Professor Francesca Dall'Olmo Riley
- Faculty of Business and Social Sciences
- Department of Strategy, Marketing and Innovation
- Kingston Business School
- Kingston Hill
Emeritus Professor
About
Now an Emeritus Professor with mentoring and PhD supervision roles, I was previously Professor of Brand Management and the Research Lead for the Marketing Group of the Strategy, Marketing and Innovation Department of Kingston Business School.
Qualifications
- 2013: Fellow Higher Education Academy
- 1999: Postgraduate Certificate in Teaching and Learning in Higher Education, Kingston University
- 1995: PhD, London Business School
- 1982: Postgraduate Diploma in Business Studies, London School of Economics
- 1981: Laurea in Business Administration, University of Bologna, Italy
Domains
Courses taught
My main research interest is the study of brand management issues, particularly in relation to vertical brand extensions and to the relationship between behavioural and attitudinal loyalty to brands. I collaborate with colleagues at the University of Zaragoza (Spain), the University of Southern Australia and Flinders University (Adelaide, Australia).
I also have an interest in the study of multi-channel shopping behaviour (grants from the Academy of Marketing, 2014 and 2016).
I have published widely in international journals, and I am Associate Editor of the Journal of Marketing Management. I sit on the Advisory Board of the Journal of Customer Behaviour and on the Editorial Review Board of the Journal of Product & Brand Management. I chair the Academy of Marketing Special Interest Group in Empirical Replications and Generalisations in Marketing Science.
I have offered expert opinions on:
- BBC Regional Radio News Programmes
- BBC Vanessa Feltz's radio programme
- BBC Radio 4 The Money Box
- BBC Natural Histories
- Monocle radio station
- BBC1 Breakfast TV
- The Globe and Mail (Canada)
- HSBC's Trade Radar Magazine
Before academia, I worked in marketing management and direct marketing for seven years in Italy (La Perla), the USA (Benetton) and the UK (Conran Design Group).
I have also acted as:
- Guest co-editor of the Special Issue "Brand management in banking: new challenges and paradigms" for the International Journal of Bank Marketing 2022
- Review Board 14th Global Brand Conference, Berlin 2019
- Member of Selection Committee for Management, Economics and Finance, PRIN2017 (Progetti di ricerca di Rilevante Interesse Nazionale), Italian Ministry for Universities and Research 2018
- Associate Editor, Journal of Marketing Management 2010–2022
- Advisory Board, Journal of Customer Behaviour 2010–2022
- Editorial Review Board, Journal of Product & Brand management
- Research Lead, Customer Insights Hub 2021–2022
- Unit of Assessment 17 Coordinator, Kingston University REF 2021 submission
- Research Lead, SMI department 2013–2021
- External Member of Appointment Panels / External Referee: Kent Business School; University of the Arts; London South Bank University; Yarmouk University (Giordan)
Publications
Consumer perceptions and behaviour towards branded commodities
Singh, Jaywant and Dall'Olmo Riley, Francesca, 2022, Journal of Consumer Behaviour (21), 1 pp 19-32, Published
Multichannel shopping: the effect of decision making style on shopper journey configuration and satisfaction
Harris, Patricia, Dall'Olmo Riley, Francesca and Hand, Chris, 2021, Journal of Retailing and Consumer Services (58), Published
Over-time variation in individual's customer satisfaction scores
Dawes, John, Stocchi, Lara and Dall'Olmo Riley, Francesca, 2020, International Journal of Market Research (62), 3 pp 262-271, Published
Understanding multichannel shopper journey configuration: an application of goal theory
Harris, Patricia, Dall'Olmo Riley, Francesca and Hand, Chris, 2018, Journal of Retailing and Consumer Services (44) pp 108-117, Published
Online and store patronage: a typology of grocery shoppers
Harris, Patricia, Dall'Olmo Riley, Francesca, Hand, Chris and Riley, Debra, 2017, International Journal of Retail and Distribution Management (45), 4 pp 419-445, Published
Audience behaviour or buyer behaviour: what can models of brand buying behaviour say about arts audiences?
Hand, Chris and Dall'Olmo Riley, Francesca, 2016, International Journal of Arts Management (19), 1 pp 69-82, Published
Factors associated with the production of word of mouth
East, Robert, Uncles, Mark, Romaniuk, Jenni and Dall'Olmo Riley, Francesca, 2015, International Journal of Market Research (57), 3 pp 439-458, Published
Investigating the consequences of word of mouth from a WOM sender's perspective in the services context
Chawdhary, Rahul and Dall’Olmo Riley, Francesca, 2015, Journal of Marketing Management (31), 9-10 pp 1018-1039, Published
The role of perceived value in vertical brand extensions of luxury and premium brands
Pina, Jose M., Bravo, Rafael and Dall'Olmo Riley, Francesca, 2015, Journal of Marketing Management (31), 7-8 pp 881-913, Published
Evaluating brand extensions, fit perceptions and post-extension brand image: does size matter?
Dall'Olmo Riley, Francesca, Hand, Chris and Guido, Francesca, 2014, Journal of Marketing Management (30), 9-10 pp 904-924, Published
Generalizing spillover effects of goods and service brand extensions: a meta-analysis approach
Pina, Jose M., Dall'Olmo Riley, Francesca and Lomax, Wendy, 2013, Journal of Business Research (66), 9 pp 1411-1419, Published
Downscale extensions: consumer evaluation and feedback effects
Dall'Olmo Riley, Francesca, Pina, Jose M. and Bravo, Rafael, 2013, Journal of Business Research (66), 2 pp 196-206, Published
Brand image and brand usage: is a forty-year-old empirical generalization still useful?
Romaniuk, Jenni, Bogomolova, Svetlana and Dall'Olmo Riley, Francesca, 2012, Journal of Advertising Research (52), 2 pp 243-251, Published
Reasons for switching service providers
East, Robert, Grandcolas, Ursula, Dall'Olmo Riley, Francesca and Lomax, Wendy, 2012, Australasian Marketing Journal (20), 2 pp 164-170, Published
Measuring brand choice in the older customer segment in Japan
Singh, Jaywant, Dall'Olmo Riley, Francesca, Hand, Christopher and Maeda, Mari, 2012, International Journal of Market Research (54), 3 pp 347-368, Published
Online grocery shopping: the influence of situational factors
Hand, Chris, Dall'Olmo Riley, Francesca, Harris, Patricia, Singh, Jaywant and Rettie, Ruth, 2009, European Journal of Marketing (43), 9/10 pp 1205-1219, Published
Purchasing services online: a two-country generalization of possible influences
Dall'Olmo Riley, Francesca, Scarpi, Daniele and Manaresi, Angelo, 2009, Journal of Services Marketing (23), 2 pp 93-103, Published
Editorial: Academy of Marketing Conference 2007 "Marketing theory into Practice" Hosted by Kingston Business School
Dall'Olmo Riley, Francesca, Lomax, Wendy and Robinson, Helen, 2007, Journal of Marketing Management (23), 5-6 pp 387-393, Published
The role of situational variables in online grocery shopping in the UK
Robinson, Helen, Dall'Olmo Riley, Francesca, Rettie, Ruth and Rolls-Wilson, Gill, 2007, The Marketing Review (7), 1 pp 89-106, Published
Measuring and modeling the (limited) reliability of free choice attitude questions
Rungie, Cam, Laurent, Gilles, Dall'Olmo Riley, Francesca, Morrison, Donald G. and Roy, Tirthankar, 2005, International Journal of Research in Marketing (22), 3 pp 309-318, Published
L'acquisto di servizi via Internet
Scarpi, Daniele and Dall'Olmo Riley, Francesca, 2005, Micro & Macro Marketing (14), 1 pp 49-64, Published
Dove vs. Dior: extending brand extension decision-making process from mass to luxury
Dall'Olmo Riley, Francesca, Lomax, Wendy and Blunden, Angela, 2004, Australasian Marketing Journal (12), 3 pp 40-55, Published
Luxury branding on the Internet: lost opportunity or impossibility
Dall'Olmo Riley, Francesca and Lacroix, Caroline, 2003, Marketing Intelligence and Planning (21), 2 pp 96-104, Published
The service brand as relationships builder
Dall'Olmo Riley, Francesca and de Chernatony, Leslie, 2000, British Journal of Management (11), 2 pp 137-150, Published
Added value: its nature, roles and sustainability
de Chernatony, Leslie, Harris, Fiona and Dall'Olmo Riley, Francesca, 2000, European Journal of Marketing (34), 1/2 pp 39-56, Published
Experts' views about defining services brands and the principles of services branding
de Chernatony, Leslie and Dall'Olmo Riley, Francesca, 1999, Journal of Business Research (46), 2 pp 181-192, Published
Patterns of attitudes and behaviour in fragmented markets
Dall'Olmo Riley, Francesca, Rink, Lucy and Harris, Patricia, 1999, Journal of Empirical Generalisations in Marketing Science (4), 3 pp 62-91, Published
Modelling the components of the brand
de Chernatony, Leslie and Dall'Olmo Riley, Francesca, 1998, European Journal of Marketing (32), 11/12 pp 1074-1090, Published
Criteria to assess brand success
de Chematony, Leslie, Dall'Olmo Riley, Francesca and Harris, Fiona, 1998, Journal of Marketing Management (14), 7 pp 765-781, Published
Defining a "brand": beyond the literature with experts' interpretations
de Chernatony, Leslie and Dall'Olmo Riley, Francesca, 1998, Journal of Marketing Management (14), 5 pp 417-443, Published
The variability of attitudinal repeat-rates
Dall'Olmo Riley, F., Ehrenberg, A.S.C, Castleberry, S.B., Barwise, T.P. and Barnard, N.R., 1997, International Journal of Research in Marketing (14), 5 pp 437-450, Published
Individual attitude variations over time
Castleberry, S.B., Barnard, N.R., Barwise, T.P., Ehrenberg, A.S.C. and Dall'Olmo Riley, F., 1994, Journal of Marketing Management (10), 1-3 pp 153-162, Published
The Routledge companion to contemporary brand management
(2016). Abingdon, U.K.: (Routledge) [Published]
Brand management
(2009). London: (Sage Publications Ltd) [Published]
The roles of brands revisited
Dall'Olmo Riley, Francesca (2016). In: Baker, Michael J., Hart, Susan, (eds.), Abingdon: pp 394-414 [Published]
Brand definitions and conceptualizations: the debate
Dall'Olmo Riley, Francesca (2016). In: Dall'Olmo Riley, Francesca, Singh, Jaywant, Blankson, Charles, (eds.), Abingdon, U.K.: pp 3-12 [Published]
Editor's introduction: brand management
Dall'Olmo Riley, Francesca (2009). In: Dall'Olmo Riley, Francesca, (eds.), London: Sage Publications Ltd [Published]
The role of service type, familiarity, contact and internet experience when shopping online for services
Scarpi, Daniele, Dall'Olmo Riley, Francesca and Manaresi, Angelo (2007). In: Evanschitzky, Heiner, Gopalkrishnan, R. Iyer, (eds.), Wiesbaden, Germany: Deutscher Universitäts-Verlag pp 133-156 [Published]
E-commerce consumer and product characteristics
Scarpi, Daniele and Dall'Olmo Riley, Francesca (2006). In: Khosrow-Pour, Mehdi, (eds.), London, U.K.: pp 296-301 [Published]
Antecedents and consequences of purchasing groceries online in the UK
Harris, Patricia, Dall'Olmo Riley, Francesca, Rettie, Ruth, Robinson, Helen and Rolls-Willson, Gill (2005). [Published]
Drivers and barriers to online shopping: the interaction of product, consumer, and retailer factors
Dall'Olmo Riley, Francesca and Scarpi, Daniele (2005). In: Clarke III, Irvine, Flaherty, Theresa B, (eds.), London, U.K.: pp 45-66 [Published]
Sharing my experience or yours: the differential influence of self, social and social intention needs in stimulating positive word of mouth
Chawdhary, Rahul, Dall'olmo Riley, Francesca and Hand, Christopher(2019). [Published]
Are millennials different from non-millennials in their recommendations?
Chawdhary, Rahul and Dall'olmo Riley, Francesca(2019). [Published]
Overtime fluctuations of brand satisfaction scores
Dall'olmo Riley, Francesca, Dawes, John and Stocchi, Laura(2019). [Published]
Psychological drivers of social talk: my experience or yours?
Chawdhary, Rahul, Dall'olmo Riley, Francesca and Hand, Christopher(2019). [Published]
Art or science? Making sense of over-time fluctuations of brand satisfaction scores
Dawes, John, Stocchi, Lara and Dall'Olmo Riley, Francesca(2019). [Published]
What can a model of brand choice tell us about arts participation?
Hand, Christopher, Dall'Olmo Riley, Francesca and Kottasz, Rita(2018). [Published]
Are you listening to me: effect of recommendation rejection and acceptance on the WOM Sender?
Chawdhary, Rahul, Dall'Olmo Riley, Francesca and Lomax, Wendy(2017). [Published]
Influence of local and foreign visual aesthetics and personality traits on Chinese consumers' luxury purchase intentions
Shukla, Paurav, Singh, Jaywant and Dall'Olmo Riley, Francesca(2017). [Published]
Consumers' multi-channel shopping experience in the UK grocery sector: purchase behaviour, motivations and perceptions
Harris, Patricia, Robinson, Helen, Dall'Olmo Riley, Francesca and Hand, Chris(2016). [Published]
Single-channel or multi-channel? U.K. grocery shoppers purchase behaviour, motivations and perceptions
Robinson, Helen, Singh, Jaywant, Dall'Olmo Riley, Francesca, Hand, Chris, Harris, Patricia and Riley, Debra(2016). [Published]
Signaling firm and employee trustworthiness: the influence of service guarantee, employee behaviour and firm reputation on customer trust in service recovery
Singh, Jaywant, Dall'Olmo Riley, Francesca and Crisafulli, Benedetta(2016). [Published]
'It's a matter of aesthetics': exploring the influence of local versus foreign visual aesthetics on consumers' luxury purchase intentions
Shukla, Paurav, Singh, Jaywant, Dall'Olmo Riley, Francesca and Moore, Christopher(2016). [Published]
'Brands that do not do good': the impact of corporate reputation harm on brand equity and consumer value perceptions
Singh, Jaywant, Dall'Olmo Riley, Francesca and Quamina, La Toya(2016). [Published]
Return to sender: exploring the consequences of WOM on the person who articulated it
Chawdhary, Rahul, Dall'Olmo Riley, Francesca and Lomax, Wendy(2016). [Published]
Understanding the boomerang effect of articulating word of mouth on the communicator's own commitment and loyalty
Chawdhary, Rahul and Dall'Olmo Riley, Francesca(2015). [Published]
Consumers' purchase behaviour, motivations and perceptions in the UK grocery sector: a multi-channel shopping experience
Robinson, Helen, Harris, Patricia and Dall'Olmo Riley, Francesca(2015). [Published]
Guarantee policies and employee behaviour as signals of service recovery fairness
Singh, Jaywant, Dall'Olmo Riley, Francesca and Crisafulli, Benedetta(2015). [Published]
Outcomes of articulating word of mouth: a review and synthesis of the literature
Chawdhary, Rahul and Dall'Olmo Riley, Francesca(2015). [Published]
Investigating antecedents and consequences of word of mouth from a WOM sender's perspective in the services context
Chawdhary, Rahul and Dall'Olmo Riley, Francesca(2014). [Published]
The effect of product conspicuousness in vertical downscale extensions: a replication
Dall'Olmo Riley, Francesca, Hand, Chris and Singh, Jaywant(2014). [Published]
Antecedent and consequences of positive word of mouth from WOM sender's perspective: a conceptual framework in the services context
Chawdhary, Rahul and Dall'Olmo Riley, Francesca(2014). [Published]
Customer perceptions of service recovery fairness: an empirical investigation in the Thai hotel sector
Kalafatis, Stavros, Singh, Jaywant, Crisafulli, Benedetta and Dall'Olmo Riley, Francesca(2014). [Published]
Do organisational policies matter? The impact of service guarantee on customer perceptions of recovery fairness
Crisafulli, Benedetta, Singh, Jaywant and Dall'Olmo Riley, Francesca(2014). [Published]
Service encounters: case for understanding organisational sub-cultures
Chawdhary, Rahul and Dall'Olmo Riley, Francesca(2014). [Published]
Does size matter in fit perceptions, extension evaluation and post-extension brand image?
Dall'Olmo Riley, Francesca and Guido, Francesca(2013). [Published]
Changes in attitudes and behaviour
Dall'Olmo Riley, Francesca(2012). [Published]
Investigating the relationship between 'changes‘ in attitudes and purchase behaviour
Dall'Olmo Riley, Francesca, Mcgill, John and Passera, Mark(2012). [Published]
Comparing brand personality measures
Alpatova, Anastasia and Dall'Olmo Riley, Francesca(2011). [Published]
Going downwards: how do consumers evaluate vertical extensions of luxury and prestige brands?
Dall'Olmo Riley, Francesca, Pina, Jose Miguel and Bravo, Rafael(2011). [Published]
Step-down vertical brand extensions of luxury and prestige car brands: exploratory results
Dall'Olmo Riley, Francesca, Pina, Jose M. and Bravo, Rafael(2011). [Published]
How differentiated are branded commodities: an empirical examination of consumer attitudes and behaviour
Singh, J., Dall'Olmo Riley, F. and Hand, C.(2010). [Published]
How differentiated are branded commodities: an empirical examination of consumer attitudes and behaviour
Dall'Olmo Riley, Francesca, Singh, Jaywant and Hand, Chris(2010). [Published]
"Putting CSR marketing in its place": CSR, COO and the purchase of clothing
Avetisyan, Karine and Dall'Olmo Riley, Francesca(2009). [Published]
Evaluating and improving word-of-mouth measures
East, Robert, Dall'Olmo Riley, Francesca, Lomax, Wendy and Harris, Patricia(2009). [Published]
Feedback effects of good and service brand extensions: a meta-analysis approach
Pina, Jose Miguel, Dall'Olmo Riley, Francesca and Lomax, Wendy(2009). [Published]
Brand performance in the UK grocery market: does buying online make a difference?
Hand, Chris, Dall'Olmo Riley, Francesca, Harris, Patricia and Rettie, Ruth(2008). [Published]
Offline to online: the transfer of store loyalty in grocery shopping in the UK.
Harris, Patricia, Dall'Olmo Riley, Francesca, Rettie, Ruth and Hand, Chris(2008). [Published]
Now I shop, now I don't: situational triggers of online grocery shopping behaviour
Dall'Olmo Riley, Francesca, Hand, Chris, Harris, Patricia, Rettie, Ruth, Robinson, Helen and Singh, Jaywant(2008). [Published]
Adoption and motivational factors for online grocery shopping in the UK
Dall'Olmo Riley, Francesca, Hand, Chris, Rettie, Ruth, Robinson, Helen, Singh, Jaywant and Harris, Patricia(2007). [Published]
Antecedents and consequences of purchasing groceries online in the UK
Harris, Patricia, Dall'Olmo Riley, Francesca, Rettie, Ruth, Robinson, Helen and Rolls-Willson, Gill(2005). [Published]
Drivers and barriers to purchasing groceries online in the U.K.
Robinson, Helen, Dall'Olmo Riley, Francesca, Rettie, Ruth and Willson, Gill(2005). [Published]