Article

Shaban, A., Saraeva, A. ORCID: https://orcid.org/0000-0003-2223-4310, Rose, S. ORCID: https://orcid.org/0000-0002-1212-8314 and Clark, M. (2024) The invisible hand of touch: testing a tactile sensation-choice satisfaction model in online shopping. Journal of Sensory Studies, 39 (1). e12897. ISSN 1745-459X doi: https://doi.org/10.1111/joss.12897

Hollebeek, L. D., Menidjel, C., Itani, O. S., Clark, M. K. and Sigurdsson, V. (2023) Consumer engagement with self-driving cars: a theory of planned behavior-informed perspective. Asia Pacific Journal of Marketing and Logistics, 35 (8). pp. 2029-2046. ISSN 1355-5855 doi: https://doi.org/10.1108/APJML-08-2022-0654

Hollebeek, L. D., Urbonavicius, S., Sigurdsson, V., Arvola, R. and Clark, M. K. (2023) Customer journey value: a conceptual framework. Journal of Creating Value, 9 (1). pp. 8-26. ISSN 2454-213X doi: https://doi.org/10.1177/23949643231157155

Hollebeek, L. D., Kumar, V., Srivastava, R. K. and Clark, M. K. (2023) Moving the stakeholder journey forward. Journal of the Academy of Marketing Science, 51 (1). pp. 23-49. ISSN 1552-7824 doi: https://doi.org/10.1007/s11747-022-00878-3

Hair, N., Akdevelioglu, D. ORCID: https://orcid.org/0000-0002-5156-6384 and Clark, M. (2023) The philosophical and methodological guidelines for ethical online ethnography. International Journal of Market Research, 65 (1). pp. 12-28. ISSN 1470-7853 doi: https://doi.org/10.1177/14707853221137459

Bakhsh, N. N., Hollebeek, L. D., Riivits-Arkonsuo, I., Clark, M. K. and Casas, R. (2023) Proactive service recovery performance in emerging (vs. developed) market-based firms: the role of clients’ cultural orientation. Organizations and Markets in Emerging Economies, 14 (2(28)). pp. 260-285. ISSN 2345-0037 doi: https://doi.org/10.15388/omee.2023.14.92

Hollebeek, L. D., Muñiz-Martínez, N., Clark, M. K., Simanaviciute, A. and Letukyte, N. (2022) Customer engagement in emerging markets: framework and propositions. Organizations and Markets in Emerging Economies, 13 (2). pp. 284-299. ISSN 2345-0037 doi: https://doi.org/10.15388/omee.2022.13.80

Mitchell, S.-L. ORCID: https://orcid.org/0000-0002-2286-9941 and Clark, M. K. (2022) Rethinking nonprofit service disintermediation through service communication interactions. Journal of Service Management, 33 (4/5). pp. 758-773. ISSN 1757-5818 doi: https://doi.org/10.1108/JOSM-10-2021-0401

Hollebeek, L. D. ORCID: https://orcid.org/0000-0002-1282-0319, Sprott, D. E., Urbonavicius, S. ORCID: https://orcid.org/0000-0003-4176-2573, Sigurdsson, V., Clark, M. K., Riisalu, R. ORCID: https://orcid.org/0000-0002-3332-7275 and Smith, D. L. G. (2022) Beyond the big five: the effect of machiavellian, narcissistic, and psychopathic personality traits on stakeholder engagement. Psychology & Marketing, 39 (6). pp. 1230-1243. ISSN 1520-6793 doi: https://doi.org/10.1002/mar.21647

Hollebeek, L. D., Sharma, T. G., Pandey, R., Sanyal, P. and Clark, M. K. (2022) Fifteen years of customer engagement research: a bibliometric and network analysis. Journal of Product & Brand Management,, 31 (2). pp. 293-309. ISSN 1061-0421 doi: https://doi.org/10.1108/JPBM-01-2021-3301

Hollebeek, L. D. ORCID: https://orcid.org/0000-0002-1282-0319, Urbonavicius, S., Sigurdsson, V., Clark, M. K., Parts, O. and Rather, R. A. ORCID: https://orcid.org/0000-0002-9242-1165 (2022) Stakeholder engagement and business model innovation value. The Service Industries Journal, 42 (1-2). pp. 1-17. ISSN 1743-9507 doi: https://doi.org/10.1080/02642069.2022.2026334

Hollebeek, L. D., Sprott, D. E., Sigurdsson, V. and Clark, M. K. (2021) Social influence and stakeholder engagement behavior conformity, compliance, and reactance. Psychology and Marketing, 39 (1). pp. 90-100. ISSN 1520-6793 doi: https://doi.org/10.1002/mar.21577

Hollebeek, L. D., Clark, M. K. and Macky, K. (2021) Demystifying consumer digital cocreated value: social presence theory-informed framework and propositions. Recherche et Applications en Marketing (English Edition), 36 (4). pp. 24-42. ISSN 2051-5707 doi: https://doi.org/10.1177/2051570720961986

Hollebeek, L. D., Clark, M. K. and Macky, K. (2021) Démystifier la valeur cocréée digitale du consommateur : cadre et propositions fondées sur la théorie de la présence sociale. Recherche et Applications en Marketing (English Edition), 36 (4). pp. 27-47. ISSN 2051-5707 doi: https://doi.org/10.1177/07673701211054200

Hollebeek, L. D., Clark, M. K., Hammedi, W. and Arvola, R. (2021) Cocreated brand value: theoretical model and propositions. Journal of Brand Management, 28 (4). pp. 413-428. ISSN 1479-1803 doi: https://doi.org/10.1057/s41262-021-00235-9

Behnam, M., Hollebeek, L. D., Clark, M. K. and Farabi, R. (2021) Exploring customer engagement in the product vs. service context. Journal of Retailing and Consumer Services, 60. 102456. ISSN 0969-6989 doi: https://doi.org/10.1016/j.jretconser.2021.102456

Hollebeek, L., Smith, D., Kasabov, E., Hammedi, W., Warlow, A. and Clark, M. (2021) Customer brand engagement during service lockdown. Journal of Services Marketing, 35 (2). JSM-05-2020-0199.R2. ISSN 0887-6045 doi: https://doi.org/10.1108/JSM-05-2020-0199

Mitchell, S.-L. and Clark, M. (2021) Telling a different story: how nonprofit organizations reveal strategic purpose through storytelling. Psychology and Marketing, 38 (1). pp. 142-158. ISSN 1520-6793 doi: https://doi.org/10.1002/mar.21429

Mitchell, S.-L. and Clark, M. (2021) Rethinking nonprofit brands through a volunteer lens: time for B2V. Journal of Marketing Management, 37 (5-6). pp. 464-487. ISSN 1472-1376 doi: https://doi.org/10.1080/0267257X.2020.1818804

Mitchell, S.-L. and Clark, M. (2021) Volunteer choice of nonprofit organisation: an integrated framework. European Journal of Marketing, 55 (1). pp. 63-94. ISSN 0309-0566 doi: https://doi.org/10.1108/EJM-05-2019-0427

Clark, M. K., Lages, C. R. and Hollebeek, L. D. (2020) Friend or foe? Customer engagement’s value-based effects on fellow customers and the firm. Journal of Business Research, 121. pp. 549-556. ISSN 0148-2963 doi: https://doi.org/10.1016/j.jbusres.2020.03.011

Hollebeek, L. D., Clark, M. K., Andreassen, T. W., Sigurdsson, V. and Smith, D. (2020) Virtual reality through the customer journey: framework and propositions. Journal of Retailing and Consumer Services, 55. 102056. ISSN 0969-6989 doi: https://doi.org/10.1016/j.jretconser.2020.102056

Mitchell, S.-L. and Clark, M. (2019) Reconceptualising product life-cycle theory as stakeholder engagement with non-profit organisation. Journal of Marketing Management, 35 (1-2). pp. 13-39. ISSN 1472-1376 doi: https://doi.org/10.1080/0267257X.2018.1562487

Clark, M. and Bryan, A. (2018) Are we working our customers too hard? Journal of the Institute of Telecommunications Professionals, 12 (3). pp. 22-26. ISSN 1755-9278

Clark, M. and Bryan, A. (2018) Are we working our customers too hard? (Part 2). Journal of the Institute of Telecommunications Professionals, 12 (4). pp. 21-25. ISSN 1755-9278

Dibley, A., Clark, M. and Myers, A. (2016) Emerging trends in customer management in a changing world. Journal of Emerging Trends in Marketing Management, 1 (2016). pp. 130-140. ISSN 2537-5865

Clark, M., Harrington, T. and Myers, A. (2016) Promoting excellence in customer management: emerging trends in business. Journal of Emerging Trends in Marketing and Management, 1 (2016). pp. 119-129. ISSN 2537-5865

Canhoto, A. I. and Clark, M. (2013) Customer service 140 characters at a time: the users’ perspective. Journal of Marketing Management, 29 (5-6). pp. 522-544. ISSN 1472-1376 doi: https://doi.org/10.1080/0267257X.2013.777355

Canhoto, A. I., Clark, M. and Fennemore, P. (2013) Emerging segmentation practices in the age of the social customer. Journal of Strategic Marketing, 21 (5). pp. 413-428. ISSN 1466-4488 doi: https://doi.org/10.1080/0965254X.2013.801609

Rose, S. ORCID: https://orcid.org/0000-0002-1212-8314, 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: https://doi.org/10.1016/j.jretai.2012.03.001

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: https://doi.org/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: https://doi.org/10.1080/15332660903552238

Rose, S. ORCID: https://orcid.org/0000-0002-1212-8314, 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: https://doi.org/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: https://doi.org/10.1362/026725709X429737

Hair, N., Rose, S. ORCID: https://orcid.org/0000-0002-1212-8314 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: https://doi.org/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: https://doi.org/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: https://doi.org/10.1057/palgrave.jmm.5050013

Report

Clark, M., Rose, S. ORCID: https://orcid.org/0000-0002-1212-8314 and Myers, A., (2018) The ‘dark side’ of customer relationships - determining the dark side. Report. Henley Centre for Customer Management, UK.

Clark, M. and Myers, A., (2018) Complaint handling - resolving issues. Report. Henley Centre for Customer Management

Clark, M. and Myers, A., (2018) How customer-centric are you? Report. Henley Centre for Customer Management

Clark, M. and Myers, A., (2018) Tailoring propositions for fairness and equality: case studies and best practice. Report. Henley Centre for Customer Management

Clark, M. and Myers, A., (2018) The sharing economy - implications for business. Report. Henley Centre for Customer Management

Canhoto, A. and Clark, M., (2016) Social media in the business-to-business context: use and value. Report. Henley Centre for Customer Management

Harrington, T., Dibley, A. and Clark, M., (2015) B2B customer experience factors: understanding the relationship with SME customers – interim report. Report. Henley Centre for Customer Management

Clark, M. and Wongworawit, C., (2013) Employee engagement: progress report. Report. Henley Centre for Customer Management

Perkins, N. and Clark, M., (2012) Multichannel in a complex world. Report. Henley Centre for Customer Management

Hair, N. and Clark, M., (2012) Multichannel integration evidence from the States and a review of the field. Report. Henley Centre for Customer Management

Shapiro, M., Clark, M. and Hair, N., (2012) Exploring online community participation. Report. Henley Centre for Customer Management

Dibley, A., Yenicioglu, B. and Clark, M., (2012) How collaborative innovation and co-creation can deliver value: a stakeholder approach. Report. Henley Centre for Customer Management

Canhoto, A. I. and Clark, M., (2011) Complaints management 2.0: dealing with unhappy customers when everybody has an audience. Report. Henley Centre for Customer Management

Clark, M., Bryan, A. and Shapiro, M., (2011) Developing a social media strategy. Report. Henley Centre for Customer Management

Dibley, A. and Clark, M., (2011) Enabling sustainability in a business-to-business context: how can suppliers enable and support their clients' sustainability initiatives most effectively? Report. Henley Centre for Customer Management

Harrington, T. and Clark, M., (2011) Homeworking. Report. Henley Centre for Customer Management

Dibley, A. and Clark, M., (2011) How to implement best practice in strategic partnerships: an outsource supplier and client perspective. Report. Henley Centre for Customer Management

Fennemore, P., Canhoto, A. I. and Clark, M., (2011) An investigation of existing and emerging segmentation practices in online social media networks. Report. Henley Centre for Customer Management

Rose, S. ORCID: https://orcid.org/0000-0002-1212-8314, Clark, M., Samouel, P. and Hair, N., (2011) An investigation of online customer experience: understanding the drivers and consequences of a positive online customer experience in the e-retailing context. Report. Henley Centre for Customer Management

Dibley, A. and Clark, M., (2009) Best practice in managing relationships with outsource partners: an outsource supplier and client perspective. Report. Henley Centre for Customer Management

Bryan, A., Harrington, T. and Clark, M., (2009) Best practices in customer relationship management in the B2G market. Report. Henley Centre for Customer Management

Palmer, R., Hair, N. and Clark, M., (2009) Co-creation and the customer experience. Report. Henley Centre for Customer Management

Hair, N., Yenicioglu, B. and Clark, M., (2009) The commercialisation of social media. Report. Henley Centre for Customer Management

Rose, S. ORCID: https://orcid.org/0000-0002-1212-8314, Clark, M. and Hair, N., (2009) The key influences upon a positive online customer experience. Report. Henley Centre for Customer Management

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

Dibley, A. and Clark, M., (2008) Corporate social responsibility: key issues and linkages with customer experience. Report. Henley Centre for Customer Management

Coxhead, H. and Clark, M., (2008) Managing the customer experience through intermediaries. Report. Henley Centre for Customer Management

Hair, N., Rose, S. ORCID: https://orcid.org/0000-0002-1212-8314 and Clark, M., (2008) Web quality and research update. Report. Henley Centre for Customer Management

Clark, M. and Myers, A., (2007) Customer experience and online shopping - measuring success. Report. Henley Centre for Customer Management

Hair, N., Rose, S. ORCID: https://orcid.org/0000-0002-1212-8314 and Clark, M., (2007) Exploring the optimal customer experience online. Report. Henley Centre for Customer Management

Glas, M. and Clark, M., (2007) How companies can switch customers to the use of low cost channels without risking the customer relationship. Report. Henley Centre for Customer Management

Bailey, C. and Clark, M., (2007) How companies use customer insight in inbound service call centres to drive cross-selling, up-selling and retention: an exploratory multiple case study. Report. Henley Centre for Customer Management

Wilson, H. and Clark, M., (2007) Manging the multichannel customer experience. Report. Henley Centre for Customer Management

Bailey, C. and Clark, M., (2006) How companies use customer insight to drive customer acquisition, retention, and development: an exploratory multiple case study. Report. Henley Centre for Customer Management

Clark, M. and Harrington, T., (2006) Organisational climate research. Report. Henley Centre for Customer Management

Lemke, F., Clark, M. and Wilson, H., (2006) What makes a great customer experience. Report. Henley Centre for Customer Management

Smith, B., Wilson, H. and Clark, M., (2005) From data to dividends: what makes some firms better than others at turning information into value? Report. Henley Centre for Customer Management

Mouncey, P. and Clark, M., (2005) Outsourcing. Report. Henley Centre for Customer Management

Mouncey, P. and Clark, M., (2004) Data: the weakest link or the core strength in CRM strategy. Report. Henley Centre for Customer Management

Clark, M. K., Smith, B. D. and McDonald, M. H. B., (2004) Understanding the devil: uncovering the detail of how effective CRM is implemented. Report. Henley Centre for Customer Management

Clark, M., McDonald, M. and Smith, B., (2002) Achieving excellence in customer relationship management. Report. Henley Centre for Customer Management

Conference or Workshop Item

El Gendi, R. and Clark, M. (2018) New influencing dimensions to creating a climate for innovation – case of the Egyptian telecommunications industry. In: British Academy of Management, 4-6 September 2018, Bristol Business School, University of the West of England, Bristol, UK.

Mitchell, S. L. and Clark, M. (2017) Fifty years on, is Life Cycle Theory still relevant? An exploration and development of Life Cycle Models within the contemporary non-profit context. In: British Academy of Management Conference, September 5th - 7th 2017, British Academy of Management Conference, Warwick Business School, pp. 1-26.

Rose, S. ORCID: https://orcid.org/0000-0002-1212-8314, 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)