frow, P., Nenonen, S., Payne, A., Storbacka, K. (2015). Managing Co-creation Design: A Strategic Approach to Innovation. British Journal of Management, 26(3), 463-483. [More Information]
Yu, S., Briley, D., Frow, P. (2015). Polarisation Effects in Primary Versus Secondary Sharing. Annual Conference of the Association for Consumer Research ACR 2015, New Orleans, United States: Association for Consumer Research. [More Information]
Frow, P., Payne, A. (2015). The evolution of the ecosystem: the role of actor-connectors in adapting the ecosystem. Naples Forum on Service 2015, Naples, Italy: Naples Forum on Service.
Frow, P., Payne, A. (2015). The Nordic School of Services: A Review. In Gummerus, Johanna; Koskull von, Catharina (Eds.), The Nordic School: Services Marketing and Management for the Future, (pp. 143-156). Helsinki, Finland: CERS, Hanken School of Economics.

show 2 more

2014

Payne, A., Frow, P. (2014). Deconstructing the value proposition of an innovation exemplar. European Journal of Marketing, 48(1-2), 237-270. [More Information]
Payne, A., Frow, P. (2014). Developing Superior Value Propositions: A Strategic Marketing Imperative. Journal of Service Management, 25(2), 213-227. [More Information]
Frow, P., Ngo, L., Payne, A. (2014). Diagnosing the Supplementary Services Model: Empirical Validation, Advancement and Implementation. Journal of Marketing Management, 30(1-2), 138-171. [More Information]
Frow, P., McColl-Kennedy, J., Hilton, T., Davidson, A., Payne, A., Brozovic, D. (2014). Value propositions: A service ecosystems perspective. Marketing Theory, 14(3), 327-351. [More Information]

show 1 more

2013

Frow, P., Payne, A. (2013). Co-Creation: A case study of a broad-based business model approach. Academy of Marketing Conference AM2013 - Marketing Relevance, Cardiff, United Kingdom: Academy of Marketing.
Payne, A., Frow, P. (2013). Strategic Customer Management: Integrating relationship marketing and CRM. Cambridge: Cambridge University Press.

2012

Storbacka, K., Frow, P., Nenonen, S., Payne, A. (2012). Designing Business Models for Value Co-Creation. In Stephen L Vargo and Robert F Lusch (Eds.), Review of Marketing Research Volume 9: Special Issue- Toward a Better Understanding of the Role of Value in Markets and Marketing, (pp. 51-78). Bingley, United Kingdom: Emerald Group Publishing. [More Information]
Payne, A., Frow, P., Storbacka, K. (2012). Evolving the Concept of Co-creation: New Research Propositions. Academy of Marketing Conference 2012, Southampton, United Kingdom: Academy of Marketing.
Kleinaltenkamp, M., Brodie, R., Frow, P., Hughes, T., Peters, L., Woratschek, H. (2012). Resource Integration. Marketing Theory, 12(2), 201-205. [More Information]

2011

Frow, P., Payne, A. (2011). A Stakeholder Perspective of the Value Proposition Concept. European Journal of Marketing, 45(1/2), 223-240. [More Information]
Frow, P., Payne, A., Wilkinson, I., Young, L. (2011). Customer Management and CRM: Addressing the Dark Side. Journal of Services Marketing, 25(2), 79-89. [More Information]
Frow, P., Payne, A. (2011). Deconstructing the Value Proposition of a Service Innovation Exemplar. Academy of Marketing Conference 2011, United Kingdom: Academy of Marketing.
McDonald, M., Frow, P., Payne, A. (2011). Marketing Plans for Services: A Complete Guide (3rd Edition). Australia: Wiley.
Ballantyne, D., Frow, P., Varey, R., Payne, A. (2011). Value Propositions as Communication Practice: Taking a Wider View. Industrial Marketing Management, 40(2), 202-210. [More Information]

show 2 more

2010

Frow, P., Payne, A., Storbacka, K. (2010). A Conceptual Model for Value Co-Creation: Designing Collaboration within a Service System. 39th European Marketing Academy EMAC Conference 2010, Copenhagen, Denmark: European Marketing Academy (EMAC).
Frow, P., Payne, A., Storbacka, K. (2010). Identifying co-creation and value collaboration opportunities. Academy of Marketing Conference 2010, Coventry: Academy of Marketing.
Frow, P., Payne, A. (2010). Value propositions: A service profit chain perspective. Academy of Marketing Conference 2010, Coventry: Academy of Marketing.

2009

Payne, A., Storbacka, K., Frow, P., Knox, S. (2009). Co-creating brands: Diagnosing and designing the relationship experience. Journal of Business Research, 62(3), 379-389. [More Information]
Frow, P., Payne, A. (2009). Customer Relationship Management: A Strategic Perspective. Journal of Business Market Management, 3(1), 7-27. [More Information]
Frow, P., Payne, A. (2009). The Value Proposition: Towards a Conceptual Model. Academy of Marketing Annual Conference 2009, United Kingdom: Academy of Marketing.

2008

Payne, A., Frow, P. (2008). A Strategic Approach to Customer Relationship Management. In M Baker and S Hart (Eds.), The Marketing Book, (pp. 391-413). Oxford, UK Burlington, USA: Butterworth Heinemann.
Wilkinson, I., Frow, P., Payne, A., Young, L. (2008). Customer Husbandry: The Rearing, Growing and Fleecing of Customers. 11th Australia and New Zealand Marketing Academy Conference ANZMAC 2008, Australia: Australian and New Zealand Marketing Academy (ANZMAC).
Payne, A., Frow, P. (2008). Focused Value Creation in CRM: The Role of Value Propositions. The European Institute for Advanced Studies in Management 5th Research Conference on Relationship Marketing and CRM, Belgium: The European Institute for Advanced Studies in Management.
Payne, A., Storbacka, K., Frow, P. (2008). Managing the Co-Creation of Value. Journal of the Academy of Marketing Science, 36(1), 83-96. [More Information]
Frow, P., Payne, A. (2008). The Value Proposition Concept: Evolution, Development and Application in Marketing. Academy of Marketing Annual Conference 2008, UK: Academy of Marketing.

show 2 more

2007

Payne, A., Storbacka, K., Frow, P. (2007). Co-Creation of Value: Diagnosing the Brand Relationship Experience. Thought Leaders International Conference on Brand Management 2007, United Kingdom: Academy of Marketing.
Frow, P., Payne, A., Luong, A. (2007). CRM: A Structured Review of Key Implementation Factors. 2007 Relationship Marketing Summit, Argentina: Universidad Torcuato Di Tella.
Payne, A., Frow, P., Storbacka, K. (2007). Relationships and Service-Dominant Logic: Leveraging Co-Creation Opportunities. 4th Research Conference on Relationship Marketing and CRM 2007, Belgium: The European Institute for Advanced Studies in Management.
Frow, P. (2007). The meaning of commitment in professional service relationships: a study of the meaning of commitment used by lawyers and their clients. Journal of Marketing Management, 23(3-4), 243-265. [More Information]
Frow, P., Payne, A. (2007). Towards the 'perfect' customer experience. Journal of Brand Management, 15(2), 89-101.

show 2 more

2006

Payne, A., Frow, P. (2006). An Overview of Customer Relationship Management: From Strategy to Implementation. In Kaushik Mukerjee (Eds.), CRM Implementation: A Strategic Approach, (pp. 23-33). Punjagutta, India: ICFAI University Press.
Payne, A., Frow, P. (2006). Customer Relationship Management: from Strategy to Implementation. Journal of Marketing Management, 22(1-2), 135-168.
Payne, A., Frow, P., Storbacka, K. (2006). Service-Dominant Logic: A Framework for Managing Co-Creation of Value. Australian and New Zealand Marketing Academy Conference ANZMAC 2006, Melbourne, Australia: Australian and New Zealand Marketing Academy (ANZMAC).
Payne, A., Frow, P., Storbacka, K. (2006). Towards an Integrated Approach to Co-Creation: Insights from Service-Dominant Logic. 3rd Research Conference Workshop on Relationship Marketing 2006, Belgium: The European Institute for Advanced Studies in Management.

show 1 more

2005

Payne, A., Frow, P. (2005). A Strategic Framework for Customer Relationship Management. Journal of Marketing, 69(4), 167-176. [More Information]
Payne, A., Frow, P. (2005). CRM Strategy Formulation and Implementation. 2nd Workshop on Relationship Marketing 2005, Belgium: The European Institute for Advanced Studies in Management.
Payne, A., Frow, P. (2005). Customer Relationship Management: From Strategy to Implementation. Australian and New Zealand Marketing Academy Conference ANZMAC 2005, Australia: Australian and New Zealand Marketing Academy (ANZMAC).

2004

Payne, A., Frow, P. (2004). Developing a Strategic Approach to Customer Relationship Management. Australian and New Zealand Marketing Academy Conference ANZMAC 2004, New Zealand: Australian and New Zealand Marketing Academy (ANZMAC).
Payne, A., Frow, P. (2004). The Role of Multi-Channel Integration in Customer Relationship Management. Industrial Marketing Management, 33(6), 527-538. [More Information]

Selected Grants

2016

Examining the effectiveness of co-creation practices on health outcomes, Frow P, McColl-Kennedy J, Payne A, Govind R, Martin K, Panter D, Lambert P, Australian Research Council (ARC)/Linkage Projects (LP)

The University of Sydney Business School

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Professor Emerita Penelope Frow

Selected publications

Publications

By Type

By Year

Selected Grants

2016