Jamie Burton

Prof, Professor of Marketing, Dr.

Accepting PhD Students

PhD projects

General Services areas including: Servitization, Customer Experience, Customer Engagement, Customer Feedback, Digital Servitization, Capabilities for servitization or service infusion.

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Personal profile

Biography

Dr Jamie Burton is Professor of Marketing in the Management Sciences and Marketing Division at Alliance MBS.

Jamie has been Head of Division, Associate Head of Division for Teaching, Head of the Marketing Group, Research Director for the Customer Management Leadership Group and previously directed the MSc Marketing and MSc CCRM. Jamie has won a team award for his teaching and teaches and supervises at every level: Executive Education to Undergraduate. Jamie is currently  supervisor to doctoral students Karim Sidawi (researching customer experience and AI) and Lilliane Aboud (studying Customer Engagement and Power) and DBA students, Scott Wagstaff (Motivators that drive evolution of servitization in the upstream oil and gas industry) and Dawn Holmes (Big Data & SMEs). Jamie has supervised 11 doctoral students to successful completion of their PhD including; Dr. Vishal Talwar (Dean of JRE management school, India), Dr. Marwan Khammash (University of Sussex), Dr. Malobi Kar (Said Business School) Dr. Christopher Raddats (University of Liverpool, Management School); Edward Crowley (CEO of Virtulytix) and Dr. Szu-Yao Chien NLP data Scientist at Hello Soda, Manchester.

Jamie gained a BSc Econ (Hons) and an MSc in International Economics, Banking and Finance from Cardiff Business School and a PhD from Manchester Business School (MBS) (Yorkshire Water Scholarship). From 2001-2003 he worked on retail consultancy projects as the Littlewoods post-doctoral fellow at MBS, before being appointed Lecturer and subsequently Senior Lecturer, before his promotion to Professor.

Jamie has held a wide variety of service roles, including retail manager for HMV. He has given a number of executive training presentations, been involved in various research and consulting projects at Alliance MBS and delivered invited presentations for Lancaster University Management School, the University of Maastricht, Shell, Vertex, the British Quality Foundation and the social housing sector. He is research director for the Customer Management Leadership Group and presents regularly to practitioners of customer management at a range of other Blue chip companies.

Jamie co-hosted the 2016 Spring Servitization Conference in Manchester and chaired, organised and ran the 1st and 2nd CMLG academic-practitioner research with impact workshops in January 2016 and June 2018 in Manchester, leading to a special section in the Journal of Services Marketing in March 2017 and potential publications in Journal of Business Research in 2019. 

Jamie has won a number of awards for his research and has over 170 publications including the Journal of Service Research, the International Journal of Operations and Production Management, Industrial Marketing Management, International Journal of Production Economics, Journal of Service Management, Journal of Services Marketing and the Journal of Marketing Managment. Jamie is co-author of the book Converting Customer Value  and a chapter in the book: Practices and Tools for Servitization. Jamie is currently researching in the areas of servitization and customer experience.

Research interests

Jamie's research interests include customer feedback, customer relationship management, retention and profitability, services(s), servitization/service infusion.

Jamie has been the Research Director for the Customer Management Leadership Group, a non-competing customer management, benchmarking group run for practitioners for over fifteen years.

 

Jamie has published in a number of academic journals including Journal of Service Research, International Journal of Operation"s and Production Management, International Journal of Production Economics, Industrial Marketing Management, Journal of Service Management, the Journal of Services Marketing, The Journal of Marketing Management and the Journal of Consumer Behaviour. Jamie has also produced a number of practitioner reports including two reports on contemporary Business Excellence practices (in 5 volumes), for the British Quality Foundation (2013 & 2015). He is co-author of Murphy, J., Burton, J., Gleaves, R & Kitshoff, J (2006), Converting Customer Value: from Retention to Profit, Chichester: John Wiley and Sons Ltd. Jamie is also co-author of a chapter in Kohtamaki, M., Baines, T., Rabetino, R. and Bigdeli, A.Z. (2018) (eds) "Practices and Tools for Servitization".

 

Jamie's paper: Ordenes, F. V., Theodoulidis, B., Burton, J., Gruber, T., & Zaki, M. (2014). Analyzing Customer Experience Feedback Using Text Mining A Linguistics-Based Approach. Journal of Service Research, August, 17(3) 278-295, was:

Recommended by the Marketing Science Institute as a must read journal article of 2014,

Selected as one of four finalists for the Journal of Service Research Best Article Award for 2014 and,

Selected as a finalist for the SERVSIG Best Services Article 2014.

Two of Jamie’s submissions to the Spring Servitization Conference were awarded the prize for “Best industrial project describing a servitization transformation” in consecutive years.

 

Jamie may consider applications for doctoral supervision from September 2019 in the areas of Customer Feedback and Servitization.

Business Excellence Reports

In 2012-2013 and again in 2014-2015 Jamie teams of MBS researchers delivering research projects on Business Excellence, for the British Quality Foundation which he discusses here on youtube www.youtube.com/playlist?list=PLtuDeBJEKi7zu7ces-02rB-DFTkcM_ann
 
The 1st report was conducted with Boots, O2 and divisions of Siemens and Ricoh. The 2nd  with Interserve Construction Limited JPCS,  Northumbrian Water Limited and Wherry Housing. All the research is available via: www.bqf.org.uk/how-we-do-it/research/ published in London: British Quality Foundation.
 
Burton, J., Holmes, D. and Holden, C. (2015) “How to achieve and sustain outstanding levels of performance, 2015. Volume 5: Managing with Agility - Processes”.
Burton, J., Holmes, D. and Holden, C. (2015) “How to achieve and sustain outstanding levels of performance, 2015. Volume 4: Succeeding through the Talent of People”.
Burton, J., Holmes, D. and Holden, C. (2015) “How to achieve and sustain outstanding levels of performance, 2015. Volume 3: Adding Value for Customers”.
Burton, J., Holmes, D. and Holden, C. (2015) “How to achieve and sustain outstanding levels of performance 2015. Volume 2: Leading with Vision, Inspiration and Integrity”.
Burton, J., Holmes, D. and Holden, C. (2015) “How to achieve and sustain outstanding levels of performance, 2015. Volume 1: Executive Summary”.
Burton, J., Boaden, R., Kawalek, P., Kitshoff, J., Holden, C., Gleaves, R. and Raghavan, R (2013) “How to achieve and sustain outstanding levels of performance. Volume 5: Managing Processes with Agility”.
Burton, J., Holman, D., Dougnac, P., Gleaves, R., Kitshoff, J. and Holden, C (2013) “How to achieve and sustain outstanding levels of performance. Volume 4: Succeeding through the Talent of People”.
Burton, J., Rickards, T., Hough, A., Holden, C., Kitshoff, J. and Gleaves, R (2013) “How to achieve and sustain outstanding levels of performance. Volume 3: Leading with Vision, Inspiration and Integrity”.
Burton, J., Kitshoff, J., Holden, C., Brooker, A., and Gleaves, R (2013) “How to achieve and sustain outstanding levels of performance. Volume 2: Adding Value for Customers”, London: British Quality Foundation.
Burton, J., Kitshoff, J. and Holden, C (2013) “How to achieve and sustain outstanding levels of performance. Volume 1: Executive Summary”.
 

Opportunities

Postgraduate Opportunities

Jamie may consider applications for doctoral or DBA supervision in the follwing areas of services marketing: customer feedback, customer experience and engagement (B2B or B2C) or Servitization (B2B)

Teaching

Jamie's teaching interests include marketing, services marketing, customer experience and relationship marketing. Jamie has taught/supervised at every level within MBS: undergraduate, MSc, MBA, PhD, MBSWorldwide and Executive. He currently teaches Undergraduate Marketing Foundations, MSc Customer Experience and Relationship Marketing and MBA Marketing.

Jamie has won a Manchester Business School Team of the Year award for his teaching and teaches and supervises at every level: Executive Education to Undergraduate. Jamie is currently  supervisor to doctoral student Szu-Yao Chien (researching customer experience via text mining social media content) and DBA students, Edward Crowley (researching service infusion in Japanese companies) and Dawn Holmes (researching use of Big Data by SMEs). Jamie has supervised 9 doctoral students to successful completion of their PhD including; Dr. Vishal Talwar (Dean of JRE management school, India), Dr. Marwan Khammash (University of Sussex), Dr. Malobi Kar (Said Business School) and Dr. Christopher Raddats (University of Liverpool, Management School).

Marketing is an extremely dynamic academic subject compared to many other areas and in order to keep delivering value in his teaching Jamie endeavours to combine his extensive and ongoing practitioner experience gained through co-organizing the Customer Management Leadership Group and involvement in other consultancy projects, with the latest academic research and contemporary teaching processes. 

Supervision information

Doctoral supervision (current)

Dates

PhD DBA

Candidate

name

Project title

Funder

Super role

Sub. date

2021-2025

PhD

Nazifa Nisha

“servitization & sustainability”

Alliance MBS Scholarship

1st

2025

Awards: Best Developmental Paper for ‘Developing capabilities for servitization within the circular economy’, Marketing and Retail track, 2022 (Sept) BAM conference, Manchester, U.K.

Doctoral supervision completions 

Dates

Award

Candidate name

Thesis title

Funder

role

2016- 2022

DBA

Scott Wagstaff

Servitization territoriality

Personal

1st

Awards: “Best Paper”, Alliance MBS DBA Conference 07/19

2015-2022

 

DBA

Dawn Holmes

Big data use by SMEs

Personal

1st

Awards: “Best Paper”, Alliance MBS DBA Conference 07/18

*2017-2021

PhD

Karim Sidaoui

Towards a data-driven understanding of the customer experience gestalt

Alliance MBS Scholarship

1st

Awards: Recognized as 1 of 10 doctoral students to become next generation services scholars at American Marketing Association sponsored ‘SERVSIG’s Got Talent’, Summer AMA, Chicago, August, 2019. Invited to visit Gabelli School of Business at Fordham University, New York.

*2017-2021

PhD

Lilliane Aboud

The Interplay between Customer Engagement and Customer Power

Alliance MBS Scholarship

1st

2012- 2019

DBA

Crowley, Edward Andrew

The Impact of National Culture and Other Cognitive Factors on Servitization

Personal

1st

Awards: “Best industrial project describing a servitization transformation” SSC (2015), Aston Business School.

2013- 2017

PhD

Chien, Szu-Yao

Data-Driven Service Systems: Applications of Social Media Dialogue Mining

Personal

2nd

2010-2015

PhD

Israel, nor Farina

The practices of  relationship marketing towards sustaining key account customers in the telecommunication industry inMalaysia

Employer

1st

2011-2015

PhD

Linda Nasr 

Impact of positive customer feedback on employee well-being.

MBS Scholarship

1st

Awards: “Overall Best Poster”, 2012 MBS doctoral conference, May 2012  “Best Poster” at the UoM Methods Fair, October, 2012.

Best Service Consumer Paper, SERVSIG conference 2016

2009-2015

PhD

Oliveira, Valdemir

Designing services quality for a financial services firm

JLT scholarship

1st

2006-2014

PhD

Li, Helen

Relationship Marketing in International Higher Education.

Personal

1st

2011

MBA

Taofiq A. Ajani

Investigating the antecedents of Customer Dissatisfaction in the Telecommunication Industry in Nigeria

Personal

1st

 

2005-2009

PhD

Raddats, Christopher

Differentiation through services in the high-tech manufacturing sector

Corporate Scholarship

2nd

2005-2009

PhD

Al-Abdi, Yaser

A Three-Dimensional Customer Commitment Model: Its Impact on Relational Outcomes

Personal

2nd

2003-2008

PhD

 

Khammash, Marwan

The Value of Customer-to-Customer Interaction for Customer Relationship Management in Online-Communities.

Personal

1st

Awards: Travel scholarship: USA- Prof. Sandeep Krishnamurthy

2002-2007

PhD

Talwar, Vishal

Customer Relationship Portfolio Management

Shell Oil scholarship

1st

2001-2002

PhD agreed 1yr

Kar, Malobi

A Classification of Relationship Marketing Strategies in Business to Consumer Markets

AXA PPP Healthcare Scholarship

2nd

Expertise related to UN Sustainable Development Goals

In 2015, UN member states agreed to 17 global Sustainable Development Goals (SDGs) to end poverty, protect the planet and ensure prosperity for all. This person’s work contributes towards the following SDG(s):

  • SDG 3 - Good Health and Well-being
  • SDG 11 - Sustainable Cities and Communities
  • SDG 12 - Responsible Consumption and Production

Areas of expertise

  • H Social Sciences (General)
  • Services
  • Servitization
  • Service Infusion
  • Customer Experience
  • Customer Engagement
  • Customer Value
  • Customer Feedback
  • Capabilities
  • service networks
  • service management
  • service recovery
  • digital servitization
  • customer journeys
  • HD28 Management. Industrial Management
  • Servitization
  • Service Infusion
  • Capabilities
  • B2B marketing, strategic networks, case studies
  • B2B Services
  • Services
  • B2B Customer Experience
  • business models
  • TS Manufactures
  • Servitization
  • Services
  • Service Infusion
  • B2B marketing, strategic networks, case studies
  • B2B Services
  • B2B Customer Experience

Keywords

  • service
  • service management
  • service networks
  • service recovery
  • capabilities
  • tensions
  • barriers
  • customer experience
  • customer experience management
  • service infusion
  • customer engagement
  • customer value
  • customer feedback
  • ecosystems
  • strategic networks
  • servitization
  • digital servitization
  • customer journeys

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