Professor Emerita Susan Rose

Professor of Consumer Behaviour

Professor Emerita Susan Rose

Professor Emerita Susan Rose

Marketing & Reputation
Branding; Reputation; Marketing; Strategic Marketing; Marketing Planning; Consumer Behaviour; Customer Management; Customer Experience; Online Customer Experience; Online Shopping; Internet Marketing; Information Search; Online Customer Behaviour; Business Coaching
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Dr Susan Rose is a Professor Emerita at Henley. She has extensive business experience within the fields of consumer behaviour, strategic marketing, brand management and marketing research across a wide range of industry sectors. She has taught many of Henley’s corporate clients including ING Bank, Deloitte, Deutsche Telekom, Microsoft, the British Council and 3M. Susan is research active and is a Research Associate within the Henley Centre for Customer Management. Her research focuses on online consumer behaviour, customer experience, online shopping, compulsive shopping behaviour and customer-brand relationships.

Susan is also a qualified and experienced business coach. As well as working as an independent coach, Susan also supervises the development of coaches on Henley’s MSc Coaching & Behavioural Change programme.

Susan has held many senior positions within the business school. Until 2019 she was the Director of Teaching & Learning responsible for the quality of the student learning experience and assurance of learning. Prior to that, Susan was the Head of Henley Business School at the University of Reading Malaysia where she was responsible for the development, delivery and promotion of Henley’s programmes in Malaysia and South East Asia. She has extensive experience of management education within both a UK and international context and her teaching and supervision spans undergraduate, pre- and post- experience Masters programmes, and PhD and DBA programmes.


  • Strategic Marketing
  • MBA Brand and Reputation Management
  • MBA Manager as Investigator
  • MBA and MSc SML Management Challenge
  • MBA and MSc SML Strategy and Marketing Planning
  • MSc SML Contemporary Consumer Behaviour
  • MSc SML Managing the Brand
  • MSc SML Marketing Research
  • MSc SML MBA Starter Workshop

Publications & Conference Proceedings


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. ISSN 0265-1335 DOI: 10.1108/IMR-12-2015- 0277

S. Rose and A. Dhandayudham (2014) Towards an Understanding of Internet based Problem Shopping Behaviour: The Concept of Online Shopping Addiction and Its Proposed Predictors. Journal of Behavioral Addiction, Vol 3, Issue 2, 83-89. DOI: 10.1556/JBA.3.2014.003

Y. Tang and S. Rose (2013) Developing International Business Managers through International Study Visits to China. Journal of Teaching in International Business. Vol. 25, 119-133. DOI: 10.1080/08975930.2014.897917

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 Vol. 88, Issue 2, pp. 308-322.

S. Rose, N. Hair and M. Clark (2011) Online Customer Experience: A Review of the Business-to-Customer Online Purchase Context, International Journal of Management Reviews, Vol 13, Issue 1, pp24-39.

K. Money, S. Rose and C. Hillenbrand (2010) "The Impact of the Corporate Identity Mix on Corporate Reputation." Journal of Brand Management. Vol. 18, Issue 3, pp1-15

S. Rose and P. Samouel (2009) "Internal psychological versus external market-driven determinants of the amount of consumer information search amongst experienced online shoppers." Journal of Marketing Management Vol. 25, Issue 1-2, pp171-190.

N. Hair, S. Rose and M. Clark (2009) Using qualitative repertory grid techniques to explore perceptions of business-to-business online customer experience, Journal of Customer Behaviour Vol. 8, Issue. 1, pp51-65.

A. Portlock and S. Rose (2009) "Event connected brand recognition of official sponsorship versus ambush marketing: An investigation of UK consumers and FIFA World Cup 2006," International Journal of Sports Marketing and Sponsorship. Vol. 10, Issue 4, pp 271-286.

S. Rose, M. Clark, P. Samouel and N. Hair (2011) "An Investigation of Online Customer Experience: Understanding the Drivers and Consequences of a Positive Online Customer Experience in the e-Retailing Context." The Henley Centre for Customer Management (September 2011) (White Paper)

S. Rose, M. Clark and N. Hair (2009) "The Key Influences Upon A Positive Online Customer Experience". The Henley Centre for Customer Management (November 2009) (White Paper)

S. Rose and N. Hair (2007) "Exploring the ideal online customer experience" The Henley Centre for Customer Management. (November 2007) (White Paper)

S. Rose and P. Samouel (2005) "Online information search: a conceptual model of the pre-purchase stage of e-shopping" Henley Working Paper, 0511.

S. Rose (2003) "Determinants of Online Information Search Effort: A Proposed Model" Henley Working Paper, 0302. (Working Paper)

J. Symons and S. Rose (2003) "Organisational and Programme Learning from the Development of the IBM MBA Programme" Henley Working Paper, 0305. (Working Paper)


S. Rose, N. Spinks and A. Canhoto (2014) “Management Research: Applying the Principles” Abingdon UK: Taylor Francis/Routledge. ISBN: 978-0-415-62812-9


S. Rose and M. Clark (2013) “The Application of the Concept of Customer Effort to Online shopping: Making E-Retail Websites Truly Easy to Use” Australia and New Zealand Academy of Management Conference. University of Auckland, Auckland, December 2013.

S. Rose and M. Clark (2013) “Delight Your Customers, But Only Where They Value It! The Importance of the Customer Easy Score” 21st International Colloquium in Relationship Marketing. Rennes School of Business, Rennes France. September 2013

S. Rose, and A. Dhandayudham (2013) “An Exploratory Study of the Indicators of Online Shopping Addiction” 1st International Conference on Behavioral Addiction. Budapest, March, 2013

Rose S., Dhandayudham A., and Clark M. (2012) "Shop and Click Till You Drop: An Exploratory Study of the Components of Online Shopping Addiction" 20th International Colloquium in Relationship Marketing. Nottingham Business School September 2012

Rose S., Dhandayudham A., and Clark M. (2012) "A Conceptual Model of the Predictors of Online Shopping Addiction" Australia and New Zealand Marketing Conference (ANZMAC) December 2012

S. Rose, M. Clark, P. Samouel and N. Hair (2011) "A Generational View of Online Customer Experience: A Study of Generation Y". 19th International Colloquium in Relationship Marketing. Rochester Institute of Technology, New York. September 2011.

S. Rose, C. Hillenbrand, and K. Money (2011) "Exploring Customer Relationship Lifecycles in the Development of Reputation: The Role of Corporate Branding and Corporate Reputation Building. 15th AMS World Marketing Congress. Reims Management School. July 2011

S. Rose and P. Samouel (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." 18th International Colloquium in Relationship Marketing. Henley Business School. September 2010.

S. Rose, M. Clark and N. Hair (2009) "The Identification of Indicators of Online Customer Experience" 17th International Colloquium in Relationship Marketing. University of Maastricht. September 2009.

S. Rose, K. Money and C. Hillenbrand (2009) "Corporate Identity and the Missing Link to Corporate Reputation" 5th International Colloquium. Academy of Marketing: Brand, Identity and Reputation SIG. University of Cambridge September 2009.

N. Hair, S. Rose and M. Clark (2008) "Using qualitative repertory grid techniques to explore perceptions of online customer experience" IC-MORe: 2nd Conference on Individual Constructs in Management and Organizational Research. University of Leipzig, November 2008.

N. Hair, S. Rose, and M. Clark (2008) "Exploring notions of ideal customer experience in online B2B environments." 16th International Colloquium in Relationship Marketing. University of Swansea September 2008.

K. Money, S. Rose and C. Hillenbrand (2008) "Where does Corporate Branding end and Corporate Reputation begin? The impact of Corporate Branding Management Activities on Corporate Reputation in the Service Sector" The Reputation Institute 12th Annual Conference Beijing May 2008.

K. Money, S. Rose, and C. Hillenbrand (2007) "Where does Corporate Branding end and Corporate Reputation begin? A study of the impact of Corporate Branding Activities on Corporate Reputation in the Service Sector" Thought Leaders International Conference on Brand Management. Birmingham University, April 2007.

S. Rose (2006) "An Exploration of the Perceived Personality Traits of the Internet by Online Shoppers" The Academy of Marketing Conference, London, July 2006.

S. Rose and P. Samouel (2005) "An Exploration of the Role of Motivation in the Information Search Stage of E-shopping". The Academy of Marketing Science Conference. Florida, USA. May 2005.

S. Rose and P. Samouel (2005) "Motivations To Use the Internet for Information Search for Electrical Goods: The Experienced Online Shopper" The Academy of Marketing Conference. Dublin, July 2005.

J. Symons and S. Rose (2003) "Re-Learning in partnership. Capturing organisational learning from the development of a blended learning, corporate, MBA programme". BEST Conference. April, 2003.

S. Rose, C. Head and J. McKenzie (1999) "A Study of the relationship between learning styles profiles and performance on an online team-based collaborative learning programme" 4th Annual Conference of the European Learning Styles Information Network June 1999

Research Supervision

PhD Supervision

  • Christopher Bartley: current - "Prospect Theory in the Digital Age: How do Consumers use Electronic Word of Mouth to avoid perceived risk"
  • Aya Shaban: current - "Inoculating regret and uncertainty emotions resulting from cognitive dissonance post the purchase to retain customers of luxury brands"
  • Amr Al Khateeb: completed 2018 - "Consumers' Favourable Emotional Feelings Towards Foreign Countries - Exploring the Effect of Consumer Affinity on Brand Perceptions"
  • Helen Stride: completed 2009 - "The relationship between stakeholder values, stakeholder perception of organisation values and stakeholder commitment in the charity sector"

DBA Supervision

  • Jeanna Furst: current - "Consumer Behaviour and Communication Through Social Media"
  • Samar Sayed Hassan: current - "Model of Buyer’s Loyalty to the Salesperson in the Retail Pharmacy Industry: A Functional, Relational and Image-related Perspective"
  • Abdulrahman Kasaji: current - "How to institutionalise customer experience within a service organisation?"
  • Diana Fandel: completed 2018 - "Social Media Impact on Customer Trust of B2B Companies"
  • Fernando Barranzuela: completed 2018 - "Modelling the effects of retail deterrence on brand loyalty: The mediating role of brand reputation and brand commitment"
  • Andrew Dell: completed 2014 - "Relative Accuracy of Evaluation of Alternatives in Online Purchasing"
  • Kathryn Newton: completed 2014 - "Consumer-Brand Relationships: Does Consumer Personality Moderate the Effect of Brand Personality on the Type of Consumer-Brand Relationship Formed?"