DR PENNIE FROW

PhD MBA BSc (Hons) Psych DipM FCIM FRSA

Associate Professor of Marketing, Discipline of Marketing

The University of Sydney Business School,

(02) 9351 65230404 761 201

Email:

PROFESSSIONAL QUALIFICATIONS

PhD in Marketing, Cranfield University, 2001

Master of Business Administration, Cranfield University, 1991

BSc (Honours) Psychology, Bristol University, 1975

Diploma in Marketing, Chartered Institute of Marketing, 1991

ACADEMIC EXPERIENCE

UNIVERSITY OF SYDNEY BUSINESS SCHOOL2007 - 2016

The University of Sydney, Australia

Associate Professor, Discipline of Marketing, 2010 – present; and

Program Director of Master of Marketing, 2008 – present

Co-Chair Teaching & Learning, Discipline of Marketing, 2013 - present

Senior Lecturer in Marketing, 2007 - 2009

CRANFIELD SCHOOL OF MANAGEMENT 1992- 2006

Cranfield University, UK

Visiting Fellow, Centre for Strategic Marketing, 1998- 2006

Senior Consultant, Marketing Planning Centre, 1992-1998

PROFESSIONAL EXPERIENCE

CRM STRATEGIES LTD, UK 1998 - 2006

Director

Managed consulting projects with many leading companies

including: Barclays Bank, Mercedes-Benz, four major law firms, etc.

ROYAL SOCIETY FOR THE PROTECTION OF BIRDS, UK 1988–1990

Chief Marketing Officer

The largest conservation charity in Europe. Responsible for income

generation of over £20 million,one million members and staff of 100.

WALLACE OAKS INC, Los Angeles, USA 1981-1988

Managing Director

Managed a sales company with 25 internal staff and asales force of

over 100 people. Negotiated sale in 1988 to major US listed company.

ORIENTAL SHOPPER LIMITED, HONG KONG 1975-1981

Managing Director

Founded a new trading company. Acted for major US and European

companies. Established offices in Taiwan, South Korea and Hong Kong.

RESEARCH PROGRAM

Research Areas:

My research programis inthe 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 business-to-business marketing and the services sector, including health care.My research currently in the review process andin manuscripts in preparation continues to concentrate within these focused research areas. My research will continue to make contributions in four important areas expanded on below: (i) refereed journal articles; (ii) books and book chapters; (iii) conference papers; and (iv) case study

Citation Indices based on Google Scholar:

Current Citation Counts

Citations: 7,312h-index: 24i10-index 29

1)

Refereed Journal Articles - Published

Journal rankings are listed below using Australian Business Deans’ Council Journal Quality List (ABDC). Citations based on Google Scholar (GS) are shown below for articles up to 2014.

1)Payne, A. Frow, P. and Eggert, A.(2017). “Diagnosing the Value Proposition”.Journal of the Academy of Marketing Science [ABDC ‘A*’] - in press.

2)Frow, P., McColl-Kennedy, J. and Payne, A. (2016). “Co-creation Practices: Their Role in Shaping a Service Ecosystem”, Industrial Marketing Management. . [ABDC: ‘A*’]. In press.

3)Payne and Frow (2017). “Relationship Marketing: Looking Backwards Towards the Future”, Journal of Services Marketing – In press [ABDC: ‘A’]

4)Frow, P., Nenonen, S., Payne, A. andStorbacka, K. (2015). “Managing Co-Creation Design: A Strategic Approach to Innovation”, British Journal of Management, Vol. 26, pp. 463-483.[ABDC: ‘A’]

5)Frow, P., Payne, A. and Ngo, L. (2014). “Diagnosing the Supplementary Services Model”,Journal of Marketing Management, Vol. 30, No. 1-2, pp. 138-171. [ABDC: ‘A’]

6)Frow, P., McColl-Kennedy, J.R., Hilton, T., Davidson, A., Payne, A. and Brozovic, D. (2014). “Value Propositions: A Service Ecosystem Perspective”, Marketing Theory, Vol. 14, pp.327-351.[ABDC: ‘A’]

7)Payne, A. and Frow, P. (2014). “Deconstructing the Value Proposition of an Innovation Exemplar”, European Journal of Marketing, Vol. 48, No.12, pp. 237-270. [ABDC: ‘A*’]

8)Payne, A. and Frow, P. (2014). “Developing Superior Value Propositions: A Strategic Marketing Imperative”, Journal of Service Management, Vol. 25, No. 2, pp. 213-227.[ABDC: ‘A’]

9)Kleinaltenkamp, M., Brodie, R., Frow, P., Hughes, T., Peters, L. and Woratschek, H. “Resource Integration”,(2012). Marketing Theory,Vol. 12, No. 2, pp. 201-205. [ABDC: ‘A’](GS count = 51 citations)

10)Storbacka, K., Frow, P., Nenonen, S. and Payne, A. (2012). “Designing Business Models for Value Co-Creation”, Review of Marketing Research, Vol. 9, pp. 51-78. (GS count = 26 citations) [This contributionis in a prestigious annual fully refereed volume of articles mainly by top US, scholars, e.g., Bagozzi, Belk, Bolton, Hunt, Kotler, Kumar and Lusch.]

11)Frow, P. and Payne A. (2011). “A Stakeholder Perspective of the Value Proposition Concept”, EuropeanJournal of Marketing, Vol. 45, No. 1-2, pp. 223-40. [ABDC: ‘A*’] (GS count = 128 citations)

12)Frow, P., Payne, A.,Wilkinson, I. and Young, L. (2011) “Customer Management and CRM: Addressing the Dark Side”,Journal of Services Marketing, Vol. 25, No. 2,, pp. 79-89.[ABDC ‘A’] (GS count = 57 citations)

13)Ballantyne, D., Frow, P., Varey, R. and Payne, A. (2011). “Value Propositions: as Communication Practices: Taking a Wider View”, Industrial Marketing Management, Vol. 40 (2), pp. 202-210. [ABDC ‘A*’] (GS count = 137 citations)

14)Payne, A., Storbacka, K., Frow, P. and Knox, S.(2009) “Co-Creating Brands: Diagnosing and Designing the Relationship Experience”, Journal of Business Research, Vol. 62, No. 3, pp. 379-389. [ABDC: ‘A’](GS count = 302 citations)

15)Frow, P. and Payne, A. (2009). “Customer Relationship Management: A Strategic Perspective”,Journal of Business Market Management, Vol. 3, No. 1, pp. 7 - 28. [ABDC: ‘B’] (GS count = 57 citations)

16)Payne, A., Storbacka, K. and Frow, P. (2008) “Managing the Co-Creation of Value”, Journal of the Academy of Marketing Science, Vol. 36, No. 1, pp. 83-96. [ABDC: ‘A*’] (GS count = 1,496 citations)

17)Frow, P. and Payne, A. (2007). “Towards the ‘Perfect’ Customer Experience”,Journal of Brand Management, Vol. 15, No. 2, pp. 89-101. [ABDC: ‘A’] (GS count = 160 citations)

18)Frow, P. (2007). “The Meaning of Commitment in Market Relationships”, Journal of Marketing Management, Vol. 23, No. 3-4, pp. 243-265. [ABDC: ‘A’] (GS count = 15 citations)

19)Payne, A. and Frow, P. (2006). “Customer Relationship Management: From Strategy to Implementation”, Journal of Marketing Management, Vol. 22, Nos. 1-2, pp. 135-168. [ABDC: ‘A’] (GS count = 247 citations)

20)Payne, A. and Frow, P. (2005). “A Strategic Framework for CRM”, Journal of Marketing, Vol. 69, No. 4, October, pp. 167-176. [ABDC: ‘A*’] (GS count = 1,371 citations) Lead article, following Special Editors’ introduction.

21)Payne, A. and Frow, P. (2004). “The Role of Multi-Channel Integration in Customer Relationship Management”,Industrial Marketing Management, Vol. 33, No. 6, August, pp. 527-538. [ABDC ‘A*’] (GS count = 288 citations)

22)Payne, A., Holt, S. and Frow, P. (2001). “Relationship Value Management: Exploring the Integration of Employee, Customer and Shareholder Value and Enterprise Performance Models”, Journal of Marketing Management, Vol. 17,pp. 785-817. [ABDC: ‘A’] (GS count = 107 citations)

23)Payne, A., Holt. S. and Frow, P. (2000). “Integrating Employee, Customer and Shareholder Value through an Enterprise Performance Model: An Opportunity for Financial Services”, The International Journal of Bank Marketing, Vol. 18, No. 6, pp. 258 – 273. [ABDC: ‘B’] (GS count = 91 citations)

24)Payne, A. and Frow, P. (1999). “Developing a Segmented Service Strategy: Improving Measurement in Relationship Marketing”, Journal of Marketing Management, Vol. 15, No. 8, pp. 797-818. [ABDC: ‘A’] (GS count = 41 citations)

25)Payne, A. and Frow, P. (1997). “Relationship Marketing: Key Issues for the Utilities Sector”, Journal of Marketing Management, Vol. 13, pp. 463-497. [ABDC: ‘A’] (GS count = 45 citations)

Books

26)Payne, A. and Frow, P. (2013). Strategic Customer Management: Integrating CRM and Relationship Marketing, Cambridge University Press. (Cambridge University Press is ranked as an ‘A*’ publisher in the former RQF Journal and Publisher Rankings)

27)McDonald, M., Frow, P.and Payne, A. (2011). Marketing Plans for Services: A Complete Guide, John Wiley & Sons. (Wiley is ranked as an ‘A’ publisher in the former RQF Journal and Publisher Rankings)

Book Chapters

28)Payne, A. and Frow, P. (2016). “A Strategic Approach to Customer Relationship Management”, in Baker, M. and Hart, S. (eds.), The Marketing Book, 7th edition, Routledge [forthcoming].

29)Frow, P., Payne, A., Wilkinson, I. and Young, L. (2015). “Customer Management and CRM: Addressing the Dark Side”, in Nguyen, B., Simkin, L. and Canhoto, A. (Eds.), The Dark Side of CRM, Routledge.

30)Frow, P. and Payne, A. (2015). “The Nordic School of Services: A Review”, Gummerus, J.,and von Koskull, C. (eds.), The Nordic School of Services, CERS, Helsinki, pp. 143-156.

31)Payne, A. and Frow, P. (2006). “An Overview of Customer Relationship Management” in Mukerjee, K. (ed.),CRMImplementation: A Strategic Approach,ICFA Press, pp. 23-33.

32)Payne, A. and Frow, P. (2006). “The Value Creation Process”, in Payne, A.,The Handbook of CRM: Achieving Excellence in Customer Management, Elsevier Butterworth Heinemann, pp. 102 – 158

33)Payne, A. and Frow, P. (2006). “Organizing for CRM Implementation”, in Payne, A., The Handbook of CRM: Achieving Excellence in Customer Management, Elsevier Butterworth Heinemann, pp. 329 – 387.

34)Payne, A. and Frow, P. (2000). “Relationship Marketing: Gaining Competitive Advantage through Customer Satisfaction and Customer Retention”, in Hennig-Thurau, T. and Hansen, U. (eds.), Relationship Marketing: Insights from the Services Sector, Springer, pp. 299 – 316.

35)Payne, A. and Frow, P. (1995). “The Referral and Influence Market Domains”, in Payne, A., Christopher, M., Clark, M. and Peck, H. (eds.), Relationship Marketing for Competitive Advantage: Winning and Keeping Customers, Butterworth Heinemann, pp. 220 -267.

Academic Conference Proceedings .

36)Nenonen, S., Storbacka, K., Frow, P., and Payne, A. “The Role of Value Propositions in Market-Driving Strategies, ANZMAC Conference, Sydney, December 2015.

37)Frow, P, Reisman, D. and Payne, A. (2015). “Co-pricing: Co-creating customer value through dynamic value propositions”, Naples Forum on Service, Italy, June 2015.

38)Frow, P,. and Payne, A. “The Evolution of the Ecosystem: The Role of Actor-connectors in Adapting the Ecosystem”, Naples Forum on Service, Italy, June 2015.

39)Frow, P. and Payne, A. (2014). “Conceptualising Co-Creation As an Orientation”, ANZMAC Conference, Brisbane, December.

40)Frow, P. and Payne, A. (2014). “Co-Creation: A Case Study of a ‘Focused’ Business Model Approach”,European Marketing Academy 43rd Annual Conference, Valencia, Spain, June.

41)Frow, P. and Payne, A. (2013). “Co-Creation: An Exemplar of a Broad-Based Business Model Approach to Co-Creation”, Academy of Marketing Conference, Cardiff, UK, July.

42)Frow, P. and Payne, A. (2012). “Co-Creation Business Models and an Exemplar Enterprise”, ANZMAC Conference, Adelaide, December.

43)Frow, P. and Payne, A. (2012). “Organising Marketing and Shaping Markets: The Role of the Value Proposition”, The Forum on Markets and Marketing, Auckland, December.

44)Frow, P., Payne, A. and Storbacka, K. (2012). “Evolving the Concept of Co-creation: New Research Propositions”, Academy of Marketing Conference, Southampton, UK, July. [WinnerBest Paper Award, Services Marketing Track]

45)Nenonen, S., Frow, P., Payne, A. and Storbacka, K. (2012). “Co-Creation in Actor Networks: Identifying Attractive Morphotypes”, Global Marketing Conference, Seoul, July. [WinnerBest Conference Paper Excellence Award]

46)Frow, P., Nenonen, S., Payne, A. and Storbacka, K. (2012). “Identifying Value Co-Creation Opportunities: A Morphological Approach”, European Marketing Academy 41stAnnual Conference, Lisbon, May,

47)Frow, P., Nenonen, S., Payne, A. and Storbacka, K. (2011). “Design for Improved Co-Creation”, 1st International Colloquium on Global Design and Marketing, Lincoln, UK, December.

48)Frow, P., Payne, A and Storbacka, K. (2011). “Co-Creation: A Typology and Conceptual Framework”,ANZMAC Conference, Perth. November.

49)Payne, A., Frow, P. and Ngo, L. (2011). “Diagnosing the Supplementary Services Model”, Academy of Marketing Conference, Liverpool, UK, July.

50)Frow, P. and Payne, A. (2011) “Deconstructing the Value Proposition of a Service Innovation Exemplar”, Academy of Marketing Conference, Liverpool, UK, July.

51)Frow, P., Payne, A. and Storbacka, K. (2010). “Co-creation: A Framework for Collaborative Engagement”, 18th International Colloquium in Relationship Marketing, Henley Business School, University of Reading, September.

52)Frow, P. Brodie, R., Little, V. and Payne, A. (2010). “Collaboration, Resource Integration and Value Co-Creation within the S-D logic”, Forum on Markets and Marketing: Cambridge, UK, September.

53)Frow, P., Payne, A. and Storbacka, K. (2010). “A Conceptual Model for Value Co-Creation: Designing Collaboration within a Service System”,European Marketing Academy 40th Annual Conference, Copenhagen, June.

54)Frow, P., Payne, A. and Storbacka, K. (2010). “Identifying Co-Creation and Value Collaboration Opportunities”, Academy of Marketing Conference, UK, July.

55)Frow, P. and Payne, A. (2010). “Value Propositions: A Service Profit Chain Perspective“, Academy of Marketing Conference, Coventry, UK, July.

56)Ballantyne, D., Varey, R., Frow, P. and Payne, A. (2009). “Reciprocal Value Propositions: A Relationship Oriented Practice for Achieving Mutual Promises of Value”, 17thInternational Colloquium in Relationship Marketing, Maastricht, Netherlands, September.

57)Frow, P. and Payne, A. (2009). “The Value Proposition Concept: Development of a Conceptual Model”,Academy of Marketing Conference, Leeds, UK, July.

58)Frow, P. and Payne, A. (2008). “A Stakeholder Perspective of Value: Extending the Value Proposition in the Context of Stakeholders and Service Dominant Logic”, Forum on Markets & Marketing, Sydney, December.

59)Ballantyne, D., Varey, R., Frow, P. and Payne, A. (2008). “Service Dominant Logic and Value Propositions: Re-examining our Mental Models”, Otago Forum, Otago University, December.

60)Wilkinson, I., Young, L., Payne, A. and Frow, P. (2008). “Customer Husbandry”, ANZMAC Conference, Sydney, December.

61)Payne, A and Frow, P. (2008). “Focused Value Creation in CRM: The Role of Value Propositions”. EIASM 5th Research Conference on Relationship Marketing and CRM,Brussels, November.

62)Frow, P. and Payne, A. (2008). “Diagnosing the Value Proposition”,Academy of Marketing Conference, Aberdeen, July.

63)Frow, P., Payne, A. and Luong, A. (2007). “Customer Relationship Management: a Structured Investigation of CRM Success and Failure”, AMA Relationship Marketing SIG – ICRM Conference, Buenos Aires, December.

64)Frow, P., Payne, A. and Storbacka, K. (2007) “Relationships and Service-Dominant Logic: Leveraging Co-Creation Opportunities”, EIASM 4th Research Conference on Relationship Marketing and CRM,Brussels, November.

65)Payne, A., Storbacka, K. and Frow, P. (2007). “Co-Creation of Value: Diagnosing the Brand Relationship Experience”,Thought Leaders International Conference on Brand Management, The Birmingham Business School, University of Birmingham, April.

66)Payne, A., Frow, P. and Storbacka, K. (2006). “Service-Dominant Logic: A Framework for Managing Co-Creation of Value”, ANZMAC 2006 Conference, December.

67)Payne, A., Frow, P. and Storbacka, K. (2006). “Towards an Integrated Approach to Co-Creation: Insights from Service-Dominant Logic”, EIASM 3rd Research Conference on Relationship Marketing,Brussels, November.

68)Payne, A. and Frow, P. (2005). “Customer Relationship Management: From Strategy to Implementation”, ANZMAC 2005 Conference, Perth, December.

69)Payne, A. and Frow, P. (2005) “CRM Strategy Formulation & Implementation”, EIASM 2nd Research Conference/Workshop on Relationship Marketing,Brussels.

70)Payne, A. and Frow, P. (2004) “Developing a Strategic Approach to Customer Relationship Management”, ANZMAC 2004 Conference, Wellington.

71)Frow, P. (2001). “Commitment in Professional Service Relationships: Issues Relating to the Meaning of Commitment”, 10th Biennial World Marketing Congress of the Academy of Marketing Science, Cardiff.

72)Frow, P. (2000). “The Meaning of Commitment in Professional Service Relationships: Issues in Relating Theory to Practice”, IMP Conference, Competitive Papers Track, Bath, September.

73)Frow, P. (2000). “The Reality of Commitment in Relationships”, 8th International Colloquium on Relationship Marketing, Stockholm, December.

74)Payne, A., Holt S. and Frow, P. (1999). “Relationship Value Management: Exploring the Integration of Employee, Customer and Shareholder Value and Enterprise Performance Models”, 7th International Colloquium on Relationship Marketing, Glasgow, November.

75)Payne, A. and Frow, P. (1999). “Marketing Metrics for Customer Retention”, Chartered Institute of Marketing: Marketing Metrics Conference, Cookham.

76)Payne, A. and Frow, P. (1996). “Relationship Marketing: Issues for the Utilities Sector”, 4th International Colloquium on Relationship Marketing, Helsinki.

77)Payne, A. and Frow, P. (1995). “Managing Internal Customer Relationships for Competitive Advantage”, 3rd World Marketing Congress, Melbourne.

78)Poulfelt, F., Payne, A. and Frow, P. (1994). “Developing an International Presence: Key Issues for Management Consulting Firms”, Academy of Management Conference, Dallas.

Case Studies

This case study research was undertaken in response to requests from overseas students on our master’s courses for more international case studies. International coverage includes China, Korea, India, Malaysia, USA, UK, Finland, Ireland, Canada, etc. They are disseminated in my books.

79)Frow, P. (2013). Air Asia Spreads its Wings.

80)Frow, P. (2013). Samsung - from Low-Cost Producer to Product Leadership.

81)Knox, S. and Frow, P., (2013). Tesco - the Relationship Strategy Superstar.

82)Frow, P., Payne, A. and Ryals, L. (2013).Coca-Cola – Bringing Fizz to the Chinese Beverages Market.

83)Storbacka, K., Frow, P. and Payne, A. (2013). The City Car Club, Helsinki – Driving Sustainable Car Use.

84)Payne, A. and Frow, P. (2013). Blendtec – The ‘Will it Blend’ Viral Marketing Initiative.

85)Frow, P. and Payne, A. (2013). Hippo in India – Using Twitter to Manage the Supply Chain.

86)Payne, A. and Frow, P. (2013). Royal Bank of Canada – Building Client Service Commitment.

87)Frow, P. and Payne, A. (2013). Myspace – The Rise and Fall.

88)Payne, A. and Frow, P. (2012). BT - British Telecommunications: Creating New Customer Value Propositions.

89)Frow, P. and Payne, A. (2012). Sears – the Service Profit Chain and the Kmart Merger.

90)Frow, P. and Payne, A. (2011). Mercedes-Benz – Building Strategic Customer Management Capability.

91)Frow, P. and Payne, A. (2011). Nationwide Building Society Fulfils its CRM Vision.

92)Frow, P. and Adrian Payne (2011). TNT – Creating the Perfect Customer Experience.

93)Payne, A. and Frow, P. (2011). Guinness – Delivering the ‘Perfect Pint’.

94)Mouncey, P., Payne, A. and Frow, P. (2011). The DVLA - Innovating CRM in Public Sector.

95)Payne, A. and Frow, P. (2011). Zurich Financial Services - Building Value Propositions.

RESEARCH GRANTS

2017: $30,000 Internal Grant, University of Sydney Business School; (with Associate Professor Teresa Davis).

2015: $410,000 ARC Linkage Grant, with I Central Adelaide Local Health Network. I am the lead Chief Investigator.

2015: $50,000Research Grant from Central Adelaide Local Health Network: I am the lead Chief Investigator for a first study on best practices in patient-centred health care.

2014: $5,000 Research Grant from Business of Health Network, University of Sydney Business School.

HONOURS, AWARDS, AND RESEARCH AND TEACHING RECOGNITION

2015: Sheth Foundation/Journal of Marketing Award.

Recipient of the 2015 Sheth Foundation/Journal of Marketing Award for 2005 article: Payne and Frow, “A Strategic Framework for Customer Relationship Management,” in Journal of Marketing (JM), the top journal in the field of marketing. This award is the most prestigious international award in marketing for a paper’s long-term contribution to the field.

2014: ANZMAC Distinguished Educator Award [This award was developed as a means of recognising and rewardingoutstanding marketing educators. It is the highest recognition for teaching in marketing at a higher education institution in Australia and New Zealand.]

2014: Journal of Marketing Education Recognition as one of top 25 scholars inthe field of Marketing Management and Strategy. Rated# 22 world-wide, and # 5 of non-US sholars, in a 2014 study in, (Elbeck and Schee, JME, 2014).Congratulations on this accomplishment by Dean, Professor Greg Whitwell, 25 August 2014.

2014: Recognition by Dean, Professor Greg Whitwell, for Outstanding Student Feedback in Master of Marketing course on Internal Marketing, 28 August 2014.

2013: Chair of Discipline Recognition as an ‘Excellent Teacher’ achieving “the gold standard for teaching at University of Sydney School Business School”.

2013: Journal of the Academy of Marketing Science recognition of my paper “Managing the Co-Creation of Value” as the fourth most downloaded article, February 2013.

2012: Winner Excellence Award for Best Conference Paper for the 2012 Global Marketing Conference at Seoul.

2012: Winner Best Paper Award, Services Marketing Track, Academy of Marketing Conference, Southampton, 2012.

2010: American Marketing Association recognition of my Journal of Marketing article: “A Strategic Framework for Customer Relationship Management” as one of “Three Most-Cited Articles in Journal of Marketing 2005-2007” in 2010.