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Number of items: 108.

Article

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

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

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

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

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

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

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

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

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

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, 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, 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

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

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) 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.

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

Book

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

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

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

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

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

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

Book Section

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

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

Conference or Workshop Item

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 (Unpublished)

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)

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.

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)

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.

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.

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.

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.

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.

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 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.

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.

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.

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

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

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

Proceedings Paper

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

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]

Review

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

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

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]

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

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

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

This list was generated on Mon Sep 1 04:19:49 2014 BST.