Francis A. Buttle

Francis A. Buttle's AcademicInfluence.com Rankings

Francis A. Buttle

Business

#821

World Rank

#902

Historical Rank

Marketing

#97

World Rank

#97

Historical Rank

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Business

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Francis A. Buttle's Published Works

Number of citations in a given year to any of this author's works

Total number of citations to an author for the works they published in a given year. This highlights publication of the most important work(s) by the author

Published Works

SERVQUAL: review, critique, research agenda (1996) (1796)
Word of mouth: understanding and managing referral marketing (1998) (959)
Relationship Marketing: Theory and Practice (1996) (310)
Customer Relationship Management: Concepts and Technologies (2015) (304)
ISO 9000: marketing motivations and benefits (1997) (302)
Assessing Relationship Quality (2000) (292)
SYSTRA‐SQ: a new measure of bank service quality (2002) (269)
A Repertory Grid Analysis Of Austria's Image As A Summer Vacation Destination (1989) (257)
Customer Relationship Management : Concepts and tools (2004) (240)
Customer retention management processes: A quantitative study (2006) (208)
Does service failure influence customer loyalty (2002) (206)
Customer retention management: a reflection of theory and practice (2002) (181)
Shopping Motives Constructionist Perspective (1992) (134)
Customer retention: a potentially potent marketing management strategy (2001) (133)
Hospitality Marketing : An Introduction (2004) (121)
Consumer involvement in financial services: An empirical test of two measures (2001) (106)
Beyond satisfaction: customer attachment to retail banks (2005) (101)
Hotel marketing strategy and the theory of reasoned action (1996) (101)
Strategic, Operational, and Analytical Customer Relationship Management (2007) (96)
Customer relationship management : concept and tools (2014) (82)
Intrinsic value of business-to-business relationships : an empirical taxonomy (2012) (79)
Customer Relationship Management -2/E.: Concepts and Technologies (2009) (75)
A multivariate analysis of hotel benefit bundles and choice trade-offs (1988) (71)
CRM software applications and business performance (2006) (62)
Managing For Successful Customer Acquisition: An Exploration (2006) (61)
Understanding Relationships (2019) (58)
Retaining business customers through adaptation and bonding: a case study of HDoX (2001) (53)
Word-of-mouth marketing influence on offline and online communications: Evidence from case study research (2014) (53)
The fan as customer: customer service in sports marketing. (1995) (53)
Sales Force Automation: Review, Critique, Research Agenda (2006) (51)
What Do People Do With Advertising (1991) (49)
Hotel and Food Service Marketing: A Managerial Approach (1986) (48)
The Theory and Practice of Customer Bonding (2002) (46)
Retaining telephone banking customers at Frontier Bank (2002) (46)
The Eight Pillars of WOM Management: Lessons from a Multiple Case Study (2011) (44)
Marketing Communication Theory: What do the Texts Teach Our Students? (1995) (42)
Business-to-Business Relationships (1996) (40)
ROI on CRM: a customer-journey approach (2002) (39)
Managing negative word-of-mouth: an exploratory study (2014) (38)
An investigation of the willingness of UK certificated firms to recommend ISO 9000 (1996) (37)
The Co‐ordinated Management of Meaning: A Case Exemplar of a New Consumer Research Technology (1994) (36)
Questionnaire Colour and Mail Survey Response Rate (1997) (36)
Retail Space Allocation (1984) (36)
Relating Word-of-Mouth to Corporate Reputation (2012) (36)
Coordinated interaction and paradox in business relationships (2009) (34)
Customer Relationship Management, 2nd Edition (2011) (34)
Word-of-Mouth Marketing: Towards an Improved Understanding Of Multi-Generational Campaign Reach (2014) (32)
The social construction of needs (1989) (31)
Does organisational culture influence CRM's financial outcomes? (2013) (30)
European Journal of Marketing 30 , 1 8 SERVQUAL : review , critique , research agenda (1996) (29)
The S.C.O.P.E. of customer relationship management (2005) (28)
Measuring Food Store Image Using Kelly's Repertory Grid (1985) (28)
Conceptualising business-to-business relationship value (2005) (25)
Hospitality Marketing: Principles and Practice (2004) (24)
Managing Word-of-Mouth: A Nonprofit Case Study (2013) (23)
Integrating customer data into customer relationship management strategy: An empirical study (2001) (23)
Customer relationship management (manajemen hubungan pelanggan) (2007) (21)
Who says what to whom in what channel? A rules theoretic perspective on word-of-mouth marketing (2017) (20)
Customer relationship management (CRM) system implementations: an assessment of organisational culture (2006) (19)
Exploring Relationship Quality (2000) (19)
Customer Relationship Management (2019) (18)
Complaints-handling processes and organisational benefits: An ISO 10002-based investigation (2012) (18)
I heard it through the grapevine : issues in referral marketing (1998) (16)
Rules Theory: Understanding The Social Construction Of Consumer Behaviour (1998) (14)
Customer Relationship Management (Manajemen Hubungan Pelanggan) : Concepts and Tools (2008) (13)
Deciphering Word-of-Mouth Marketing Campaign Reach (2016) (13)
Hospitality marketing: Principles and practice (2nd Edition) (2011) (12)
Customer Relationship Management in the Pharmaceutical Industry: The Role of the Patient Advocacy Group: (2001) (12)
Selling services: a contingency model (1993) (10)
CustomerRelationshipManagement ( CRM ) System Implementations (2006) (9)
Chapter 1 – Introduction to hospitality marketing (2004) (8)
Customer development strategies for exceeding expectations – An exploratory study (2009) (8)
Why I collect contemporary art: Collector motivations as value articulations (2016) (6)
Where Do We Go Now in Relationship Marketing (1996) (5)
EBOOK : Customer Relationship Management: Concepts And Technologies 3rd Edition (2015) (5)
ROI on CRM (2002) (5)
Customer portfolio analysis (2004) (5)
The effects of previous episodes in business‐to‐business interaction (2007) (5)
ISO 9000: is the real estate sector any different? (1999) (5)
Can You Afford to Ignore Merchandising (1987) (5)
Is it worth it?: ROI on CRM (2002) (4)
The marketing strategy worksheet—A practical planning tool (1985) (3)
Sales force automation (2015) (3)
COMPLAINTS HANDLING IN AUSTRALIA: EVIDENCE FROM ORGANISATIONAL WEBSITES (2003) (3)
Introduction to CRM (2019) (3)
How Merchandising Works (1984) (3)
The Marketing-Strategy Worksheet A Practical Tool (1992) (3)
Sales force automation: a review of the research (2006) (3)
SWP 8198 CUSTOMER ATTACHMENT: A CONCEPTUAL MODEL OF CUSTOMER-ORGANISATION LINKAGE (1998) (2)
Customer lifetime value (2015) (2)
Customer portfolio management (2019) (2)
CRM COMPETENCIES IN AUSTRALIA (2003) (2)
Travel agency merchandising (1986) (2)
CRM software, applications & profitability (2005) (2)
Analytical CRM (2019) (2)
Influencers and their circle of friends: enriching social network analysis with qualitative data (2012) (2)
15 – Marketing planning (2011) (1)
Does organizational culture influence CRM outcomes (2008) (1)
How everyday conversation promotes WOM-marketing campaign reach : a mixed methods investigation (2015) (1)
Sales force automation: what do we know? (2005) (1)
The marketing research process : Margaret Crimp, second edition, Prentice/Hall International, London, 1985, £10.95 (1986) (1)
Chapter 10 – Managing the physical environment (2004) (1)
Implementing CRM (2019) (1)
Embedding offline product seeding referrals into the Facebook friendship network : a field study (2011) (1)
Using customer-related data (2015) (1)
Customer relationship management : teorie e tecnologie (2012) (1)
Connecting Word-of-Mouth to Corporate Reputation (2011) (1)
Relationship Quality in the Media and Advertising Industry (2001) (1)
Chapter 2 – Marketing research (2004) (1)
A Holistic model of competitive advantage : integrating the IMP perspective (2006) (1)
Communicating the offer (2016) (0)
How To Deliver Customer-Experienced Value (2015) (0)
Strategic CRM (2019) (0)
Managing the physical environment (2016) (0)
MACQUARIE GRADUATE SCHOOL OF MANAGEMENT MGSM WORKING PAPERS IN MANAGEMENT MANAGEMENT COMPETENCIES FOR SUCCESSFUL CUSTOMER RETENTION Lawrence Ang & Francis Buttle Macquarie Graduate School of Management (2005) (0)
Locating the offer (2016) (0)
IGA and the Coles-Shell Alliance (2005) (0)
Service automation (2019) (0)
Analysing the Dynamics of Business-To-Business Relationship (2004) (0)
Operational CRM (2019) (0)
The Influence of word-of-mouth in customer acquisition in service companies : a six markets model analysis (2007) (0)
Book Reviews: The Essence of Services Marketing (1994) (0)
Introduction to customer relationship management (2008) (0)
Realizing the benefits of CRM (2019) (0)
4 – Competitive strategies (2011) (0)
Chapter 5 – Developing the offer (2004) (0)
14 – Relationship marketing (2011) (0)
Test Marketing: Go National or Go Broke? (1976) (0)
Looking to the future (2019) (0)
Explaining hotel choice using the theory of reasoned action. (1995) (0)
Talking Point: Can medium-sized businesses without huge budgets do CRM? (2004) (0)
Leveraging Facebook data to map and analyse the diffusion of offline word-of-mouth (2012) (0)
Chapter 8 – Distributing the offer (2004) (0)
Chapter 9 – Communicating the offer (2004) (0)
Managing customer experience (2019) (0)
Managing customer-experienced value (2019) (0)
Talking Point: Is the idea that a company can capture a customer's life-time value a complete pipedream? (2004) (0)
Managing supplier and partner relationships (2008) (0)
The impact of Service dissatisfaction upon customer loyalty: A research review: Confidential report produced for Littlewoods (2000) (0)
Marketing automation (2019) (0)
Customer acquisition: an investigation of CRM competency (2004) (0)
CRM software in Australia (2004) (0)
Developing and managing customer-related databases (2019) (0)
CRM: The Australian Opportunity (2004) (0)
Planning to succeed (2019) (0)
The future (2019) (0)
Hospitality Marketing (2022) (0)
Customer development in Australian companies - an exploratory study (2006) (0)
C.R.M. at Suntel, Sri Lanka (2005) (0)
MACQUARIE GRADUATE SCHOOL OF MANAGEMENT MGSM WORKING PAPERS IN MANAGEMENT CUSTOMER ACQUISITION: AN INVESTIGATION OF CRM COMPETENCY (2005) (0)
A response by Francis Buttle to an article by Abraham Pizam and Roger Calantone (1988) (0)
MACQUARIE GRADUATE SCHOOL OF MANAGEMENT MGSM WORKING PAPERS IN MANAGEMENT A NEW MODEL OF CUSTOMER-ORGANISATION ATTACHMENT (2005) (0)
Chapter 7 – Pricing the offer (2004) (0)
Coproduction (services) [encyclopaedia entry] (2014) (0)
Pricing the offer and revenue management (2016) (0)
Managing service processes (2016) (0)
Managing the customer journey (2019) (0)
The Impact of people and organisational culture on C.R.M. outcomes (2004) (0)
Using real options to value customer relationships (2002) (0)
Chapter 12 – Managing customer-contact employees (2004) (0)
Explorations in customer attachment (2004) (0)
Relationship quality: What do we know?: MBS Working Paper No. 410 (2000) (0)
CRM software in Australia: marketing applications and profit impact (2005) (0)
The Effect of Technology-Related Disintermediation on Relationship Quality (2002) (0)
Chapter 6 – Locating the offer (2004) (0)
Acknowledgements (2002) (0)
Book Review Hospitality Marketing:Principles and Practice (2nd Edition) (2020) (0)
ROI on CRM: managing value over the customer life-cycle (2002) (0)
So What is the Link Between Service Dis/satisfaction and Customer Loyalty? (2001) (0)
Book Review Hospitality Marketing: Principles and Practice (2nd ed.) (2020) (0)
Understanding word-of-mouth communication : can Rules Theory help? (2013) (0)
Management competencies for successful customer retention (2004) (0)
Managing customer satisfaction (2016) (0)
ISO 9000 - a comparison of the real estate sector with business (2007) (0)
Understanding customer relationships (2019) (0)
Chapter 11 – Managing service processes (2004) (0)
Talking Point: Given the degree of apprehension surrounding CRM, is expectation management the biggest challenge facing CRM vendors (2004) (0)
A new model of customer-organisation attachment (2003) (0)
Talking Point: If the objective of CRM is to provide a 360-degree view of the customer, what key challenges do marketers face in achieving this (2004) (0)
Customer lifetime value [encyclopaedia entry] (2014) (0)

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Francis A. Buttle's Academic­Influence.com Rankings

Why Is Francis A. Buttle Influential?

Francis A. Buttle's Published Works

Published Works

What Schools Are Affiliated With Francis A. Buttle?

Francis A. Buttle's AcademicInfluence.com Rankings