- Manchester Business shool, Manchester Business School, Faculty Memberadd
- Marketing, Management, TQM and Business Excellence, Relationship Marketing, CUSTOMER EXPERIENCE MANAGEMENT, Designing Customer Experience, and 27 moreCustomer experience, Services Marketing, Marketing Research, International Business, Customer Satisfaction, Social Innovation, Management of Technology, Knowledge, Service Science, Branding, Consumer Behavior, Transformative Service Research, Value co-creation, Services Marketing and Management, Service Infusion, Servitization, Customer Profitability Analysis, Customer Relationship Management (CRM), Customer Relationship Management, Customer Loyalty, Customer Feedback, Compliments, Customer Complaints, Consumer Complaints Management System, Complaints, Service Operations, Service Management, Service Innovation, Service Design, and Innovation in Servicesedit
- Dr. Jamie Burton is a Professor of Marketing at Alliance Manchester Business School. Jamie’s latest research is avail... moreDr. Jamie Burton is a Professor of Marketing at Alliance Manchester Business School. Jamie’s latest research is available on ResearchGate and his interests include service marketing (servitization), customer experience, feedback, relationship marketing, CRM and customer profitability. Jamie has published over 200 publications including Journal of Service Research, International Journal of Operations and Production Management, Industrial Marketing Management, Journal of Service Management, Journal of Services Marketing, 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. He teaches at every level and has previously worked in a wide variety of service roles, including retail management. Jamie is co-author of the book Converting Customer Value published by Wiley. 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's profile here is not up to date. See https://research.manchester.ac.uk/en/persons/jamie.burton or ResearchGateedit
Research Interests:
Research Interests:
Research Interests: Business and Social Media
Research Interests:
Research Interests:
Research Interests:
Research Interests:
Research Interests:
Research Interests:
Research Interests: Business and Engineering
Consumer reviews are accessible to a huge number of readers online, and thus this electronic word of mouth can affect product performance. This research uses template analysis of readers' stones and interviews to identify themes... more
Consumer reviews are accessible to a huge number of readers online, and thus this electronic word of mouth can affect product performance. This research uses template analysis of readers' stones and interviews to identify themes related to the reading of opinions on review websites (consumer-opinion portals), and within these themes, specific consumer motivations for reading other consumers' reviews. In doing so, it validates reading motivations identified by Hennig-Thurau and Walsh 12003), but finds that they do not encompass all motives for reading UK consumer-opinion-portal content. This study helps marketers to decide how to influence and encourage consumers positively to read about their products and what information they should provide. The research was conducted with users of the online opinion platform, ciao.co.uk.
Research Interests:
Purpose Despite data being a hot topic, little is known about how data can be successfully used in interactions in business-to-business relationships, specifically in the boundary spanning contexts of firms working together to use data... more
Purpose Despite data being a hot topic, little is known about how data can be successfully used in interactions in business-to-business relationships, specifically in the boundary spanning contexts of firms working together to use data and create value. Hence, this study aims to investigate the boundary spanning context of data-driven customer value projects to understand the outcomes of such activities, including the types of value created, how resulting value is shared between the interacting firms, the types of capabilities required for firms to deliver value from data and in what contexts different outcomes are created and different capabilities required. Design/methodology/approach Three abductive case studies were undertaken with firms from different business-to-business domains. Data were coded in NVivo and interpreted using template analysis and cross-case comparison. Findings were sense checked with the case study companies and other practitioners for accuracy, relevance an...
Research Interests:
Research Interests:
Research Interests:
Research Interests:
Research Interests:
Research Interests:
Citation for published version (APA): Chien, S-Y., Theodoulidis, B., & Burton, J. (2016). Extracting Customer Intelligence by Social Media Dialog Mining: An Ontology-based Approach for Customer Experience Analysis. In Proceedings of 2016... more
Citation for published version (APA): Chien, S-Y., Theodoulidis, 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 https://www.researchgate.net/publication/305680977_Extracting_Customer_Intelligence_by_Social_Media_Dialog _Mining_An_Ontological_Approach_for_Customer_Experience_Analysis
Research Interests:
Article history: Received 25 March 2015 Received in revised form 29 January 2016 Accepted 23 April 2016 Available online xxxx Servitization involvesmanufacturers developing service offerings to grow revenue and profit. Advanced services,... more
Article history: Received 25 March 2015 Received in revised form 29 January 2016 Accepted 23 April 2016 Available online xxxx Servitization involvesmanufacturers developing service offerings to grow revenue and profit. Advanced services, in particular, can facilitate a more service-focused organization and impact customers' business processes significantly. However, approaches to servitization are often discussed solely from the manufacturer's perspective; overlooking the role of other network actors. Adopting a multi-actor perspective, this study investigates manufacturer, intermediary and customer perspectives to identify complementary and competing capabilities within a manufacturer's downstream network, required for advanced services. Interviews were conducted with 24 senior executives in 19 UK-based manufacturers, intermediaries and customers across multiple sectors. The study identified six key business activities, within which advanced services capabilities were g...
Research Interests:
Research Interests:
Manufacturers face a number of challenges in implementing servitisation. This chapter on ‘servitisation practices’ explores how to overcome these challenges by aligning responses to different service strategies. A service strategy and... more
Manufacturers face a number of challenges in implementing servitisation. This chapter on ‘servitisation practices’ explores how to overcome these challenges by aligning responses to different service strategies. A service strategy and challenge road map is presented, which includes four challenges: (1) interpret the market environment, (2) reorientate from products to services, (3) undertake a structural reorganisation and (4) develop service-related operational processes. Responses to these challenges are presented in line with four service strategies, based on increasing ‘enthusiasm’ for services (Conservative, Pragmatist, Restrained Enthusiast, Enthusiast). Manufacturers need to respond sequentially to the specific challenges they face when following a particular service strategy.
Research Interests:
Customer experience (CE) is the essence of what constitutes the interaction of a service and a customer. It is multidimensional and comprised of cognitive, emotional, behavioral, sensorial, and social elements resulting from a direct or... more
Customer experience (CE) is the essence of what constitutes the interaction of a service and a customer. It is multidimensional and comprised of cognitive, emotional, behavioral, sensorial, and social elements resulting from a direct or indirect interaction with a firm (Lemon and Verhoef 2016, p. 71). CE has many definitions and descriptions of its constituent elements, which adds a layer of complexity in constructing comparable studies across the board. This fragmentation poses limitations for new researchers who attempt to study CE, described as “widely used, and abused”, and at the risk of being “dismissed because of the ambiguous manner in which it has been applied” (Palmer 2010, p. 196).
Research Interests:
Research Interests:
Research Interests:
Research Interests:
Research Interests:
Research Interests:
Research Interests:
Purpose – Front-line employee (FLE) well-being is an under-researched field. Contrasting the prevailing view that Positive Customer Feedback (PCF) can only have ‘positive’ impacts, this study aims to answer the counterintuitive question:... more
Purpose – Front-line employee (FLE) well-being is an under-researched field. Contrasting the prevailing view that Positive Customer Feedback (PCF) can only have ‘positive’ impacts, this study aims to answer the counterintuitive question: Could the apparently positive construct ‘Positive Customer Feedback’ have a negative impact on the well-being of front-line employees? Consequently, working within the Transformative Service Research (TSR) framework, we investigate whether PCF can negatively affect the eudaimonic and hedonic well-being dimensions of FLEs, thus decreasing their overall psychological well-being level. Design/methodology/approach – A multidisciplinary literature review was conducted, particularly in the social psychology, human resources and organizational behavior fields, to examine the potential negative impacts of PCF. Subsequently, an exploratory qualitative study consisting of seven focus groups with 45 FLEs and 22 in-depth interviews with managers working across ...
Research Interests:
Research Interests:
Research Interests:
Research Interests:
PurposeThe purpose of this paper is to investigate how product‐centric businesses (PCBs), operating in a business‐to‐business environment, configure their organizations to align services strategy with structure. PCBs are companies whose... more
PurposeThe purpose of this paper is to investigate how product‐centric businesses (PCBs), operating in a business‐to‐business environment, configure their organizations to align services strategy with structure. PCBs are companies whose businesses were historically based on the products, rather than services, they sold.Design/methodology/approachA UK‐based study was undertaken which comprised 40 interviews with managers in 25 PCBs from 11 sectors.FindingsThe main parameter which determines the appropriate organizational configuration for services within the PCB's structure is strategy. A new framework is developed from the empirical research which identifies a number of PCB configurations, based on PCBs' services strategies (services engagement, extension, penetration and transformation) and organizational structures aligned to strategic business units (SBUs), i.e. combined product and services, independent services and customer‐focused. The framework is used to show how org...
Research Interests: Business, Manufacturing, Dynamic Capabilities, Strategic Management, Capability Approach, and 15 moreMarketing Strategy, Organizational structure, Strategy, Competitive strategy, Business and Management, Service management, Originality, Servitization, Design Methodology, Empirical Research, Product differentiation, Organizational Design, Is Strategy, Service Infusion, and Business to Business
Purpose – The purpose of this paper is to investigate the resources and capabilities required by manufacturers to develop and deliver multi-vendor solutions. Design/methodology/approach – A multi-case design comprising six UK-based... more
Purpose – The purpose of this paper is to investigate the resources and capabilities required by manufacturers to develop and deliver multi-vendor solutions. Design/methodology/approach – A multi-case design comprising six UK-based manufacturers: two from each of the aerospace/defence, information technology and telecommunications sectors. Findings – Manufacturers can be characterized by their propensity to include products from other vendors in their solutions; single vendor solution providers (SVSPs) focus on solutions comprising their own products, while multi-vendor solution providers (MVSPs) fully embrace products from other manufacturers. Three capabilities were identified which distinguish MVSPs from SVSPs given the complexity of multi-vendor solutions (expertise specifying the solution, engineers trained in implementing/supporting the solution, partnerships with component suppliers of the solution). These capabilities are underpinned by both technical capability and impartia...
Research Interests:
Purpose: To understand the tensions that servitization activities create between actors within networks. Design/methodology/approach: Interviews were conducted with manufacturers, intermediaries and customers across a range of industrial... more
Purpose: To understand the tensions that servitization activities create between actors within networks. Design/methodology/approach: Interviews were conducted with manufacturers, intermediaries and customers across a range of industrial sectors. Findings: Tensions relating to two key sets of capabilities are identified: in developing or acquiring (i) operant technical expertise and (ii) operand service infrastructure. The former tension concerns whom knowledge is co-created with and where expertise resides. The latter involves a territorial investment component; firms developing strategies to acquire greater access to, or ownership of, infrastructures closer to customers. Developing and acquiring these capabilities is a strategic decision on the part of managers of servitizing firms, in order to gain recognized power and control in a particular territory. Originality/value: This paper explores how firms’ servitization activities involve value appropriation (from the rest of the net...
Research Interests:
Research Interests:
Research Interests:
Research Interests:
Research Interests:
Research Interests:
Research Interests:
Purpose This paper aims to outline the purpose, planning, development and delivery of the “1st Academic-Practitioner Research with Impact workshop: Customer Experience Management (CEM) and Big Data” held at Alliance Manchester Business... more
Purpose This paper aims to outline the purpose, planning, development and delivery of the “1st Academic-Practitioner Research with Impact workshop: Customer Experience Management (CEM) and Big Data” held at Alliance Manchester Business School on 18th and 19th January 2016, at which four subsequent papers were initially developed. Design/methodology/approach The paper sets out a summary of the importance and significance of the four papers developed at the workshop and how the co-creative dialogue between managerial practitioners, presenting key problems and issues that they face, and carefully selected teams of academics was facilitated. Findings To develop richer and more impactful understanding of current problems challenging customer-focused managers, there is a need for more dialogue and engagement between academics and practitioners. Practical implications The paper serves as a guideline for developing future workshops that aim at strengthening the links between academia and th...
Research Interests:
Research Interests:
Abstract Consumer reviews are accessible to a huge number of readers online, and thus this electronic word of mouth can affect product performance. This research uses template analysis of readers' stories and interviews to... more
Abstract Consumer reviews are accessible to a huge number of readers online, and thus this electronic word of mouth can affect product performance. This research uses template analysis of readers' stories and interviews to identify themes related to the reading of opinions on ...