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Number of items: 108.

Wilson, Alan (2014) Adopting a strategic approach to customer experience management. In: AMA SERVSIG 2014 International Research Conference, 2014-06-13 - 2014-06-15, Thessaloniki.

Katsaridou, Iliana and Wilson, Alan (2014) Customers' behavioural contribution to the service encounter. In: AMA SERVSIG 2014 International Research Conference, 2014-06-13 - 2014-06-15, Thessaloniki.

Osei-Frimpong, Kofi and Wilson, Alan (2014) Patient experience and co-creation of value in healthcare service delivery. In: AMA SERVSIG 2014 International Research Conference, 2014-06-13 - 2014-06-15, Thessaloniki.

Wilson, Alan (2013) Escalating customer experience to the strategic level. In: Customer Experience Leadership form, 2013-09-25, Windsor. (Unpublished)

Wilson, Alan and Osei-Frimpong, Kofi (2013) Conceptualizing value co-creation in health care delivery : the focal dyad perspective. In: Service Management and Science Forum, 2013-08-04 - 2013-08-06, Las Vegas. (Unpublished)

Frimpon, Michael and Frimpong, Kwabena and Wilson, Alan (2013) Enhancing service delivery via ERP : a developing economy perspective. In: Service Management and Science Forum, 2013-08-04 - 2013-08-06, Las Vegas. (Unpublished)

Gong, Taeshik and Choi, Jin Nam and Wilson, Alan (2013) Value co-creation characteristics and creativity-oriented customer citizenship behavior. In: 2013 Frontiers in Service Conference, 2013-07-04 - 2013-07-07, Taipei.

Wilson, Alan (2013) Engaging patients and their families to improve services. In: Patient Safety Congress 2013, 2013-05-21 - 2013-05-22, Birmingham. (Unpublished)

Wilson, Alan (2013) Meta-luxury : brands and the culture of excellence by Manfredi Ricca. [Review]

Frimpong, Kwabena and Wilson, Alan (2013) Relative importance of satisfaction dimensions on service performance - a developing country context. Journal of Service Management, 24 (4). ISSN 1757-5818

Cambra-Fierro, Jesus and Wilson, Alan (2013) When do firms implement CSR? a study of the Spanish construction and real estate sector. Journal of Management and Organization. ISSN 1833-3672 (In Press)

Wilson, Alan and Murphy, Hilary and Cambra-Fierro, J.J. (2012) Hospitality and travel : the nature and implications of user-generated content. Cornell Hospitality Quarterly, 53 (3). pp. 220-228. ISSN 1938-9655

Wilson, Alan and Evanschitzky, Heiner and Brodbeck, Heinz (2012) Living the brand in socio-ecological banks. In: AMA SERVSIG International Research Conference 2012, 2012-06-07, Helsinki. (Unpublished)

Wilson, Alan and Frimpong, Kwabena (2012) Measuring service orientation of service delivery employees. In: 12th International Research Conference in Service Management, 2012-05-07, La Londe. (Unpublished)

Wilson, Alan and Ney, Jillian (2012) Online hotel reviews : the determinants of credibility. In: AMA SERVSIG International Research Conference 2012, 2012-06-07, Helsinki. (Unpublished)

Wilson, Alan (2012) Global insights from the voice of the customer 2012. In: European Customer Experience World, 2012-05-22 - 2012-05-23, London.

Wilson, Alan and Zeithaml, V.A. and Bitner, M.J. and Gremler, D.D. (2012) Services Marketing : Integrating Customer Focus Across the Firm. McGraw Hill, UK. ISBN 9780077131715

Wilson, Alan (2012) Global insights from the voice of the customer - South Africa 2012. In: Customer Experience World, 2012-03-19 - 2012-03-22, Johannesburg.

Wilson, Alan (2012) The business of influence by Philip Sheldrake. [Review]

Wilson, Alan (2011) The changing nature of marketing research. In: Chartered Institute of Marketing Malaysia Seminar Series, 2011-11-15, Shah Alam Selangor. (Unpublished)

Wilson, Alan (2011) Marketing Research : An Integrated Approach. FT Prentice Hall, UK. ISBN 9780273718703

Wilson, Alan and Murphy, Hilary and Cambra-Fierro, Jesus (2011) Hospitality and travel brands : the nature and implications of user generated content. In: 12th International Research Symposium on Service Excellence in Management, 2011-06-02 - 2011-06-05, Ithaca, New York. (Unpublished)

Radomir, L. and Wilson, Alan and Scridon, A. (2011) Improving bank quality dimensions to increase customer satisfaction. Management and Marketing, IX (1). pp. 126-148. ISSN 1841-2416

Wilson, Alan and Ney, Jillian (2011) Social content search in tourism purchase decisions. [Proceedings Paper]

Wilson, Alan (2011) The Handbook of Online and Social Media Research. [Review]

Wilson, Alan (2011) How brands grow : what marketers don't know - Byron Shar[. [Review]

Punjaisri, K. and Wilson, A.M. (2011) Internal branding process : key mechanisms, outcomes and moderating factors. European Journal of Marketing, 45 (9/10). pp. 1521-1537. ISSN 0309-0566

Fierro, J. and Wilson, A.M. (2011) Qualitative data analysis software : Will it ever become mainstream? Evidence from Spain. International Journal of Market Research, 53 (1). ISSN 0025-3618

Caemmerer, Barbara and Wilson, Alan (2011) An exploration of the service orientation discrepancy phenomenon in the public sector. Services Industries Journal, 31 (3). pp. 355-370. ISSN 0264-2069

Wilson, Alan and Murphy, Hilary and Cambra-Fierro, Jesus (2010) Post-purchase sharing of service experiences : a multi-country study. In: AMA Servsig Conference, 2010-06-03, Porto. (Unpublished)

Wilson, Alan (2010) Heat and bio energy : marketing renewable heat. In: Scottish Renewables Annual Conference 2010, 2010-03-23 - 2010-03-24, Glasgow.

Caemmerer, B. and Wilson, A.M. (2010) Customer feedback mechanisms and organisational learning in service operations. International Journal of Operations and Production Management, 30 (3). pp. 288-311. ISSN 0144-3577

Wilson, Alan (2010) From prime time to my time : audience measurement in the digital age. [Review]

Wilson, Alan (2010) Grown up digital : how the net generation is changing the world. [Review]

Wilson, Alan (2010) Throwing sheep in the boardroom : how online social networking will transform your life, work and world. [Review]

Wilson, Alan and Ney, Jillian and Murphy, Hilary (2009) Sharing service experiences on-line. In: 18 th Annual Frontiers in Service Conference, 2009-10-29 - 2009-11-01, Honolulu, Hawaii. (Unpublished)

Wilson, A.M. and Jones, R. and Miller, K. and Pentecost, R. (2009) Marketing research: an integrated approach, 1st Australian edition. Pearson Australia, Australia. ISBN 9781442517042

Caemmerer, B. and Wilson, A.M. (2009) Contribution of user feedback mechanisms to organisational learning. In: 38th European Marketing Academy Conference (EMAC), 2009-05-26 - 2009-05-29, Audencia Nantes School of Management, Nantes, France.

Punjaisri, K. and Evanschitzky, H. and Wilson, A. (2009) Internal branding : an enabler of employees' brand-supporting behaviours. Journal of Service Management, 20 (2). pp. 209-226. ISSN 1757-5818

Punjaisri, K. and Wilson, A.M. and Evanschitzky, H. (2009) Internal branding to influence employees' brand promise delivery: a case study in Thailand. Journal of Service Management, 20 (5). pp. 561-579. ISSN 1757-5818

Wilson, A.M. (2009) Marketing research: critical perspectives on business and management. International Journal of Market Research, 51 (6). p. 843. ISSN 0025-3618

Punjaisr, Khanyapuss and Wilson, Alan and Evanschitzky, Heiner (2008) Exploring the influences of internal branding on employees' brand promise delivery: Implications for strenthening the customer-brand relationships. Journal of Relationship Marketing, 7 (4). pp. 407-424. ISSN 1533-2667

Wilson, A.M. and Lai, Tzu ching and Murphy, H. and Holzgreve, J. (2008) The implications of on-line, word of mouth and social networks on the marketing of hotels and travel related services. In: AMA 17th Annual Frontiers in Service Conference, 2008-10-02 - 2008-10-05, Washington D.C. USA.

Cambra-Fierro, J.J. and Pola-Redondo, Y. and Wilson, A.M. (2008) The influence of an organisation's corporate values on employees' personal buying behaviour. Journal of Business Ethics, 81 (1). pp. 157-167. ISSN 0167-4544

Punjaisri, K. and Wilson, A.M. (2008) Internal branding as a tool to ensure the employees' brand promise delivery. In: International Conference on Management and Marketing Sciences, 2008-05-23 - 2008-05-25, Athens.

Wilson, A.M. and Zeithaml, V. and Bitner, M. and Gremler, D. (2008) Services marketing: 1st European edition. McGraw Hill, Maidenhead. ISBN 9780077107956

Gotsi, M. and Andriopoulos, C. and Wilson, A.M. (2008) Corporate re-branding: is cultural alignment the weakest link? Management Decision, 46 (1). pp. 46-57. ISSN 0025-1747

Wilson, A.M. (2008) Esomar market research handbook. International Journal of Market Research, 50 (4). pp. 559-560. ISSN 0025-3618

Douglas, M. and Ennis, Sean and Wilson, A.M. (2008) Re-engineering assessment practices: a case study on the use of multiple-choice tests in a UK marketing class. In: Academy of Marketing Science Annual Conference, 1900-01-01, Vancouver.

Wilson, Alan (2008) Review of ESOMAR market research handbook 5th Edition. [Review]

Wilson, Alan (2007) Marketing research. In: The Marketing Book. Routledge, London, pp. 140-155. ISBN 9780750685665

Punjaisri, K. and Wilson, A.M. (2007) The role of internal branding in the delivery of employee brand promise. Journal of Brand Management, 15 (1). pp. 57-70. ISSN 01352-726

Gotsi, Diamandoula and Andriopoulos, Constantine and Wilson, Alan (2007) Cultural alignment in corporate rebranding : a case study. In: Association of Collegiate Marketing Educators Conference, 2007-03-01, San Diego.

Wilson, Alan (2007) Ethnography for Marketers: A Guide to Consumer Immersion. [Review]

Caemmerer, B. and Wilson, A.M. (2007) The development of an externally driven organisational service orientation in the public sector. In: European Marketing Association Conference, 2007-05-22 - 2007-05-25, Reykjavik.

Caemmerer, Barbara and Wilson, Alan (2007) An evaluation of customer feedback mechanisms in the public sector. In: British Academy of Management Conference, 2007-09-10 - 2007-09-13, Warwick.

Caemmerer, Barbara and Wilson, Alan (2007) An investigation into the service orientation discrepancy phenomenon in a public sector setting. In: Academy of Marketing Conference, 2007-07-03 - 2007-07-06, Surrey.

Punjaisri, K and Wilson, Alan (2007) The role of internal branding in the delivery of employee brand promise. In: 12th International Conference on Corporate and Marketing Communications, 2007-03-08, Edinburgh.

Wilson, Alan (2006) Response rate survey : survey shows further debate needed to boost respondent numbers. Research. p. 13.

Wilson, A.M. (2006) Marketing research: an integrated approach 2nd edition. FT Prentice Hall, United Kingdom. ISBN 027369474X

Wilson, Alan and Bonnyman, Carolyn (2006) Reputation measurement and tracking for the public sector. In: 2nd Annual International Colloquium on the Dynamics of Brand, Corporate Identity and Reputation in the Knowledge Economies, 2006-09-01, Manchester.

Grougiou, Vassiliki and Wilson, Alan (2005) The role of employee's age in senior customers' evaluation of the service encounter : a phenomenological study. [Proceedings Paper]

Wilson, Alan and Nair, L (2005) Outsourcing services to indian call centres : the challenges ahead. In: 14th Annual Frontiers in Services Conference, 2005-10-01, Tempe, Arizona.

Wilson, Alan and Nair, L (2005) Outsourcing services to indian call centres : an update. In: XVth International Conference of RESER, 2005-09-01, Granada.

Wilson, A.M. and Caemmerer, B. (2005) Managing customer satisfaction surveys and effective service management. In: UNSPECIFIED.

Frimpong, Kwabena and Wilson, Alan (2004) Employee service orientation : a broader conceptualisation and measurement. In: British Academy of Management Conference, 2004-09-01, St Andrews.

Grougiou, V. and Wilson, A.M. (2004) Call centres: the attitudes of the grey market. Journal of Customer Behaviour, 3 (2). pp. 147-164. ISSN 1475-3928

Frimpong, Kwabena and Wilson, Alan (2004) Satisfaction dimensions and their impact on service orientation. In: QUIS Conference, 2004-06-01, Karlstad.

Wilson, Alan (2004) The difficulties of branding a service. In: A Marca Programa Internacional de Alta Direccao, 2004-11-05 - 2004-11-06, Porto.

Frimpong, J. and Wilson, A.M. (2004) A reconceptualisation of the satisfaction-service performance thesis. Journal of Services Marketing, 18 (6). pp. 471-481. ISSN 0887-6045

Grougiou, V. and Wilson, A.M. (2003) Financial service call centres: problems encountered by the grey market. Journal of Financial Services Marketing, 7 (4). pp. 360-368. ISSN 1363-0539

Laskey, N. and Wilson, A.M. (2003) Internet based marketing research: a serious alternative to traditional research methods? Marketing Intelligence and Planning, 21 (2). pp. 79-84. ISSN 0263-4503

Wilson, Alan and Frimpong, Kwabena (2003) Towards an integrated conceptualisation of employee service orientation. In: AMA Services Research Conference, 2003-06-01, Reims.

Grougiou, Vassiliki and Wilson, Alan (2003) The mismatch between the growth in call centres and the needs of the grey market. In: 32nd EMAC Conference, 2003-05-20 - 2003-05-23, Glasgow, Scotland.

Wilson, A.M. (2002) Attitudes towards customer satisfaction measurment in the retail sector. International Journal of Market Research, 44 (2). pp. 213-222. ISSN 0025-3618

Wilson, A. (2002) Satisfaction criteria of short-break leisure travellers. Hospitality Review, 4 (4). pp. 32-36. ISSN 1464-9101

Wilson, A.M. (2001) Mystery shopping: Using deception to measure service performance. Psychology and Marketing, 18 (7). pp. 721-734. ISSN 0742-6046

Wilson, Alan (2001) Should we be rethinking customer satisfaction measurement. In: 30th EMAC Annual Conference, 2001-05-16, Bergen.

Gotsi, D. and Wilson, Alan (2001) Corporate reputation management: Living the brand. Management Decision, 39 (2). pp. 99-104. ISSN 0025-1747

Wilson, A.M. and Gotsi, D. (2001) Corporate reputation: Seeking a definition. Corporate Communications: An International Journal, 6 (1). pp. 24-31. ISSN 1356-3289

Wilson, Alan M. (2001) Understanding organisational culture and the implications for corporate marketing. European Journal of Marketing, 35 (3/4). pp. 353-367. ISSN 0309-0566

Fox, Patricia and Balmer, John and Wilson, Alan (2000) Applying the acid test of corporate identity management. In: 4th International Conference on Corporate Reputation, Identity and Competitiveness, 2000-05-11, Copenhagen.

Wilson, Alan (2000) Financial Services Sales Management. The Chartered Institute of Bankers in Scotland, Edinburgh.

Wilson, Alan (2000) The performance measurement of service teams - concept and practice. In: International Conference on Service Management, 2000-06-08, La Londe les Maures.

Wilson, Alan (2000) The use of performance information in the management of service delivery. Marketing Intelligence and Planning, 18 (3). pp. 127-134. ISSN 0263-4503

Wilson, Alan (1999) Customers don't care for consolidation. Retail Finance Strategies, 1 (3). p. 16.

Wilson, Alan (1999) Get personal with your customers. Retail Finance Strategies, 1 (1). p. 17.

Wilson, Alan (1999) Marketing Financial Services volumes 1 and 2. The Chartered Institute of Bankers in Scotland, Edinburgh.

Wilson, Alan (1999) Satisfied with customer satisfaction? Retail Finance Strategies, 1 (2). p. 15.

Wilson, Alan and Gutmann, Justin (1998) Public transport : the role of mystery shopping in investment decisions. Journal of the Market Research Society, 40 (4). pp. 285-293.

Wilson, Alan (1998) The use of mystery shopping in the measurement of service delivery. In: Service Industries Marketing. Frank Cass, London, pp. 148-163. ISBN 9780714644394

Balmer, John and Wilson, Alan (1998) Corporate identity : there is more to it than meets the eye. International Studies of Management and Organization, 28 (3). pp. 12-31. ISSN 0020-8825

Wilson, Alan (1998) Public consultation and participation. CIPFA Competition Advisory Service Newsletter.

Wilson, Alan (1998) The role of mystery shopping in the measurement of service performance. Managing Service Quality, 8 (6). pp. 414-420. ISSN 0960-4529

Wilson, Alan (1998) The use of mystery shopping in the measurement of service delivery. Services Industries Journal, 18 (3). pp. 148-163. ISSN 0264-2069

Wilson, Alan (1997) The culture of the branch team and its impact on service delivery and corporate identity. International Journal of Bank Marketing, 15 (5). pp. 163-168. ISSN 0265-2323

Wilson, Alan (1997) The nature of corporate culture within a service delivery environment. International Journal of Service Industry Management, 8 (1). pp. 87-102. ISSN 0956-4233

Wilson, Alan and Heasman, H.G. (1996) Do service personnel think differently in North America? In: Marketing Education Group Conference - 2021 a vision for the next 25 years, 1996-11-12, Glasgow.

Wilson, Alan (1996) The nature of corporate culture within a service delivery environment. In: 4th International Research Conference in Service Management, 1996-06-11, La Londe Les Maures.

Wilson, Alan (1995) The culture of the service team and its impact on service delivery. In: EIASM Workshop on Quality Management in Services, 1995-05-17, Tilburg.

Wilson, Alan (1994) Emancipating the Professions - Marketing Opportunities from Deregulation by Aubrey Wilson. [Review]

Wilson, Alan (1994) Marketing Strategies for Services edited by Michel Kostecki. [Review]

Wilson, Alan (1994) Targeting policy as a competitive atrategy for european inward investment agencies. European Urban and Regional Studies, 1 (2). pp. 143-159. ISSN 0969-7764

Wilson, Alan (1994) The role of corporate culture in the provision of customer service. In: EIASM Workshop on Quality Management in Services, 1994-05-11, Disneyland Paris.

Wilson, Alan (1993) High street banking : the culture has to change. In: British Academy of Management Conference, 1993-09-13, Milton Keynes.

Wilson, Alan (1992) The adoption of a retail oriented marketing mix for bank branch operations. Service Industries Journal, 12 (3). pp. 404-413. ISSN 0264-2069

Wilson, Alan (1992) The changing nature of the marketing function within retail banks and building societies. In: British Academy of Management Conference, 1992-09-16, Bradford.

Wilson, Alan (1989) Qualitative Market Research: A Practitioner's and Buyer's Guide by W. Gordon and R. Langmaid. [Review]

This list was generated on Wed Jul 30 16:16:53 2014 BST.