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  1. Information management in the early stages of the COVID-19 pandemic

    Article • The Bottom Line Managing Library Finances, January 2021, Emerald

    Professor Merlin D Stone

  2. The evolution of business models of information and communication technology suppliers

    Article • The Bottom Line Managing Library Finances, November 2020, Emerald

    Professor Merlin D Stone

  3. Adoption of Big Data Technology for Innovation in B2B Marketing

    Article • Journal of Business-to-Business Marketing, May 2019, Taylor & Francis

    Professor Merlin D Stone

  4. Academic research into marketing: Many publications, but little impact?

    Article • Cogent Business & Management, August 2018, Taylor & Francis

    Tim Hughes, Professor Merlin D Stone

  5. Improving journeys by opening data: the case of Transport for London (TfL)

    Article • The Bottom Line Managing Library Finances, March 2018, Emerald

    Professor Merlin D Stone

  6. How platforms are transforming customer information management

    Article • The Bottom Line Managing Library Finances, September 2017, Emerald

    Professor Merlin D Stone

  7. Business model innovation, strategic information and the role of analyst firms

    Article • The Bottom Line Managing Library Finances, August 2017, Emerald

    Professor Merlin D Stone

  8. How interactive marketing is changing in financial services

    Article • Journal of Research in Interactive Marketing, October 2016, Emerald

    Professor Merlin D Stone

  9. Business models in marketing

    Article • Journal of Business and Industrial Marketing, October 2016, Emerald

    Professor Merlin D Stone

  10. Business to business competitive marketing: Practice and literature

    Article • Journal of Customer Behaviour, June 2016, Westburn Publishers

    Professor Merlin D Stone

  11. The dark side of CRM — Customers, relationships and management

    Article • Journal of Direct Data and Digital Marketing Practice, February 2016, Nature

    Professor Merlin D Stone

  12. Managing customer insight creatively through storytelling

    Article • Journal of Direct Data and Digital Marketing Practice, November 2015, Nature

    Professor Merlin D Stone

  13. Customer Relationship Management

    Article • October 2015, Wiley

    Professor Merlin D Stone

  14. Scenarios in Customer Management

    Article • September 2015, Wiley

    Professor Merlin D Stone

  15. The Dark Side of CRM

    Article • September 2015, Taylor & Francis

    Professor Merlin D Stone

  16. Competitive marketing intelligence in a digital, data-based world

    Article • Journal of Direct Data and Digital Marketing Practice, September 2015, Nature

    Professor Merlin D Stone

  17. The evolution of the telecommunications industry — What can we learn from it?

    Article • Journal of Direct Data and Digital Marketing Practice, January 2015, Nature

    Professor Merlin D Stone

  18. The new (and ever-evolving) direct and digital marketing ecosystem

    Article • Journal of Direct Data and Digital Marketing Practice, October 2014, Nature

    Professor Merlin D Stone

  19. Building digital skills through training

    Article • Journal of Direct Data and Digital Marketing Practice, July 2014, Nature

    Professor Merlin D Stone

  20. Interactive, direct and digital marketing

    Article • Journal of Research in Interactive Marketing, March 2014, Emerald

    neil woodcock, Professor Merlin David Stone, Professor Merlin D Stone

  21. Co-operation between academics and practitioners — hope for the future?

    Article • Journal of Direct Data and Digital Marketing Practice, October 2013, Nature

    Professor Merlin D Stone

  22. Social intelligence in customer engagement

    Article • Journal of Strategic Marketing, August 2013, Taylor & Francis

    neil woodcock, Professor Merlin D Stone

  23. Reflections on a life in database marketing

    Article • Journal of Database Marketing & Customer Strategy Management, December 2012, Nature

    Professor Merlin D Stone

  24. Simple strategies to win and keep customers profitably

    Article • Journal of Database Marketing & Customer Strategy Management, November 2012, Springer Science + Business Media

    neil woodcock, Professor Merlin D Stone

  25. The death of personal service: why retailers make consumers responsible for their own customer experience

    Article • Strategic Direction, April 2012, Emerald

    Professor Merlin D Stone

  26. The death of personal service: Will financial services customers who serve themselves do better than if they are served?

    Article • Journal of Database Marketing & Customer Strategy Management, March 2012, Nature

    Professor Merlin D Stone

  27. The death of personal service: Why retailers make consumers responsible for their own customer experience

    Article • Journal of Database Marketing & Customer Strategy Management, November 2011, Nature

    Professor Merlin D Stone

  28. The possible impact of university corruption on customers’ ethical standards

    Article • Journal of Database Marketing & Customer Strategy Management, September 2011, Nature

    Professor Merlin D Stone

  29. Literature review on complaints management

    Article • Journal of Database Marketing & Customer Strategy Management, June 2011, Nature

    Professor Merlin D Stone

  30. Customer retention management in the recession

    Article • Journal of Direct Data and Digital Marketing Practice, October 2010, Springer Science + Business Media

    Professor Merlin David Stone, Professor Merlin D Stone

  31. The CRM behaviour theory – Managing corporate customer relationships in service industries

    Article • Journal of Database Marketing & Customer Strategy Management, September 2010, Nature

    Professor Merlin D Stone

  32. The challenge of new marketing issues

    Article • Journal of Database Marketing & Customer Strategy Management, September 2010, Nature

    Professor Merlin D Stone

  33. Smart utilities and CRM: The next phase of customer management in utilities

    Article • Journal of Database Marketing & Customer Strategy Management, March 2010, Nature

    Professor Merlin D Stone

  34. Customer experience and profitability: An application of the empathy rating index (ERIC) in UK call centres

    Article • Journal of Database Marketing & Customer Strategy Management, September 2009, Nature

    Professor Merlin D Stone

  35. Staying customer-focused and trusted: Web 2.0 and Customer 2.0 in financial services

    Article • Journal of Database Marketing & Customer Strategy Management, June 2009, Nature

    Professor Merlin D Stone

  36. IT governance and project management: A qualitative study

    Article • Journal of Database Marketing & Customer Strategy Management, March 2009, Nature

    Professor Merlin D Stone

  37. Integrating the value of salespeople and systems: Adapting the benefits dependency network

    Article • Journal of Database Marketing & Customer Strategy Management, December 2008, Nature

    Professor Merlin D Stone

  38. Customer management in public sector organisations

    Article • Journal of Direct Data and Digital Marketing Practice, July 2008, Springer Science + Business Media

    neil woodcock, Professor Merlin D Stone

  39. What makes for CRM system success — Or failure?

    Article • Journal of Database Marketing & Customer Strategy Management, March 2008, Nature

    Professor Merlin D Stone

  40. Degrees of separation: technological interactivity and account management

    Article • The International Journal of Bank Marketing, July 2007, Emerald

    Tim Hughes, Professor Merlin D Stone

  41. Deploying a CRM system in practice — Understanding the user experience

    Article • Journal of Database Marketing & Customer Strategy Management, April 2007, Nature

    Professor Merlin D Stone

  42. Managing retention — Who does it well?

    Article • Journal of Database Marketing & Customer Strategy Management, January 2007, Nature

    Professor Merlin D Stone

  43. Recruiting CRM specialists

    Article • Journal of Database Marketing & Customer Strategy Management, July 2006, Nature

    Professor Merlin D Stone

  44. Customer relationship management and the impact of corporate culture — A European study

    Article • Journal of Database Marketing & Customer Strategy Management, December 2005, Nature

    Professor Merlin D Stone

  45. Editorial

    Article • Journal of Direct Data and Digital Marketing Practice, October 2005, Nature

    Professor Merlin D Stone

  46. Making customer analytics work for you!

    Article • Journal of Targeting Measurement and Analysis for Marketing, July 2005, Nature

    Professor Merlin D Stone

  47. Key account management in financial services: An outline research agenda

    Article • Journal of Financial Services Marketing, December 2004, Springer Science + Business Media

    Tim Hughes, Professor Merlin D Stone

  48. Managing CRM implementation with consultants—CRM or change management?

    Article • Journal of Change Management, December 2004, Taylor & Francis

    Professor Merlin D Stone

  49. How the automotive insurance claims experience affects customer retention

    Article • Journal of Financial Services Marketing, December 2004, Nature

    Professor Merlin D Stone

  50. Additional Papers: Dancing in step — The choreography of loyalty partnerships. Can Nectar succeed where Shell Smart failed?

    Article • Interactive Marketing, July 2004, Nature

    Professor Merlin D Stone

  51. Ethnic banking in the USA

    Article • Journal of Financial Services Marketing, June 2004, Nature

    Professor Merlin D Stone

  52. Agents of change: how young consumers are changing the world of marketing

    Article • Qualitative Market Research An International Journal, June 2004, Emerald

    Professor Merlin D Stone

  53. Managing branch customers

    Article • Journal of Targeting Measurement and Analysis for Marketing, May 2004, Nature

    Professor Merlin D Stone

  54. E-business opportunities in financial services

    Article • Journal of Financial Services Marketing, December 2003, Nature

    Professor Merlin D Stone

  55. Scoring Points: How Tesco is Winning Customer Loyalty

    Article • Journal of Database Marketing & Customer Strategy Management, December 2003, Nature

    Professor Merlin D Stone

  56. Why CRM doesn't work

    Article • Journal of Database Marketing & Customer Strategy Management, September 2003, Nature

    Professor Merlin D Stone

  57. SME e‐business and supplier‐customer relations

    Article • Journal of Small Business and Enterprise Development, September 2003, Emerald

    Professor Merlin D Stone

  58. Does ethnic focus change how banks should implement customer relationship management?

    Article • Journal of Financial Services Marketing, August 2003, Nature

    Professor Merlin D Stone

  59. E–Business and managing customers

    Article • OR Insight, July 2003, Nature

    Professor Merlin D Stone

  60. Customer data management in practice: An insurance case study

    Article • Journal of Database Marketing & Customer Strategy Management, July 2003, Nature

    Professor Merlin D Stone

  61. Editorial

    Article • Journal of Targeting Measurement and Analysis for Marketing, May 2003, Nature

    Professor Merlin D Stone

  62. SME and consumer e-business research

    Article • Qualitative Market Research An International Journal, March 2003, Emerald

    Professor Merlin D Stone

  63. E-business research

    Article • Qualitative Market Research An International Journal, December 2002, Emerald

    Professor Merlin D Stone

  64. UK data warehousing and business intelligence implementation

    Article • Qualitative Market Research An International Journal, December 2002, Emerald

    Professor Merlin D Stone

  65. The state of customer management performance in Malaysia

    Article • Marketing Intelligence & Planning, November 2002, Emerald

    Professor Merlin D Stone

  66. The impact of e-commerce on UK financial services product providers and their intermediary relationships

    Article • Pensions An International Journal, September 2002, Nature

    Professor Merlin D Stone

  67. The implications of e-commerce for strategy: UK case studies

    Article • Journal of Financial Services Marketing, June 2002, Springer Science + Business Media

    Tim Hughes, Professor Merlin D Stone

  68. Future Marketers: Future Curriculum: Future Shock?

    Article • Journal of Marketing Management, June 2002, Taylor & Francis

    Professor Merlin D Stone

  69. The future of the UK life and pensions industry

    Article • Pensions An International Journal, June 2002, Nature

    Professor Merlin D Stone

  70. Managing change in the financial services industry

    Article • Journal of Change Management, March 2002, Taylor & Francis

    Professor Merlin D Stone

  71. Customer service, complaints management and regulatory compliance

    Article • Journal of Financial Regulation and Compliance, March 2002, Emerald

    Professor Merlin D Stone

  72. Managing wealth: A new approach

    Article • Journal of Financial Services Marketing, September 2001, Nature

    Professor Merlin D Stone

  73. The meaning and measurement of customer retention

    Article • Journal of Targeting Measurement and Analysis for Marketing, August 2001, Nature

    Professor Merlin D Stone

  74. Business to business: Lessons on segmentation and other issues from financial services markets

    Article • Journal of Financial Services Marketing, June 2001, Nature

    Professor Merlin D Stone

  75. Customer knowledge management in the travel industry

    Article • Journal Of Vacation Marketing, January 2001, SAGE Publications

    Professor Merlin D Stone

  76. Making sense of cross-purchasing: A note

    Article • Journal of Financial Services Marketing, December 2000, Nature

    Professor Merlin D Stone

  77. CRM in intermediated financial services markets

    Article • Journal of Financial Services Marketing, September 2000, Nature

    Professor Merlin D Stone

  78. Building and using a charity customer database

    Article • International Journal of Nonprofit and Voluntary Sector Marketing, September 1999, Wiley

    Professor Merlin D Stone

  79. The UK consumer direct insurance industry: a role model for relationship management? with feeling

    Article • Long Range Planning, June 1997, Elsevier

    Professor Merlin D Stone

  80. The UK consumer direct insurance industry: a role model for relationship management?

    Article • Long Range Planning, June 1997, Elsevier

    Professor Merlin D Stone

  81. Frequent flyer programmes: Where East meets West — the Cathay Pacific case study

    Article • Journal Of Vacation Marketing, January 1997, SAGE Publications

    Professor Merlin D Stone

  82. Managing the change from marketing planning to customer relationship management

    Article • Long Range Planning, October 1996, Elsevier

    neil woodcock, Professor Merlin D Stone

  83. Customer Care, Support and Service

    Article • January 1994, Springer Science + Business Media

    Professor Merlin D Stone

  84. The Scope of Computer Marketing

    Article • January 1994, Springer Science + Business Media

    Professor Merlin D Stone

  85. Strategic Alternatives for Suppliers

    Article • January 1994, Springer Science + Business Media

    Professor Merlin D Stone

  86. Product Policy

    Article • January 1994, Springer Science + Business Media

    Professor Merlin D Stone

  87. Understanding the Market

    Article • January 1994, Springer Science + Business Media

    Professor Merlin D Stone

  88. Marketing Organisation

    Article • January 1994, Springer Science + Business Media

    Professor Merlin D Stone

  89. Managing and Controlling Marketing

    Article • January 1994, Springer Science + Business Media

    Professor Merlin D Stone

  90. Distribution Channels

    Article • January 1994, Springer Science + Business Media

    Professor Merlin D Stone

  91. Prices and Costs

    Article • January 1994, Springer Science + Business Media

    Professor Merlin D Stone

  92. Strategic Overview

    Article • January 1994, Springer Science + Business Media

    Professor Merlin D Stone

  93. Marketing Communications

    Article • January 1994, Springer Science + Business Media

    Professor Merlin D Stone

  94. How to Market Computers and Information Technology

    Article • January 1994, Springer Science + Business Media

    Professor Merlin D Stone

  95. Selling and Account Management

    Article • January 1994, Springer Science + Business Media

    Professor Merlin D Stone

  96. New Product Marketing Strategies

    Article • January 1994, Springer Science + Business Media

    Professor Merlin D Stone

  97. Database Marketing

    Article • January 1994, Springer Science + Business Media

    Professor Merlin D Stone

  98. Marketing Objectives and Plans

    Article • January 1994, Springer Science + Business Media

    Professor Merlin D Stone

  99. Problems in the conceptualization of markets for the analysis of competitive processes

    Article • January 1992, Springer Science + Business Media

    Professor Merlin D Stone

  100. Developing the new capitalism in eastern Europe—How the West can help

    Article • Long Range Planning, June 1991, Elsevier

    Professor Merlin D Stone

  101. Marketing strategies for leisure services

    Article • Long Range Planning, October 1990, Elsevier

    Professor Merlin D Stone

  102. Marketing strategies for leisure services

    Article • Long Range Planning, October 1990, Elsevier

    Professor Merlin D Stone

  103. Competitive superiority through data base marketing

    Article • Long Range Planning, October 1988, Elsevier

    Professor Merlin D Stone

  104. Database marketing for competitive advantage

    Article • Long Range Planning, April 1987, Elsevier

    Professor Merlin D Stone

  105. Strategies for marketing new computer products

    Article • Long Range Planning, June 1985, Elsevier

    Professor Merlin D Stone

  106. Competing with Japan—The rules of the game

    Article • Long Range Planning, April 1984, Elsevier

    Professor Merlin D Stone

  107. Understanding the Market

    Article • January 1984, Springer Science + Business Media

    Professor Merlin D Stone

  108. Strategic Alternatives for Suppliers

    Article • January 1984, Springer Science + Business Media

    Professor Merlin D Stone

  109. Distribution Channels

    Article • January 1984, Springer Science + Business Media

    Professor Merlin D Stone

  110. Selling and Account Management

    Article • January 1984, Springer Science + Business Media

    Professor Merlin D Stone

  111. Marketing Organisation

    Article • January 1984, Springer Science + Business Media

    Professor Merlin D Stone

  112. New Product Marketing Strategies

    Article • January 1984, Springer Science + Business Media

    Professor Merlin D Stone

  113. Managing and Controlling Marketing

    Article • January 1984, Springer Science + Business Media

    Professor Merlin D Stone

  114. Product Policy

    Article • January 1984, Springer Science + Business Media

    Professor Merlin D Stone

  115. How to Market Computers and Office Systems

    Article • January 1984, Springer Science + Business Media

    Professor Merlin D Stone

  116. After-Sales Service

    Article • January 1984, Springer Science + Business Media

    Professor Merlin D Stone

  117. Strategic Overview

    Article • January 1984, Springer Science + Business Media

    Professor Merlin D Stone

  118. Advertising, Promotion and Public Relations

    Article • January 1984, Springer Science + Business Media

    Professor Merlin D Stone

  119. Marketing Objectives and Plans

    Article • January 1984, Springer Science + Business Media

    Professor Merlin D Stone

  120. Competing with Japanese Suppliers

    Article • January 1984, Springer Science + Business Media

    Professor Merlin D Stone

  121. The Scope of Computer Marketing

    Article • January 1984, Springer Science + Business Media

    Professor Merlin D Stone

  122. Prices and Costs

    Article • January 1984, Springer Science + Business Media

    Professor Merlin D Stone

  123. Exploration of interaction between marketing theory and economic theory

    Article • January 1980, Springer Science + Business Media

    Professor Merlin D Stone

  124. Promotion

    Article • January 1980, Springer Science + Business Media

    Professor Merlin D Stone

  125. Pricing

    Article • January 1980, Springer Science + Business Media

    Professor Merlin D Stone

  126. Cost Analysis

    Article • January 1980, Springer Science + Business Media

    Professor Merlin D Stone

  127. The Economy

    Article • January 1980, Springer Science + Business Media

    Professor Merlin D Stone

  128. Quantitative Aspects

    Article • January 1980, Springer Science + Business Media

    Professor Merlin D Stone

  129. Decision Analysis

    Article • January 1980, Springer Science + Business Media

    Professor Merlin D Stone

  130. Aims, Goals and Strategies

    Article • January 1980, Springer Science + Business Media

    Professor Merlin D Stone

  131. Distribution Policy

    Article • January 1980, Springer Science + Business Media

    Professor Merlin D Stone

  132. Market Choice

    Article • January 1980, Springer Science + Business Media

    Professor Merlin D Stone

  133. Product Policy

    Article • January 1980, Springer Science + Business Media

    Professor Merlin D Stone

  134. Marketing and Economics — the Connection

    Article • January 1980, Springer Science + Business Media

    Professor Merlin D Stone

  135. Product Demand

    Article • January 1980, Springer Science + Business Media

    Professor Merlin D Stone

  136. Product Planning

    Article • January 1976, Springer Science + Business Media

    Professor Merlin D Stone

  137. Conclusions

    Article • January 1976, Springer Science + Business Media

    Professor Merlin D Stone

  138. Introduction

    Article • January 1976, Springer Science + Business Media

    Professor Merlin D Stone

  139. Business Aims and the Logic of Product Planning

    Article • January 1976, Springer Science + Business Media

    Professor Merlin D Stone

  140. The Product Life Cycle

    Article • January 1976, Springer Science + Business Media

    Professor Merlin D Stone

  141. The Marketing and Management of New Products

    Article • January 1976, Springer Science + Business Media

    Professor Merlin D Stone

  142. Costs, Constraints and Capacity

    Article • January 1976, Springer Science + Business Media

    Professor Merlin D Stone

  143. Demand and Product Planning

    Article • January 1976, Springer Science + Business Media

    Professor Merlin D Stone

  144. The Product Planning Decision

    Article • January 1976, Springer Science + Business Media

    Professor Merlin D Stone

  145. Private Label Management

    Article • IGI Global

    Professor Merlin D Stone