Position/Role:

• Professor of Marketing
• Director, Master of Marketing program

Schools/Unit:  School of Marketing

Contact Details:

• Quadrangle Building, Level 3, Room 3048
• Phone:  +61 2 9385 3390
• Fax:  +61 2 9663 1985
• Email: a.payne@unsw.edu.au

Qualifications:

• PhD (Melbourne)

• MSc (Aston)

• MEd in Higher Education (Melbourne)

• Diploma in Marketing (Chartered Institute of Marketing)
• Fellowship and Associate Diplomas in Electrical Engineering (RMIT)

Current Research Projects:

• Repurchase Commitment Model for Consumer Services
• Customer Retention for Services
• Customer Advocacy
• Developing the Potential of Referral Markets
• Professional Service Firm Marketing

Teaching Interests:

• Relationship Marketing
• CRM
• Services Marketing
• Marketing Strategy 

Subjects being taught: 

• Advanced Marketing Strategy
• CRM
• Professional Services Marketing
• Marketing Management
• Publications:

Publications:

Recent publications

Editorial Board Membership

• Journal of Service Research
• International Journal of Service Industry Management
• Journal of Relationship Marketing
• International Journal of Services Technology and Management
• The IBM Review of Business Strategy, Management and Systems in Financial Services
• Décisions Marketing
• Prometo Technical - Scientific Series
  

Occasional reviewer for:

• Journal of Marketing
• Journal of the Academy of Marketing Science (JAMS)
• Journal of Retailing
• Journal of International Business Studies
• Journal of Operations Management
• Journal of Marketing Management
• International Journal of Business Performance Management, etc.

Awards

• Winner Best Conceptual Paper Award, University of Otago, 2005.
• Award in recognition of past contribution to International Colloquium in Relationship Marketing, ICRM, 2002
• Best-ranked contribution, Frontiers in Services Conference, Vanderbilt University, 1995
• Winner Best Paper Award, Annual Conference of the Australian and New Zealand Academy of Management, 1994
• Winner Erik Johnsen Best Paper Award, Management and Business Economics Journal, 1993
• Winner Best Paper Award, Academy of Management Annual Meeting (USA), Managerial Consultation Division, 1992

Positions Held

Current:

• 2006 – present: Professor, School of Marketing, UNSW
• 2007- present: Adjunct Professor, Cranfield University, UK.

Previous:

• Professor of Services & Relationship Marketing; Academic Leader, Marketing Group; and Director Centre for CRM and, Cranfield University, UK.
• Senior Lecturer, University of Melbourne Business School

Professional Memberships

• Fellow, Chartered Institute of Marketing
• Fellow, Institute of Directors (UK)

• Member, American Marketing Association

Background:

Adrian Payne is Professor of Marketing at the University of New South Wales. He is a frequent keynote speaker at public and in-company seminars and conferences around the world. He has practical experience in marketing, market research, corporate planning and general management. His previous appointments include positions as Chief Executive for a manufacturing company and he has also held senior company appointments in strategic planning and marketing. He has worked widely in the IT, financial services professional services, telecoms, and utilities sectors He has also worked with many manufacturing firms and government departments. He is Chairman of the Advisory Board of Vectia Ltd. a leading European consultancy firm specialising in CRM.

His research has appeared in a wide range of journals, including the Journal of Marketing, Industrial Marketing Management, Marketing Theory, European Journal of Marketing, British Journal of Management, Journal of Strategic Marketing, International Journal of Bank Marketing, Australasian Journal of Marketing, Journal of International Business Studies, Long Range Planning, Scandinavian Journal of Management, Décision Marketing, Australian Psychologist, European Management Journal, Human Relations, Business Horizons, Journal of General Management, Journal of Business Strategy, Journal of Management Consulting, etc.

He is an author of fourteen books including the first text to be published on Relationship Marketing. His books include: CRM: Perspectives from the Market Place Butterworth-Heinemann 2003, Relationship Marketing: Creating Stakeholder Value Butterworth-Heinemann 2002.Creating a Company for Customers FT/PrenticeHall 2001, Relationship Marketing: Strategy and Implementation Butterworth-Heinemann 1999, Relationship Marketing for Competitive Advantage Butterworth-Heinemann 1998, Advances in Relationship Marketing Kogan Page 1997, Marketing Planning for Service Businesses, Butterworth Heinemann, 1995 and The Essence of Services Marketing (Prentice Hall, 1993).His new book The Handbook of CRM was published in 2006.

He has run many workshops and executive programmes in CRM, Marketing Strategy, Customer Retention and Services Marketing, and has lectured at over twenty leading academic institutions around the world including: Darden School, University of Virginia; Northwestern University; INSEAD; IMD; London Business School; Oxford University; and Cambridge University.