Dr Jamie Burton

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Position: Senior Lecturer
Academic unit: Management Sciences and Marketing
 

Biography

Dr Jamie Burton is a Senior Lecturer (Associate Professor) in Marketing.

Jamie was Head of the Marketing Group- Dec 2013 to Aug 2015, when he took study leave. He directed the MSc Marketing from 2006-2008 and MSc CCRM + MSc Marketing from 2009-2011. Jamie 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 Szu-Yao Chien (researching customer experience via text mining social media content) and DBA students, Edward Crowley (service infusion in Japanese companies) and Dawn Holmes (Big Data & 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).

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.

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.

Jamie co-hosts the 2016 Spring Servitization Conference in Manchester and chaired, organised and ran the 1st CMLG academic-practitioner research with impact workshop: CEM & Big Data.

Jamie has over 100 academic publications at conferences and in journals including the Journal of Service Research and the International Journal of Operations and Production Management and is co-author of the book Converting Customer Value published by Wiley.

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 Operations and Production 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'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 2017 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”.

Postgraduate Opportunities

Jamie may consider applications for doctoral supervision from September 2017 in the areas of Customer Feedback or Servitization

Programme involvement

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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.

Showing 150 publication(s)

2016

  • Burton, J., Kitshoff, J., Nasr, L., & Burton, J. (Ed.) (2016). CMLG Research Report, 2013-2014: Customer Management Leadership Group . Manchester: Alliance Manchester Business School, The University of Manchester.. Publication link: 0d061a2f-e063-484e-aec2-315a48bbd1c9
  • O'Malley, L., Zolkiewski, J., Story, V., Peters, L., Alessandro, A., Raddats, C., ... Burton, J. (2016). Moving Toward More Meaningful Measurement” Proceedings of the Academy of Marketing. In Academy of Marketing, Newcastle .. Publication link: 0a3d8fe4-53f6-4fbf-8a2d-701ab609574c
  • Chien, S-Y., Theodoulidis, C. . B., & Burton, J. (2016). Understanding the customer journeys embedded in via social media dialogs: A service recovery case study. In SERVSIG International Research Conference 2016, Maastricht University.. Publication link: 1a079d6c-e042-4748-be45-35d3952d9b10
  • Crowley, E., Burton, J., & Zolkiewski, J. (2016). Fleeing Services: A Case Study in Reverse Servitization in the Office Products Industry. In Proceedings of the Spring Servitization Conference, Manchester.. Publication link: 51967d2c-36d0-4083-89bd-886eb047716a
  • Nasr, L., Burton, J., & Gruber, T. (2016). Turn away from the dark side: Exploring positive customer feedback. In Academy of Marketing Science Annual Conference, Lake Buena Vista, Florida. .. Publication link: 65d17774-bf1d-4e5b-bf25-a64f80cabcab
  • Story, V., Zolkiewski, J., Burton, J., Chan, P., Gomes, A., Hunter-Jones, P., ... Robinson, W. (2016). Moving Toward More Meaningful Measurement & Management of B2B Customer Experience. Manchester: Customer Management Leadership Group (Alliance Manchester Business School).. Publication link: 610e7abf-67a6-4fdb-b8df-91b5947faed0
  • Raddats, C., Burton, J., Story, V., & Zolkiewski, J. (2016). Navigating the bumps in the road: A longitudinal study of how a manufacturer undertakes the servitization journey. In Spring Servitization Conference, Manchester .. Publication link: 76f1f73e-dd24-41fa-bafc-057670169f34
  • Chien, S-Y., Theodoulidis, C. . B., & Burton, J. (2016). Social Media as A Co-innovation Hub: Understanding the Idea Generation Network in The Data Rich Environment. In 25th Frontiers in Service Conference, Bergen, Norway... Publication link: 6f00cfa2-fbd6-4f34-9d8d-940e3ad04797
  • Chien, S-Y., Theodoulidis, C. . B., & Burton, J. (2016). EXTRACTING CUSTOMER INTELLIGENCE BY SOCIAL MEDIA DIALOG MINING: AN ONTOLOGY-BASED APPROACH FOR CUSTOMER EXPERIENCE ANALYSIS. In Proceedings of 2016 Summer Marketing Educators’ Conference (Summer AMA), 5th-7th August, Atlanta, USA.. Publication link: 8253c8f8-7219-4702-8d0b-8eb3655085bd
  • Baines, T., Burton, J., Harrison, D., & Zolkiewski, J. (Eds.) (2016). Servitization:: Shift, Transform, Grow. In Proceedings of the Spring Servitization Conference, 16-17 May (SSC2016). Manchester: Aston Business School. . Publication link: 865ea681-6d03-4f20-91be-25623ed45b37
  • Crowley, E., Burton, J., & Zolkiewski, J. (2016). The Hidden Barriers to Servitization, Examining National Culture, It’s Effect on Business Culture and the Servitization Process. In IMP Asia in Africa.. Publication link: 95919205-78a8-4380-83ad-244ed2dd2630
  • Raddats, C., Zolkiewski, J., Story, V., Burton, J., Baines, T., & Ziaee Bigdeli, A. (2016). Interactively developed capabilities: Evidence from dyadic servitization relationships. International Journal of Operations and Production Management . DOI: 10.1108/IJOPM-08-2015-0512. Publication link: ff49b37a-0d5f-4843-9cdc-a7f3848e169c
  • Nasr, L., Burton, J., & Gruber, T. (2016). Bring me sunshine’: developing a deeper understanding of positive customer feedback. In SERVSIG International Research Conference, Maastricht University.. Publication link: df25eccc-cb1a-4b3b-acd2-a346ebace52f
  • Zolkiewski, J., Story, V., Burton, J., & Raddats, C. (2016). The competitive tensions of Big Data and Industry 4.0, a capabilities’ perspective. In Proceedings of IMP Asia in Africa.. Publication link: d828d299-e96c-4b69-8c1a-4d77ed0919f4
  • Burton, J., & Holmes, D. (2016). Findings of the 1st Academic-Practitioner Research with Impact Workshop, 18th-19th January 2016: Customer Experience Management and Big Data. Manchester: Alliance Manchester Business School, The University of Manchester.. Publication link: dc7940d2-7e80-48b2-bf88-71b0e30d5f86

2015

  • Chien, S. Y., Theodoulidis, B., & Burton, J. (2015). From Service Recovery to Service Innovation: Collaborating with Dissatisfied Customers. In QUIS14 International Research Symposium on Service Excellence in Management, June 19-21,2015, Shanghai, China.. Publication link: c8177fc5-cb70-4c69-b127-5a2fa8199992
  • Burton, J., Story, V., Zolkiewski, J., & Raddats, C. (2015). Road to Nowhere: Is Servitization really a (transformational) journey from product to pure service provider? In L. O'Malley, & M. Patterson (Eds.), Proceedings of the Academy of Marketing Conference:The Magic in Marketing, Limerick, Ireland.. Academy of Marketing. . Publication link: b1855929-3b04-4730-bd90-45629f56bff4
  • Nasr, L., Burton, J., & Gruber, T. (2015). Developing a Deeper Understanding of Positive Customer Feedback in Service Encounters – a Dyadic Perspective. In host publication.. Publication link: 8dec70e7-2380-4991-bdd3-24598a44102a
  • Nasr, L., Burton, J., & Gruber, T. (2015). “Always Look on the Dark Side of Life” - Investigating the negative impact of positive customer feedback. In Proceedings of the 24th annual Frontiers in Service Conference, hosted by IBM, Cisco Systems and San Jose State University, and co-sponsored by the Center for Excellence in Service at the University of Maryland, the INFORMS Service Science Section, and the American Marketing Association’s Service Special Interest Group (SERVSIG), 9th-12th July, San Jose, California, USA... Publication link: 7827f2af-0616-4b02-8867-03a8abc15754
  • Nasr, L., Burton, J., & Gruber, T. (2015). Evaluating positive customer feedback– a dyadic perspective. In L. O'Malley, & M. Patterson (Eds.), Proceedings of the Academy of Marketing Conference:The Magic in Marketing, Limerick, Ireland.. Academy of Marketing. . Publication link: 23db477c-7236-46af-9dbc-4f5d2bcab992
  • Crowley, E., Burton, J., & Zolkiewski, J. (2015). Redesigning the Manufacturing Business Model for Services- Lessons from the Office Products Industry. In B. (Ed.), Proceedings of the 3rd Spring Servitization Conference, 18th-20th May, 2015, Aston Business School, Birmingham, U.K.. Aston Business School, Birmingham: The University of Aston. . Publication link: 244ab03e-c273-4cd9-97c8-183c2a353739
  • Crowley, E., Burton, J., & Zolkiewski, J. (2015). IOT as a Servitization Enabler: Lessons from the Office Products Industry. In Proceedings of the 20th CBIM Academic Workshop, Hunan University.. Publication link: 1af1c5f0-914c-4c35-83fd-1ca41cc72d62
  • Burton, J., Holmes, D., Holden, C., & Burton, J. (Ed.) (2015). How to achieve and sustain outstanding levels of performance. Volume 1: Executive Summary. (How to achieve and sustain outstanding levels of performance). British Quality Foundation.. Publication link: 0c3f7278-66ae-4155-801e-9169f5a49ad9
  • Burton, J., Holmes, D., Holden, C., & Burton, J. (Ed.) (2015). How to achieve and sustain outstanding levels of performance. Volume 3: Adding Value for Customers. (How to achieve and sustain outstanding levels of performance). London: British Quality Foundation.. Publication link: 044dc353-dc2c-492c-bc27-373e3e33b5d7
  • Burton, J., Story, V., Zolkiewski, J., Raddats, C., Baines, T., & Medway, D. (2015). Identifying (territorial) tensions in the servitized value chain. In T. Baines (Ed.), Proceedings of the 3rd Spring Servitization Conference, 18th-20th May, 2015, Aston Business School, Birmingham, U.K.. Birmingham: Aston Business School. . Publication link: 01251ed7-4045-4be3-9d5d-ba432ec4a8b4
  • Burton, J., Holmes, D., Holden, C., & Burton, J. (Ed.) (2015). How to achieve and sustain outstanding levels of performance. Volume 2: Leading with Vision, Inspiration and Integrity. (How to achieve and sustain outstanding levels of performance). British Quality Foundation.. Publication link: 31a1b7c6-4758-420c-8261-7a80631c8543
  • Burton, J., Holmes, D., Holden, C., & Burton, J. (Ed.) (2015). How to achieve and sustain outstanding levels of performance. Volume 4: Succeeding through the Talent of People. (How to achieve and sustain outstanding levels of performance). London : British Quality Foundation.. Publication link: 297bd040-b8c0-4846-9e7c-a060c3a7f55d
  • Burton, J., Holmes, D., Holden, C., & Burton, J. (Ed.) (2015). How to achieve and sustain outstanding levels of performance. Volume 5: Managing with Agility- Processes. (How to achieve and sustain outstanding levels of performance). London: British Quality Foundation.. Publication link: 49dbfb22-83aa-41ac-aa12-9984cc0bd556

2014

  • Nasr, L., Gruber, T., & Burton, J. (2014). "Thank You for Your Compliment, It Made My Day": Exploring the Transformational Potential of Positive Customer Feedback. In 23rd Annual Frontiers in Services Conference, Miami. Miami, FL, USA. . Publication link: 345c6666-4c4d-4f0d-a519-87c8b8fa9882
  • Raddats, C., Burton, J., Story, V., Zolkiewski, J., Baines, T. (Ed.), & Lightfoot, H. (2014). Servitization Capabilities For Advanced Services: A Multi-Actor Perspective. In T. Baines (Ed.), Proceedings of the 2nd Spring Servitization Conference. Aston Business School, Birmingham, UK: Aston Business School. . Publication link: 38805e38-e197-4a3e-87c6-51a5acdfbc7a
  • Raddats, C., Burton, J., Story, V., & Zolkiewski, J. (2014). Motivations for Servitization: Differences between manufacturers. In Proceedings of the AMA SERVSIG International Service Research Conference, Thessaloniki, Greece. AMA. . Publication link: 276f7e24-0989-4c14-9cc9-56a1b48bf264
  • Crowley, . U., Burton, J., & Zolkiewski, J. (2014). 'Grounded Theory As A Quantitative Tool: Using quantitative grounded research theory to understand market dynamics using large sample size longitudinal survey data' Special track on Methodological Pluralism. In on-line. www.impgroup.org: IMP group. . Publication link: 668a7359-67f2-47a0-ac92-761ad0a93e28
  • Chien, S-Y., Theodoulidis, C. . B., & Burton, J. (2014). Tweet a service story: Social media as service recovery encounters. In Proceedings of the AMA SERVSIG International Service Research Conference, Thessaloniki, Greece.. Publication link: 6ce358de-9fac-4f17-b304-ae531a75aa5d
  • Crowley, E., Burton, J., & Zolkiewski, J. (2014). Using grounded theory in researching the office products industry: Applying quantitative grounded research to understand servitization dynamics using large sample size longitudinal survey data. In Proceedings of 30th IMP conference, 1st-6th September, KEDGE Businesss School, Bordeaux Campus, France.. IMP. . Publication link: a2ca8a35-50c4-418b-a861-88de3e613e70
  • Nasr, L., Burton, J., & Gruber, T. (2014). Transformative Service Research Roundtable. 39th Annual Macromarketing Conference, Royal Holloway University of London, UK, .. Publication link: 83581150-adb5-427e-8125-e2c54670a3da
  • Nasr, L., & Burton, J. (2014). Customer Experience Exemplar : O2. In J. Kandampully (Ed.), Customer Experience Management: Enhancing Experience and Value Through Service Management. Kendall Hunt Publishing Company. . Publication link: ccbafc43-3304-47e9-85ab-4878ef4f1a4e
  • Crowley, E., Burton, J., & Zolkiewski, J. (2014). Is Japan At A Disadvantage in Servitization? Evidence From Servitization of the Office Products Manufacturing Industry. In IMP Asia Conference, Bali, Indonesia. www.impgroup.org - online: IMP group. . Publication link: d693a0f9-3aa9-46e8-b7d4-59704c8aea5f
  • Story, V., Burton, J., Raddats, C., & Zolkiewski, J. (2014). Service innovation in traditionally product-oriented firms: key factors for innovation success in servitizing firms. In 21st International Product Development Management Conference, Limerick, Ireland.. Publication link: dfef3084-dddd-4c38-bec2-b8de50b8598e
  • Nasr, L., Gruber, T., & Burton, J. (2014). A Transformative Service Research Approach to Positive Customer Feedback. 2014 American Marketing Association (AMA) Winter Marketing Educators’ Conference, Orlando, USA, .. Publication link: e5296a12-7033-495e-8ef5-a4f7df0fa24f
  • Nasr, L., Gruber, T., & Burton, J. (2014). Exploring Customer Feedback from a Transformative Service Research Perspective: Special Session: Transformative Service Research- A Cutting Edge Area for Marketing Scholars. In American Marketing Association Winter Marketing Educators’ Conference, Orlando, Florida.. Publication link: f410b380-33b9-4dcd-85a9-1faca5acfaf2

2013

  • Burton, J., Kitshoff, J., & Holden, C. (2013). How to achieve and sustain outstanding levels of performance. Volume 1: Executive Summary. (How to achieve and sustain outstanding levels of performance). London: British Quality Foundation.. Publication link: f9d90a9a-5b1f-450c-bf2a-be01449093c1
  • Nasr, L., Burton, J., & Gruber, T. (2013). Investigating the Impact of Positive Customer Feedback on Front-Line Employee Well-Being. In 2nd Annual Conference for Positive Marketing: Improving the world around us through marketing, New York. New York, NY, USA. . Publication link: f89bda02-6ca6-4bb0-bd82-3961f78c1fa1
  • Burton, J., Kitshoff, J., Nasr, L., & Burton, J. (Ed.) (2013). CMLG 2013-2014 Supplementary Research Report 1: Customer Management Leadership Group. Manchester: University of Manchester.. Publication link: ecb86618-948b-4bd0-a912-c9fee3553c25
  • Burton, J., Kitshoff, J., Nasr, L., & Burton, J. (Ed.) (2013). CMLG 2013-2014 Supplementary Research Report 2: Customer Management Leadership Group. Manchester: University of Manchester.. Publication link: cf0c104e-cf38-40c6-a70e-eb906a284a46
  • Raddats, C., Story, V., Burton, J., & Zolkiewski, J. (2013). The role of relationships in developing product service systems. In Proceedings of the Spring Servitization Conference, Birmingham, UK. Glasgow: Glasgow Caledonian University. . Publication link: d2b862f6-90b7-43e9-a87d-8184fa1bb069
  • Burton, J., Kitshoff, J., Nasr, L., & Burton, J. (Ed.) (2013). CMLG 2013-2014 Supplementary Research Report 4: Customer Management Leadership Group . Manchester: University of Manchester.. Publication link: b1e35488-d3f6-4e88-af59-909d4d1470c2
  • Burton, J., Kitshoff, J., Holden, C., Brooker, A., & Gleaves, R. (2013). How to achieve and sustain outstanding levels of performance. Volume 3: Adding Value for Customers. (How to achieve and sustain outstanding levels of performance). London: British Quality Foundation.. Publication link: c82a5e7d-4877-48d7-9155-1ea4c5053b7f
  • Raddats, C., & Burton, J. (2013). Services success factors for B2B manufacturing companies. In Proceedings of QUIS13th International Research Symposium on Service Excellence in Management.. Publication link: 85d68e6f-b4b5-4614-8cea-628a3c5cf486
  • Burton, J., & Zolkiewski, J. (2013). Formative/summative assessment of MSc dissertation research proposals using a research poster event. In Proceedings of the 'Innovation and the student experience' - The ABS Learning & Teaching Conference 2013 in association with the HEA. Nottingham: ABS. . Publication link: 914f70d3-e55d-431b-a489-83c649fee265
  • Burton, J., Kitshoff, J., & Nasr, L. (2013). Customer Management Leadership Group (CMLG) Project Report : Investigating the Impact of Positive Customer Feedback on Employee Well-being. No publisher name.. Publication link: 732dc575-eebd-4da5-8ae6-2ab8b0b70be7
  • Burton, J., Kitshoff, J., Nasr, L., & Burton, J. (Ed.) (2013). CMLG 2013-2014 Supplementary Research Report 3: Customer Management Leadership Group . University of Manchester.. Publication link: 532cc2d9-168e-4b84-a09a-bfec0eea22c7
  • Burton, J., Holman, D., Dougnac, P., Gleaves, R., Kitshoff, J., Holden, C., & Burton, J. (Ed.) (2013). How to achieve and sustain outstanding levels of performance. Volume 4: Succeeding through the Talent of People. (How to achieve and sustain outstanding levels of performance). London: British Quality Foundation.. Publication link: 5e187176-8983-4a9e-b147-b8988d12991f
  • Burton, J. (Author), & Goasdoué, J. (Author). (2013). Why engagement is the key to business excellence. Engage Business Media.. Publication link: 5f512874-9495-48dc-a44b-8e746f391b30
  • Kitshoff, J., Burton, J., & Burton, J. (Ed.) (2013). CMLG research report 15, year 10, 2011-12: Comparative benefits of different Customer Measures. (CMLG research report). Manchester: Alliance Manchester Business School, The University of Manchester.. Publication link: 1a1b361a-35dc-47e8-b27c-2ba1120d749a
  • Nasr, L., Burton, J., & Gruber, T. (2013). Exploring the Effect of Positive Customer Feedback on the Well-being of Front-Line Employees - A Research Agenda. In Proceedings of the American Marketing Association Winter Marketing Educators’ Conference. Las Vegas, NV, USA: American Marketing Association. . Publication link: 3688e24d-b2ed-450b-a9ee-042ada36060d
  • Burton, J., Rickards, T., Hough, A., Holden, C., Kitshoff, J., & Gleaves, R. (2013). How to achieve and sustain outstanding levels of performance. Volume 2: Leading with Vision, Inspiration and Integrity. (How to achieve and sustain outstanding levels of performance). London: British Quality Foundation.. Publication link: 37ca5e77-19df-4373-8c07-c9c2aa8ddbfe
  • Nasr, L., Burton, J., & Gruber, T. (2013). Exploring customer feedback from a transformative service research perspective. In Proceedings of QUIS13th International Research Symposium on Service Excellence in Management, Karlstad, Sweden. Karlstad, Sweden. . Publication link: 40d4afad-7a7f-4995-b215-5165d2220c8e
  • Burton, J., Boaden, R., Kawalek, P., Kitshoff, J., Holden, C., Gleaves, R., & Raghavan, R. (2013). How to achieve and sustain outstanding levels of performance. Volume 5: Managing Processes with Agility. (How to achieve and sustain outstanding levels of performance). London: British Quality Foundation.. Publication link: 520541eb-2d61-4a96-8876-d26ca5bd5aeb

2012

  • Villarroel Ordenes, F., Burton, J., Gruber, T., Zaki, M., & Theodoulidis, B. (2012). Analyzing Customer Feedback on Resource Utilization: A Case Study Review of Compliments and Complaints through Text Mining. In Annual Frontiers in Service Conference .. Publication link: acca292e-efe5-47d0-8c16-ffb9844fe8ea
  • Burton, J., Villarroel, F., Theodoulidis, C., & Zaki, M. (2012). Data mining customer compliments and complaints. Compliments and Complaints Conference: A one day event for the Social Housing Sector, Midland hotel, Manchester, .. Publication link: ac0044fe-c6c9-49f0-b5df-773bc4e0bf36
  • Burton, J., & Khammash, M. (2012). Why Do People Read Reviews Posted on Consumer Opinion Portals? In S. Tagg, A. Stevenson, & T. Vescovi (Eds.), New developments in Online marketing: Key Issues in Marketing Management. Abingdon, Oxfordshire: Routledge. . Publication link: b9e0dc61-5b83-4c3a-b072-32675e617f2c
  • Villarroel Ordenes, F., Burton, J., Gruber, T., Zaki, M., & Theodoulidis, C. . B. (2012). Analyzing Customer Feedback on Resource Utilisation: A Case Study Review of Compliments and Complaints through Text Mining. In 21st Annual Frontiers in Service Conference. College Park, MD, USA. . Publication link: fcbe852c-8b33-4d23-b04b-d335470b2090
  • Burton, J., & Kitshoff, J. (2012). The British Quality Foundation Excellence Case Studies 2012. Customer Management Leadership Group, year 11, workshop 1, Manchester Business School, .. Publication link: 8ca471ab-ee2b-4e91-b956-447a4d51a91a
  • Burton, J. (2012). Can Firms Develop a Service-Dominant Organisational Culture to Improve CRM. In R. Eid (Ed.), Successful Customer Relationship Management Programs and Technologies: Issues and Trends. (pp. 47-68). Hershey, PA, USA : Business Science Reference. . Publication link: 7c5b67a2-974a-4423-af7f-5e2775866a83
  • Story, V., Raddats, C., Burton, J., & Zolkiewski, J. (2012). Barriers, Issues and Processes in service infusion. In 19th International Product Development Management Conference, Manchester Business School.. Publication link: 59175dba-9ad5-4b86-a046-030870292c58
  • Gleaves, R., Burton, J., Kitshoff, J., Bates, K., & Whittington, M. (2012). Accounting is from Mars, Marketing is from Venus: Establishing common ground for the concept of Customer Profitability. In R. Roslender, & R. M. S. Wilson (Eds.), The Marketing/Accounting Interface: Key Issues in Marketing Management. Abingdon, Oxfordshire: Routledge. . Publication link: 51376741-4499-434c-8f81-de7356848cfa
  • Ordenes, V., Zaki, M., Theodoulidis, M., & Burton, J. (2012). Service modelling of compliments and complaints and its implications for value co-creation. In AHFE, San Francisco, USA.. Publication link: 3a8df2e4-8734-4994-94ea-64e9ceb69044
  • Zolkiewski, J., Raddats, C., Story, V., & Burton, J. (2012). The Role of Relationships in Services-Led Growth: A Manufacturer’s Perspective. In IMP Conference, Rome.. Publication link: 246d5944-b5d2-4611-8bc3-c70101bffc96
  • Raddats, C., & Burton, J. (2012). The resources required by manufacturers to deliver customer solutions. In Annual Frontiers in Service Conference .. Publication link: 1fff4dd4-f38d-4321-9495-b99cf9d6210f
  • Burton, J. (Ed.), Gleaves, R., Kitshoff, J., Cannock, J., Haider, S. K., Kloptowska, A., ... Zhao, W. (2012). CMLG research report 14, year 9, 2010-11: Benchmarking research- Service Quality. (Customer Management Leadership Group research reports). Manchester Business School: Alliance Manchester Business School, The University of Manchester.. Publication link: 1c8fa845-a508-4ab0-ba9c-eaf7ced96690
  • Illarroel-Ordenes, F., Burton, J., Zaki, M., Gruber, T., & Theodoulidis, B. (2012). Service modelling of compliments and complaints and its implications for value co-creation. In host publication. http://www.ahfe2012.org/HSSE.html. . Publication link: 046019b2-530c-4c5a-adad-ca8d3781d7b7
  • Burton, J., Zolkiewski, J., Raddats, C., & Story, V. (2012). The Role of Relationships in Services-Led Growth: A Manufacturer’s Perspective. invited research seminar, Lancaster University Management School, .. Publication link: 0c0c9663-6a5e-48a6-89d6-aacb8488ceef
  • Israel, N. F., Zolkiewski, J., & Burton, J. (2012). Customer Experience and Relationship Dynamics – an Interactive Network. In 7th Nordic Workshop on Relationship Dynamics, Umea, Sweden.. Publication link: 12154c31-56af-4a9e-be53-c035d9fd9ad2

2011

  • Gleaves, R., & Burton, J. (Ed.) (2011). CMLG research report 13, year 8, 2009-10: Employee Engagement. (Customer Management Leadership Group research reports). Manchester Business School: Alliance Manchester Business School, The University of Manchester.. Publication link: 3b2117a0-acc5-49e3-b40a-1b39c4c23a98
  • Burton, J., & Villarroel Ordenes, F. (2011). Data mining customer compliments and complaints. Customer Management Leadership Group year 10, workshop 1, Manchester Business School, .. Publication link: 431d97e5-e106-4e48-b348-160ff7c787f2
  • Oliveira, V., Burton, J., & Murphy, J. A. (2011). The study of value creation – An assessment in the context of the financial industry in the UK. In Proceedings of the Academy of Marketing Conference: Marketing Fields Forever. Liverpool: Academy of Marketing. . Publication link: 92629aff-0844-42d6-aacd-f848555f0149
  • Raddats, C., Story, V., Burton, J., & Zolkiewski, J. (2011). How do goods-centric businesses use relationships to develop service-led growth? In Proceedings of 27th Annual IMP Conference. Glasgow: IMP group. . Publication link: a77a0023-dc24-4262-92e5-021d213493ae
  • Burton, J., & Raddats, C. (2011). “How manufacturers create value via servitization/service infusion”.. Customer Management Leadership Group, year 10 workshop 1, Manchester Business School, .. Publication link: d1a4307d-4e15-4205-b439-6e94ebec7bc8

2010

  • Raddats, C., & Burton, J. (2010). Organizing to deliver successful services within goods-centric businesses. In Proceedings of the AMA SERVSIG Conference, Porto, Portugal.. Publication link: 233e9cfb-ea92-4bfd-85c2-66cb166fdeec
  • Burton, J., & Gruber, T. (2010). Always look on the Bright Side: A research agenda for the exploitation of customer compliments. In M. Clark (Ed.), 18th International Colloquium on Relationship Marketing .. Publication link: 2f17ed2a-8da9-4c49-8865-e32b6d5ae09d
  • Gleaves, R., Kitshoff, J., Burton, J., & Burton, J. (Ed.) (2010). CMLG research report 12, year 7 2008-09: Customer Experience Management- A detailed investigation into current theory and practice. (Customer Management Leadership Group research reports). Manchester: Alliance Manchester Business School, The University of Manchester.. Publication link: 8a6665a4-9199-4c72-b829-5a23fb25c1b7

2009

  • Talwar, V., Burton, J., Murphy, J., & Oburai, P. (2009). Investigating Customer Relationship Portfolio Management Practices in UK and India. In Proceedings of the 3rd Conference on Marketing Paradigms for Emerging Economies, Indian Institute of Management, Ahmedabad, 7th – 9th January... Publication link: 2c71649b-2402-482a-a185-801b2bc60175
  • Zolkiewski, J., Burton, J., & Bailey, J. (2009). Strategic Group Position and Cooperation Among Competitors Within the Global Pharmaceutical Industry. In Proceedings of the 9th International Conference on Relationship Marketing, Freie Universität, Berlin, Germany, 2009... Publication link: 29ea0a24-6062-4143-8153-e6ff56aac30b

2008

  • Zolkiewski, J., Burton, J., & Stratoudaki, S. (2008). The Delicate Power Balance in Advertising Agency-Client Relationships: Partnership or Battleground? In AMA SERVSIG Conference, Liverpool.. Publication link: 1f714686-d1c6-406c-a89b-a2442d421e06
  • Burton, J. (2008). A case based investigation of how service-dominant or goods-dominant marketing practises are embedded in UK services management culture. In SERVSIG Conference, Liverpool.. Publication link: 21b647df-09a1-462f-8487-4ceaa262e0f6
  • Talwar, V., & Burton, J. (2008). Profitably Delivering On Customer Expectations: Standardising Customer Management Processes At Oilco (UK). In Academy of Marketing Conference, Aberdeen... Publication link: 28233a8e-d4bf-4a52-83f6-894473606c07
  • Zolkiewski, J., Burton, J., & Stratoudaki, S. (2008). The Delicate Power Balance in Advertising Agency-Client Relationships: Partnership or Battleground? The Case of the Greek Advertising Market. Journal of Customer Behaviour, 7, 315-332. DOI: 10.1362/147539208X386851. Publication link: 2a5a422b-0ba4-4119-b991-cbf7d8c12c1f
  • Gleaves, R., Burton, J., Kitshoff, J., Bates, K., & Whittington, M. (2008). Accounting is from Mars, marketing is from Venus: Establishing common ground for the concept of customer profitability. Journal of Marketing Management, 24(7-8), 825-845. DOI: 10.1362/026725708X345533. Publication link: 7b1295a5-ddcd-431d-a47e-658da4b9df45
  • Li, H., Burton, J., & Murphy, J. (2008). Relationship Marketing in International Higher Education: Exploratory Case Studies of International Business Schools. In 3rd ICHEM Conference.. Publication link: 715d641d-9b44-454d-a086-3e53eda1ae3c
  • Burton, J., Gleaves, R., Kitshoff, J., Cannock, J., Haider, S. K., Klopotowska, A., ... Kitshoff, J. (Ed.) (2008). CMLG Research Project, year 6, 2007-08: Embedding a culture of customer service. (Customer Management Leadership Group research reports). No publisher name.. Publication link: fd345f97-1b2b-4b96-91d9-cb86370fbafe

2007

  • Talwar, V., Burton, J., & Murphy, J. (2007). Comparing Customer Relationship Portfolio Management Practises in the UK and India: A Case Based Empirical Investigation. In IMP, Manchester.. Publication link: 823affd2-44dd-42ef-8fdf-37e25628b8b7
  • Gleaves, R., Kitshoff, J., & Burton, J. (Ed.) (2007). CMLG Research Project 10, year 5, 2006-07: Trust and Customers. Manchester Business School.. Publication link: 50da4a30-c51c-42b7-95d1-d87f37ce797e

2006

  • Gleaves, R., Kitshoff, J., Kar , M., & Burton, J. (2006). CMLG Research Project 9, year 5, 2006-07: Living the Values . Manchester: Manchester Business School.. Publication link: 0dd94491-3deb-42c3-8ffd-14a9b228e555
  • Burton, J., Easingwood, C. J., & Seaman, C. (2006). The Evolution of Benefit Positioning of Automobile Brands. In The Academy of Marketing ’s 2nd Annual Brand and Corporate Reputation SIG Colloquium, Manchester.. Publication link: 164f7d58-bfb1-44c9-b07c-2f86dcfaf702
  • Talwar, V., Burton, J., & Murphy, J. (2006). A Value Based Approach to Customer Relationship Portfolio Management: A Case Study from the UK Industrial Market Context. In IMP Conference, Milan.. Publication link: 19e6cfe6-d774-4251-aa3b-c6aa9a0dba7e
  • Burton, J. (2006). Book review of Avlonitis, G. and Papastathopoulou, P. (2006), Product and Services Management,Creativity and Innovation Management, 15(4), 430-431. . Publication link: 5d31811d-57a7-4016-a422-a7182a85e945
  • Burton, J. (2006). Managing Change of customer experience: Benchmarking Case study of CMLG members. Manchester Business School: Alliance Manchester Business School, The University of Manchester.. Publication link: 75fdfee2-2dc8-4d92-a22b-0e69ddc53302
  • Burton, J. (2006). Book Review: Product and services management- G. Avlonitis and P. Papastathopoulou. Creativity and Innovation Management, 15(4), 430-431. . Publication link: 87ce03be-b83e-48e1-a475-ebc80f27f6e9
  • Burton, J. (2006). CMLG Research Project 7, year 4, 2004-05: Managing Change of customer experience: Benchmarking Case study of CMLG members. Manchester: Manchester Business School.. Publication link: b87920ac-f746-4d9d-b985-ad7ff59be3c4
  • Gleaves, R., Kitshoff, J., & Burton, J. (Ed.) (2006). CMLG Research Project 8, year 4, 2005-2006: Customer Satisfaction Research –Asking the ‘So What?’ Question. Manchester: Manchester Business School.. Publication link: a5e18e58-a63f-4844-8be4-014a984dfa86
  • Talwar, V., Burton, J., & Murphy, J. (2006). Customer Relationship Portfolio Management: A Value-Based Perspective from the UK Industrial Market Context. In Academy of Marketing, London.. Publication link: e9d34792-5b06-48b0-86cf-87e9ac8cfc6c
  • Burton, J., Gleaves, R., Kitshoff, J., & Murphy, J. (2006). You do the math: The recognition and treatment of customer Profitability within Marketing Textbooks. In Academy of Marketing, London.. Publication link: fb0056f0-8557-4094-b1ea-70620dabdbff

2005

  • Burton, J. (Ed.), & Freeston, R. (2005). CMLG Research Project 5, year 3, 2004-05: A Comparative Study of What Customer Measures Member Organisations Use. London: Secor Consulting.. Publication link: d72e0ffe-3e0e-4ac3-b6fe-8fc3df503942
  • Burton, J., & Kwan, P. (2005). Faulty Powers: an exploratory cultural comparison of service recovery techniques and outcomes in the hotel industry. In Academy of Marketing Conference, Dublin, Ireland.. Publication link: f32a6449-99b1-4d3c-b8ae-a33d3f9e0aee
  • Murphy, J., & Burton, J. (2005). Listen to your frontline staff - they listen to your customers. Customer Management, 13 (1), 22-26. . Publication link: b3cfbbf4-dc20-4449-8c15-d33e9de74e1c
  • Burton, J., & Khammash, M. (2005). Electronic Word-of-Mouth: Motives for Reading and Writing Customer Opinions Online. In . N. Karmakar, & P. Isaías (Eds.), Proceedings of the IADIS International Conference on e-Commerce: Porto, Portugal 15-17 December 2005.. Publication link: 73a0b6cf-d7e8-4fcc-bbd0-dcb8400d7bb0
  • Talwar, V., Burton, J., & Murphy, J. (2005). Striking the Balance between Standardisation and Fragmentation: How Business to Business Firms in 2 Different Contexts (UK and India) Relate to Their Markets, One Size Fits All? In Contemporary Challenges of Integration and Fragmentation, University of Manchester, Faculty of Humanities, Multi-Disciplinary Conference.. Publication link: 890f6286-1026-41b9-a191-366ea9dcf3ab
  • Sparrow, P. R., & Burton, J. (Ed.) (2005). CMLG Research Project 6, year 3, 2004-05: Creating and sustaining a customer focused culture” . Manchester: Manchester Business School.. Publication link: 05348012-b2fd-4b29-93d3-80f5cc3e854c

2004

  • Burton, J., Murphy, J., & Burton, J. (Ed.) (2004). CMLG Research Project 3, year 2, 2003-2004: The Executive Lifebelt Survey Group Report. Manchester: Manchester Business School.. Publication link: 83dd83d0-1404-4edb-b149-c0378410e337
  • Gleaves, R., Kitshoff, J., & Burton, J. (Ed.) (2004). CMLG Research Project 4, year 2, 2003-2004: Customer Profitability Analysis. Manchester: Manchester Business School.. Publication link: 931dff58-b7c9-4d4c-afb0-3130c6f1e6c6
  • Burton, J. (2004). Book review of Daymon, C. and Holloway, I. (2002) Qualitative Research Methods in Public Relations and Marketing Communications. Qualitative Research. . Publication link: 1538b625-7cc5-495f-b1f0-5cb1f7ce746d

2003

  • Burton, J. (Ed.), & Chun, R. (2003). CMLG Research Project 1, year 1, 2002-2003: The links between employee and customer satisfaction. Manchester: Manchester Business School.. Publication link: 74ab7aaa-38af-499b-8edd-38e3d0d367cc
  • Burton, J., Murphy, J. A., & Burton, J. (Ed.) (2003). CMLG Research Project 2, year 1, 2002-2003: The Lifebelt Survey Group Report. Manchester: Manchester Business School.. Publication link: a26cf298-2de2-4be9-9230-dfb1e624f301
  • Burton, J., & Easingwood, C. J. (2003). An Alternative to Benefit Segmentation: old hat and a new model. In Academy of Marketing, Aston, UK.. Publication link: 8ccaecd8-b5c4-4e2e-9345-e878f853bc71
  • Murphy, J., Burton, J., & Finnie, N. (2003). How to Focus on the Customer in Times of Change. Customer Management., 11 (1), 14-16. . Publication link: e33ba85c-0cc9-4d5a-82ec-8922d52dade8
  • Burton, J., & Easingwood, C. J. (2003). A Typology of the Benefits Offered by Successful Service Brands. In European Institute of Retailing and Consumer Services 10th International Conference on Recent Advances in Retailing and Services Science, Oregon, USA.. Publication link: bcd48157-bdd4-496b-a4c7-ee609c087855

2002

2001

  • Burton, J., Easingwood, C. J., & Murphy, J. (2001). Development of a Scale for Measurement of Consumer Evaluation of Quality Offered by a Product-dominated Service. In Tenth Biennial World Marketing Congress, Cardiff, UK.. Publication link: c7e44a84-136f-4bab-8d1a-f65a9d4e533d
  • Burton, J., & Kang, J. (2001). Produced monthly and bi-monthly research reports in customer centricity and innovation at Littlewoods. Littlewoods.. Publication link: e96a45d2-f295-4a7a-bf94-87d2fd3e26f5
  • Burton, J. (2001). Measuring Consumer Perceptions of ‘Quality Offered’ by a Product-Dominated Service Provider Manchester, U.K.: Alliance Manchester Business School, The University of Manchester. Publication link: 8a4d7204-e92e-438b-a1ab-2ed193b36b76
  • Buttle, F. A., & Burton, J. (2001). So What is the Link Between Service Dis/satisfaction and Customer Loyalty? In Academy of Marketing, Cardiff, UK.. Publication link: 6859a413-7ceb-4a9b-b7b9-99bbdd03f8e4
  • Burton, J. (2001). Market research of customer satisfaction at United Utilities Networks: Confidential report produced for Cicero advertising agency on behalf of United Utilities Networks. Cicero books.. Publication link: 633cdb21-34c8-410e-b188-cdaf7989a4db

2000

  • Buttle, F., & Burton, J. (2000). The impact of Service dissatisfaction upon customer loyalty: A research review: Confidential report produced for Littlewoods. Littlewoods.. Publication link: ebd933e2-c9d3-49d0-9655-64c2d9a88598

1999

  • Burton, J., Easingwood, C. J., & Murphy, J. (1999). PIP Quality: getting to the core of consumer quality evaluations for a product-dominated industry via process, image and product dimensions (PIP). In Academy of Marketing, Stirling, Scotland. (pp. 255-274). Publication link: 88b47597-b168-436a-8b8a-c2b5b2c210f6
  • Burton, J., Murphy, J., & Easingwood, C. (1999). Measurement of Consumer Quality Evaluations for a Product-dominated Industry. (MBS Working Paper; No. 391: 0954-7402). Manchester: Manchester Business School.. Publication link: 60e3fb89-8c53-429f-9e52-9e094278324c
  • Burton, J., Easingwood, C. J., & Murphy, J. (1999). Exploring the Measurement of Consumer Quality Evaluations for a Product-dominated Industry: further criticism of SERVQUAL. In 28th EMAC, Berlin, Germany .. Publication link: 5535efba-086a-426e-901c-3572fc0f4ef8
  • Burton, J. (1999). Outsourcing: A strategic review: Confidential report produced for Professor John Murphy & Abbey National. Abbey National Building Society.. Publication link: 0fe26501-6588-4b1a-9167-968ffb4d53a2

1998

  • Burton, J., Murphy, J., & Easingwood, C. (1998). The Potential Role of Corporate Image as a Dimension of Consumer's Quality Evaluations for Organisations with High Profile Corporate Identities. In Current Issues in Services Marketing, 11th UK Services Marketing Workshop, Nottingham, England. (pp. 61-72). Publication link: 91d47e82-bdc1-4d26-bf19-cb9d2cef831a

1997

  • Burton, J. (1997). Opportunities arising from the introduction of tax self-assessment: Confidential report commissioned by Bradford and Bingley. Bradford and Bingley.. Publication link: 70c77821-d584-41ce-a0a3-aa80d33dabe4

1995

  • Burton, J. (1995). The Determination of Productivity in te European Pharmaceutical Industry Cardiff, UK: Cardiff Business School, University of Wales, College of Cardiff.. Publication link: b4676a57-6231-43d8-9e1e-18161e04accd