Pennie Frow

University of Sydney — Australia

Business, Management and Accounting · Social Sciences

33h-index11.7kcitations59works0.02yr avg
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Research Topics

Customer Service Quality and Loyalty(34), Service and Product Innovation(33), Innovation and Knowledge Management(11), Quality and Supply Management(6), Digital Marketing and Social Media(6)

Publications59 total

How does a hospital servicescape impact the well-being and satisfaction of both health care customers and professionals?
Journal of Services Marketing·2023· 5 cited
Emergence and phase transitions in service ecosystems
Journal of Business Research·2021· 82 citedOpen Access
Viability mechanisms in market systems: prerequisites for market shaping
Journal of Business and Industrial Marketing·2020· 37 citedOpen Access
Toward a comprehensive framework of value proposition development: From strategy to implementation
Industrial Marketing Management·2020· 80 cited
Customer Advocacy: A Distinctive Form of Word of Mouth
Journal of Service Research·2020· 120 cited
Value Propositions As Market-Shaping Devices: A Qualitative Comparative Analysis
SSRN Electronic Journal·2020· 2 citedOpen Access
Customer Advocacy Scale
PsycTESTS Dataset·2020
Value propositions as market-shaping devices: A qualitative comparative analysis
Industrial Marketing Management·2019· 72 citedOpen Access
Service ecosystem well-being: conceptualization and implications for theory and practice
European Journal of Marketing·2019· 139 cited
Pricing in Consumer Digital Markets: A Dynamic Framework
Australasian Marketing Journal (AMJ)·2019· 13 citedOpen Access
Pricing in Consumer Digital Markets: A Dynamic Framework
SSRN Electronic Journal·2019Open Access
The Role of Value Propositions in Market-Shaping Strategies: A Qualitative Comparative Analysis
2019
Service ecosystem dynamics: a conceptual framework to describe phase transitions
CINECA IRIS Institutial research information system (Parthenope University of Naples)·2019Open Access
Examining how context change foster service innovation
Journal of service management·2018· 62 cited
Conceptualizing and communicating value in business markets: From value in exchange to value in use
Industrial Marketing Management·2018· 233 cited
Value Cocreation: An Ecosystem Perspective
2018· 18 cited
The customer value proposition: evolution, development, and application in marketing
Journal of the Academy of Marketing Science·2017· 410 cited
Relationship marketing: looking backwards towards the future
Journal of Services Marketing·2017· 200 cited
Customer Experience and Journey: Emerging Aspects
International Journal of Managerial Studies and Research·2017· 3 citedOpen Access
Co-creation practices: Their role in shaping a health care ecosystem
Industrial Marketing Management·2016· 440 cited
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Frequent Co-authors

Adrian Payne(46), Kaj Storbacka(8), Suvi Nenonen(6), Janet R. McColl‐Kennedy(4), Andreas Eggert(3), Richard Reisman(3), Linda D. Peters(2), Jill Sweeney(2), Sue Holt(2), Francesco Polese(2), Alexey Sklyar(2), Simon Knox(1), David Ballantyne(1), Richard J. Varey(1), Toni Hilton(1), Anthony Davidson(1), Danilo Brozović(1), Wolfgang Ulaga(1), Michael Kleinaltenkamp(1), Roderick J. Brodie(1)