Publications

You can download free copies of many publications here. There’s a sample chapter from the 3rd edition of my best selling textbook, Customer Relationship Management: Concepts and Technologies. There are also a number of papers that have been published in academic journals. They are written in a style designed to please journal editors and reviewers, but this doesn’t suit every reader. If you aren’t familiar with this writing style, go ahead with the download but just read the Abstract and the Conclusions, Discussion and Implications sections. Click on the “Free – Purchase” button, and you can download the item by clicking on the link in the email sent to your nominated email account.

 

Chapter 1, free sample chapter, from Customer Relationship Management: Concepts and Technologies, 3rd edition (2015), by Francis Buttle and Stan Maklan. This is the best-selling textbook adopted by universities around…

Research paper by Lars Groeger and Francis Buttle, in European Journal of Marketing. This paper highlights some problems in the way word of mouth marketing campaign results are measured. Most…

Research paper by Francis Buttle, in European Journal of Marketing. This paper presents a critical review of the world's most widely used service quality measurement and management model - SERVQUAL…

Research paper by Rizal Ahmad and Francis Buttle, in Journal of Business and Industrial Marketing. Investigates how one industrial chemicals company has gone about improving customer retention through adaptation and bonding.…

Research paper by Martin Williams and Francis Buttle, in Journal of Marketing Management. Examines how different company work groups - sales, marketing, PR, advertising and senior management - recognise and…

Research paper by Sergio Biggemann and Francis Buttle, in Journal of Business Research. This article presents a new taxonomy of business relationship value consisting of four dimensions: personal, financial, knowledge and strategic…

Research paper by Reiny Iriana, Francis Buttle and Lawrence Ang, in Journal of Marketing Management. The article explores whether there is any association between organisational culture and CRM financial outcomes.…

This research paper by Lawrence Ang and Francis Buttle, published in European Journal of Marketing shows how complaint handling is strongly associated with excellent customer retention. Customer retention has been a…

This research paper by Francis Buttle, published in International Journal of Advertising reviews and critiques over 100 textbooks' commentary on how marketing communication works. Students of advertising and other forms…


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