B

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

C

Canhoto, A. (2007) Ontology-based interpretation and validation of mined knowledge: normative and cognitive factors in data mining. In: Nigro, H.O., Cisaro, S.E.G. and Xodo, D.H. (eds.) Data mining with ontologies: implementations, findings, and frameworks. IGI Global, Hershey, PA, pp. 84-105. ISBN 9781599046181

Canhoto, A. and Backhouse, J. (2007) Profiling under conditions of ambiguity: an application in the financial services industry. Journal of Retailing and Consumer Services, 14 (6). pp. 408-419. ISSN 0969-6989 doi: https://doi.org/10.1016/j.jretconser.2007.02.006 (special issue 'Data Mining Applications in Retailing and Consumer Services')

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

G

Garforth, C., Phillips, C. and Bhatia-Panthaki, S., eds. (2007) DSA 2006 annual conference: The private sector, poverty reduction and international development. Journal of International Development (special issue), 19 (6). Wiley.

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

H

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

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

Hillenbrand, C. ORCID: https://orcid.org/0000-0002-2929-5098 and Money, K. (2007) Corporate responsibility and corporate reputation: two separate concepts or two sides of the same coin? Corporate Reputation Review, 10 (4). pp. 261-277. ISSN 1479-1889 doi: https://doi.org/10.1057/palgrave.crr.1550057

Hillenbrand, C. ORCID: https://orcid.org/0000-0002-2929-5098 and Money, K. (2007) So messen Sie, ob sich Gutes lohnt. Harvard Business Manager. pp. 36-44.

J

James, D. (2007) Guilty through association: brand association transfer to brand alliance. In: Gopalakrishnan, P.S. (ed.) Brand alliances: new models of networking. ICFAI University Press, pp. 41-65. ISBN 9788131408452

M

Money, K., Money, A., Downing, S. and Hillenbrand, C. ORCID: https://orcid.org/0000-0002-2929-5098 (2007) Relationship marketing and the not-for-profit sector: an extension and application of the commitment-trust theory. In: Sargeant, A. and Wymer, W. (eds.) The Routledge companion to nonprofit marketing. Routledge, London, pp. 28-48. ISBN 9780415417273

P

Palmer, R., Cockton, J. and Cooper, G. (2007) Managing marketing: marketing success through good management practice. Elsevier, Oxford, pp392. ISBN 9780750668989

Palmer, R. (2007) The transaction-relational continuum: conceptually elegant but empirically denied. Journal of Business and Industrial Marketing, 22 (7). pp. 439-451. ISSN 0885-8624 doi: https://doi.org/10.1108/08858620710828827

Phillips, C. and Bhatia-Panthaki, S. (2007) Enterprise development in Zambia: reflections on the missing middle. Journal of International Development, 19 (6). pp. 793-804. ISSN 1099-1328 doi: https://doi.org/10.1002/jid.1402

S

Stride, H. and Lee, S. (2007) No Logo? No way. Branding in the non-profit sector. Journal of Marketing Management, 23 (1-2). pp. 107-122. ISSN 1472-1376 doi: https://doi.org/10.1362/026725707X178585

W

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

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