BOOKS
These are the most recent of my published books. Both are regularly updated in collaboration with co-authors who are experts in their respective chosen fields, and highly regarded academics. Click on the covers to be taken to the book’s website where you can find out more or buy a copy.
Customer Relationship Management
Concepts, applications, & Technologies, 5th Edition
Hospitality Marketing
Principles and Practices, 4th EDITION
RESEARCH PAPERS
I’ve highlighted a few of my published research papers below. My Word-of Mouth paper (below, top left) is the most frequently cited paper of all time in Journal of Strategic Marketing. My SERVQUAL (Service Quality) paper (below, top right) is the third most frequently cited paper of all time in European Journal of Marketing. The other 2 papers are examples of collaborations with colleagues or doctoral candidates. It was great to work with such talented people. Click on the images to visit the Journal’s website.
