2025

Sprott, D. E., Hollebeek, L. D., Sigurdsson, V., Clark, M. K. ORCID: https://orcid.org/0000-0002-7123-4248 and Urbonavicius, S. (2025) Avatars' phygital social presence in the metaverse: an engaged theory perspective. Psychology & Marketing. ISSN 1520-6793 doi: 10.1002/mar.22191

Saha, V., Hollebeek, L. D., Venkatesh, M., Goyal, P. and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248 (2025) Value co-creation: a metatheory unifying framework and fundamental propositions. Marketing Intelligence and Planning. ISSN 0263-4503 doi: 10.1108/MIP-03-2024-0163

2024

Hollebeek, L. D., Srivastava, R. K., Clark, M. K. ORCID: https://orcid.org/0000-0002-7123-4248, Urbonavicius, S. and Lim, W. M. (2024) Crafting conceptual proposition-based contributions in psychology and marketing: the 7C framework. Psychology and Marketing, 41 (10). pp. 2396-2411. ISSN 1520-6793 doi: 10.1002/mar.22055

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. ORCID: https://orcid.org/0000-0002-7123-4248 (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: 10.1111/joss.12897

2023

Hollebeek, L. D., Menidjel, C., Itani, O. S., Clark, M. K. ORCID: https://orcid.org/0000-0002-7123-4248 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: 10.1108/APJML-08-2022-0654

Hollebeek, L. D., Urbonavicius, S., Sigurdsson, V., Arvola, R. and Clark, M. K. ORCID: https://orcid.org/0000-0002-7123-4248 (2023) Customer journey value: a conceptual framework. Journal of Creating Value, 9 (1). pp. 8-26. ISSN 2454-213X doi: 10.1177/23949643231157155

Hollebeek, L. D., Kumar, V., Srivastava, R. K. and Clark, M. K. ORCID: https://orcid.org/0000-0002-7123-4248 (2023) Moving the stakeholder journey forward. Journal of the Academy of Marketing Science, 51 (1). pp. 23-49. ISSN 1552-7824 doi: 10.1007/s11747-022-00878-3

Hair, N., Akdevelioglu, D. ORCID: https://orcid.org/0000-0002-5156-6384 and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248 (2023) The philosophical and methodological guidelines for ethical online ethnography. International Journal of Market Research, 65 (1). pp. 12-28. ISSN 1470-7853 doi: 10.1177/14707853221137459

El Gendi, R. and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248 (2023) Exploring climate for innovation in the telecommunications industry in an emerging market context. Journal of Business and Management Sciences, 11 (4). pp. 254-265. ISSN 2333-4495 doi: 10.12691/jbms-11-4-5

Bakhsh, N. N., Hollebeek, L. D., Riivits-Arkonsuo, I., Clark, M. K. ORCID: https://orcid.org/0000-0002-7123-4248 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: 10.15388/omee.2023.14.92

2022

Mitchell, S.-L. ORCID: https://orcid.org/0000-0002-2286-9941 and Clark, M. K. ORCID: https://orcid.org/0000-0002-7123-4248 (2022) Rethinking nonprofit service disintermediation through service communication interactions. Journal of Service Management, 33 (4/5). pp. 758-773. ISSN 1757-5818 doi: 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. ORCID: https://orcid.org/0000-0002-7123-4248, 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: 10.1002/mar.21647

Hollebeek, L. D., Sharma, T. G., Pandey, R., Sanyal, P. and Clark, M. K. ORCID: https://orcid.org/0000-0002-7123-4248 (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: 10.1108/JPBM-01-2021-3301

Hollebeek, L. D. ORCID: https://orcid.org/0000-0002-1282-0319, Urbonavicius, S., Sigurdsson, V., Clark, M. K. ORCID: https://orcid.org/0000-0002-7123-4248, 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: 10.1080/02642069.2022.2026334

Hollebeek, L. D., Muñiz-Martínez, N., Clark, M. K. ORCID: https://orcid.org/0000-0002-7123-4248, 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: 10.15388/omee.2022.13.80

2021

Hollebeek, L. D., Sprott, D. E., Sigurdsson, V. and Clark, M. K. ORCID: https://orcid.org/0000-0002-7123-4248 (2021) Social influence and stakeholder engagement behavior conformity, compliance, and reactance. Psychology and Marketing, 39 (1). pp. 90-100. ISSN 1520-6793 doi: 10.1002/mar.21577

Hollebeek, L. D., Clark, M. K. ORCID: https://orcid.org/0000-0002-7123-4248 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: 10.1177/2051570720961986

Hollebeek, L. D., Clark, M. K. ORCID: https://orcid.org/0000-0002-7123-4248 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: 10.1177/07673701211054200

Hollebeek, L. D., Clark, M. K. ORCID: https://orcid.org/0000-0002-7123-4248, 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: 10.1057/s41262-021-00235-9

Behnam, M., Hollebeek, L. D., Clark, M. K. ORCID: https://orcid.org/0000-0002-7123-4248 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: 10.1016/j.jretconser.2021.102456

Hollebeek, L., Smith, D., Kasabov, E., Hammedi, W., Warlow, A. and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248 (2021) Customer brand engagement during service lockdown. Journal of Services Marketing, 35 (2). JSM-05-2020-0199.R2. ISSN 0887-6045 doi: 10.1108/JSM-05-2020-0199

Mitchell, S.-L. and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248 (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: 10.1002/mar.21429

Mitchell, S.-L. and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248 (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: 10.1080/0267257X.2020.1818804

Mitchell, S.-L. and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248 (2021) Volunteer choice of nonprofit organisation: an integrated framework. European Journal of Marketing, 55 (1). pp. 63-94. ISSN 0309-0566 doi: 10.1108/EJM-05-2019-0427

2020

Clark, M. K. ORCID: https://orcid.org/0000-0002-7123-4248, 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: 10.1016/j.jbusres.2020.03.011

Hollebeek, L. D., Clark, M. K. ORCID: https://orcid.org/0000-0002-7123-4248, 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: 10.1016/j.jretconser.2020.102056

2019

Mitchell, S.-L. and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248 (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: 10.1080/0267257X.2018.1562487

2018

Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248, 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. ORCID: https://orcid.org/0000-0002-7123-4248 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. ORCID: https://orcid.org/0000-0002-7123-4248 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

Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248 and Myers, A., (2018) Complaint handling - resolving issues. Report. Henley Centre for Customer Management

Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248 and Myers, A., (2018) How customer-centric are you? Report. Henley Centre for Customer Management

El Gendi, R. and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248 (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.

Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248 and Myers, A., (2018) Tailoring propositions for fairness and equality: case studies and best practice. Report. Henley Centre for Customer Management

Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248 and Myers, A., (2018) The sharing economy - implications for business. Report. Henley Centre for Customer Management

2017

Mitchell, S. L. and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248 (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.

2016

Canhoto, A. and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248, (2016) Social media in the business-to-business context: use and value. Report. Henley Centre for Customer Management

Dibley, A., Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248 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. ORCID: https://orcid.org/0000-0002-7123-4248, 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

2015

Harrington, T., Dibley, A. and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248, (2015) B2B customer experience factors: understanding the relationship with SME customers – interim report. Report. Henley Centre for Customer Management

2013

Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248 and Wongworawit, C., (2013) Employee engagement: progress report. Report. Henley Centre for Customer Management

Canhoto, A. I. and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248 (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: 10.1080/0267257X.2013.777355

Canhoto, A. I., Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248 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: 10.1080/0965254X.2013.801609

2012

Perkins, N. and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248, (2012) Multichannel in a complex world. Report. Henley Centre for Customer Management

Hair, N. and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248, (2012) Multichannel integration evidence from the States and a review of the field. Report. Henley Centre for Customer Management

Shapiro, M., Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248 and Hair, N., (2012) Exploring online community participation. Report. Henley Centre for Customer Management

Rose, S. ORCID: https://orcid.org/0000-0002-1212-8314, Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248, 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

Dibley, A., Yenicioglu, B. and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248, (2012) How collaborative innovation and co-creation can deliver value: a stakeholder approach. Report. Henley Centre for Customer Management

2011

Lemke, F., Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248 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

Canhoto, A. I. and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248, (2011) Complaints management 2.0: dealing with unhappy customers when everybody has an audience. Report. Henley Centre for Customer Management

Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248, Bryan, A. and Shapiro, M., (2011) Developing a social media strategy. Report. Henley Centre for Customer Management

Dibley, A. and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248, (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. ORCID: https://orcid.org/0000-0002-7123-4248, (2011) Homeworking. Report. Henley Centre for Customer Management

Dibley, A. and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248, (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. ORCID: https://orcid.org/0000-0002-7123-4248, (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. ORCID: https://orcid.org/0000-0002-7123-4248, 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

2010

Hair, N., Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248 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. ORCID: https://orcid.org/0000-0002-1212-8314, Hair, N. and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248 (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

2009

Dibley, A. and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248, (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. ORCID: https://orcid.org/0000-0002-7123-4248, (2009) Best practices in customer relationship management in the B2G market. Report. Henley Centre for Customer Management

Palmer, R., Hair, N. and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248, (2009) Co-creation and the customer experience. Report. Henley Centre for Customer Management

Bailey, C., Baines, P. R., Wilson, H. and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248 (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. ORCID: https://orcid.org/0000-0002-1212-8314 and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248 (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

Hair, N., Yenicioglu, B. and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248, (2009) The commercialisation of social media. Report. Henley Centre for Customer Management

Rose, S. ORCID: https://orcid.org/0000-0002-1212-8314, Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248 and Hair, N., (2009) The key influences upon a positive online customer experience. Report. Henley Centre for Customer Management

2008

Rose, S. ORCID: https://orcid.org/0000-0002-1212-8314, Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248 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. ORCID: https://orcid.org/0000-0002-7123-4248 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. ORCID: https://orcid.org/0000-0002-7123-4248 (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)

Harrington, T., Lee, S. and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248, (2008) Public services: putting people first. Report. House of Commons

Dibley, A. and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248, (2008) Corporate social responsibility: key issues and linkages with customer experience. Report. Henley Centre for Customer Management

Coxhead, H. and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248, (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. ORCID: https://orcid.org/0000-0002-7123-4248, (2008) Web quality and research update. Report. Henley Centre for Customer Management

2007

Wilson, H., Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248 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

Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248 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. ORCID: https://orcid.org/0000-0002-7123-4248, (2007) Exploring the optimal customer experience online. Report. Henley Centre for Customer Management

Glas, M. and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248, (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. ORCID: https://orcid.org/0000-0002-7123-4248, (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. ORCID: https://orcid.org/0000-0002-7123-4248, (2007) Manging the multichannel customer experience. Report. Henley Centre for Customer Management

Hair, N. and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248 (2007) The ethical dilemmas and challenges of ethnographic research in electronic communities. International Journal of Market Research, 49 (6).

2006

Smith, B., Wilson, H. and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248 (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

Bailey, C. and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248, (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. ORCID: https://orcid.org/0000-0002-7123-4248 and Harrington, T., (2006) Organisational climate research. Report. Henley Centre for Customer Management

Lemke, F., Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248 and Wilson, H., (2006) What makes a great customer experience. Report. Henley Centre for Customer Management

2005

Smith, B., Wilson, H. and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248, (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. ORCID: https://orcid.org/0000-0002-7123-4248, (2005) Outsourcing. Report. Henley Centre for Customer Management

2004

Mouncey, P. and Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248, (2004) Data: the weakest link or the core strength in CRM strategy. Report. Henley Centre for Customer Management

Clark, M. K. ORCID: https://orcid.org/0000-0002-7123-4248, 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

2002

Clark, M. ORCID: https://orcid.org/0000-0002-7123-4248, McDonald, M. and Smith, B., (2002) Achieving excellence in customer relationship management. Report. Henley Centre for Customer Management