2024
Opazo Basáez, M., Vendrell-Herrero, F., Bustinza, O. F., & Raddats, C. (2024). Guest editorial: Digital service innovation: ontology, context and theory. Journal of Service Management, 35(2), 129-140. doi:10.1108/josm-03-2024-498DOI: 10.1108/josm-03-2024-498
Raddats, C., Roper, S., & Ashman, R. (2024). The role of services in creating brand loyalty for B2B manufacturers. Journal of Business Research, 174, 114506. doi:10.1016/j.jbusres.2024.114506DOI: 10.1016/j.jbusres.2024.114506
2023
Momeni, K., Raddats, C., & Martinsuo, M. (2023). Mechanisms for developing operational capabilities in digital servitization. INTERNATIONAL JOURNAL OF OPERATIONS & PRODUCTION MANAGEMENT, 43(13), 101-127. doi:10.1108/IJOPM-04-2022-0259DOI: 10.1108/IJOPM-04-2022-0259
Zolkiewski, J., Story, V., Burton, J., Raddats, C., Baines, T., & Medway, D. (2023). Tensions in value spaces: The organizational buying center and advanced services. Industrial Marketing Management. doi:10.1016/j.indmarman.2023.08.006DOI: 10.1016/j.indmarman.2023.08.006
Hammad, M., Raddats, C., & Kearney, T. (2023). Rapport Development in Online Channels: A Dyadic Customer/Service Employee Perspective. In 2023 American Marketing Association (AMA) Summer conference. San Francisco.
Hammad, M., Raddats, C., & Kearney, T. (2023). A Netnographic Investigation of Rapport Development Between Customers and Service Employees in Online Service Encounters. In NETNOCON, The Netnography Conference. Salford University.
Raddats, C., & Baines, T. (2023). Innovative asset finance for advanced services. In Spring Servitization Conference (pp. 120-127). Helsinki.
2022
Raddats, C., Naik, P., & Ziaee Bigdeli, A. (2022). Creating value in servitization through digital service innovations. Industrial Marketing Management, 104, 1-13. doi:10.1016/j.indmarman.2022.04.002DOI: 10.1016/j.indmarman.2022.04.002
Raddats, C., West, S., Burton, J., Story, V., & Zolkiewski, J. (2022). Advanced services: The role of independent service providers. In https://www.advancedservicesgroup.co.uk/ssc2022-proceedings (pp. 28-34). Florence.
Marcon, É., Marcon, A., Ayala, N. F., Frank, A. G., Story, V., Burton, J., . . . Zolkiewski, J. (2022). Capabilities supporting digital servitization: A multi-actor perspective. Industrial Marketing Management, 103, 97-116. doi:10.1016/j.indmarman.2022.03.003DOI: 10.1016/j.indmarman.2022.03.003
2021
Moving Beyond Manufacturing: Building a Research Agenda for Servitizing Service Firms and Ecosystems (Conference Paper)
Burton, J., Raddats, C., Story, V., West, S., & Zolkiewski, J. (2021). Moving Beyond Manufacturing: Building a Research Agenda for Servitizing Service Firms and Ecosystems. In https://link.springer.com/book/10.1007/978-3-030-72090-2?noAccess=true#toc. Zurich.
Cartwright, S., Liu, H., & Raddats, C. (2021). Strategic use of social media within business-to-business (B2B) marketing: A systematic literature review. Industrial Marketing Management, 97, 35-58. doi:10.1016/j.indmarman.2021.06.005DOI: 10.1016/j.indmarman.2021.06.005
Developing capabilities for digital servitization (Conference Paper)
Momeni, K., Raddats, C., & Martinsuo, M. (2021). Developing capabilities for digital servitization. In https://www.advancedservicesgroup.co.uk/copy-of-ssc-2021-call-for-papers (pp. 79-87). Online.
Story, V. M., Zolkiewski, J., Burton, J., & Raddats, C. (2021). Manufacturers’ Service Innovation Efforts: From Customer Projects to Business Models and Beyond. In The Palgrave Handbook of Servitization (pp. 419-436). Springer International Publishing. doi:10.1007/978-3-030-75771-7_27DOI: 10.1007/978-3-030-75771-7_27
2020
Witell, L., Kowalkowski, C., Perks, H., Raddats, C., Schwabe, M., Benedettini, O., & Burton, J. (2020). Characterizing customer experience management in business markets. Journal of Business Research, 116, 420-430. doi:10.1016/j.jbusres.2019.08.050DOI: 10.1016/j.jbusres.2019.08.050
Hammad, M., Raddats, C., & Kearney, T. (2020). A framework of online rapport-building behaviours: An exploration of Twitter. In https://iae-aix.univ-amu.fr/sites/iae-aix.univ-amu.fr/files/la_londe_proceedings_2020.pdf (pp. 26). La Londe, France.
Zolkiewski, J., Burton, J., Story, V. M., Raddats, C., Baines, T., & Medway, D. (2020). Overcoming Territorial Tensions in Servitized Networks: An Abstract. In Unknown Conference (pp. 273-274). Springer International Publishing. doi:10.1007/978-3-030-42545-6_81DOI: 10.1007/978-3-030-42545-6_81
2019
Raddats, C., Story, V., Burton, J., & Zolkiewski, J. (2019). Innovation in servitization through digital technologies. In International Conference in Business Servitization. Deusto Business School, University of Deusto, San Sebastian.
Servitization: A contemporary thematic review of four major research streams (Journal article)
Raddats, C. O., Kowalkowski, C., Benedettini, O., Burton, J., & Gebauer, H. (2019). Servitization: A contemporary thematic review of four major research streams. Industrial Marketing Management, 83, 207-223. doi:10.1016/j.indmarman.2019.03.015DOI: 10.1016/j.indmarman.2019.03.015
Managing Innovation in Strategic Networks Evidence from the North-West of England Digital Media Sector (Conference Paper) (Conference Paper)
Clennell, N., Zolkiewski, J., Raddats, C., & Ilma Nur, C. (2019). Managing Innovation in Strategic Networks Evidence from the North-West of England Digital Media Sector (Conference Paper). In IMP Conference. Paris.
Clennell, N., Zolkiewski, J., Raddats, C. O., & Chowdhury, I. (2019). Managing Innovation in Strategic Networks Evidence from the North-West of England Digital Media Sector. In IMP Conference. Paris.
Servitization: Quo Vardis? (Conference Paper)
Raddats, C. O., Kowalkowski, C., Benedettini, O., Burton, J., & Gebauer, H. (2019). Servitization: Quo Vardis?. In 9th BMM-EMAC Biennial International Conference on Business Market Management. Berlin.
Raddats, C. O., Story, V., Burton, J., & Zoliewski, J. (2019). Digital capabilities for advanced services: A multi-actor perspective. In Proceedings of the Spring Servitization Conference 2019 (pp. 21-27). Linköping University.
Johansson, E., Raddats, C. O., & Witell, L. (2019). The role of customer knowledge development for incremental and radical service innovation in servitized manufacturers. Journal of Business Research, 98, 328-338. doi:10.1016/j.jbusres.2019.02.019DOI: 10.1016/j.jbusres.2019.02.019
2018
Overcoming the Challenges of Servitisation: Aligning Responses to Service Strategy (Chapter)
Raddats, C., Burton, J., Zolkiewski, J., & Story, V. (2018). Overcoming the Challenges of Servitisation: Aligning Responses to Service Strategy. In Practices and Tools for Servitization (pp. 171-184). Springer International Publishing. doi:10.1007/978-3-319-76517-4_9DOI: 10.1007/978-3-319-76517-4_9
Hammad, M., Raddats, C. O., & Kearney, T. (2018). Customer-Employee Rapport: A Dyadic Perspective in Multi-Channel Service Settings. In AMA SERVSIG. IÉSEG School of Management, Paris.
Value creation through servitization within SMEs (Conference Paper)
Zolkiewski, J., Story, V., Raddats, C. O., Burton, J., Bigdeli, A., Baines, T., & Andrews, D. (2018). Value creation through servitization within SMEs. In Proceedings of the Spring Servitization Conference 2018 (pp. 173-179). Copenhagen.
Managing and profiting from innovation (Conference Paper)
Clennell, N., Zolkiewski, J., Raddats, C., & Chowdhury, I. N. (2018). Managing and profiting from innovation. In The 24th Nordic Workshop on Interorganisational Research: Nord2018. University of Vaasa, Finland.
The roles of services for manufacturers: themes and research priorities (Conference Paper)
Raddats, C. O., Kowalkowsi, C., Benedettini, O., Burton, J., & Gebauer, H. (2018). The roles of services for manufacturers: themes and research priorities. In Industrial Marketing Management (IMM) Summit. Copenhagen Business School, Copenhagen.
2017
Overcoming the challenges that hinder new service development by manufacturers with diverse services strategies (Journal article)
Burton, J., Story, V., Raddats, C. O., & Zollkiewski, J. (2017). Overcoming the challenges that hinder new service development by manufacturers with diverse services strategies. International Journal of Production Economics, 192, 29-39. doi:10.1016/j.ijpe.2017.01.013DOI: 10.1016/j.ijpe.2017.01.013
Burton, J., Story, V., Raddats, C. O., & Zolkiewski, J. (2017). Enhancing the performance outcomes of firm servitization efforts: key capabilities and network resources. In Academy of Marketing. University of Hull.
Managing and profiting from innovation (Conference Paper)
Clennell, N., Zolkiewski, J., Raddats, C., & Chowdhury, I. N. (2017). Managing and profiting from innovation. In 22nd CBIM Academic Conference. Stockholm University, Stockholm, Sweden.
Ma, Z., Chong, W., Qian, L., & Raddats, C. O. (2017). Service offshoring in manufacturers' upstream networks. In Quality in Service (QUIS) 15 Conference. Porto.
Gross, S., Raddats, C. O., Burton, J., Zolkiewski, J., & Story, V. (2017). Successfully selling services: Developing salespeople with the required competences. In Proceedings of Spring Servitization Conference (pp. 154-161). Lucerne.
Story, V., Burton, J., Raddats, C. O., & Zolkiewski, J. (2017). The layered nature of servitization challenges and responses. In Proceedings of Spring Servitization Conference (pp. 250-258). Lucerne.
Zolkiewski, J., Story, V., Burton, J., Chan, P., Gomes, A., Hunter-Jones, P., . . . Robinson, W. (2017). Strategic B2B customer experience management: the importance of outcomes-based measures. JOURNAL OF SERVICES MARKETING, 31(2), 172-184. doi:10.1108/JSM-10-2016-0350DOI: 10.1108/JSM-10-2016-0350
Raddats, C. O., Zolkiewski, J., Story, V., Burton, J., Baines, T., & Bigdeli, A. (2017). Interactively developed capabilities: evidence from dyadic servitization relationships. International Journal of Operations and Production Management, 37(3), 382-400. doi:10.1108/IJOPM-08-2015-0512DOI: 10.1108/IJOPM-08-2015-0512
Capabilities for advanced services: A multi-actor perspective (Journal article)
Story, V., Raddats, C. O., Burton, J., Zolkiewski, J., & Baines, T. (2017). Capabilities for advanced services: A multi-actor perspective. Industrial Marketing Management, 60, 54-68. doi:10.1016/j.indmarman.2016.04.015DOI: 10.1016/j.indmarman.2016.04.015
2016
The Enabling Role of Online Learning Environments in the Actor-to-Actor Co-Creation Process: An International Perspective (Conference Paper)
Kearney, T., & Raddats, C. O. (2016). The Enabling Role of Online Learning Environments in the Actor-to-Actor Co-Creation Process: An International Perspective. In Australian and New Zealand Marketing Academy (ANZMAC). Christchurch.
Capability development for servitization using a service-dominant (SDL) lens (Conference Paper)
Raddats, C. O. (2016). Capability development for servitization using a service-dominant (SDL) lens. In International Conference in Business Servitization. Granada.
Managing and profiting from innovation (Conference Paper)
Clennell, N., Zolkiewski, J., Raddats, C., & Chowdhury, I. N. (2016). Managing and profiting from innovation. In CenSE. Edinburgh.
Burton, J., Story, V., Zolkiewski, J., Raddats, C. O., Baines, T., & Medway, D. (2016). Identifying (territorial) tensions in the servitized value chain. Research Technology Management, 59(5), 38-47.
Raddats, C. O., Burton, J., Story, V., & Zolkiewski, J. (2016). Navigating the 'bends in the road': A longitudinal study of how a manufacturer undertakes the servitization journey. In Spring Servitization Conference. Manchester.
Raddats, C., Baines, T., Burton, J., Story, V., & Zolkiewski, J. (2016). Motivations for servitization: The impact of product complexity. International Journal of Operations and Production Management, 36(5), 572-591. doi:10.1108/IJOPM-09-2014-0447DOI: 10.1108/IJOPM-09-2014-0447
Raddats, C., Burton, J., Story, V., & Zolkiewski, J. (2016). The motivations for serviitzation: The impact of product complexity. In AMA ServSIG Conference. Thessaloniki: University of Macdeonia.
2015
Servitization implementation within manufacturers following diverse service innovation strategies (Conference Paper)
Raddats, C., Story, V., Burton, J., & Zolkiewski, J. (2015). Servitization implementation within manufacturers following diverse service innovation strategies. In ESRC Business Model Seminar Series. Aston University.
'Road to Nowhere: Is Servitization really a (transformational) journey from product to pure service provider?' (Conference Paper)
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 Academy of Marketing Conference. UK.
Service offshoring in manufacturing companies (Conference Paper)
Ma, S., Chong, W., Qian, L., & Raddats, C. (2015). Service offshoring in manufacturing companies. In Quality in Service (QUIS) 14. China Europe International Business School (CEIBS), Shanghai.
Radical and incremental service innovation in manufacturers: the impact of customer involvement (Conference Paper)
Johansson, E., Raddats, C., & Witell, L. (2015). Radical and incremental service innovation in manufacturers: the impact of customer involvement. In Quality in Service (QUIS) 14 Conference. China Europe International Business School (CEIBS), Shanghai.
Tensions in the Servitization Value Chain’ (Conference Paper)
Burton, J., Story, V., Zolkiewski, J., Raddats, C., Baines, T., & Medway, D. (2015). Tensions in the Servitization Value Chain’. In Spring Servitization Conference. Aston University.
Raddats, C., Burton, J., & Ashman, R. (2015). Resource configurations for services success in manufacturing companies. JOURNAL OF SERVICE MANAGEMENT, 26(1), 97-116. doi:10.1108/JOSM-12-2012-0278DOI: 10.1108/JOSM-12-2012-0278
2014
Creating multi-vendor solutions: the resources and capabilities required (Journal article)
Raddats, C. O., & Burton, J. (2014). Creating multi-vendor solutions: the resources and capabilities required. JOURNAL OF BUSINESS & INDUSTRIAL MARKETING, 29(2), 132-142. doi:10.1108/JBIM-04-2012-0061DOI: 10.1108/JBIM-04-2012-0061
A Reconceptualization of Manufacturers' Service Strategies (Journal article)
Raddats, C., & Kowalkowski, C. (2014). A Reconceptualization of Manufacturers' Service Strategies. JOURNAL OF BUSINESS-TO-BUSINESS MARKETING, 21(1), 19-34. doi:10.1080/1051712X.2013.857500DOI: 10.1080/1051712X.2013.857500
Service Innovation in Traditionally Product-oriented Firms: Dynamic Capabilities for Innovation Success in Servitizing Firms (Conference Paper)
Story, V., Burton, J., Raddats, C., & Zolkiewski, J. (2014). Service Innovation in Traditionally Product-oriented Firms: Dynamic Capabilities for Innovation Success in Servitizing Firms. In International Product Development Management. Limerick: University of Limerick.
Service offshore outsourcing in manufacturing companies (Conference Paper)
Raddats, C., Chong, W., & Qian, L. (2014). Service offshore outsourcing in manufacturing companies. In Cambridge Service Alliance. Cambridge: Institute of Maufacturing.
Servitization capabilities for advanced services: A multi-actor perspective (Conference Paper)
Raddats, C., Burton, J., Zolkiewski, J., Story, V., Baines, T., & Lightfoot, H. (2014). Servitization capabilities for advanced services: A multi-actor perspective. In Spring Servitization Conference (pp. 126-132). Birmingham: Aston Business School.
2013
Service success factors for B2B manufacturing companies (Conference Paper)
Radddats, C., & Burton, J. (2013). Service success factors for B2B manufacturing companies. In QUIS13 (pp. 496-499). Karlstad: CTF, Service Research Center.
The role of relationships in developing product service systems (Conference Paper)
Raddats, C., Story, V., Burton, J., & Zolkiewski, J. (2013). The role of relationships in developing product service systems. In Spring Servitization Conference (pp. 89-94). Birmingham: Aston Business School.
2012
'Servitization: Innovation issued faced by manufacturing firms developing service offerings' (Conference Paper)
Story, V., Raddats, C., Zolkiewski, J., & Burton, J. (2012). 'Servitization: Innovation issued faced by manufacturing firms developing service offerings'. In International Product Development Management conference. Manchester.
'The significance of impartiality for manufacturers developing solutions' (Conference Paper)
Raddats, C., & Burton, J. (2012). 'The significance of impartiality for manufacturers developing solutions'. In Frontiers in Service. Washington: University of Maryland.
The Role of Relationships in Services-Led Growth: A Manufacturer's Perspective (Conference Paper)
Zolkiewski, J., Burton, J., Raddats, C., & Story, V. (2012). The Role of Relationships in Services-Led Growth: A Manufacturer's Perspective. In IMP Conference. Rome: IMP Group.
2011
Strategy and structure configurations for services within product-centric businesses (Journal article)
Raddats, C., & Burton, J. (2011). Strategy and structure configurations for services within product-centric businesses. JOURNAL OF SERVICE MANAGEMENT, 22(4), 522-539. doi:10.1108/09564231111155105DOI: 10.1108/09564231111155105
Aligning industrial services with strategies and sources of market differentiation (Journal article)
Raddats, C. (2011). Aligning industrial services with strategies and sources of market differentiation. JOURNAL OF BUSINESS & INDUSTRIAL MARKETING, 26(5), 332-343. doi:10.1108/08858621111144398DOI: 10.1108/08858621111144398
'How do goods-centric businesses use relationships to develop services-led growth?' (Conference Paper)
Raddats, C., Storey, V., Zolkiewski, J., & Burton, J. (2011). 'How do goods-centric businesses use relationships to develop services-led growth?'. In IMP Conference. Glasgow: IMP.
'Is services engagement enough for product-centric businesses?' (Conference Paper)
Raddats, C. (2011). 'Is services engagement enough for product-centric businesses?'. In QUIS12 (pp. 185-189). Ithaca (NY): Cornell University.
2010
Services growth options for B2B product-centric businesses (Conference Paper)
Raddats, C., & Easingwood, C. (2010). Services growth options for B2B product-centric businesses. In INDUSTRIAL MARKETING MANAGEMENT Vol. 39 (pp. 1334-1345). doi:10.1016/j.indmarman.2010.03.002DOI: 10.1016/j.indmarman.2010.03.002
'Differentiation through services in product-centric B2B businesses' (Journal article)
Raddats, C., & Easingwood, C. (2010). 'Differentiation through services in product-centric B2B businesses'. Industrial Marketing Management, 39(8), 1334-1345.
'Organizing to deliver successful services within goods-centric businesses' (Conference Paper)
Raddats, C., & Burton, J. (2010). 'Organizing to deliver successful services within goods-centric businesses'. In AMA SERVSIG. Porto: AMA.
2009
Differentiation through services in product-centric b2b companies (Thesis / Dissertation)
Raddats, C. (2009). Differentiation through services in product-centric b2b companies. (PhD Thesis, University of Manchester).