Publications
Selected publications
- The role of services in creating brand loyalty for B2B manufacturers (Journal article - 2024)
- Tensions in value spaces: The organizational buying center and advanced services (Journal article - 2023)
- Mechanisms for developing operational capabilities in digital servitization (Journal article - 2023)
- Creating value in servitization through digital service innovations (Journal article - 2022)
- Capabilities supporting digital servitization: A multi-actor perspective (Journal article - 2022)
- Strategic use of social media within business-to-business (B2B) marketing: A systematic literature review (Journal article - 2021)
2024
Exploring Manufacturer-Digital Supplier Collaboration for Digital Service Innovations
Raddats, C., Momeni, B., Rathi, D., & Bigdeli, A. (2024). Exploring Manufacturer-Digital Supplier Collaboration for Digital Service Innovations. In International Conference on Business Servitization (pp. 24-28). Lisbon.
Enabling international student engagement through Online Learning Environments
Kearney, T., Raddats, C., & Qian, L. (n.d.). Enabling international student engagement through Online Learning Environments. Innovations in Education and Teaching International, 1-14. doi:10.1080/14703297.2024.2413435
Developing digital marketing communications for manufacturer solutions
Raddats, C., & Roper, S. (2024). Developing digital marketing communications for manufacturer solutions. In Spring Servitization Conference. Tilburg, Netherlands.
Guest editorial: Digital service innovation: ontology, context and theory
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-03-2024-498
The role of services in creating brand loyalty for B2B manufacturers
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.2024.114506
2023
Mechanisms for developing operational capabilities in digital servitization
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-04-2022-0259
Tensions in value spaces: The organizational buying center and advanced services
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.2023.08.006
Rapport Development in Online Channels: A Dyadic Customer/Service Employee Perspective
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.
A Netnographic Investigation of Rapport Development Between Customers and Service Employees in Online Service Encounters
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.
Innovative asset finance for advanced services
Raddats, C., & Baines, T. (2023). Innovative asset finance for advanced services. In Spring Servitization Conference (pp. 120-127). Helsinki.
2022
Developing successful innovations by overcoming barriers to management activities employed in the innovation process.
Clennell, N., Raddats, C., Zolkiewski, J., & Chowdhury, I. N. (2022). Developing successful innovations by overcoming barriers to management activities employed in the innovation process.. In Chris Raddats. Alliance Manchester Business School, The University of Manchester.
Creating value in servitization through digital service innovations
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.2022.04.002
Conference paper: The dynamics of interorganizational actor engagement during innovation projects.
Clennell, N., Chowdhury, I. N., Raddats, C., & Zolkewski, J. (2022). Conference paper: The dynamics of interorganizational actor engagement during innovation projects.. In 27th CBIM International Conference. Online.
Speeding up short term interorganisational innovation projects.
Clennell, N., Chowdhury, I. N., Raddats, C., & Zolkiewski, J. (2022). Speeding up short term interorganisational innovation projects.. In EIASM, 29th IPDMC, Innovation and Product Development Management Conference. Hamburg University of Technology (TUHH).
Advanced services: The role of independent service providers
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.
Capabilities supporting digital servitization: A multi-actor perspective
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.2022.03.003
2021
Moving Beyond Manufacturing: Building a Research Agenda for Servitizing Service Firms and Ecosystems
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.
Strategic use of social media within business-to-business (B2B) marketing: A systematic literature review
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.2021.06.005
Developing capabilities for digital servitization
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.
Manufacturers’ Service Innovation Efforts: From Customer Projects to Business Models and Beyond
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_27
2020
Characterizing customer experience management in business markets
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.2019.08.050
A framework of online rapport-building behaviours: An exploration of Twitter
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.
Overcoming Territorial Tensions in Servitized Networks: An Abstract
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_81
2019
Innovation in servitization through digital technologies
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
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.2019.03.015
Managing Innovation in Strategic Networks Evidence from the North-West of England Digital Media Sector (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.
Managing Innovation in Strategic Networks Evidence from the North-West of England Digital Media Sector
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?
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.
Digital capabilities for advanced services: A multi-actor perspective
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.
The role of customer knowledge development for incremental and radical service innovation in servitized manufacturers
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.2019.02.019
2018
Overcoming the Challenges of Servitisation: Aligning Responses to Service Strategy
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_9
Customer-Employee Rapport: A Dyadic Perspective in Multi-Channel Service Settings
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
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
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
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
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.2017.01.013
Enhancing the performance outcomes of firm servitization efforts: key capabilities and network resources
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
Clennell, N., Zolkiewski, J., Raddats, C., & Chowdhury, I. N. (2017). Managing and profiting from innovation. In 22nd CBIM Academic Conference. Stockholm University, Stockholm, Sweden.
Service offshoring in manufacturers' upstream networks
Ma, Z., Chong, W., Qian, L., & Raddats, C. O. (2017). Service offshoring in manufacturers' upstream networks. In Quality in Service (QUIS) 15 Conference. Porto.
Successfully selling services: Developing salespeople with the required competences
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.
The layered nature of servitization challenges and responses
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.
Strategic B2B customer experience management: the importance of outcomes-based measures
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-10-2016-0350
Interactively developed capabilities: evidence from dyadic servitization relationships
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-08-2015-0512
Capabilities for advanced services: A multi-actor perspective
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.2016.04.015
2016
The Enabling Role of Online Learning Environments in the Actor-to-Actor Co-Creation Process: An International Perspective
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
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
Clennell, N., Zolkiewski, J., Raddats, C., & Chowdhury, I. N. (2016). Managing and profiting from innovation. In CenSE. Edinburgh.
Identifying (territorial) tensions in the servitized value chain
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.
Navigating the 'bends in the road': A longitudinal study of how a manufacturer undertakes the servitization journey
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.
Motivations for servitization: The impact of product complexity
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-09-2014-0447
The motivations for serviitzation: The impact of product complexity
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
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?'
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
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
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’
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.
Resource configurations for services success in manufacturing companies
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-12-2012-0278
2014
Creating multi-vendor solutions: the resources and capabilities required
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-04-2012-0061
A Reconceptualization of Manufacturers' Service Strategies
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.2013.857500
Service Innovation in Traditionally Product-oriented Firms: Dynamic Capabilities for Innovation Success in Servitizing Firms
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
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
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
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
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'
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'
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
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
Raddats, C., & Burton, J. (2011). Strategy and structure configurations for services within product-centric businesses. JOURNAL OF SERVICE MANAGEMENT, 22(4), 522-539. doi:10.1108/09564231111155105
Aligning industrial services with strategies and sources of market differentiation
Raddats, C. (2011). Aligning industrial services with strategies and sources of market differentiation. JOURNAL OF BUSINESS & INDUSTRIAL MARKETING, 26(5), 332-343. doi:10.1108/08858621111144398
'How do goods-centric businesses use relationships to develop services-led growth?'
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?'
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
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.2010.03.002
'Differentiation through services in product-centric B2B businesses'
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'
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
Raddats, C. (2009). Differentiation through services in product-centric b2b companies. (PhD Thesis, University of Manchester).