Professor Francesca Dall'Olmo Riley
Faculties, departments and locations
- Faculty of Business and Social Sciences
- Department of Strategy, Marketing and Innovation
- Kingston Business School
- Kingston Hill
Adjunct Faculty
- Email:
- [email protected]
About
Now an adjunct faculty member 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, ÖØ¿ÚζSM
- 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 UniversityREF 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
The Routledge companion to contemporary brand management
(2016). Abingdon, U.K.: (Routledge)
Brand management
(2009). London: (Sage Publications Ltd)
Consumer perceptions and behaviour towards branded commodities
Singh, Jaywant and Dall'Olmo Riley, Francesca, 2022, Journal of Consumer Behaviour (21), 1, pp 19-32
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), pp 102286
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
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
Online and store patronage : a typology of grocery shoppers
Harris, Patricia, Dall'Olmo Riley, Francesca, Hand, Chris and Riley, Debra, 2017, (45), 4, pp 419-445
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
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
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
The role of perceived value in vertical brand extensions of luxury and premium brands
Dall'Olmo Riley, Francesca, Pina, Jose M. and Bravo, Rafael, 2015, Journal of Marketing Management (31), 7-8, pp 881-913
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
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
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
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
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
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
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
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
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
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
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
L'acquisto di servizi via Internet
Scarpi, Daniele and Dall'Olmo Riley, Francesca, 2005, (14), 1, pp 49-64
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
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
The service brand as relationships builder
Dall'Olmo Riley, Francesca and de Chernatony, Leslie, 2000, British Journal of Management (11), 2, pp 137-150
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
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
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
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
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
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
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
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
The roles of brands revisited
Dall'Olmo Riley, Francesca (2016). In: Baker, Michael J., (eds.) and Hart, Susan, (eds.), The marketing book. Abingdon: Routledge, pp 394-414
Brand definitions and conceptualizations : the debate
Dall'Olmo Riley, Francesca (2016). In: Dall'Olmo Riley, Francesca, (eds.), Singh, Jaywant, (eds.) and Blankson, Charles, (eds.), The Routledge companion to contemporary brand management. Abingdon, U.K.: Routledge, pp 3-12
Editor's introduction: brand management
Dall'Olmo Riley, Francesca (2009). In: Dall'Olmo Riley, Francesca, (ed.), Brand management. London: Sage Publications Ltd
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, (eds.) and Gopalkrishnan, R. Iyer, (eds.), E-services: opportunities and threats. Wiesbaden, Germany: Deutscher Universitäts-Verlag, pp 133-156
E-commerce consumer and product characteristics
Scarpi, Daniele and Dall'Olmo Riley, Francesca (2006). In: Khosrow-Pour, Mehdi, (ed.), Encyclopedia of e-commerce e-government and mobile commerce. London, U.K.: Idea Group Reference, pp 296-301
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, (eds.) and Flaherty, Theresa B, (eds.), Advances in electronic marketing. London, U.K.: Idea Group Inc. Publishing, pp 45-66
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). In: British Academy of Management (BAM) Conference 2019 : Building and Sustaining High Performance Organisations in Uncertain Times : Challenges and Opportunities, 03 - 05 Sep 2019 :Birmingham, U.K.
Are millennials different from non-millennials in their recommendations?
Chawdhary, Rahul and Dall'olmo Riley, Francesca(2019). In: Academy of Marketing (AM) Conference 2019 : When you tire of marketing you tire of life, 02 -04 Jul 2019 :London, U.K.
Overtime fluctuations of brand satisfaction scores
Dall'olmo Riley, Francesca, Dawes, John and Stocchi, Laura(2019). In: 10th Annual Faculty Research Conference: Contemporary Issues in Business and Social Sciences in a period of uncertainty, 03 - 04 Jun 2019 :Kingston upon Thames, U.K.
Psychological drivers of social talk : my experience or yours?
Chawdhary, Rahul, Dall'olmo Riley, Francesca and Hand, Christopher(2019). In: 10th Annual Faculty Research Conference: Contemporary Issues in Business and Social Sciences in a period of uncertainty, 03 - 04 Jun 2019 :Kingston upon Thames, U.K.
Art or science? Making sense of over-time fluctuations of brand satisfaction scores
Dawes, John, Stocchi, Lara and Dall'Olmo Riley, Francesca(2019). In: 14th Global Brand Conference, 08 - 10 May 2019 :Berlin, Germany
What can a model of brand choice tell us about arts participation?
Hand, Christopher, Dall'Olmo Riley, Francesca and Kottasz, Rita(2018). In: 9th Annual Faculty of Business Research Conference: Contemporary Issues in Business, 04 Jun 2018 :Kingston upon Thames, U.K.
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). In: Academy of Marketing (AM) Conference 2017: Freedom Through Marketing: Looking Back, Going Forward, 3-6 Jul 2017 :Hull, U.K.
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). In: American Marketing Association (AMA) 2017 Winter Conference: Better Marketing for a Better World, 17-19 Feb 2017 :Orlando, Florida, U.S.
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). In: 2016 Academy of Marketing Science (AMS) World Marketing Congress: Marketing at the Confluence between Entertainment and Analytics, 19-23 Jul 2016 :Paris, France
Single-channel or multi-channel? U.K. grocery shoppers purchase behaviour, motivations and perceptions
Dall'Olmo Riley, Francesca, Hand, Chris, Harris, Patricia, Riley, Debra, Robinson, Helen and Singh, Jaywant(2016). In: Academy of Marketing (AM) Conference 2016: Radical Marketing, 4-7 Jul 2016 :Newcastle, U.K.
Signaling firm and employee trustworthiness : the influence of service guarantee, employee behaviour and firm reputation on customer trust in service recovery
Crisafulli, Benedetta, Singh, Jaywant and Dall'Olmo Riley, Francesca(2016). In: SERVSIG 2016 -The Future of Services in the Heart of Europe, 17-19 Jun 2016 :Maastricht, The Netherlands
'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). In: 2016 Monaco Symposium on Luxury: Emerging Challenges in Luxury Marketing, 7-8 Apr 2016 :Monte Carlo, Monaco
Return to sender: exploring the consequences of WOM on the person who articulated it
Chawdhary, Rahul, Dall'Olmo Riley, Francesca and Lomax, Wendy(2016). In: 45th European Marketing Academy (EMAC) Annual Conference: Marketing in the Age of Data, 24-27 May 2016 :Oslo, Norway
'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). In: 11th Global Brand Conference: Brands that do Good, 27-29 Apr 2016 :Bradford, U.K.
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). In: 44th European Marketing Academy (EMAC) Annual Conference: Collaboration in Research, 26-29 May 2015 :Leuven, Belgium
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). In: 3rd International Conference on Contemporary Marketing Issues (ICCMI) 2015, 30 Jun - 02 Jul 2015 :Kingston upon Thames, U.K.
Guarantee policies and employee behaviour as signals of service recovery fairness
Crisafulli, Benedetta, Singh, Jaywant and Dall'Olmo Riley, Francesca(2015). In: Academy of Marketing (AM) Conference 2015: The Magic in Marketing, 7-9 Jul 2015 :Limerick, Ireland
Outcomes of articulating word of mouth: a review and synthesis of the literature
Chawdhary, Rahul and Dall'Olmo Riley, Francesca(2015). In: Academy of Marketing (AM) Conference 2015: The Magic in Marketing, 7-9 Jul 2015 :Limerick, Ireland
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). In: Academy of Marketing (AM) Conference 2014: Marketing Dimensions: People, Places and Spaces, 7-10 Jul 2014 :Bournemouth, U.K.
The effect of product conspicuousness in vertical downscale extensions: a replication
Dall'Olmo Riley, Francesca, Hand, Chris and Singh, Jaywant(2014). In: Academy of Marketing (AM) Conference 2014: Marketing Dimensions: People, Places and Spaces, 7-10 Jul 2014 :Bournemouth, U.K.
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). 3-6 Jun 2014 : Valencia, Spain
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). 3-6 Jun 2014 : Valencia, Spain
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). 3-6 Jun 2014 : Valencia, Spain
Service encounters: case for understanding organisational sub-cultures
Chawdhary, Rahul and Dall'Olmo Riley, Francesca(2014). In: Academy of Marketing (AM) Conference 2014: Marketing Dimensions: People, Places and Spaces, 7-10 Jul 2014 :Bournemouth, U.K.
Does size matter in fit perceptions, extension evaluation and post-extension brand image?
Dall'Olmo Riley, Francesca and Guido, Francesca(2013). In: Academy of Marketing (AM) Conference 2013: Marketing Relevance, 8-11 Jul 2013 :Cardiff, Wales
Changes in attitudes and behaviour
Dall'Olmo Riley, Francesca(2012). In: Australian and New Zealand Marketing Academy (ANZMAC) Conference 2012, 03-05 Dec 2012 :Adelaide, Australia
Investigating the relationship between ‘changes’ in attitudes and purchase behaviour
Dall'Olmo Riley, Francesca, Mcgill, John and Passera, Mark(2012). In: Academy of Marketing (AM) Conference 2012: Marketing: catching the technology wave, 2-5 Jul 2012 :Southampton, U.K.
Comparing brand personality measures
Alpatova, Anastasia and Dall'Olmo Riley, Francesca(2011). In: Academy of Marketing Conference 2011: Marketing fields forever, 05-07 Jul 2011 :Liverpool, U.K.
Going downwards: how do consumers evaluate vertical extensions of luxury and prestige brands?
Dall'Olmo Riley, Francesca, Pina, Jose Miguel and Bravo, Rafael(2011). In: European Academy of Marketing (EMAC) 40th Conference 2011, 24-27 May 2011 :Ljubljana, Slovenia
Step-down vertical brand extensions of luxury and prestige car brands: exploratory results
Dall'Olmo Riley, Francesca, Pina, Jose M. and Bravo, Rafael(2011). In: The 2nd Annual Faculty of Business and Law Conference: Emerging Issues in Business and Law, 10 May 2011 :Kingston upon Thames, U.K.
How differentiated are branded commodities: an empirical examination of consumer attitudes and behaviour
Singh, J., Dall'Olmo Riley, F. and Hand, C.(2010). In: Emerging Issues in Business and Law, 22 Jun 2010 :Kingston upon Thames, U.K.
How differentiated are branded commodities: an empirical examination of consumer attitudes and behaviour
Dall'Olmo Riley, Francesca, Singh, Jaywant and Hand, Chris(2010). In: The six senses: the essentials of marketing : 39th European Marketing Academy (EMAC) Annual Conference, 01 - 04 Jun, 2010 :Copenhagen, Denmark
"Putting CSR marketing in its place": CSR, COO and the purchase of clothing
Avetisyan, Karine and Dall'Olmo Riley, Francesca(2009). In: Academy of Marketing (AM) Annual Conference 2009: Putting Marketing in its Place, 7-9 Jul 2009 :Leeds, U.K
Evaluating and improving word-of-mouth measures
East, Robert, Dall'Olmo Riley, Francesca, Lomax, Wendy and Harris, Patricia(2009). In: 38th European Marketing Academy (EMAC) Annual Conference 2009: Marketing and the Core Disciplines: Rediscovering References?, 26-29 May 2009 :Nantes, France
Feedback effects of good and service brand extensions: a meta-analysis approach
Pina, Jose Miguel, Dall'Olmo Riley, Francesca and Lomax, Wendy(2009). In: 38th European Marketing Academy (EMAC) Annual Conference 2009: Marketing and the Core Disciplines: Rediscovering References?, 26-29 May 2009 :Nantes, France
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). In: Academy of Marketing (AM) Annual Conference 2008 - Reflective marketing in a material world, 8-10 Jul 2008 :Aberdeen, Scotland
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). In: Academy of Marketing (AM) Annual Conference 2008 - Reflective marketing in a material world, 08 - 10 Jul 2008 :Aberdeen, U.K.
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). In: 37th European Marketing Academy (EMAC) Annual Conference 2008: Marketing Landscapes: A Pause for Thought, 27-30 May 2008 :Brighton, U.K.
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). In: Academy of Marketing (AM) Annual Conference 2007: Marketing Theory into Practice, 3-6 Jul 2007 :Egham, U.K.
Antecedents and consequences of purchasing groceries online in the UK
Robinson, Helen, Harris, Patricia, Dall'Olmo Riley, Francesca, Rettie, Ruth and Rolls-Willson, Gill(2005). In: Academy of Marketing (AM) Annual Conference 2005: Marketing: Building Business, Shaping Society, 05 - 07 Jul 2005 :Dublin, Ireland
Drivers and barriers to purchasing groceries online in the U.K.
Robinson, Helen, Dall'Olmo Riley, Francesca, Rettie, Ruth and Willson, Gill(2005). In: 34th European Marketing Academy (EMAC) Annual Conference 2005: Rejuvenating Marketing: Contamination, innovation, integration, 24-27 May 2005 :Milan, Italy