Our research

Our Research

Marketing and Reputation is one of six academic areas within Henley Business School at the University of Reading and the research interests of our faculty are wide-ranging. In the marketing field they include customer management and the allied topics of customer experience and customer effort; services marketing and the role of internal climate and people management; digital marketing and the impact of social media upon customer and organisational behaviour; online shopping behaviour and the nature of customer experience from websites, brand management; nation and destination branding; not-for-profit marketing and health services marketing.

Within the reputation field our research interests include brand and corporate reputation management; corporate responsibility and wellbeing in/around organisations; individual and organisational resilience; decision-making within a stakeholder environment; positive psychology; the reputation and relationships of charities; emotional and cognitive influences on leadership behaviour; the impact of the reputation of leaders and leadership teams on organisations; bias and prejudice in leadership decision making; unintended consequences and decision making as well as the ground breaking collaboration with our Centre for Integrative Neuroscience and Neurodynamics, to study the neuroscience behind leadership decision making and reputation.

Faculty are regularly interviewed in the media and consult for international bodies and governments as well as large and small firms. Two applied research centres form part of Marketing and Reputation, enabling us to work with corporate members and share our latest thinking in these areas.

The Henley Centre for Customer Management

The Henley Centre for Customer Management, under the direction of Professor Moira Clark, provides a continuous programme of highly focused research projects and workshops that explore the management of customers today. A focus on managing customer relationships and a desire to provide a memorable customer experience are two factors that distinguish organisations that lead in the provision of excellent customer service. As a result customer management has become a tool of great strategic importance. The Centre brings together business practitioners, industry thought-leaders, experts and academics to help organisations tackle the challenges of customer management. Current members of the Centre include: Capita, Microsoft, Oracle, SAS, Glaxo Smith Kline, Arise, Capital One, Environment Agency, ING Bank, Janssen-Cilag, Kelly Services, Mercedes Benz Financial Services, NHS Blood and Transplant.

The John Madejski Centre for Reputation 

The John Madejski Centre for Reputation, under the direction of Professor Kevin Money, is a dedicated research centre that works with leading organisations to improve corporate reputation amongst their many stakeholders including customers, suppliers and employees. It explores topics such as corporate responsibility, sustainability and how to improve corporate governance by measuring and reporting on intangible assets. These may be as diverse as the management of stakeholder relationships, the impact of HR management within the organisation, marketing practice or the organisation's involvement in the community. The Centre is sponsored by Sir John Madejski OBE DL,DLitt who is also the Chancellor of the University of Reading. Current members of the Centre include: British Airways, BSkyB, Clydesdale Bank, South West London and St Georges Mental Health Trust, Shell, and UKBA.