Services marketing: our publications

McLean, G., & Osei-Frimpong, K. (Accepted/In press). Chat to an advisor now… Examining the variables influencing the use of online live chat. Technological Forecasting and Social Change.

McLean, G., & Osei-Frimpong, K. (2019). Hey Alexa… examine the variables influencing the use of artificial intelligent in-home voice assistants. Computers in Human Behavior, 99, 28-37.

McLean, G. (2018). Examining the determinants and outcomes of mobile app engagement- a longitudinal perspective. Computers in Human Behaviour.

Osei-Frimpong, K., & McLean, G. (2017). Examining online social brand engagement: a social presence theory perspective. Technological Forecasting and Social Change, 1-13

Bryce, D., Murdy, S., & Alexander, M. (2017). Diaspora, authenticity and the imagined past. Annals of Tourism Research, 66, 49-60.

Hamilton, K., & Alexander, M. (2017). Spatial, temporal and social dimensions of a ‘destination-in-motion’. European Journal of Marketing, 51(11/12), 2101-2117.

Wilson, A., & Bush, L. (Eds.) (2017). From Classroom to Boardroom: Inspirational Studies from Hospitality's Emerging Leaders. London.

McLean, G., & Osei-Frimpong, K. (2017). Examining satisfaction with the experience during a live chat service encounter- implications for website providers. Computers in Human Behaviour, 76, 494-508.

McLean, G. J. (2017). Investigating the online customer experience – a B2B perspective. Marketing Intelligence and Planning , 35(5), 657-672.

Frimpong, K., Al-Shuridah, O., Wilson, A., & Asafo-Adjei Sarpong, F. (2017). Effect of inherent innovativeness and consumer readiness on attitudes to mobile banking. Journal of Financial Services Marketing , 22(4), 187–201.

Osei-Frimpong, K, Wilson, A & Lemke, F. (2016), 'Patient co-creation activities in healthcare service delivery at the micro level: The influence of online access to healthcare information', Technological Forecasting & Social Change

McLean, G., & Wilson, A. (2016). Evolving the online customer experience … is there a role for online customer support? Computers in Human Behaviour, 60, 602-610.

Wilson, A., Zeithaml, V., Bitner, M. J., & Gremler, D. (2016). Services Marketing: Integrating Customer Focus Across the Firm. (3rd European ed.) UK

Stankovic, T., Tonner, A., & Wilson, A. (2016). "I know what I like": Parallel tastes in fine art consumption. Advances in Consumer Research, 44, 343-347.

Alexander, M., Bryce, D., & Murdy, S. (2016), Delivering the Past Providing Personalised Ancestral Tourism Experiences. Journal of Travel Research

Alexander, M., & Hamilton, K. (2016). Recapturing place identification through community heritage marketing. European Journal of Marketing, 50(7/8), 1118-1136.

Murdy, S., Alexander, M., & Bryce, D. (2016). Role conflict and changing heritage practice: ancestral tourism in Scotland. Journal of Marketing Management, 32(15-16), 1494-1512.

McLean, G & Wilson, A. (2016), Evolving the online customer experience … is there a role for online customer support? Computers in Human Behaviour, vol 60, pp 602 to 610

Alexander, M., & Hamilton, K. (2015). A 'placeful' station? The community role in place making and improving hedonic value at local railway stations. Transportation Research Part A: Policy and Practice, 82, 65-77.

Osei-Frimpong, K., Wilson, A., & Owusu-Frimpong, N. (2015). Service experiences and dyadic value cocreation in healthcare service delivery: a CIT approach. Journal of Service Theory and Practice, 25(4), 443-462.

Radomir, L., Plǎiaș, I., & Wilson, A. (2015). Bank service and relationship quality as drivers of consumers' attitudinal loyalty. Romanian Journal of Marketing, 2015(2), 80-92.

Jaakkola, E., & Alexander, M. (2014), The Role of Customer Engagement Behaviour in Value Co-Creation, A Service System Perspective. Journal of Service Research, 17(3), 247 to 261

MacGillavry, K & Wilson, A. (2014), 'Delivering loyalty via customer experience management at DHL Freight', Global Business & Organisation Excellence, vol 33, no 6, pp 6 to 20