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 specialising 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 coh