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Dr Graeme McLean



Personal statement

My research and teaching interests lie within services marketing, customer experience and digital technologies. In particuar I am interested in exploring the online customer experience. I actively explore the role of new technology and its implications for marketing (digital marketing) and in particular how technology influences services.

Before joining the department of marketing, I studied at both undergraduate and postgraduate level at The University of Strathclyde where I obtained my PhD. I have worked in numerous marketing and consultancy roles and was previously a Lecturer in Marketing at The University of the West of Scotland. 

I have presented at a number of international academic conferences in countries such as China, Italy, Denmark and Portugal. 



Has expertise in:

    Customer Service, Customer Experience, Digital Marketing


Examining attitudes towards M-commerce applications… What does it mean for retailers?
McLean Graeme, Osei-Frimpong Kofi, Al-Nabhani Khalid
Developments in Marketing ScienceDevelopments in Marketing Science: Proceedings of the Academy of Marketing Science Vol 2018, (2018)
Examining the service engagement process in value co-creation in healthcare service delivery : a multi-level perspective
Osei-Frimpong Kofi, Wilson Alan, Lemke Fred, McLean Graeme
European Marketing Academic Annual Conference: EMAC 2018, (2018)
Developing a mobile application customer experience model (MACE) - implications for retailers
McLean Graeme, Al-Nabhani Khalid , Wilson Alan
Journal of Business Research Vol 85, pp. 325-336, (2018)
Examining the determinants and outcomes of mobile app engagement- a longitudinal perspective
McLean Graeme
Computers in Human Behavior, (2018)
The role of social media presence, responsiveness, and interactivity in enhancing key relationship strength indicators within B2B contexts : the customer's perspective
Karampela Maria, Lacka Ewelina, McLean Graeme
European Marketing Academy Conference 2018, pp. 1-7, (2018)
Examining satisfaction with the experience during a live chat service encounter- implications for website providers
McLean Graeme, Osei-Frimpong Kofi
Computers in Human Behavior Vol 76, pp. 494-508, (2017)

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