Jamie Burton

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Judy ZolkiewskiAlliance Manchester Business School, University of ManchesterVerified email at manchester.ac.uk
Chris RaddatsReader in Marketing, University of LiverpoolVerified email at liv.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
Francis ButtlePrincipal, Francis Buttle and Associates, formerly Professor, Macquarie Graduate School ofVerified email at mq.edu.au
Christian KowalkowskiProfessor of Industrial Marketing, Linköping University; Research Fellow, Hanken School of EconomicsVerified email at liu.se
Mohamed ZakiDeputy Director Cambridge Service AllianceVerified email at cam.ac.uk
Heiko GebauerEAWAGVerified email at eawag.ch
Dominic MedwayProfessor of Marketing, Institute of Place Management, MMUVerified email at mmu.ac.uk
Francisco Villarroel OrdenesAssistant Professor of Marketing, LUISS Guido Carli UniversityVerified email at luiss.it
Linda Alkire (née Nasr)Assistant Professor of Marketing at Texas State UniversityVerified email at txstate.edu
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
Karim SidaouiRadboud UniversityVerified email at ru.nl
Ali Ziaee BigdeliAssociate Professor (Reader) in Industrial Service Innovation at Aston Business SchoolVerified email at aston.ac.uk
Vishal TalwarBML Munjal UniversityVerified email at bmu.edu.in
Ken BatesLecturer in Accounting, Vivtoria University of WellingtonVerified email at vuw.ac.nz

Jamie Burton

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

Verified email at manchester.ac.uk - Homepage

services servitization customer experience and engagement


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Does service failure influence customer loyalty? F Buttle, J Burton Journal of Consumer Behaviour: an international research review 1 (3), 217-227, 2002	377	2002
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	280	2019
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	228	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	223	2014
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	181	2012
Why do people read reviews posted on consumer-opinion portals? J Burton, M Khammash Journal of Marketing Management 26 (3-4), 230-255, 2010	180	2010
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, 2017	133	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, 2016	133	2016
Resource configurations for services success in manufacturing companies C Raddats, J Burton, R Ashman Journal of Service Management, 2015	120	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	97	2017
Strategy and structure configurations for services within product‐centric businesses C Raddats, J Burton Journal of Service Management, 2011	82	2011
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	75*	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	75	2008
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	72	2017
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, 2014	72	2014
Characterizing Customer Experience Management in Business Markets L Witell, C Kowalkowski, H Perks, C Raddats, M Schwabe, O Benedettini, ... Journal of Business Research, 2019	71	2019
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	53	2001
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	52	2006
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	45	2016
Converting customer value: from retention to profit JA Murphy, J Burton, R Gleaves, J Kitshoff John Wiley & Sons Inc, 2005	37	2005

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