Professor John Murphy

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Position: United Utilities Professor of Customer Management & Head of Corporate Relations
Academic unit: Management Sciences and Marketing


Dr John A Murphy, United Utilities Professor of Customer Management at Manchester Business School

Professor John A Murphy combines the roles of academic and international consultant specialising in customer management.

He has held a series of senior management positions both in Ireland and the UK and is a pioneer and thought leader on the dynamics of customer management. He has been an advisor to numerous international organisations, including the British Council, Lloyds Banking Group, Santander, Shell, United Utilities and the NHS.

In 1990 he was appointed Visiting Professor of Quality Management at the University of Ulster, the first such chair established in Ireland and in 2000 was appointed by the British Quality Foundation (BQF) as subject expert in customer satisfaction. He has been Chairman of the BQF jury for the nine year period 2003-2012 for the annual UK Business Excellence Awards, regularly presented by the Princess Royal.

At Manchester Business School, he has established a unique cohort of PhD scholarship students in conjunction with leading UK companies. These students are specialising in service quality/customer retention research with an emphasis on issues which have a practical relevance to industry. This is the largest doctoral research group in this specialist area in Europe. In this regard, it is his stated objective to further enhance the international reputation of Manchester Business School as a centre of excellence for management studies. He is a regular contributor to the Management and Executive Development programmes at the Manchester Business School Executive Development Centre. He chairs and directs the Customer Management Leadership Group. CMLG is a network of senior executives from both public and private sectors, leading academics in customer management-related fields and experienced practitioners in the implementation of customer centric change.

Professor Murphy is Head of Corporate Relations at Manchester Business School and was previously Faculty Head of Development, with responsibility for identifying and formalising partnership opportunities for the Faculty of Humanities, which is the largest of the University's four Faculties.

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

He is the author of six books, the most recent of which, The Stakeholder Balance Sheet: Profiting from Really Understanding Your Market, was published in 2008.

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

Research Interests

His main areas of research are service quality, customer loyalty and retention

Programme involvement

Specialist fields




Publication summary




Working papers

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Teaching interests

His main areas of teaching are the dynamics of customer management, including service quality, customer loyalty and retention

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