| Servitization: A contemporary thematic review of four major research streams C Raddats, C Kowalkowski, O Benedettini, J Burton, H Gebauer Industrial Marketing Management 83, 207-223, 2019 | 665 | 2019 |
| Does service failure influence customer loyalty? F Buttle, J Burton Journal of Consumer Behaviour: an international research review 1 (3), 217-227, 2002 | 441 | 2002 |
| Capabilities for advanced services: A multi-actor perspective VM Story, C Raddats, J Burton, J Zolkiewski, T Baines Industrial Marketing Management 60, 54-68, 2017 | 395 | 2017 |
| Analyzing Customer Experience Feedback Using Text Mining: A Linguistics-Based Approach FV Ordenes, B Theodoulidis, J Burton, T Gruber, M Zaki Journal of Service Research 17 (3), 278-295, 2014 | 346 | 2014 |
| Characterizing Customer Experience Management in Business Markets L Witell, C Kowalkowski, H Perks, C Raddats, M Schwabe, O Benedettini, ... Journal of Business Research, 2020 | 289 | 2020 |
| Strategic B2B customer experience management: the importance of outcomes-based measures J Zolkiewski, V Story, J Burton, P Chan, A Gomes, P Hunter-Jones, ... Journal of Services Marketing 31 (2), 172-184, 2017 | 282 | 2017 |
| Why do people read reviews posted on consumer-opinion portals? J Burton, M Khammash New Developments in Online Marketing, 51-75, 2013 | 234 | 2013 |
| Motivations for servitization: the impact of product complexity C Raddats, T Baines, J Burton, VM Story, J Zolkiewski International Journal of Operations & Production Management 36 (5), 572-591, 2016 | 224 | 2016 |
| AI feel you: customer experience assessment via chatbot interviews K Sidaoui, M Jaakkola, J Burton Journal of Service Management 31 (4), 745-766, 2020 | 203 | 2020 |
| Interactively developed capabilities: evidence from dyadic servitization relationships C Raddats, J Zolkiewski, VM Story, J Burton, T Baines, A Ziaee Bigdeli International Journal of Operations and Production Management 37 (3), 382-400, 2017 | 173 | 2017 |
| Resource configurations for services success in manufacturing companies C Raddats, J Burton, R Ashman Journal of Service Management 26 (1), 97-116, 2015 | 152 | 2015 |
| Overcoming the challenges that hinder new service development by manufacturers with diverse services strategies J Burton, J., Story, V., Raddats, C. and Zolkiewski International Journal of Production Economics, 2017 | 112 | 2017 |
| Exploring the impact of customer feedback on the well-being of service entities A TSR perspective L Nasr, J Burton, T Gruber, J Kitshoff Journal of Service Management 25 (4), 531-555, 2014 | 110 | 2014 |
| Capabilities supporting digital servitization: a multi-actor perspective É Marcon, A Marcon, NF Ayala, AG Frank, V Story, J Burton, C Raddats, ... Industrial Marketing Management 103, 97-116, 2022 | 109 | 2022 |
| Strategy and structure configurations for services within product‐centric businesses C Raddats, J Burton Journal of Service Management, 2011 | 101 | 2011 |
| Accounting is from Mars, Marketing is from Venus: Establishing common ground for the concept of Customer Profitability R Gleaves, J Burton, J Kitshoff, K Bates, M Whittington The Marketing/Accounting Interface (Key Issues in Marketing Management), 2012 | 88* | 2012 |
| Identifying Tensions in the Servitized Value Chain: If servitization is to be successful, servitizing firms must address the tensions the process creates in their value network. J Burton, V Story, J Zolkiewski, C Raddats, TS Baines, D Medway Research-Technology Management 59 (5), 38-47, 2016 | 75 | 2016 |
| Using qualitative research to refine service quality models J Burton, C Easingwood, JA Murphy Qualitative Market Research: An International Journal 4 (4), 217-223, 2001 | 67 | 2001 |
| Developing a deeper understanding of positive customer feedback L Nasr, J Burton, T Gruber Journal of Services Marketing 32 (2), 142-160, 2018 | 63 | 2018 |
| A positioning typology of consumers’ perceptions of the benefits offered by successful service brands J Burton, C Easingwood Journal of Retailing and consumer services 13 (5), 301-316, 2006 | 60 | 2006 |
Judy ZolkiewskiAlliance Manchester Business School, University of ManchesterVerified email at manchester.ac.uk
