Jamie Burton

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Chris RaddatsReader in Marketing, University of LiverpoolVerified email at liv.ac.uk
Judy ZolkiewskiAlliance Manchester Business School, University of ManchesterVerified email at manchester.ac.uk
Vicky M. StoryProfessor of Marketing, Loughborough UniversityVerified email at lboro.ac.uk
Thorsten GruberProfessor of Marketing and Service Management, Centre for Service Management (CSM), LoughboroughVerified email at lboro.ac.uk
Tim BainesProfessor of Operations Strategy & Executive Director of the Advanced Services GroupVerified email at aston.ac.uk
Babis TheodoulidisVerified email at theodoulidis.net
Christian KowalkowskiProfessor of Industrial Marketing, Linköping University; Research Fellow, Hanken School of EconomicsVerified email at liu.se
Francis ButtlePrincipal, Francis Buttle and Associates, formerly Professor, Macquarie Graduate School ofVerified email at mq.edu.au
Mohamed ZakiDeputy Director Cambridge Service AllianceVerified email at cam.ac.uk
Francisco Villarroel OrdenesAssistant Professor of Marketing, LUISS Guido Carli UniversityVerified email at luiss.it
Dominic MedwayProfessor of Marketing, Institute of Place Management, MMUVerified email at mmu.ac.uk
Heiko GebauerEAWAGVerified email at eawag.ch
Karim SidaouiRadboud UniversityVerified email at ru.nl
Linda D PetersUniverstiy of nottinghamVerified email at nottingham.ac.uk
Lisa OMalleyProfessor of Marketing, Kemmy Business School, University of LimerickVerified email at ul.ie
Marv KhammashMarketing Faculty, University of SussexVerified email at sussex.ac.uk
Ken BatesLecturer in Accounting, Vivtoria University of WellingtonVerified email at vuw.ac.nz
Ali Ziaee BigdeliProfessor of Industrial Service Innovation at Aston Business SchoolVerified email at aston.ac.uk
Scott WagstaffAlliance Manchester Business SchoolVerified email at postgrad.manchester.ac.uk
Vishal TalwarBML Munjal UniversityVerified email at bmu.edu.in

Jamie Burton

Professor of Marketing, Management Sciences and Marketing Division, Alliance Manchester

Verified email at manchester.ac.uk - Homepage

services servitization customer experience and engagement


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Servitization: A contemporary thematic review of four major research streams C Raddats, C Kowalkowski, O Benedettini, J Burton, H Gebauer Industrial Marketing Management 83, 207-223, 2019	418	2019
Does service failure influence customer loyalty? F Buttle, J Burton Journal of Consumer Behaviour: an international research review 1 (3), 217-227, 2002	412	2002
Capabilities for advanced services: A multi-actor perspective VM Story, C Raddats, J Burton, J Zolkiewski, T Baines Industrial Marketing Management 60, 54-68, 2017	288	2017
Analyzing Customer Experience Feedback Using Text Mining: A Linguistics-Based Approach FV Ordenes, B Theodoulidis, J Burton, T Gruber, M Zaki Journal of Service Research 17 (3), 278-295, 2014	273	2014
Why do people read reviews posted on consumer-opinion portals? J Burton, M Khammash New Developments in Online Marketing, 51-75, 2013	202	2013
Why Do People Read Reviews Posted on Consumer Opinion Portals? J Burton, M Khammash New developments in Online marketing (Key Issues in Marketing Management), 2012	202	2012
Strategic B2B customer experience management: the importance of outcomes-based measures J Zolkiewski, V Story, J Burton, P Chan, A Gomes, P Hunter-Jones, ... Journal of Services Marketing 31 (2), 172-184, 2017	174	2017
Motivations for servitization: the impact of product complexity C Raddats, T Baines, J Burton, VM Story, J Zolkiewski International Journal of Operations & Production Management 36 (5), 572-591, 2016	164	2016
Resource configurations for services success in manufacturing companies C Raddats, J Burton, R Ashman Journal of Service Management 26 (1), 97-116, 2015	132	2015
Interactively developed capabilities: evidence from dyadic servitization relationships C Raddats, J Zolkiewski, VM Story, J Burton, T Baines, A Ziaee Bigdeli International Journal of Operations and Production Management 37 (3), 382-400, 2017	128	2017
Characterizing Customer Experience Management in Business Markets L Witell, C Kowalkowski, H Perks, C Raddats, M Schwabe, O Benedettini, ... Journal of Business Research, 2019	121	2019
Overcoming the challenges that hinder new service development by manufacturers with diverse services strategies J Burton, J., Story, V., Raddats, C. and Zolkiewski International Journal of Production Economics, 2017	92	2017
Strategy and structure configurations for services within product‐centric businesses C Raddats, J Burton Journal of Service Management, 2011	87	2011
Exploring the impact of customer feedback on the well-being of service entities: A TSR perspective L Nasr, J Burton, T Gruber, J Kitshoff Journal of Service Management 25 (4), 531-555, 2014	85	2014
Accounting is from Mars, Marketing is from Venus: Establishing common ground for the concept of Customer Profitability R Gleaves, J Burton, J Kitshoff, K Bates, M Whittington The Marketing/Accounting Interface (Key Issues in Marketing Management), 2012	79*	2012
Accounting is from Mars, marketing is from Venus: establishing common ground for the concept of customer profitability R Gleaves, J Burton, J Kitshoff, K Bates, M Whittington Journal of Marketing Management 24 (7-8), 825-845, 2008	79	2008
A positioning typology of consumers’ perceptions of the benefits offered by successful service brands J Burton, C Easingwood Journal of Retailing and consumer services 13 (5), 301-316, 2006	62	2006
AI feel you: customer experience assessment via chatbot interviews K Sidaoui, M Jaakkola, J Burton Journal of Service Management 31 (4), 745-766, 2020	60	2020
Using qualitative research to refine service quality models J Burton, C Easingwood, JA Murphy Qualitative Market Research: An International Journal 4 (4), 217-223, 2001	60	2001
Identifying Tensions in the Servitized Value Chain: If servitization is to be successful, servitizing firms must address the tensions the process creates in their value network. J Burton, V Story, J Zolkiewski, C Raddats, TS Baines, D Medway Research-Technology Management 59 (5), 38-47, 2016	58	2016

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