xxx Contributors
Adrian Palmer is Professor of Marketing at the University of Gloucestershire. Before joining
academia he held marketing management positions within the travel industry. In recent years he
has published extensively on the subject of relationship marketing and customer loyalty in
publications which include European Journal of Marketing,Journal of Marketing Management,Journal
of Services Marketing,International Business ReviewandAnnals of Tourism Research. He is a member of
the editorial review board for Journal of Marketing Management,European Journal of Marketingand
Journal of Vacation Marketing. He is a Fellow of the Chartered Institute of Marketing and a Chartered
Marketer. During his academic career he has spent time teaching abroad and giving guest lectures
in a number of countries, including the United States, Australia, the Far East, India and Eastern
Europe.
Adrian Payne, PhD, MSc, MEd, FRMIT, FCIM is Professor of Services and Relationship Marketing
and Director of the Centre for Customer Relationship Management at the Cranfield School of
Management, Cranfield University. 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 appointments in corporate
planning and marketing. He is an author of six books on relationship marketing and customer
relationship management. His research interests are in customer retention economics; the impact
of IT on CRM and marketing strategy and planning in service businesses. Adrian is a frequent
keynote speaker at public and in-company seminars and conferences around the world. He also
acts as a consultant and educator to many service organizations, professional service firms and
manufacturing companies.
Ken Peattieis a Professor of Marketing and Strategy at Cardiff Business School, which he joined in
- Before becoming an academic, he worked in marketing and systems analysis for an American
paper multinational, and as a strategic planner within the UK electronics industry. He has been
researching into the business implications of environmentalism for almost fifteen years, and is the
author of Environmental Marketing Management: Meeting the Green Challenge (Pitman, 1995) and Green
Marketing(Pitman, 1992). He has also written a range of journal articles and book chapters on the
implications of environmentally related issues for corporate and marketing strategies, and on the
greening of management education. His books have been translated into languages included
Japanese, Swedish and Chinese. In 2001 he became Director of the ESRC Research Centre for
Business Relationships, Accountability, Sustainability and Society (BRASS), a joint venture between
Cardiff’s Schools of Business and of Law, and its Department of City and Regional Planning. His
other research interests include innovations in sales promotion, social marketing, and corporate
social responsibility.
Sue Peattie, BA, MA, PGCE(FE), PhD is a Lecturer in Marketing at Cardiff Business School. She has
taught a variety of undergraduate and postgraduate courses in both marketing and statistics since
1986, after completing a masters degree in economics at Simon Fraser University in Vancouver. Her
research interests and publications concentrate on the application of sales promotions in different
sectors, and the use of social marketing in promoting both health and environmental causes.
Nigel F. PiercyBA, MA, PhD, DipM, FinstM is Professor of Strategic Marketing and Director of the
Strategic Sales Research Consortium at Cranfield School of Management, Cranfield University. In
addition, he has held visiting professor positions at: Texas Christian University; the Fuqua School
of Business, Duke University; and the Columbia Graduate School of Business, New York. He was