The main conference will take place at the Henley Business School, Greenlands site from September 27th to September 29th, 2010.

On Thursday 30th September, the day following the ICRM conference, we will also be holding the 5th annual practitioner conference for the Henley Centre for Customer Management. Delegates to this conference will be able to hear from some of our distinguished academic visitors as well as from a number of senior business men who will share their experiences.

The editors of the Journal of Retailing, James Brown and Rajiv Dant, are both attending the colloquium and will be selecting the best papers from the 2010 colloquium for publication in a special section of the Journal of Retailing. The Journal of Retailing is ranked as the No. 1 Marketing Journal and also holds the highest Impact Factor of 4.09, which indicates how well articles in the journal are received by other researchers who themselves publish.

ICRM 2010 is sure to be a phenomenal event this year, as we announce that yet another leader in the field of Relationship Marketing will be in attendance.  We are excited to inform everyone that Professor Christian Grönroos, a true pioneer in modern service marketing, will be participating in ICRM2010.  We look forward to the wealth of knowledge Professor Grönroos will bring to this year’s colloquium.

Christian Grönroos is Professor of Service and Relationship Marketing at the Swedish School of Economics and Business Administration in Finland and chairman of the board of its research and knowledge centre CERS – Centre for Relationship Marketing and Service Management. As a guest professor he is also affiliated with Lund University in Sweden and Nankai University in China. He is one of the scholars pioneering modern service marketing and one of the earliest proponents of the term service management to describe market-oriented management of services in service and manufacturing firms. He introduced the concept of service competition to describe modern post-industrial, service and information technology driven competition. His research interests also include internal marketing, service quality, and relationship marketing or marketing based on customer relationship management. He has published extensively in fourteen languages on service marketing and management and relationship marketing issues.

Professor Grönroos is by far the internationally most cited scholar in business administration in Finland, all fields of management included. Internationally he has been found to be one of the three most prolific writers in the services field.

Professor Grönroos has received American Marketing Association’s (Service Group) 1999 Career Contributions To Services Discipline Award. In Scandinavia he has twice been awarded for his service management research: the Ahlsell Award for outstanding research into marketing and distribution, and the Erik Kempe Award for his textbooks on service management and marketing. He is a distinguished member of The Finnish Society of Science and Letters. He is also a member of The Academy of Marketing Science. He is one of the early developers of the school of service management and marketing thought that internationally has been labelled the Nordic School. In addition to his academic career he has frequently lectured on service management and marketing as well as relationship marketing in university-level executive programmes as well as in in-house seminars in service and manufacturing firms in Europe, North America, Latin America, China and Australasia.

Professor Grönroos’ visiting professor or visiting scholar associations include Arizona State University, Stanford University, Lund University and Karlstad University, Sweden, University of Auckland, New Zealand, Nankai University, P.R.China, and Thammasat University, Thailand.

ICRM2010 and Journal of Retailing

It is with great pleasure and excitement that we announce to you that Rajiv Dant and Jim Brown, the editors of the Journal of Retailing, will be attending ICRM 2010.  Not only will they be in attendance, but the Journal of Retailing will be featuring a special section comprised of the best papers from this year’s Colloquium.  We hope that this great opportunity will entice everyone to submit their best work, as the deadline for papers for ICRM 2010 is fast approaching – May 1st.

Dr. Rajiv P. Dant is the Helen Robson Walton Centennial Chair in Marketing Strategy at the University of Oklahoma.  He has previously taught at schools like the University of South Florida, Clarkson University, Boston University and MIT (on sabbatical).  He received his MBA from Bajaj Institute of Bombay University and his Ph.D. from Virginia Polytechnic Institute & State University.  Between these degrees he worked for three years in executive/managerial positions at Glaxo Smith Kline Beecham where he was involved in product management and sales management functions.  His current research interests include channels of distribution, research methodology, supply chain management and franchising, with special emphasis on franchising, conflict management, and managing inter-organizational governance and relationships.  His research has previously appeared in forums like Journal of Marketing, Strategic Management Journal, Journal of Retailing, Journal of the Academy of Marketing Science, Journal of Business Venturing, Journal of Public Policy & Marketing, Journal of the Operational Research Society, Research in Marketing, Marketing Letters, Journal of Business Research, Journal of Small Business Management, Journal of Economic Psychology, as well as numerous national and international conferences. He has assisted various organizations with executive development, research and consulting in the areas of marketing analysis, marketing research, distribution planning and strategy.  He is currently the co-editor of the Journal of Retailing.

Professor Dant was one of the founders of the International Society of Franchising when it started in 1986 as Society of Franchising.  He is also a past Chair of the International Society of Franchising and now serves in the Executive Committee of its Board of Governors.

Dr. James R. Brown currently holds the Kmart Corporation Chair in Marketing at West Virginia University, U.S.A.  After receiving his doctorate in business administration from Indiana University, he served on the marketing faculties of Virginia Tech, the University of Nebraska, and the State University of New York at Buffalo in the United States.

Dr. Brown’s research investigates the structure, behavior, and performance of relationships among business firms.  His research has been honored in the fields of marketing and hospitality and has been published in such academic journals as the Journal of Marketing, Journal of Marketing Research, Marketing Science, Journal of Retailing, Journal of the Academy of Marketing Science, and Journal of International Business Studies, among others.

Dr. Brown currently serves as Co-Editor of the Journal of Retailing, the world’s leading academic publication of retailing-related research, and is a member of several editorial review boards.  He has been honored as an outstanding reviewer by both the Journal of Marketing (1999) and the Journal of Retailing (2005).

In addition to instructing undergraduates, Dr. Brown teaches executive MBA students.  He has also taught and mentored PhD candidates.  Among the courses he currently teaches are marketing channels and logistics and business negotiations.  Professor Brown is a three-time winner of both Virginia Tech’s Certificate of Teaching Excellence and the Pamplin College of Business’ Teaching Excellence Award.

Professor Brown has been consulted by businesses and the media on a variety of topics including market demand analysis, retail image, and marketing channel structure and design.

ICRM 2010 Doctoral Colloquium

We are pleased to announce that Professor Alan Rugman, Director of Research for the School of Management at the University of Reading, will be performing a welcome address at the Doctoral Colloquium portion of this year’s ICRM.  This event gives doctoral students the opportunity to hear from authorities in the field, as well as get feedback on their research in the form of a poster session.  Having had presented my own research at ICRM2008 in Swansea, I speak from experience in saying that, it truly is a wonderful opportunity for any doctoral student at any level.

Again, we are very happy to have Professor Alan Rugman joining us, and hope that everyone will get the opportunity to be present at his welcoming address on September 27th, 2010.

ALAN_RUGMANBackground:  Dr. Alan M. Rugman is Professor of International Business at the Henley Business School of the University of Reading. He is the Director of Research in the School of Management. Previously he held the L. Leslie Waters Chair of International Business at the Kelley School of Business, Indiana University, 2001-2009. He was Thames Water Fellow in Strategic Management at Templeton College, University of Oxford from 1998-2001. Previously he held tenured posts at the University of Toronto 1987-1998, Dalhousie University 1979-1987, and the University of Winnipeg 1970-1978. He has also been a visiting professor at Columbia Business School, London Business School, Harvard University, U.C.L.A., M.I.T., Warwick Business School, and the University of Paris-La Sorbonne.

Dr. Rugman has published over 250 articles dealing with the economic, managerial, and strategic aspects of multinational enterprises and with trade and investment policy. These have appeared in such leading refereed journals as: The American Economic Review, Strategic Management Journal, and the Journal of International Business Studies.

As a leading authority in international business, Dr. Rugman served as President of the Academy of International Business in 2004-06. He was elected a Fellow of the Academy in 1991. He is also a Fellow of the Royal Society of Arts, elected 1998.

Born in England in 1945, Dr. Rugman became a Canadian citizen in 1973 and a U.S. resident in 2002. He earned his B.A. in economics from Leeds University in 1966, M.Sc. in economic development from London University’s School of Oriental and African Studies (SOAS) in 1967 and his Ph.D. in economics from Simon Fraser University in 1974. He was elected to an M.A. (Oxon) in 1998. Dr. Rugman served as an outside advisor on free trade, foreign investment and international competitiveness to two Canadian Prime Ministers over the 1986-1993 period.

He has been a consultant to major private sector companies, research institutes, and government agencies. These include Exxon/Imperial Oil, Kodak, Royal Bank of Canada, Northern Telecom, the United Nations (UNCTAD), NAFTA’s Commission on Environmental Co-operation, and the Organization for Economic Co-operation and Development (OECD). Dr. Rugman served as an outside advisor on free trade, foreign investment and international competitiveness to two Canadian Prime Ministers over the 1986-1993 period.

Date change

We would like to announce that there has been a date change for the ICRM2010.  This date change comes with very exciting news!  First off, the new dates for the event will be September 27th– September 29th, with the 5th Annual Conference of the Henley Centre for Customer Management taking place on September 30th.

We are very excited to announce that Robert L. Lusch and Stephen L. Vargo will be attending this year’s colloquium, and their attendance is the reason for our date change.  As authorities in their field, Lusch and Vargo are sure to bring something special to this year’s colloquium.

For a little background:

Robert Lusch

Robert Lusch

Robert F. Lusch is Lisle and Roslyn Payne Professor in Marketing and Department Head of Marketing at the Eller College of Management, University of Arizona.  Previously, Lusch was Dean of the M.J. Neeley School of Business and Distinguished University Professor at Texas Christian University. He was also faculty at the University of Oklahoma, where he also served as Dean and Department Chair, for 25 years. He received his doctorate from the University of Wisconsin and his MBA and B.S. degrees from the University of Arizona. His expertise is in the area of service-dominant logic, marketing strategy and distribution systems. Lusch has served as Editor of Journal of Marketing. He is the author or coauthor of more than 150 academic articles and professional publications, including 18 books. In 1997, the Academy of Marketing Science awarded him its Distinguished Marketing Educator Award and the American Marketing Association twice presented him the Harold Maynard Award for contributions to marketing theory. Lusch has served as Chair of the American Marketing Association and trustee of the American Marketing Association Foundation. He has served on several corporate boards, has been active in consulting, and frequently teaches in executive education programs.

Stephen Vargo

Stephen Vargo

Stephen L. Vargo is a Shidler Distinguished Professor and Professor of Marketing at the University of Hawai’i at Manoa. His primary areas of research are marketing theory and thought and consumers’ evaluative reference scales. He has had articles published in the Journal of Marketing, the Journal of the Academy of Marketing Science, the Journal of Service Research, and other major marketing journals and serves on six editorial review boards, including the Journal of Marketing, Journal of the Academy of Marketing Science, and the Journal of Service Research. Professor Vargo has been awarded the Best Article of the Year Award by the Australia and New Zealand Marketing Academy and the Harold H. Maynard Award by the American Marketing Association for “significant contribution to marketing theory and thought.” His 2004 article in the Journal of Marketing titled “Evolving to a New Dominant Logic for Marketing” is the most-cited marketing article published in the last 10 years.

As usual, we sincerely hope that everyone is looking forward to this year’s event, and if you have any questions or concerns please don’t hesitate to contact us:


Henley Business School, Creenlands Campus

Henley Business School, Greenlands Campus

Welcome to the ICRM2010 blog where you will find the latest and greatest news about the upcoming event!  Please check back often, as you will find up-to-date information on the Colloquium as well some interesting information about presenters and events.

To give you a quick introduction, my name is Melanie Shapiro, and I will be your featured blogger!  I am part of the dynamic team that will be planning the 18th annual ICRM, and I look forward to bringing you all of the information that you’re looking for on the Colloquium.

To start, please have a look around the website as it provides a lot of important information regarding the venue, call for papers, and programme.  If you have any questions, please don’t hesitate to contact us.

By now you’re probably aware that this year the Colloquium will be held at Henley Business School on the beautiful Thames River.  If you’ve been fortunate to travel to this area before, you know that the campus and region are quite breathtaking.  For newcomers and return visitors alike, I hope you are looking forward to the fantastic experience.

On behalf of the whole team, we look forward to hosting this year’s event, and eagerly await your paper submissions.


Welcome to the website for ICRM2010, the 18th International Colloquium on Relationship Marketing. During the run up to the conference we will post items that we think will be of interest to prospective attendees and we will then post reports on the conference as they occur. You are welcome to make comments about any of our posts.