Helping customers to help themselves

Adopting self-service technology to do more with less
Hilton, T., Hughes, T., Little, E. and Marandi, E. 2013. Adopting self-service technology to do more with less. Journal of Services Marketing. 27 (1), pp. 3-12. https://doi.org/10.1108/08876041311296338

Resource integration using self-service technology: the customer perspective
Hughes, T., Hilton, T., Little, E. and Marandi, E. 2011. Resource integration using self-service technology: the customer perspective. in: Patterson, A. and Oakes, S. (ed.) Proceedings of the Academy of Marketing Conference 2011: Marketing Field Forever Liverpool Academy of Marketing.

Co-creation: resource integration and value realisation
Hilton, T., Hughes, T. and Chalcraft, D. 2011. Co-creation: resource integration and value realisation. Service Integration and Coordination in a Complex World, Proceedings of Otago Forum 3. Otago University, Dunedin, New Zealand December 2011

Developing a resource integration model for self-service technology
Hughes, T., Hilton, T., Little, E. and Marandi, E. 2010. Developing a resource integration model for self-service technology. Transformational Marketing: the proceedings of the Annual Academy of Marketing conference. Coventry University, Coventry 06 - 08 Jul 2010

Co-Production and the role of self-service technology in resource integration
Hughes, T., Hilton, T., Little, E. and Marandi, E. 2010. Co-Production and the role of self-service technology in resource integration. Extending service-dominant logic: the proceedings of the UK Forum on Markets and Marketing. Cambridge University 23 - 26 Sep 2010

Managing customer perceptions of the business environment for competitive advantage
Hilton, T. and Jones, W. 2010. Managing customer perceptions of the business environment for competitive advantage. Journal of Customer Behaviour. 9 (3), pp. 265-281. https://doi.org/10.1362/147539210X533188

Adopting self service technology to do more with less
Hilton, T., Hughes, T., Little, E. and Marandi, E. 2010. Adopting self service technology to do more with less. in: Ballantine, P. and Finsterwalder, J. (ed.) Doing more with less: the proceedings of the Annual ANZMAC Conference, 29 November - 1 December 2010, University of Canterbury, Christchurch, New Zealand Department of Management, College of Business and Economics, University of Canterbury.

Services marketing: text and cases. 3rd edition
Baron, S., Harris, K. and Hilton, T. 2009. Services marketing: text and cases. 3rd edition. Basingstoke Palgrave Macmillan.

Co-production and co-creation using self-service technology: the application of service-dominant logic
Hilton, T. and Hughes, T. 2008. Co-production and co-creation using self-service technology: the application of service-dominant logic. Otago Forum 2: the service-dominant logic of marketing: from propositions to practice. University of Otago, Dunedin, New Zealand 08 - 12 Dec 2008 pp. 21-40

Leveraging operant resources of consumers: improving customer experiences or productivity?
Hilton, T. 2008. Leveraging operant resources of consumers: improving customer experiences or productivity? The Marketing Review. 8 (4), pp. 359-366. https://doi.org/10.1362/146934708X378631

Lest we forget the customer experience: the dark side of S-D logic within the consumer services context
Hilton, T. 2008. Lest we forget the customer experience: the dark side of S-D logic within the consumer services context. Shifting focus from the Mainstream to Offbeat: the proceedings of the Annual ANZMAC Conference. University of Sydney, Sydney 01 - 03 Dec 2008

Does the marketing curriculum reflect the importance of services marketing for practitioners?
Hilton, T., Hughes, T. and McDowell, R. 2007. Does the marketing curriculum reflect the importance of services marketing for practitioners? The Marketing Review. 7 (2), pp. 171-184. https://doi.org/10.1362/146934707X198876

The link between perceptions of power and client behaviours
Hilton, T. and French, M. 2007. The link between perceptions of power and client behaviours. International Journal of the Legal Profession. 14 (1), pp. 97-112. https://doi.org/10.1080/09695950701323120

The future-proofed practitioner: a service-centred marketing curriculum
Hilton, T., Bhat, R., Hyde, K. and Xu, Y. 2007. The future-proofed practitioner: a service-centred marketing curriculum. 3R’s Reputation, Responsibility & Relevance: the proceedings of the Annual ANZMAC Conference. Otago University, Dunedin 03 - 05 Dec 2007

Private client perceptions of the personal disclosure experience
Hilton, T. 2007. Private client perceptions of the personal disclosure experience. Marketing Excellence: the proceedings of the Annual Academy of Marketing Conference. Kingston University, London 03-06 Jul 2007

Bequest motives and barriers to giving: the case of direct mail donors
Sargeant, A., Hilton, T. and Wymer, W. 2006. Bequest motives and barriers to giving: the case of direct mail donors. Nonprofit Management and Leadership. 17 (1), pp. 49-66. https://doi.org/10.1002/nml.130

Marketing bequest club membership: an exploratory study of legacy pledgers
Sargeant, A., Wymer, W. and Hilton, T. 2006. Marketing bequest club membership: an exploratory study of legacy pledgers. Nonprofit and Voluntary Sector Quarterly. 35 (3), pp. 384-404. https://doi.org/10.1177/0899764006290788

Comparing commercial and private client dependency upon relationships with lawyers
Hilton, T. 2006. Comparing commercial and private client dependency upon relationships with lawyers. Services Marketing Quarterly. 27 (4), pp. 1-26. https://doi.org/10.1300/J396v27n04_01

Powerful predators and vulnerable victims: the link betweeen power and relationship maintenance
Hilton, T. 2006. Powerful predators and vulnerable victims: the link betweeen power and relationship maintenance. The proceedings of the Annual Academy of Marketing Conference. University of Middlesex, London 03 - 06 Jul 2006

Why clients need, rather than want, lawyers
Hilton, T. and Migdal, S. 2005. Why clients need, rather than want, lawyers. International Journal of the Legal Profession. 12 (1), pp. 145-163. https://doi.org/10.1080/09695950500077075

The final gift: targeting the potential charity legator
Sargeant, A. and Hilton, T. 2005. The final gift: targeting the potential charity legator. International Journal of Nonprofit and Voluntary Sector Marketing. 10 (1), pp. 3-16. https://doi.org/10.1002/nvsm.3

The final gift: motives and barriers to giving
Sargeant, A., Hilton, T. and Wymer, W. 2005. The final gift: motives and barriers to giving. Academy of Marketing Science World Congress. Muenster, Germany 06 - 09 Jul 2005

Marketing bequest club membership: an expolratory study of legacy pledgers
Sargeant, A., Hilton, T. and Wymer, W. 2005. Marketing bequest club membership: an expolratory study of legacy pledgers. International Journal of Educational Advancement. 5 (3), pp. 207-220.

Services marketing curriculum development: mainstream or specialist study?
Hilton, T., Hughes, T. and McDowell, R. 2005. Services marketing curriculum development: mainstream or specialist study? The proceedings of the Services Marketing Conference. University of Liverpool Nov 2005

Successful bequest fundraising: key lessons from research
Sargeant, A., Warwick, M. and Hilton, T. 2004. Successful bequest fundraising: key lessons from research. The proceedings of the AFP Annual Conference. Seattle March 2004

Trust a Solicitor? You may not need to!
Hilton, T. 2004. Trust a Solicitor? You may not need to! Proceedings of the Annual Conference of the Academy of Marketing. University of Gloucestershire, Cheltenham 06 - 09 Jul 2004

Client defection in the design industry: a study of the causes, process and context of switching agencies
Vafeas, M. and Hilton, T. 2002. Client defection in the design industry: a study of the causes, process and context of switching agencies. The Design Journal. 5 (1), pp. 14-25.

Client motivations to maintain relationships with lawyers
Hilton, T. 2002. Client motivations to maintain relationships with lawyers. The Proceedings of the Annual Conference of the Academy of Marketing. Nottingham 02 - 05 Jul 2002