Research output per year
Research output per year
Accepting PhD Students
PhD projects
General Services areas including: Servitization, Customer Experience, Customer Engagement, Customer Feedback, Digital Servitization, Capabilities for servitization or service infusion.
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 student Nazifa Nisha (researching sustainability and product service systes). Jamie has supervised 15 doctoral students to successful completion of their PhD including; Dr. Vishal Talwar (Director of IMT Ghaziabad, India), Dr. Marwan Khammash (University of Sussex), Dr. Malobi Kar (Said Business School) Dr. Christopher Raddats (University of Liverpool, Management School); Dr Karim Sidaoui (Radboud University), Dr. Dawn Holmes (independent consultant), Dr. Scott Wagstaff (ADNOC Group), Dr. Lilliane Aboud (University of Surrey), Dr. Edward Crowley (CEO of Virtulytix) and Dr. Szu-Yao Chien (AI Data Scientist at FTI Consulting).
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'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.
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)
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.
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 |
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):
Research output: Contribution to conference › Paper › peer-review
Research output: Contribution to journal › Article › peer-review
Research output: Contribution to journal › Article › peer-review
Research output: Chapter in Book/Conference proceeding › Conference contribution › peer-review
Research output: Contribution to conference › Paper › peer-review
Chen, Y.-W. (PI), Rahbarimanesh, A. (CoI), Allmendinger, R. (CoI), De, A. (PI), Constantinides, P. (PI), Burton, J. (PI) & Chowdhury, I. N. (PI)
1/01/24 → 30/06/24
Project: Research
Burton, J. (Recipient), Story, V. M. (Recipient), Raddats, C. (Recipient) & Zolkiewski, J. (Recipient), 6 Jul 2017
Prize: Prize (including medals and awards)
Burton, J. (Recipient), Story, V. M. (Recipient), Raddats, C. (Recipient) & Zolkiewski, J. (Recipient), 6 Jul 2017
Prize: Prize (including medals and awards)
Nasr, L. (Recipient), Burton, J. (Recipient) & Gruber, T. (Recipient), 18 Jun 2016
Prize: Prize (including medals and awards)
Burton, J. (Recipient), Ordenes, F. V. (Recipient), Theodoulidis, B. (Recipient), Gruber, T. (Recipient) & Zaki, M. (Recipient), 12 Jul 2015
Prize: Prize (including medals and awards)
Ordenes, F. V. (Recipient), Theodoulidis, B. (Recipient), Burton, J. (Recipient), Gruber, T. (Recipient) & Zaki, M. (Recipient), 12 Jul 2015
Prize: Prize (including medals and awards)
Burton, J. (Participant)
Activity: Participating in or organising event(s) › Organising a conference, workshop, exhibition, performance, inquiry, course etc › Research
Burton, J. (Examiner)
Activity: Examination › Research
Burton, J. (Co-Chair)
Activity: Participating in or organising event(s) › Organising a conference, workshop, exhibition, performance, inquiry, course etc › Research
Burton, J. (Examiner)
Activity: Examination › Research
Burton, J. (Guest editor), Nasr, L. (Guest editor), Gruber, T. (Guest editor) & Bruce, H. (Guest editor)
Activity: Publication peer-review and editorial work › Editorial work › Research
Zolkiewski, J. (Participant) & Burton, J. (Participant)
Impact: Economic impacts
Kowalkowski, C. (Contributor), Benedettini, O. (Contributor), Burton, J. (Contributor), Gebauer, H. (Contributor) & Raddats, C. (Contributor), Mendeley Data, 26 Apr 2019
DOI: 10.17632/83gg6jt8s9.1, https://data.mendeley.com/datasets/83gg6jt8s9
Dataset