Article

Canhoto, A. and Clark, M. (2013) Customer service 140 characters at a time – the users’ perspective. Journal of Marketing Management. ISSN 1472-1376 doi: 10.1080/0267257X.2013.777355

Rose, S., Clark, M., Samouel, P. and Hair, N. (2012) Online customer experience in e-retailing: an empirical model of antecedents and outcomes. Journal of Retailing, 88 (2). pp. 308-322. ISSN 0022-4359 doi: 10.1016/j.jretai.2012.03.001 (In Press)

Lemke, F., Clark, M. and Wilson, H. (2011) Customer experience quality: an exploration in business and consumer contexts using repertory grid technique. Journal of the Academy of Marketing Science, 39 (6). pp. 846-869. ISSN 1552-7824 doi: 10.1007/s11747-010-0219-0

Hair, N., Clark, M. and Shapiro, M. (2010) Toward a classification system of relational activity in consumer electronic communities: the moderators' tale. Journal of Relationship Marketing, 9 (1). pp. 54-65. ISSN 1533-2675 doi: 10.1080/15332660903552238

Rose, S., Hair, N. and Clark, M. (2010) Online customer experience: a review of the business-to-consumer online purchase context. International Journal of Management Reviews, 13 (1). pp. 24-39. ISSN 1468-2370 doi: 10.1111/j.1468-2370.2010.00280.x

Bailey, C., Baines, P. R., Wilson, H. and Clark, M. (2009) Segmentation and customer insight in contemporary services marketing practice: why grouping customers is no longer enough. Journal of Marketing Management, 25 (3 & 4). pp. 227-252. ISSN 1472-1376 doi: 10.1362/026725709X429737

Hair, N., Rose, S. and Clark, M. (2009) Using qualitative repertory grid techniques to explore perceptions of business-to-business online customer experience. Journal of Customer Behaviour, 8 (1). pp. 51-65. doi: 10.1362/147539209X414380

Wilson, H., Clark, M. and Smith, B. (2007) Justifying CRM projects in a business-to-business context: the potential of the Benefits Dependency Network. Industrial Marketing Management, 36 (6). pp. 770-783. ISSN 0019-8501 doi: 10.1016/j.indmarman.2005.09.008

Hair, N. and Clark, M. (2007) The ethical dilemmas and challenges of ethnographic research in electronic communities. International Journal of Market Research, 49 (6).

Smith, B., Wilson, H. and Clark, M. (2006) Creating and using customer insight: 12 rules of best practice. Journal of Medical Marketing, 6 (2). pp. 135-139. ISSN 1745-7912 doi: 10.1057/palgrave.jmm.5050013

Report

Harrington, T., Lee, S. and Clark, M. (2008) Public services: putting people first. Report. House of Commons

Conference or Workshop Item

Rose, S., Clark, M. and Hair, N. (2008) Exploring notions of ideal customer experience in online business-to-business environments: a USA / European comparison. In: International Colloquium in Relationship Marketing Conference, 14-17 September 2008, Swansea UK. (Unpublished)

Wongworawit, R., Clark, M. and Lyman, M. (2008) A conceptual framework of frontline employees management in outsourced customer service operations. In: AMA's SERVSIG, 5-7 June, Liverpool. (Unpublished)

Hair, N. and Clark, M. (2008) Towards a classification system of relational activity in consumer electronic communities: the moderators’ tale. In: European Marketing Academy Conference, 27-30 May, Brighton. (Unpublished)