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
Dominic MedwayProfessor of Marketing, Institute of Place Management, Manchester Metropolitan UniversityVerified email at mmu.ac.uk
Christian KowalkowskiProfessor of Industrial Marketing, Director of CBMI, Linköping UniversityVerified email at liu.se
Francisco Villarroel OrdenesFull Professor of Marketing, Alma Mater Studiorum - University of BolognaVerified email at unibo.it
Karim SidaouiRadboud UniversityVerified email at ru.nl
Francis ButtlePrincipal (retired), Francis Buttle and Associates, formerly Professor, Macquarie Graduate School ofVerified email at francisbuttle.com.au
Heiko GebauerEAWAGVerified email at eawag.ch
Mohamed ZakiDeputy Director Cambridge Service AllianceVerified email at cam.ac.uk
Linda D PetersUniverstiy of nottinghamVerified email at nottingham.ac.uk
Lisa OMalleyProfessor of Marketing, Kemmy Business School, University of LimerickVerified email at ul.ie
Edward CrowleyAssistant Professor, Southeast Missouri State UniversityVerified email at semo.edu
Ken BatesLecturer in Accounting, Vivtoria University of WellingtonVerified email at vuw.ac.nz
Scott WagstaffAlliance Manchester Business SchoolVerified email at manchester.ac.uk
Helen L. BruceSenior Lecturer (Associate Professor) of Marketing, Lancaster UniversityVerified email at lancaster.ac.uk
Ali Ziaee BigdeliProfessor of Industrial Service Innovation at Aston Business SchoolVerified email at aston.ac.uk

Jamie Burton

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

Verified email at manchester.ac.uk - Homepage

services (digital) servitization customer experience engagement digital service innovation


Title Sort by citations Sort by year Sort by title	Cited by Cited by	Year
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	575	2019
Does service failure influence customer loyalty? F Buttle, J Burton Journal of Consumer Behaviour: an international research review 1 (3), 217-227, 2002	431	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	372	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	319	2014
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	238	2017
Why do people read reviews posted on consumer-opinion portals? J Burton, M Khammash New Developments in Online Marketing, 51-75, 2013	235	2013
Characterizing Customer Experience Management in Business Markets L Witell, C Kowalkowski, H Perks, C Raddats, M Schwabe, O Benedettini, ... Journal of Business Research, 2019	218	2019
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	203	2016
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	160	2017
Resource configurations for services success in manufacturing companies C Raddats, J Burton, R Ashman Journal of Service Management 26 (1), 97-116, 2015	149	2015
AI feel you: customer experience assessment via chatbot interviews K Sidaoui, M Jaakkola, J Burton Journal of Service Management 31 (4), 745-766, 2020	139	2020
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	109	2014
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	106	2017
Strategy and structure configurations for services within product‐centric businesses C Raddats, J Burton Journal of Service Management, 2011	99	2011
Capabilities supporting digital servitization: a multi-actor perspective É Marcon, A Marcon, NF Ayala, AG Frank, V Story, J Burton, C Raddats, ... Industrial Marketing Management 103, 97-116, 2022	87	2022
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	87*	2012
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	71	2016
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	67	2001
Developing a deeper understanding of positive customer feedback L Nasr, J Burton, T Gruber Journal of Services Marketing 32 (2), 142-160, 2018	63	2018
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	61	2006

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