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Business and Management

D-Index
35
Citations
18294
World Ranking
2118
National Ranking
121

Overview

Pennie Frow is affiliated with the University of Sydney in Australia and specializes in the field of Business, Management and Accounting. Their research spans several subfields, including Organizational Behavior and Human Resource Management, Marketing, Strategy and Management, Sociology and Political Science, and Management Science and Operations Research.

Their work predominantly addresses topics related to Customer Service Quality and Loyalty, Service and Product Innovation, and Innovation and Knowledge Management. Additional areas of focus include Digital Marketing and Social Media, Consumer Behavior in Brand Consumption and Identification, Complex Systems and Decision Making, and Global Healthcare and Medical Tourism.

Recent publications by Pennie Frow include:

  • "Customer Advocacy: A Distinctive Form of Word of Mouth," 2020, Journal of Service Research
  • "Emergence and Phase Transitions in Service Ecosystems," 2021, Journal of Business Research
  • "Toward a Comprehensive Framework of Value Proposition Development: From Strategy to Implementation," 2020, Industrial Marketing Management
  • "Viability Mechanisms in Market Systems: Prerequisites for Market Shaping," 2020, Journal of Business and Industrial Marketing
  • "How Does a Hospital Servicescape Impact the Well-being and Satisfaction of Both Health Care Customers and Professionals?" 2023, Journal of Services Marketing

Frequent collaborators in their research include:

  • Adrian Payne
  • Jill Sweeney
  • Francesco Polese
  • Suvi Nenonen
  • Dan Liu

The primary journals for Pennie Frow's publications comprise:

  • Journal of Service Research
  • Journal of Business Research
  • Industrial Marketing Management
  • Journal of Business and Industrial Marketing
  • Journal of Services Marketing

Best Publications

  • Managing the co-creation of value

    Adrian F. Payne;Kaj Storbacka;Pennie Frow

  • A Strategic Framework for Customer Relationship Management

    Adrian Payne;Pennie Frow

  • Co-creating brands : Diagnosing and designing the relationship experience

    Adrian Payne;Kaj Storbacka;Pennie Frow;Simon Knox

  • Towards the ‘perfect’ customer experience

    Pennie Frow;Adrian Payne

  • Managing Co-creation Design: A Strategic Approach to Innovation

    Pennie Frow;Suvi Nenonen;Adrian Payne;Kaj Storbacka

  • A stakeholder perspective of the value proposition concept

    Pennie Frow;Adrian Payne

  • Customer Relationship Management: from Strategy to Implementation

    Adrian Payne

  • The role of multichannel integration in customer relationship management

    Adrian Payne;Pennie Frow

  • Value propositions as communication practice: Taking a wider view

    David Ballantyne;Pennie Frow;Richard J. Varey;Adrian Payne

  • Co-creation practices: Their role in shaping a health care ecosystem

    Pennie Frow;Janet R. McColl-Kennedy;Adrian Payne

  • The customer value proposition: evolution, development, and application in marketing

    Adrian Payne;Pennie Frow;Andreas Eggert

  • Value propositions: A service ecosystems perspective

    Pennie Frow;Janet R. McColl-Kennedy;Toni Hilton;Anthony Davidson

  • Conceptualizing and communicating value in business markets: From value in exchange to value in use

    Andreas Eggert;Wolfgang Ulaga;Pennie Frow;Adrian Payne

  • Relationship marketing: looking backwards towards the future

    Adrian Payne;Pennie Frow

  • Customer Relationship Management: A Strategic Perspective

    Pennie Frow;Adrian Payne

  • Customer management and CRM: addressing the dark side

    Pennie Frow;Adrian Payne;Ian F. Wilkinson;Louise Young

  • Relationship Value Management: Exploring the Integration of Employee, Customer and Shareholder Value and Enterprise Performance Models

    Adrian Payne;Sue Holt;Pennie Frow

  • Strategic Customer Management: Integrating Relationship Marketing and CRM

    Adrian Payne;Pennie Frow

  • Designing Business Models for Value Co-Creation

    Kaj Storbacka;Pennie Frow;Suvi Maria Nenonen;Adrian Payne

  • Developing superior value propositions: a strategic marketing imperative

    Adrian Payne;Pennie Frow

Frequent Co-Authors

Adrian Payne
Adrian Payne University of New South Wales
Malcolm McDonald
Malcolm McDonald Cranfield University
Kaj Storbacka
Kaj Storbacka Hanken School of Economics
Andreas Eggert
Andreas Eggert Freie Universität Berlin
Janet R. McColl-Kennedy
Janet R. McColl-Kennedy University of Queensland
Ian Wilkinson
Ian Wilkinson University of Sydney
Elina Jaakkola
Elina Jaakkola University of Turku
Bo Edvardsson
Bo Edvardsson Karlstad University
Timothy L. Keiningham
Timothy L. Keiningham St. John's University

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