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Professor Emerita Susan Rose

Professor of Consumer Behaviour

Susan Rose Profile Photo Feb19 75n986ypu


  • Strategic Marketing, 
  • Consumer Behaviour, 
  • Online Customer Experience, 
  • Business Coaching, 
  • Management Research


Greenlands Campus

Professor Susan Rose is an educator, researcher and business coach with academic and industry experience in strategic marketing and customer behaviour.

Professor Susan Rose has an extensive career spanning both academic and industry practice. Her expertise is in management education, strategic marketing and customer management. Susan works as an educator, business coach and researcher. She is a Research Associate within the Henley Centre for Customer Management focusing particularly on the effects of technology upon customer behaviour and the development of online customer experience.

She is an experienced researcher in both qualitative and quantitative methods, and has co-authored a book titled 'Management Research: Applying the Principles' which is used by both academics and practitioners.

Susan has published on a range of subjects including online consumer behaviour, brand management and coaching. Her publications include the Journal of Retailing and the International Coaching Psychology Review.

Susan is a qualified and experienced educator and business coach. As well as working as an independent coach, Susan also supervises the research development of coaches on Henley’s MSc Coaching & Behavioural Change programme. She teaches on Henley’s MBA programme and has delivered executive education at Henley.

Susan is a Psychology graduate from The City University, holds an MA in Marketing from Kingston Business School and a DBA from Brunel University.

Reference: Rose, S. , Fandel, D., Saraeva, A. and Dibley, A. (2021) Sharing is the name of the game: exploring the role of social media communication practices on B2B customer relationships in the life sciences industry. Industrial Marketing Management, 93. pp. 52-62. ISSN 0019-8501 doi:
Reference: Couch, S. and Rose, S. (2020) Coaching culturally different members of international business teams - the role of cultural intelligence. International Coaching Psychology Review, 15 (1). pp. 59-80. ISSN 1750-2764
Reference: Clark, M. , Rose, S. and Myers, A., (2018) The ‘dark side’ of customer relationships - determining the dark side. Report. Henley Centre for Customer Management
Reference: Butt, M. M., Rose, S. , Wilkins, S. and ul-Haq, J. (2017) MNCs and religious influences in global markets: drivers of consumer-based halal brand equity. International Marketing Review, 34 (6). pp. 885-908. ISSN 0265-1335 doi:
Reference: Rose, S. , Spinks, N. and Canhoto, A. I. (2014) Management research: applying the principles. Routledge, London, pp440. ISBN 9780415628112
Reference: Tang, Y. and Rose, S. (2014) Developing international business managers through international study visits to China. Journal of Teaching in International Business, 25 (2). pp. 119-133. ISSN 0897-5930 doi:
Reference: Rose, S. and Dhandayudham, A. (2014) Towards an understanding of internet-based problem shopping behaviour: the concept of online shopping addiction and its proposed predictors. Journal of Behavioral Addictions, 3 (2). pp. 83-89. ISSN 2062-5871 doi:
Reference: Rose, S. and Money, K. , (2012) Corporate reputation and B2B inter-firm partnerships. Report. Henley Centre for Customer Management
Reference: Rose, S. , Clark, M. , Samouel, P. and Hair, N. (2012) Online customer experience in e-retailing: an empirical model of antecedents and outcomes. Journal of Retailing, 88 (2). pp. 308-322. ISSN 0022-4359 doi:
Reference: Rose, S. , Clark, M. , Samouel, P. and Hair, N., (2011) An investigation of online customer experience: understanding the drivers and consequences of a positive online customer experience in the e-retailing context. Report. Henley Centre for Customer Management
Reference: Portlock, A. and Rose, S. (2009) Effects of ambush marketing: UK consumer brand recall and attitudes to official sponsors and non-sponsors associated with the FIFA World Cup 2006. International Journal of Sports Marketing & Sponsorship, 10 (4). pp. 271-286. ISSN 1464-6668
Reference: Rose, S. and Samouel, P. (2009) Internal psychological versus external market-driven determinants of the amount of consumer information search amongst online shoppers. Journal of Marketing Management, 25 (1-2). pp. 171-190. ISSN 1472-1376 doi:
Reference: Rose, S. and Samouel, P. (2010) A relationship-based view of the internet: the development of an internet personality scale as a mechanism for consumers to express feelings towards the internet. In: 18th International Colloquium in Relationship Marketing, 27-30 Sept 2010, Henley Business School, UK.
Reference: Rose, S. (2008) Marketing in the digital age: what does it mean today in practice? In: Institute of Fundraisers Convention: HMC Senior Management Track, July. (Unpublished)
Reference: Rose, S. , Hair, N. and Clark, M. (2010) Online customer experience: a review of the business-to-consumer online purchase context. International Journal of Management Reviews, 13 (1). pp. 24-39. ISSN 1468-2370 doi:
Reference: Money, K. , Rose, S. and Hillenbrand, C. (2010) The impact of the corporate identity mix on corporate reputation. Journal of Brand Management, 18. pp. 197-211. ISSN 1479-1803 doi:
Reference: Rose, S. , Clark, M. and Hair, N., (2009) The key influences upon a positive online customer experience. Report. Henley Centre for Customer Management
Reference: Rose, S. , Hillenbrand, C. and Money, K. (2009) Corporate identity and the missing link to corporate reputation. In: Global brand conference: branding and society, 1-3 Sep 2009, Cambridge, UK. (Unpublished)
Reference: Hair, N., Rose, S. and Clark, M. (2009) Using qualitative repertory grid techniques to explore perceptions of business-to-business online customer experience. Journal of Customer Behaviour, 8 (1). pp. 51-65. doi:
Reference: Money, K. , Rose, S. and Hillenbrand, C. (2008) Where does corporate branding end and reputation management begin? In: 12th International Reputation Institute Conference, 29 May - 1 June, Beijing. (Unpublished)
Reference: Rose, S. , Clark, M. and Hair, N. (2008) Exploring notions of ideal customer experience in online business-to-business environments: a USA / European comparison. In: International Colloquium in Relationship Marketing Conference, 14-17 September 2008, Swansea UK. (Unpublished)
Reference: Hair, N., Rose, S. and Clark, M. , (2008) Web quality and research update. Report. Henley Centre for Customer Management
Reference: Hair, N., Rose, S. and Clark, M. , (2007) Exploring the optimal customer experience online. Report. Henley Centre for Customer Management

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