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2023

Shirahada, Kunio and Wilson, Alan (2023) Well-being creation by senior volunteers in a service provider context. Journal of Service Theory and Practice, 33 (7). pp. 28-51. ISSN 2055-6225

Nayer, Daud and Wilson, Alan and Nazifi, Amin (2023) Transformative impact of platform-mediated trust in the base of the pyramid segment. In: Frontiers in Service 2023 - From Romans to Robots, 2023-06-15 - 2023-06-17, Maastricht.

2022

Nayer, Daud and Wilson, Alan and Nazifi, Amin (2022) Service interactions in platform-based sharing services and social transformation of the base of the pyramid segment. In: 2nd International Workshop on Current Trends in Customer Experience in the Retail and Services Industries, 2022-11-17 - 2022-11-18, University of Zaragoza.

Pyper, Keith and Doherty, Anne Marie and Gounaris, Spiros and Wilson, Alan (2022) A contingency-based approach to the nexus between international strategic brand management and export performance. Journal of Business Research, 148. pp. 472-488. ISSN 0148-2963

Al‐Nabhani, Khalid and Wilson, Alan and McLean, Graeme (2022) Examining consumers' continuous usage of multichannel retailers' mobile applications. Psychology and Marketing, 39. pp. 168-195. ISSN 0742-6046

Pérez-Cornejo, Clara and De Quevedo-Puente, Esther and Wilson, Alan (2022) In search of the roots of corporate reputation management : being a consistent social performer. Business Ethics, the Environment & Responsibility, 31 (1). pp. 4-16. ISSN 2694-6424

2021

Nayer, Daud and Nazifi, Amin and Wilson, Alan (2021) Transformative sharing services at the base of the pyramid segment. In: 2021 Frontiers in Service Conference, 2021-07-09 - 2021-07-10, Temple University.

2020

Osei-Frimpong, Kofi and McLean, Graeme and Wilson, Alan and Lemke, Fred (2020) Customer coproduction in healthcare service delivery : examining the influencing effects of the social context. Journal of Business Research, 120. pp. 82-93. ISSN 0148-2963

Barhorst, Jennifer B. and Wilson, Alan and Brooks, Joshua (2020) Negative Tweets and their impact on likelihood to recommend. Journal of Business Research, 117. pp. 727-739. ISSN 0148-2963

Frimpong, Kwabena and Shuridah, Obaid and Wilson, Alan and Sarpong, Fred (2020) A cross‐national investigation of trait antecedents of mobile‐banking adoption. Thunderbird International Business Review, 62 (4). pp. 411-424. ISSN 1096-4762

Nazifi, Amin and Roschk, Holger and Wilson, Alan (2020) Gamification and its role in service recovery. In: Frontiers in Service 2020, 2020-06-25 - 2020-06-28, Babson College in Babson Park.

Barhorst, Jennifer Brannon and Wilson, Alan and McLean, Graeme James and Brooks, Joshua (2020) Service encounter microblog word of mouth and its impact on firm reputation. Journal of Services Marketing, 34 (5). pp. 717-733. ISSN 0887-6045

McLean, Graeme and Osei-Frimpong, Kofi and Wilson, Alan and Pitardi, Valentina (2020) How live chat assistants drive travel consumers' attitudes, trust and purchase intentions : the role of human touch. International Journal of Contemporary Hospitality Management, 32 (5). pp. 1795-1812. ISSN 0959-6119

Pyper, Keith and Doherty, Anne Marie and Gounaris, Spiros and Wilson, Alan (2020) Investigating international strategic brand management and export performance outcomes in the B2B context. International Marketing Review, 37 (1). pp. 98-129. ISSN 0265-1335

2019

McLean, Graeme and Wilson, Alan (2019) Shopping in the digital world : examining customer engagement through augmented reality mobile applications. Computers in Human Behavior, 101. pp. 210-224. ISSN 0747-5632

Shirahada, Kunio and Ho, Bach Quang and Wilson, Alan (2019) Online public services usage and the elderly : assessing determinants of technology readiness in Japan and the UK. Technology in Society, 58. 101115. ISSN 0160-791X

Sagmanli, Semih and Karampela, Maria and Wilson, Alan (2019) Co-creating value through IoT technologies : the influence of information-sharing processes on consumer behaviour change. In: 16th International Research Symposium on Advancing Service Research and Practice, 2019-06-10 - 2019-06-13.

Barhorst, Jennifer B. and McLean, Graeme and Brooks, Joshua and Wilson, Alan (2019) Everyday micro-influencers and their impact on corporate brand reputation. In: 21st ICIG Symposium, 2019-06-04 - 2019-06-06, Durham Business School.

McLean, Graeme and Wilson, Alan (2019) Customer engagement with augmented reality mobile apps. In: 2019 Academy of Marketing Science Annual Conference, 2019-05-29 - 2019-05-31.

Yani-de-Soriano, Mirella and Hanel, Paul and Vazquez Carrasco, Rosario and Cambra-Fierro, Jesus and Wilson, Alan and Centeno, Edgar (2019) Investigating the role of customers' perceptions of employee effort and justice in service recovery : a cross-cultural perspective. European Journal of Marketing, 53 (4). pp. 708-732. ISSN 0309-0566

2018

Wilson, Alan (2018) Marketing Research : Delivering Customer Insight. Macmillan, London. ISBN 9781352001112

Frimpong, Kwabena and Al-Shuridah, Obaid and Wilson, Alan and Asafo-Adjei Sarpong, Frederick (2018) Relative importance of mobile banking predictors : a cross-national study. In: Frontiers in Service 2018, 2018-09-06 - 2018-09-09, Texas State University.

Barhorst, Jennifer and Wilson, Alan (2018) Retweeting service experiences: factors influencing receivers to proliferate brand image disruptions. In: Frontiers in Service 2018, 2018-09-06 - 2018-09-09, Texas State University.

Shirahada, Kunio and Wilson, Alan (2018) The role of post-retirement service jobs in the well-being of Japanese and UK elderly citizens. In: Frontiers in Service 2018, 2018-09-06 - 2018-09-09, Texas State University.

Pérez‐Cornejo, Clara and Wilson, Alan and De Quevedo, Esther (2018) In search of the roots of corporate reputation management : be a consistent corporate social performer. In: 5th International Conference on Corporate Social Responsibility, 2018-06-27 - 2018-06-29.

Wilson, Alan and Ellison, Richard (2018) Employer branding and multiple identities in the hotel industry. In: 20th ICIG Symposium, 2018-06-06 - 2018-06-07, Gozd Martuljek.

Osei-Frimpong, Kofi and Wilson, Alan and Lemke, Fred and McLean, Graeme (2018) Examining the service engagement process in value co-creation in healthcare service delivery : a multi-level perspective. In: European Marketing Academic Annual Conference: EMAC 2018, 2018-05-29 - 2018-06-01, University of Strathclyde.

Goddard, Tara Angela and Wilson, Alan and Karampela, Maria (2018) Exploring the antecedents to the online customer engagement behaviours; sharing, learning & endorsing. In: European Marketing Academy Conference 2018, 2018-05-29 - 2018-06-01, University of Strathclyde.

McLean, Graeme and Al-Nabhani, Khalid and Wilson, Alan (2018) Developing a mobile application customer experience model (MACE) - implications for retailers. Journal of Business Research, 85. pp. 325-336. ISSN 0148-2963

Radomir, Lăcrămioara and Wilson, Alan; Avkiran, Necmi K. and Ringle, Christian M., eds. (2018) Corporate reputation : the importance of service quality and relationship investment. In: Partial Least Squares Structural Equation Modelling. Springer, New York, pp. 77-123. ISBN 9783319716909

Osei-Frimpong, Kofi and Wilson, Alan and Lemke, Fred (2018) Patient co-creation activities in healthcare service delivery at the micro level : The influence of online access to healthcare information. Technological Forecasting and Social Change, 126. pp. 14-27. ISSN 0040-1625

2017

Frimpong, Kwabena and Al-Shuridah, Obaid and Wilson, Alan and Asafo-Adjei Sarpong, Frederick (2017) Effect of inherent innovativeness and consumer readiness on attitudes to mobile banking. Journal of Financial Services Marketing, 22 (4). 187–201. ISSN 1363-0539

Katsaridou, Iliana and Wilson, Alan (2017) Customers' role in delivering enhanced service outcomes. In: Frontiers in Service 2017, 2017-06-22 - 2017-06-25, Fordham University.

Katsaridou, Iliana and Wilson, Alan (2017) Fuelling positive service encounters : the customer's contribution. In: 15th International Research Symposium on Service Excellence in Management, 2017-06-12 - 2017-06-15, University of Porto.

MacGillavry, Kim and Wilson, Alan and Davey, Neil (2017) A framework for measuring & improving CX : white paper. Case study. mycustomer.com.

B. Barhorst, Jennifer and Wilson, Alan; Lendgren, Lisa and Geringer, Susan, eds. (2017) Retweeting brand experiences : factors motivating receivers to proliferate brand image disruptions. In: Choosing the Right Tools for the Job. MMA Spring Conference Proceedings . Marketing Management Association, USA, pp. 5-13.

2016

Wilson, Alan (2016) Book review: How brands grow : part two, by Jenni Romaniuk and Byron Sharp. [Review]

Punjaisri, Khanyapuss and Wilson, Alan; Balmer, J.M.T. and Powell, S.M. and Kernstock, J. and Brexendorf, T., eds. (2016) The role of internal branding in the delivery of employee brand promise. In: Advances in Corporate Branding. Palgrave Macmillan Ltd., London, pp. 91-108. ISBN 9781352000078

McLean, Graeme and Wilson, Alan and Al Nabhani, Khalid Talib Sulaiman; (2016) The customer experience…Is there an app for that? A conceptual understanding of the customer experience with m-commerce mobile applications. In: 26th RESER Conference 2016. RESER, ITA. ISBN 9791220013840

Stankovic, Tajana and Tonner, Andrea and Wilson, Alan (2016) "I know what I like" : Parallel tastes in fine art consumption. Advances in Consumer Research, 44. pp. 343-347. ISSN 0098-9258

Stankovic, Tajana and Tonner, Andrea and Wilson, Alan (2016) "I know what I like" : parallel tastes in fine art consumption. In: Association for Consumer Research Conference 2016, 2016-10-27 - 2016-10-30, Maritim Hotel.

Stankovic, Tajana and Wilson, Alan and Tonner, Andrea (2016) The customer journey for the purchase of visual art and the impact of eWOM information. In: Academy of Marketing Annual Conference 2016, 2016-07-04 - 2016-07-07, Northumbria University.

McLean, Graeme and Wilson, Alan (2016) Evolving the online customer experience ... is there a role for online customer support? Computers in Human Behaviour, 60. pp. 602-610. ISSN 0747-5632

Bach, Ho Q. and Shirahada, Kunio and Wilson, Alan (2016) Online public services access and the elderly : assessing determinants of behaviour in the UK and Japan. In: American Marketing Association Servsig Conference, 2016-06-17 - 2016-06-19, Maastricht University.

Stankovic, Tajana and Wilson, Alan and Tonner, Andrea (2016) The democratisation of expertise. In: British Sociological Association Conference 2016, 2016-04-06 - 2016-04-08, Aston University.

Wilson, Alan and Zeithaml, Valerie and Bitner, Mary Jo and Gremler, Dwayne (2016) Services Marketing : Integrating Customer Focus Across the Firm. McGraw Hill, UK. ISBN 9780077169312

Osei-Frimpong, Kofi and Wilson, Alan and Lemke, Fred (2016) An examination of the influence of ICT on patient co-creation in healthcare service delivery at the micro level. In: 2016 Winter AMA Conference, 2016-02-26 - 2016-02-28.

2015

Wilson, Alan (2015) The value of social media marketing in the hospitality sector. In: Marketing from Information to Decision, 2015-11-06 - 2015-11-07, Universitatea Babes Bolyai.

McLean, Graeme and Wilson, Alan; (2015) Evolving the online customer experience - Is there a role for online customer support? In: 25th Annual RESER Conference "Innovative Services in the 21st Century" Proceedings. RESER, DNK. ISBN 9788773499214

Al Nabhani, Khalid and Wilson, Alan (2015) Factors influencing consumer retention of mobile apps : a conceptual perspective on the high-street retails. In: Reser Conference, 2015-09-10 - 2015-09-12, Eigtveds Pakhus.

Osei-Frimpong, Kofi and Wilson, Alan and Owusu-Frimpong, Nana (2015) Service experiences and dyadic value cocreation in healthcare service delivery : a CIT approach. Journal of Service Theory and Practice, 25 (4). pp. 443-462. ISSN 2055-6225

Osei-Frimpong, Kofi and Wilson, Alan (2015) Value perceptions in value co-creation in healthcare service delivery at the micro level : implications for theory and practice. In: The 14th International Research Symposium on Service Excellence in Management, 2015-06-18 - 2015-06-21.

McLean, Graeme and Wilson, Alan (2015) An investigation into the online customer experience. In: The 14th International Research Symposium on Service Excellence in Management, 2015-06-18 - 2015-06-21.

McLean, Graeme and Wilson, Alan (2015) An investigation on the online customer experience – the role of social interaction. In: The 14th International Research Symposium on Service Excellence in Management, 2015-06-18 - 2015-06-21.

Radomir, Lǎcrǎmioara and Plǎiaș, Ioan and Wilson, Alan (2015) Bank service and relationship quality as drivers of consumers' attitudinal loyalty. Romanian Journal of Marketing, 2015 (2). pp. 80-92.

Katsaridou, Iliana and Wilson, Alan (2015) Customers' behavioural contribution to the service encounter. In: The 14th International Research Symposium on Service Excellence in Management, 2015-06-18 - 2015-06-21.

Healy, Thomas G. and Wilson, Alan (2015) Social media marketing in the hospitality industry : is it worth the effort? In: The 14th International Research Symposium on Service Excellence in Management, 2015-06-18 - 2015-06-21.

Wilson, Alan (2015) Online Panel Research : A Data Quality Perspective. [Review]

2014

MacGillavry, Kim and Wilson, Alan (2014) Delivering loyalty via customer experience management at DHL Freight. Global Business and Organizational Excellence, 33 (6). pp. 6-20. ISSN 1932-2054

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

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, University of Macedonia.

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, University of Macedonia.

Wilson, Alan (2014) Book review : Ethnography and Virtual Worlds: A Handbook of Method, by Tom Boellstorff, Bonnie Nardi, Celia Pearce and T.L. Taylor. [Review]

Wilson, Alan (2014) Book review : Michael Fisher, Martin Abbott and Kalle Lyytinen – The power of customer misbehaviour: drive growth and innovation by learning from your customers. [Review]

2013

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

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.

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.

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.

Andzulis, James and Baron, Steve and Daly, Aidan and Dann, Susan and Daunt, Kate L and Edvardsson, Bo and Ehret, Michael and Enquist, Bo and Farquhar, Jillian Dawes and Greer, Dominique A and Grönroos, Christian and Gummerus, Johanna and Halliday, Sue Vaux and Lefebvre, R Craig and Liljander, Veronica and Lusch, Robert and Martin, Charles and Massiah, Carolyn and McColl-Kennedy, Janet and Mele, Cristina and Neale, Larry and Nicholls, Richard and Ogbonna, Emmanuel and Ordanini, Andrea and Palmer, Adrian and Patricio, Lia and Rapp, Adam and Reynoso, Javier and Rosenbaum, Mark S. and de Ruyter, Ko and Schillewaert, Niels and Sebhatu, Samuel Petros and Shirahada, Kunio and Simpson, Merlin and Tombs, Alastair and Tuzovic, Sven and Vargo, Stephen L and von Wangenheim, Florian and Wilson, Alan and Wirtz, Jochen and Worthington, Steve and Yu, Ting; Fisk, Raymond P and Russell-Bennett, Rebekah and Harris, LLoyd C, eds. (2013) Global perspectives on service. In: Serving Customers. Tilde University Press, Australia. ISBN 978-0-7346-1099-7

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

Cambra-Fierro, Jesus and Wilson, Alan and Redondo, Yolanda Polo and Mur, Ana Fuster and Lopez-Perez, Maria Eugenia (2013) When do firms implement corporate social responsibility? A study of the Spanish construction and real-estate sector. Journal of Management and Organization, 19 (2). pp. 150-166. ISSN 1833-3672

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

2012

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.

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

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

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

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.

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

2011

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

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

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, Cornell University. Cornell’s Center for Hospitality Research and the School of Hotel Administration.

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. In: Proceedings of the Academy of Marketing Conference 2011. Academy of Marketing, GBR. ISBN 978-0-9561122-34

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

2010

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.

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

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]

2009

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.

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.

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

2008

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.

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.

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.

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.

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

2007

Wilson, Alan; Baker, Michael and Hart, Susan, eds. (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.

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.

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.

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

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.

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.

2006

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

2005

Grougiou, Vassiliki and Wilson, Alan (2005) The role of employee's age in senior customers' evaluation of the service encounter : a phenomenological study. Journal of Macromarketing, 25 (2). p. 269. ISSN 0276-1467

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.

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

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

2004

Frimpong, Kwabena and Wilson, Alan (2004) Employee service orientation : a broader conceptualisation and measurement. In: British Academy of Management Conference 2004, 2004-08-30 - 2004-09-01, University of 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.

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

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

2003

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.

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.

2002

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

2001

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.

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

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

2000

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

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.

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.

1999

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.

1998

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; Gabbott, Mark and Hogg, Gillian, eds. (1998) The use of mystery shopping in the measurement of service delivery. In: Service Industries Marketing. Frank Cass, London. 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

1997

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

1996

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.

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

1995

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.

1994

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.

1993

Wilson, Alan (1993) High street banking : the culture has to change. In: British Academy of Management Conference 1993, 1993-09-20 - 1993-09-22.

1992

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, 1992-09-16.

1989

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