The Lifebelt: The Definitive Guide to Managing Customer Retention

Dr John A Murphy is Abbey National Visiting Professor in Service Quality at the Manchester Business School. Professor Murphy combines the roles of academic and international consultant specializing in service quality management and customer retention.

He has held a series of senior management positions both in Ireland and the UK. He is currently a non-executive director of Total Research, the London-based European operation of the International Strategic Market Research Company, headquartered in Princeton, New Jersey, USA.

At Manchester Business School, he has established a unique cohort of PhD scholarship students in conjunction with leading UK compaies. These students are specalizing in service quality / customer retention research with an emphasis on issues that have a practical relevace to industry. This is the largest doctoral research group in this specialist area in Europe. He is a contributor to the MBA Programme and directs the Best in Quality Case Study Conference Programme. He is a regular contributor to the Management and Executive Development programmes of the MBS Executive Centre.

He holes five professioal fellowships and is a member of the International Academy for Quality, whose members are chosen from the most active protagonists in quality in the world.

John Murphy is a Food Science graduate of University College, Cork and has a Master’s degree in Science from Trinity College, Dublin, and Doctor of Philosophy degree from the University of Ulster, Ireland.