Jamie Burton

Search results

• 2023

  I Can’t Always Get What I Want: Low Power, Service Customer (Dis)Engagement and Wellbeing

  Abboud, L., Bruce, H. & Burton, J., 25 Jan 2023, (E-pub ahead of print) In: European Journal of Marketing.

  Research output: Contribution to journal › Article › peer-review

  Open Access

  File

  • Customer 100%
  • Disengagement 20%
  • Experience 15%
  • Service 15%
  • Research 10%
  4 Downloads (Pure)
• 2022

  CAPABILITIES SUPPORTING DIGITAL SERVITIZATION: A MULTI-ACTOR PERSPECTIVE

  Marcon, É., Marcon, A., Ayala, N., Frank, A., Story, V., Burton, J., Raddats, C. & Zolkiewski, J., 6 Mar 2022, (Accepted/In press) In: Industrial Marketing Management.

  Research output: Contribution to journal › Article › peer-review

  • Actors 100%
  • Service 88%
  • Roles 44%
  • Required Capability 33%
  • Contexts 22%

• Moving Beyond Manufacturing: Building a Research Agenda for Servitizing Service Firms and Ecosystems

  Burton, J., Raddats, C., Story, V., West, S. & Zolkiewski, J., 10 Apr 2022, Smart Services Summit: Smart Services Supporting the New Normal. West, S., Meierhofer, J. & Mangla, U. (eds.). Springer Nature, p. 149-158 10 p.

  Research output: Chapter in Book/Report/Conference proceeding › Chapter › peer-review

  • Service Provider 100%
  • Provider Service 100%
  • Service 66%
  • Research 50%
  • Business 33%

• The Outcomes of B2B Data-driven Customer Focused Value Creation

  Holmes, D., Burton, J. & Zolkiewski, J., 28 Dec 2022, (Accepted/In press) In: Journal of Business & Industrial Marketing.

  Research output: Contribution to journal › Article › peer-review

  • Project 100%
  • Research 85%
  • Boundary Spanning 85%
  • Contexts 71%
  • Value Creation 57%

• The outcomes of B2B data-driven customer focussed value creation

  Holmes, D., Burton, J. & Zolkiewski, J., 28 Dec 2022, (Accepted/In press) In: Journal of Business & Industrial Marketing.

  Research output: Contribution to journal › Article › peer-review
• 2021

  Manufacturers’ service innovation efforts: From customer projects to business models and beyond

  Story, V., Zolkiewski, J., Burton, J. & Raddats, C., 31 Jul 2021, The Palgrave Handbook of Servitization.. Kohtamäki, M., Baines, T., Rabetino, R., Kowalkowski, C., Oliva, R. & Parida, V. (eds.). Palgrave Macmillan Ltd, p. 419–436 38 p.

  Research output: Chapter in Book/Report/Conference proceeding › Chapter › peer-review

• Should We Cooperate? Game Theory Insights for Servitization.

  Wagstaff, S., Burton, J. & Zolkiewski, J., 12 Aug 2021, In: Journal of Service Management.

  Research output: Contribution to journal › Article › peer-review

  Open Access

  File

  • Cooperatives 100%
  • Understanding 50%
  • Approach 50%
  • Organizations 50%
  • Actors 50%
  242 Downloads (Pure)

• The Servitization Assimilation Paradox: Conflicting Loyalties: a Supplier's Employee Embedded in a Customer's Organization

  Wagstaff, S., Burton, J. & Zolkiewski, J., 11 Feb 2021, (Accepted/In press) Spring Servitization Conference 2021.

  Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

• UNDERSTANDING THE CHALLENGES OF DIGITAL SERVITIZATION IN HEALTHCARE

  Zolkiewski, J., Burton, J., Ausaf, G., Rogers, S., Pole, R. & Story, V., 12 May 2021, Servitization: A Pathway Towards a Resilient, Productive and Sustainable Future,: Proceedings of the Spring Servitization Conference, 10th-12th May, 2021. Bigdeli, A., T. B., Rapaccini, M., Saccini, M. & Adrodegari, F. (eds.). p. 1-8 8 p.

  Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

  • Research 100%
  • Process 100%
  • Economic and Social Development 66%
  • Understanding 66%
  • Health Care 66%
• 2020

  AI Feel You: Customer Experience Assessment via Chatbot Interviews

  Sidaoui, K., Jaakkola, M. & Burton, J., 21 Jun 2020, (Accepted/In press) In: Journal of Service Management.

  Research output: Contribution to journal › Article › peer-review

  • Customer Experience 100%
  • Artificial Intelligence 55%
  • Sentiment Analysis 33%
  • Application 11%
  • Service 11%

• Fostering Collaborative Research for Customer Experience – Connecting Academic and Practitioner Worlds

  Burton, J., Gruber, T. & Gustafsson, A., 5 May 2020, (E-pub ahead of print) In: Journal of Business Research.

  Research output: Contribution to journal › Article › peer-review

  Open Access

  File

  • Customer Experience 100%
  • Service 50%
  • Roles 50%
  • Events 50%
  • Decision-Making 50%
  42 Downloads (Pure)

• Governing Mobilities on the UK Canal Network

  Kaaristo, M., Medway, D., Burton, J., Rhoden, S. & Bruce, H., 15 Jul 2020, (Accepted/In press) In: Mobilities.

  Research output: Contribution to journal › Article › peer-review

  • Mobility 100%
  • UK 88%
  • Canals 44%
  • Civil and Political Rights 44%
  • Governance 33%

• Servitization as a Gamechanger in the Oil Indistry

  Wagstaff, S., Burton, J. & Zolkiewski, J., 2020, Spring Servitization Conference 2020.

  Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

• Servitization as a Tool to Change the Rules of the Game

  Wagstaff, S., Burton, J. & Zolkiewski, J., 3 Sep 2020, IMP-2020 Conference.

  Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

• Tensions and Territoriality: The Dark Side of Servitization

  Wagstaff, S., Burton, J. & Zolkiewski, J., 2020, In: Journal of Business & Industrial Marketing.

  Research output: Contribution to journal › Article › peer-review

  • Territoriality 100%
  • Management 66%
  • Research 50%
  • Customer 33%
  • Organizations 33%
• 2019

  A Customer Engagement Literature Review and Research Directions

  Abboud, L., Bruce, H. & Burton, J., 2019, 22nd Academy of Marketing Science (AMS) World Marketing Congress, Edinburgh, UK, 9-12 July.

  Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

  Open Access

  File
  75 Downloads (Pure)

• A DELPHI STUDY TO EXPLORE TENSIONS AND TERRITORIALITY WITHIN SERVITIZING OIL AND GAS ORGANISATIONS

  Wagstaff, S., Burton, J. & Zolkiewski, J., 8 May 2019, (Accepted/In press) IMP-2019 Conference.

  Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

• Characterizing Customer Experience Management in Business Markets

  Witell, L., Kowalkowski, C., Perks, H., Raddats, C., Schwabe, M., Benedettini, O. & Burton, J., 2019, In: Journal of Business Research.

  Research output: Contribution to journal › Article › peer-review

  File

  • Customer 100%
  • Customers 100%
  • Relationship Marketing 85%
  • Customer Experience 71%
  • Business 57%
  167 Downloads (Pure)

• Co-operation and conflict on the canal: hydrosocial convivialities on the inland waterways

  Burton, J., 4 Apr 2019, (Accepted/In press).

  Research output: Contribution to conference › Abstract › peer-review

  • Canals 100%
  • Waterway 83%
  • Waterways 83%
  • Space 66%
  • Materials 33%

• Customer experience in Business to Business: an empirical viewpoint

  Holmes, D., Burton, J. & Zolkiewski, J., 1 Apr 2019, (Accepted/In press) 9th BMM-EMAC Biennial International Conference on Business Market Management .

  Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

  • Customer Experience 100%
  • Case Study 30%
  • Application 20%
  • Service 20%
  • Contexts 20%

• DIGITAL CAPABILITIES FOR ADVANCED SERVICES: A MULTI-ACTOR PERSPECTIVE

  Raddats, C., Burton, J., Story, V. & Zolkiewski, J., 2019, Proceedings of the Spring Servitization Conference, 13-15th May, Linköping, Sweden.

  Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

  • Actors 100%
  • Research 25%
  • Perspective 25%
  • Customer 25%
  • Approach 25%

• Exploring the holistic customer experience gestalt through its dimensions

  Sidaoui, K., Burton, J. & Theodoulidis, B., 15 Jan 2019, (Accepted/In press) 2019 AMS World Marketing Congress.

  Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

• Innovation in Servitization through Digital Technologies

  Raddats, C., Story, V., Burton, J. & Zolkiewski, J., 23 Jul 2019, (Accepted/In press) Proceedings of the 2019 International Conference on Business Servitization.

  Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

  • Service 100%
  • Innovations 75%
  • Business Models 75%
  • Application 50%
  • Service Offering 50%

• Mapping the Dynamics Between Customer Engagement and Empowerment

  Abboud, L., Burton, J. & Bruce, H., 2019.

  Research output: Contribution to conference › Paper › peer-review

  1 Downloads (Pure)

• Overcoming Territorial Tensions in Servitized Networks

  Zolkiewski, J., Burton, J., Story, V., Raddats, C., Baines, T. & Medway, D., 15 Jan 2019, (Accepted/In press) AMS World Marketing Congress.

  Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

• Overcoming Territorial Tensions in Servitized Networks: An Abstract

  Zolkiewski, J., Burton, J., Story, V. M., Raddats, C., Baines, T. & Medway, D., 9 Jul 2019, AMS World Marketing Congress (Edinburgh) Proceedings. Springer Nature

  Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

  • Activity 100%
  • Actors 75%
  • Understanding 50%
  • Strategy 50%
  • Approach 50%

• Servitization: A contemporary thematic review of four major research streams

  Raddats, C., Kowalkowski, C., Benedettini, O., Burton, J. & Gebauer, H., 26 Apr 2019, In: Industrial Marketing Management.

  Research output: Contribution to journal › Article › peer-review

  Open Access

  • Research 100%
  • Rivers 60%
  • Actors 60%
  • Economic and Social Development 40%
  • Perspective 40%

• USING ARTIFICIALLY INTELLIGENT CHATBOTS TO STUDY FEELINGS IN CUSTOMER EXPERIENCE

  Sidaoui, K., Burton, J. & Jaakkola, M., 15 Mar 2019, (Accepted/In press).

  Research output: Contribution to conference › Abstract › peer-review
• 2018

  Artificial emotional intelligence: Using artificial intelligence to study feelings in customer experience

  Sidaoui, K., Burton, J. & Jaakkola, M., 20 Dec 2018, (Accepted/In press) Proceedings of QUIS16, the 16th International Research Symposium on Advancing Service Research and Practice! .

  Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

• Developing a deeper understanding of positive customer feedback

  Nasr, L., Burton, J. & Gruber, T., 2018, In: Journal of Services Marketing. 32, 2, p. 142-160

  Research output: Contribution to journal › Article › peer-review

  Open Access

  File
  324 Downloads (Pure)

• Exploring the holistic customer experience gestalt through its dimensions: a literature review

  Sidaoui, K., Burton, J. & Theodoulidis, B., 5 Sep 2018.

  Research output: Contribution to conference › Abstract › peer-review

  • Customers 100%
  • Customer Experience 90%
  • Managers 5%
  • Consistency 5%
  • Search 5%

• Exploring Value Creation and Destruction in a Service Ecosystem

  Bruce, H., Burton, J., Kaaristo, M., Medway, D. & Rhoden, S., 20 Dec 2018, (Accepted/In press) Proceedings of QUIS16, the 16th International Research Symposium on Advancing Service Research and Practice! .

  Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

• How Business-to-Business Organisations Use Big Data to Enhance Customer Experience: a Preliminary Conceptual Model

  Holmes, D., Burton, J. & Zolkiewski, J., 5 Mar 2018, (Accepted/In press) Proceedings of EMAC 2018 Conference .

  Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

  • Customer 100%
  • Experience 100%
  • Research 83%
  • Customer Experience 83%
  • Business 66%

• Overcoming the Challenges of Servitisation: Aligning Responses to Service Strategy

  Raddats, C., Burton, J., Zolkiewski, J. & Vicky M. Story, 2 Jul 2018, Practices and Tools for Servitization: Managing Service Transition. Kohtamaki, M., Baines, T., Rabetino, R. & Bigdeli, A. Z. (eds.). Palgrave Macmillan Ltd, p. 171 184 p.

  Research output: Chapter in Book/Report/Conference proceeding › Chapter › peer-review

• Servitization Intent as a Factor in the Servitization Process

  Crowley, E., Burton, J. & Zolkiewski, J., 2018, In: Journal of Business & Industrial Marketing.

  Research output: Contribution to journal › Article › peer-review

  Open Access

  File

  • Intention 100%
  • Specific Industry 70%
  • Process 23%
  • Research 17%
  • Executive 11%
  37 Downloads (Pure)

• Stop Messing About on the River! Value Co-Destruction in a collective service context.

  Bruce, H., Burton, J., Kaaristo, M., Medway, D. & Rhoden, S., 24 Jan 2018, (Accepted/In press) Proceedings of The first Global Conference on Creating Value, De Montfort University, Leicester, 23rd-24th May 2018..

  Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

• Value creation through servitization within SMEs

  Raddats, C., Burton, J., Story, V., Zolkiewski, J., Baines, T., Bigdeli, A. & Andrews, D., 19 Jan 2018, (Accepted/In press) Proceedings of the Spring Servitization Conference 2018: ‘Driving Competitiveness through Servitization’, Copenhagen Business School,14,15 & 16th May 2018.

  Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review
• 2017

  Capabilities for advanced services: A multi-actor perspective

  Vicky M. Story, Raddats, C., Burton, J., Zolkiewski, J. & Tim Baines, Jan 2017, In: Industrial Marketing Management. 60, p. 54-68 15 p.

  Research output: Contribution to journal › Article › peer-review

  Open Access

  File

  • Service 100%
  • Actors 55%
  • Customer 55%
  • Perspective 44%
  • Networks 33%
  205 Downloads (Pure)

• Customer Service Measurement in an Experience Economy

  Bruce, H., Mousavi, S. & Burton, J., 2017, ICRM (International Colloquium on Relationship Marketing) Conference Proceedings .

  Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

  File
  56 Downloads (Pure)

• Enhancing the performance outcomes of firm servitization efforts: key capabilities and network resources

  Burton, J., Story, V. M., Raddats, C. & Zolkiewski, J., 23 Jun 2017, (Accepted/In press) Proceedings of the Academy of Marketing Conference, "Freedom through marketing: Looking back, going forward", 3rd-6th July, 2017, Hull..

  Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

• EXAMINING TWITTER DIALOGS TO SUPPORT CORPORATE SOCIAL INNOVATION: A TEXT MINING APPROACH

  Chien, S-Y., Theodoulidis, B. & Burton, J., 28 Jun 2017, (Accepted/In press) Proceedings of the Global Innovation and Knowledge Academy (GIKA) Conference 28th June-30th June, Lisbon, Portugal..

  Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

  • Innovations 100%
  • Dialogue 88%
  • Text Mining 33%
  • Contexts 22%
  • Domains 22%

• Interactively developed capabilities: Evidence from dyadic servitization relationships

  Raddats, C., Zolkiewski, J., Story, V., Burton, J., Baines, T. & Ziaee Bigdeli, A., 2017, In: International Journal of Operations and Production Management .

  Research output: Contribution to journal › Article › peer-review

  Open Access

  File

  • Research 100%
  • Actors 100%
  • Customer 75%
  • Service 75%
  • Perspective 50%
  173 Downloads (Pure)

• Overcoming the challenges that hinder new service development by manufacturers with diverse services strategies

  Burton, J., M. Story, V., Raddats, C. & Zolkiewski, J., 6 Sep 2017, In: International Journal of Production Economics. 192, p. 29-39 11 p.

  Research output: Contribution to journal › Article › peer-review

  Open Access

  File

  • New Service Development 100%
  • Strategy 71%
  • Organizations 42%
  • Understanding 28%
  • Research 14%
  85 Downloads (Pure)

• Special section: Advancing customer experience and big data impact via academic- practitioner collaboration

  Burton, J., Nasr, L., Gruber, T. & Bruce, H., 10 Apr 2017, In: Journal of Services Marketing. 31, 2, p. 142-147 6 p.

  Research output: Contribution to journal › Editorial

  Open Access

  File

  • Practitioners 100%
  • Paper 71%
  • Dialogue 57%
  • Big Data 28%
  • Customer 28%
  106 Downloads (Pure)

• Strategic B2B Customer Experience Management: The Importance of Outcomes-Based Measures

  Zolkiewski, J., Burton, J., Chan, P., Robinson, W., Story, V., Gomes De Souza, A., Hunter-Jones, P., O’Malley, L., Peters, L. D. & Raddats, C., 30 Apr 2017, In: Journal of Services Marketing. 11, 1, p. 109-126

  Research output: Contribution to journal › Article › peer-review

  Open Access

  File

  • Customer Experience 100%
  • Contexts 46%
  • Service 23%
  • Design 15%
  • Complexity 15%
  54 Downloads (Pure)

• SUCCESSFULLY SELLING SERVICES: DEVELOPING SALESPEOPLE WITH THE REQUIRED COMPETENCES

  Gross, S., Raddats, C., Burton, J., Zolkiewski, J. & Story, V. M., 16 May 2017, Proceedings of the Spring Servitization Conference, Internationalisation through Servitization. West, S., Gebauer, H. & Baines, T. (eds.). p. 154-162 8 p.

  Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

  Open Access

  File

  • Competence 100%
  • Management 75%
  • Sales 75%
  • Practice 50%
  • Hybrid 50%
  13 Downloads (Pure)

• THE LAYERED NATURE OF SERVITIZATION CHALLENGES AND RESPONSES

  Story, V. M., Burton, J., Raddats, C. & Zolkiewski, J., 15 May 2017, Proceedings of the Spring Servitization Conference, Internationalisation through Servitization. West, S., Gebauer, H. & Baines, T. (eds.). p. 250-258 9 p.

  Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

  Open Access

  File

  • Challenges 100%
  • Logic 13%
  • Change 13%
  • Approach 13%
  • Process 13%
  12 Downloads (Pure)

• The roles of services for manufacturers: themes and research priorities

  Raddats, C., Kowalkowski, C., Benedettini, O., Burton, J. & Gebauer, H., 22 Oct 2017, (Accepted/In press) Proceedings of the Inaugural Industrial Marketing Management Summit .

  Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

  • Research Priorities 100%
  • Management 100%
  • Perspective 66%
  • Paper 66%
  • Periodicals 66%
• 2016

  Bring me sunshine’: developing a deeper understanding of positive customer feedback

  Nasr, L., Burton, J. & Gruber, T., 17 Jun 2016, SERVSIG International Research Conference, Maastricht University.

  Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

• CMLG Research Report, 2013-2014: Customer Management Leadership Group

  Burton, J., Kitshoff, J., Nasr, L. & Burton, J. (ed.), 2016, (In preparation) Manchester: Alliance Manchester Business School, University of Manchester.

  Research output: Book/Report › Commissioned report › peer-review