Nottingham University Business School
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Professor James Devlin

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BSc (Loughborough), MCSI, PhD (Nottingham)
Dean, Professor of Financial Services Marketing and Consumption

Division: Marketing
Centre/Institute: Centre for Risk, Banking and Financial Services
E-mail: James.Devlin@nottingham.ac.uk
Tel: +44 (0) 115 9515264
Location: C71 (North Building, Jubilee Campus)

James Devlin is Dean and Professor of Financial Services Marketing and Consumption at Nottingham University Business School. James has been involved in research in the areas of consumer decision making, marketing and policy issues in financial services since joining the University of Nottingham in 1991. Prior to joining academia, James worked for 6 years in the retail financial services industry.

James has authored almost 100 journal articles and conference papers covering consumer decision making and behaviour in financial services, consumer policy issues in financial services and the marketing of financial services more generally. James has also contributed to four books, presented at numerous national and international conferences and has edited a number of journal special issues. James is co-organiser of the ESRC sponsored research seminar series Financial Services and Consumers: Issues and Challenges in a Context of Change.

James has managed or been involved in research projects with a total value in excess of 300,000 and has worked with the Banking Standards Review, HM Treasury, the Thoresen Review (on behalf of HM Treasury), Financial Services Authority and the Office of Fair Trading on a number of policy related issues, both in a consultative capacity and as a member of expert panels.

James has also worked at Cass Business School (1998-2000) and the University of Nottingham Malaysia Campus in Kuala Lumpur (2000-2003). James currently serves as Associate Dean (International Relations) and sits on School Executive.

James is Director for the Centre for Risk, Banking and Financial Services and a member of the Chartered Institute for Securities and Investment. James also serves on the Board of Governors/Trustees for ifs University College. Between 2000 and 2003 James was based at the University of Nottingham Malaysia Campus where he was Deputy Director of the Business School.

Research Interests
Marketing and Strategy in Retail Financial Services; Consumer Behaviour and decision making in Financial Services Markets; Distribution in Financial Services; Brand Issues in Financial Services; Policy Issues in Financial Services; Marketing and Public Policy Issues

Administrative Roles
Dean of the Nottingham University Business School
CRBFS - Director of the Centre for Risk, Banking and Financial Services
I am module convenor of the following modules:


MSc

Financial Services: Context, Consumers and Markets (N14159)

External Exminerships & Validations
- 2013    PhD External Examiner for Xing Zhao, University of Coventry (Food Marketing in China)
2007 - 2012    External Examiner. University of Edinburgh MBA Programme
Current Research Activities
My first main research focus concerns consumer attitudes and behaviour in financial services markets, with a focus on trust, fairness and consumer decision making. The challenges and issues associated with the marketing of financial services is a further primary research theme is the "marketing and public" policy interface n financial services, particularly conduct of business regulation and its impact on consumers
 

Publications prior to 2005



Publications prior to 2005

Journal Articles

Devlin, J. (2004), "Choice Criteria in Banking: An Analysis of Trends", Journal of Strategic Marketing, Vol.12 (1), pp.13-28.

Devlin, J.; Azhar, S. (2004), "Life Would be Easier if we were a Kit Kat: Practitioners' Views on the Challenges of Branding Financial Services Successfully", Journal of Brand Management, Vol.12 (1), pp.12-30.

Devlin, J. (2003), "Monitoring the Success of Policy Initiatives to Increase Consumer Understanding of Financial Services", Journal of Financial Regulation and Compliance, Vol.11 (2), pp.151-163.

Devlin, J. (2003), "Brand Architecture in Services: The Example of Retail Financial Services", Journal of Marketing Management, Vol.19, pp.1043-1065.

Devlin, J.; Yeung, F.T. (2003), "Insights into Consumer Motivations for Switching to Internet Banking", International Review of Retail, Distribution and Consumer Research, Vol.13 (4), pp.375-392.

Devlin, J. (2002), "Customer Knowledge and Choice Criteria in Retail Banking", Journal of Strategic Marketing, Vol.10 (4), pp.273-290.

Devlin, J. (2002), "An Analysis of Choice Criteria in the Home Loans Market", International Journal of Bank Marketing, Vol.20(5), pp.212-226.

Devlin, J.; Gwynne, A.; Ennew, C. (2002), "The Effects of a Change in Customer Disposition on the Zone of Tolerance: A Longitudinal Analysis", Australasian Marketing Journal, Vol.10 (1), pp.47-58.

Gwynne, A.; Devlin, J.; Ennew, C. (2002), "Antecedents of Service Expectations", Services Industries Journal, Vol.22 (4), pp.117-137.

Devlin, J. (2001), "Consumer Evaluation and Competitive Advantage in Financial Services: a Research Agenda", European Journal of Marketing, Vol.35 (5/6), pp.639-660.

Devlin, J. (2000), "Adding Value to Retail Financial Services", International Journal of Bank Marketing, Vol.18, 5, pp.222-232.

Gwynne, A.; Devlin, J.; Ennew, C. (2000), "Zone of Tolerance: Further Insights", The Journal of Marketing Management, Vol.16, 6, pp.545-564.

Sherman, A.; Devlin, J. (2000), "British and American Clergy Attitudes Towards Marketing The Church: A Comparative Study", Services Industries Journal, Vol.20, 4, pp.47-61.

Devlin, J.; Sherman, A. (1999), "Clergy Views on The Marketing of The Church: Insights from a UK Survey", International Journal of Nonprofit and Voluntary Sector Marketing, Vol.4, 1, pp.51-68.

Devlin, J. (1998), "Adding Value to Service Offerings: The Case of Financial Services", European Journal of Marketing, Vol.32, 11,12, pp.1091-1109.

Devlin, J.F. (1998), "A Multivariate Analysis of Single Competitive Markets in a Services Environment", Journal of Strategic Marketing, Vol.6, pp.47-63.

Devlin, J. (1997), "Adding Value to Retail Financial Services", Journal of Marketing Practice: Applied Marketing Science, Vol.3, 4, pp.251-267.

Devlin, J. (1997), "Identifying The Competition: Retail Financial Services", Journal of Financial Services Marketing, Vol.1, 4, pp.356-364.

Devlin, J.; Ennew, C.; Hull, A.; Sherman, A. (1997), "Marketing the Church: Should God be Sold or Found?", Journal of Not-for-Profit and Voluntary Sector Marketing, Vol.2 (1), pp.23-30.

Devlin, J.F.; Ennew, C.T. (1997), "Understanding Competitive Advantage in Retail Financial Services", International Journal of Bank Marketing, Vol.15(3), pp.73-82.

Sherman, A.; Devlin, J. (1997), "Church of England Clergy Attitudes Towards Marketing The Church: A Qualitative Study", Journal of Ministry Marketing and Management, Vol.4, 1.

Devlin, J.F. (1996), "Single Competitive Markets in Retail Financial Services", Journal of Marketing Management, Vol.12 (7), pp.605-616.



Chapters in Books

Devlin, J. (2001), "Adding Value to Service Offerings: The Case of Financial Services", in Michael J. Baker (ed) Marketing: Critical Perspectives on Business and Management (Five volume set), London, Routledge.



Conferences

Devlin, J. 2004, "A Study of Total Financial Exclusion", in American Marketing Association Marketing and Public Policy Conference Proceedings, Utah, USA.

Devlin, J. 2004, "Attitudes Towards Government Regulation and Consumer Policy Initiatives in Retail Financial Services", at Financial Services Research Forum Conference.

Devlin, J.; Ennew, C. 2004, "How the Young Choose Financial Services: A Quanitative Analysis", in Academy of Marketing Conference Proceedings, Cheltenham, UK.

Ennew, C.; Devlin, J.; Binks, M. 2004, "The Drivers of Service Loyalty: A Longitudinal Perspective", in the proceedings of the EMAC Conference 2004.

Devlin, J. 2002, "A Study of Choice Criteria in the Home Loans Market", in the proceedings of the Academy of Marketing Conference, Nottingham.

Devlin, J. 2001, "Choice Criteria in Retail Banking", in the proceedings of the EMAC Conference 2001, Bergen, Norway.

Devlin, J.; Gwynne, A.; Ennew, C. 2001, "A Longitudinal Study of the Zone of Tolerance", in the proceedings of the American Marketing Association, Services Special Interest Group Conference 2001, Sydney, Australia.

Devlin, J. 1999, "Promoting Public Understanding of Financial Services: The Potential Impact on Consumer Behaviour", at Academy of Marketing Annual Conference Proceedings.

Gwynne, A.; Ennew, C.; Devlin, J. 1999, "Service Quality and Customer Satisfaction: A Longitudinal Analysis", at 28th European Marketing Academy Conference.

Harris, G.; Devlin, J. 1999, "Promoting Retail Financial Services: The Role of Corporate Advertising", at Academy of Marketing Annual Conference Proceedings.

Devlin, J. 1998, "Consumer Evaluation and Competitive Advantage in Financial Services: A Research Agenda", at Academy of Marketing Annual Conference Proceedings.

Gwynne, A.; Devlin, J.; Ennew, C.T. 1998, "Service Quality and Customer Satisfaction: A Longitudinal Analysis", at Academy of Marketing Annual Conference Proceedings.

Devlin, J. 1997, "Adding Value to Financial Services Offerings: Insights from a Survey of Marketing Managers", at UK Insurance Economists Conference Proceedings.

Devlin, J.; Sherman, A. 1997, "And The Good News Must be Proclaimed: Clergy Views on The Marketing of The Church", at Academy of Marketing Annual Conference Proceedings.

Gwynne, A.; Devlin, J.; Ennew, C.T. 1997, "Modelling the Antecedents of Service Expectations", at Presented at Academy of Marketing Conference Proceedings.

Gwynne, A.; Devlin, J.; Ennew, C.T. 1997, "Service Quality, Customer Satisfaction and Customer Loyalty: A Longitudinal Analysis", at American Marketing Association , Frontiers in Services Conference.

Devlin, J. 1996, "Single Competitive Markets in Retail Financial Services", at Academy of Marketing (MEG) Proceedings.

Devlin, J.; Ennew, C.; Hull, A.; Sherman, A. 1996, "Ethics, Marketing and The Church: Should God be Sold or Found?", at Academy of Marketing (MEG) Conference Proceedings.



Discussion Papers

Devlin, J. 2002, "Branding Issues in Financial Services: The Consumer Perspective", Financial Services Research Forum.

Devlin, J. 2002, "Branding Issues in Financial Services: An Interim Report", Financial Services Research Forum.

Devlin, J. 2002, "A Study of Choice in the Home Loans Market", Nottingham University Business School, Malaysia Campus, Centre for Asian and European Business Research Paper Series.

Devlin, J.; Gwynne, A.; Ennew, C. 2001, "A Longitudinal Analysis of the Zone of Tolerance", University of Nottingham, Malaysia Campus, Division of Business and Management Research Paper Series, 2001(3).



Publications from 2005 to the present day

Journal Articles

Chen, T; Ma, K; Bian, X; Zheng, C and Devlin, J F, (2018), "Is High Recovery More Effective than Expected Recovery in Addressing Service Failure? - A Moral Judgment Perspective", Journal of Business Research, forthcoming 2018.

Chadwick, S, Devlin, J F, Sekhon, H and Roy, S, (2017), "Corporate image and a sport?s governing body", Service Industries Journal, forthcoming 2017.

Moin, S.M.A.; Devlin, J.; McKechnie, S. (2017), "Trust in Financial Services: The Influence of Demographics and Dispositional Characteristics", Journal of Financial Services Marketing, Vol.22(2), 64-76.

Moin, S.M.A.; Devlin, J.; McKechnie, S. (2016), "Magic of Branding: The role of \'Pledge\'. \'Turn\' and \'Prestige\' in Fostering Consumer Trust in Financial Services", Journal of Financial Services Marketing, Vol.21 (2), pp. 113-126.

Moin, S.M.A.; Devlin, J.; McKechnie, S. (2015), "Trust in financial services: Impact of institutional trust and dispositional trust on trusting belief", Journal of Financial Services Marketing, Vol.20 (2), pp. 91-106.

Roy, S K, Devlin, J F and Sekhon, H, (2015), "The Impact of Fairness on Trustworthiness and Trust in Banking", Journal of Marketing Management, Vol.31(9), pp. 996-1017.

Devlin, J.; Roy, S.k.; Sekhon, H. (2014), "Perceptions of Fair Treatment in Financial Services: Development, Validation and Application of a Fairness Measurement Scale", European Journal of Marketing, Vol.48 (7/8), pp. 1-18.

Nath, P.; Devlin, J.; Reid, V. (2014), "Expectation formation in case of newer hotels: The role of advertising, price, and culture", Journal of Travel Research, Vol.55 (2), pp. 261-275.

Sekhon, H.; Ennew, C.; Kharouf, H.; Devlin, J. (2014), "Trustworthiness and Trust: Influences and Implications", Journal of Marketing Management, Vol.30 (3-4), pp. 409-430.

Ashby, S.; Peters, L.; Devlin, J. (2013), "When an irresistible force meets an immovable object: The interplay of agency and structure in the UK Financial Crisis", Journal of Business Research, Vol.67 (1), pp. 2671-2683, Special issue on Avoiding/Responding to Global Economic Disasters.

Devlin, J.; Ennew, C.; McKechnie, S.; Smith, A. (2013), "Would You Believe It? A detailed investigation of believability in comparative price advertising", Journal of Marketing Management, Vol.29(7/8), pp.793-811, DOI:10.1080/0267257X.2012.715489.

Worthington, S.; Devlin, J. (2013), "Fairness and Financial Services in Australia and the United Kingdom", International Journal of Bank Marketing, Vol.31 (4), pp. 289-304.

Chuah, S.; Devlin, J. (2012), "Behavioural economics and financial services marketing; a review", International Journal of Bank Marketing, Vol.29 (6), pp. 456-469.

McKechnie, S.; Devlin, J.; Ennew, C.; Smith, A. (2012), "Effects of discount framing in comparative price advertising", European Journal of Marketing, Vol.46(11/12), pp.1501-1522, DOI:10.1108/03090561211259952.

Devlin, J. (2011), "Evaluative cues and services: the effect of consumer knowledge", Journal of Marketing Management, Vol.27 (13-14), pp. 1366-1377.

Devlin, J. (2010), "The stakeholder product brand and decision making in retail financial services", Services Industries Journal, Vol.30(4), pp. 567-582..

Devlin, J. (2009), "An Analysis of Influences on Total Financial Exclusion", Service Industries Journal, Vol.29(8), pp. 1021-1036.

Devlin, J.; McKechnie, S. (2008), "Consumer perceptions of brand architecture in financial services", European Journal of Marketing, Vol.42(5/6), pp.654-666.

Devlin, J. (2007), "Complex Series and Choice Criteria: An Example from the Life Assurance Market", Journal of Marketing Management, forthcoming 2007.

Devlin, J.; Ennew, C.; McKechnie, S.; Smith, A. (2007), "A Study of Comparison Price Advertising Incorporating A Time-Limited Offer", Journal of Product and Brand Management, Vol.16 (4), pp. 280-285.

Devlin, J.; McKechnie, S. (2007), "Financial Advice: What Consumers Need to Know", Consumer Policy Review, Vol.17 (1), pp. 31-35.

Devlin, J.; Worthington, S.; Gerrard, P. (2007), "An Analysis of Main and Subsidiary Credit Card Holding and Spending", International Journal of Bank Marketing, forthcoming 2007.

Gerrard, P.; Cunningham, J.; Devlin, J. (2006), "Why Consumers are not Using Internet Banking: A Qualitative Study", Journal of Services Marketing, Vol.20 (2/3), pp.160-168.

Devlin, J. (2005), "A Detailed Study of Financial Exclusion in the UK", Journal of Consumer Policy, Vol.28, pp.75-108.

Devlin, J.; Gerrard, P. (2005), "A Study of Customer Choice Criteria for Multiple Bank Users", Journal of Retail and Consumer Services, Vol.12 (4), pp.297-306.



Chapters in Books

Devlin, J.; McKechnie, S. (2009), "Consumer Perceptions of Brand Architecture in Fiancial services", in Dall'Olmo Riley (ed) Brand Management, (3 Part A), Sage Publications Pvt Ltd.



Conferences

Devlin, J; Pouryousefi, S, 2016, "Trust and Perceived Professionalism in Financial Services", in Academy of Marketing 2016 Conference Proceedings, July 4-6 Newcastle, UK.

Moin, S.M.A.; Devlin, J.; McKechnie, S. 2016, "Does brand experience matter? An investigation into the role of brand experience in promoting customers\' trusting belief in financial services", in Academy of Marketing 11th Global Brand Conference, University of Bradford School of Management, Bradford 27-29 April.

Moin, S.M.A.; Devlin, J.; McKechnie, S. 2016, "Operationalising interdisciplinary perspectives of trust: development of measurement scales for interdisciplinary trust constructs", in Academy of Marketing Conference, Newcastle Business School, Northumbria University, Newcastle, 4-7 July.

Moin, S.M.A.; Devlin, J.; McKechnie, S. 2015, "Magic of Branding: The role of Pledge Turn and Prestige in Fostering Consumer Trust in Financial Services", in Academy of Marketing Conference, University of Limerick, Ireland 7-9 July.

Devlin, J.; Roy, S.k.; Sekhon, H. 2014, "The Impact of Fairness on Trustworthiness and Trust in Banking", at the Academy of Marketing Conference in the Services and Customer Relationship Management Track, Best Paper in Track Prize.

Moin, S.; Devlin, J.; McKechnie, S. 2014, "An Investigation into the Impact of Brand Experience on Consumer Trust in the Context of UK Financial Services Sector", in Academy of Marketing Conference, Bournemouth University, Bournemouth, 7-10 July.

Devlin, J. 2010, "Measuring Consumer Perceptions of Fairness in Personal Finance Relationships: The Development of a Valid Scale", at Presented at the International Association for Research into Economic Psychology/Society for the Advancement of Behavioural Economics Conference, Cologne, Published in Proceedings (2pages) (Refeered).

Devlin, J. 2010, "Cue Utilization and Service Complexity in Financial Services", at presented at the UK Academy of Marketing Conference, 2010, University of Conventry., Published in Proceedings (5 pages) (Refereed).

Devlin, J. 2009, "Measuring Consumer Perceptions of Fairness in Financial Services: The Fairness Index", at Financial Services Research Forum Conference.

Devlin, J. 2009, "Measuring Perceptions of Fairness in Financial Services", at Financial Services Research Forum, Summer Seminar.

Devlin, J. 2009, "Measuring Consumer Perceptions of Fairness in Financial Services", in American Marketing Association Marketing and Public Policy Conference 2009, Washington, USA.

Devlin, J. 2009, "Complaining, Trust and Fairness", at Association of British Insurers.

Devlin, J.; Ennew, C.; McKechnie, S.; Smith, A. 2009, "Price Promotion and Attribute Framing: An Experimental Investigation", in Joint International Association for Research in Economic Psychology/Society for the Advancement of Behavioural Economics Conference 2009, Halifax, Canada.

Roberts, D.; Devlin, J. 2009, "The consumer as a co-creator in financial services innovation", at International Conference on Recent Advances in Retailing and Service Science, Niagara Falls, Canada.

Roberts, D.; Devlin, J. 2009, "Exploring the potential for consumer involvement in service innovation", at International Product Development Management Conference, Twente, Holland.

Devlin, J. 2008, "Intrinsic and Extrinsic Cue Utilization and Service Complexity", at American Marketing Association SERVSIG Conference 2008, Liverpool, UK.

Devlin, J.; Ennew, C.; McKechnie, S.; Smith, A. 2008, "Believability in Comparative Price Advertising", in Academy of Marketing Conference 2008, Aberdeen. UK.

Devlin, J.; Gregor, M. 2008, "Financial Exclusion and Basic Bank Accounts: A Policy Evaluation", at Academy of Marketing Conference 2008.

Devlin, J.; Ennew, C.; McKechnie, S.; Smith, A. 2007, "The Impact of Price Comparison Advertising on Consumers: The Case of Package Holidays", at Australian and New Zealand Marketing Academy Conference, University of Otago, New Zealand.

Devlin, J.; Ennew, C.; McKechnie, S.; Smith, A. 2007, "Attribute Framing in Former Price Comparison Advertisements", in 53rd Annual American Council on Consumer Interests Conference, St. Louis, USA.

Devlin, J.; Lunt, P.; Hibbert, S. 2007, "Towards a Framework for Evaluating Consumer Detriment", at American Marketing Association Marketing and Public Policy Conference 2007.

McKechnie, S.; Devlin, J.; Ennew, C.; Smith, A. 2007, "The Impact of Semantic Cues in Former Price Comparison Advertisements", at Australia and New Zealand Marketing Academy Conference, University of Otago, New Zealand.

McKechnie, S.; Devlin, J.; Ennew, C.; Smith, A. 2007, "Framing Effects and Price Promotions: An Examination of the Influence of Discount Presentation Format on Consumers' Evaluations and Behavioural Intentions", at Australia and New Zealand Marketing Conference, Dunedin, New Zealand.

McKechnie, S.; Devlin, J.; Ennew, C.; Smith, A. 2007, "The Impact of Semantic Cues in Former Price Comparison Advertisements", in the proceedings of the Academy of Marketing Conference, Kingston Business School, London, July.

Devlin, J. 2006, "An Evaluation of Policy Initiative Designed to Aid Decision Making in Personal Finance in the UK", in 52nd Annual American Council on Consumer Interests Conference, Baltimore, USA.

Devlin, J.; Ennew, C.; McKechnie, S.; Smith, A. 2006, "Would you Believe it? A Detailed Investigation of Believability in Comparative Price Advertising", at American Marketing Association Marketing and Public Policy Conference, Long Beach, California.

Devlin, J.; Ennew, C.; McKechnie, S.; Smith, A. 2006, "The Impact of Price Comparison Advertising on Consumers: A Service Sector Analysis", in Academy of Marketing Conference, Middlesex University Business School, London.

Devlin, J.; Ennew, C.; McKechnie, S.; Smith, A. 2006, "Price Comparison Advertising: A Multi-Sector Analysis", in EMAC Conference, Athens, Greece.

Devlin, J.; McKechnie, S. 2006, "Consumer Perceptions of Brand Architecture in Financial Series", at 2nd Annual Colloquium: The Academy of Marketing's Brand and Corporate Reputation SIG, Manchester Business School.

Gerrard, P.; Devlin, J.; Cunningham, B.; McKechnie, S. 2006, "Consumers' Adoption of Internet Banking: A Qualitative Study", in Financial Services Marketing Conference, Fordham University, New York, USA.

Devlin, J.; Ennew, C.; McKechnie, S.; Smith, A. 2005, "Our Price or Their Price: A Taxonomy of Price Comparison Offers", in Academy of Marketing Conference Proceedings, Dublin.

Devlin, J.; Ennew, C.; McKechnie, S.; Smith, A. 2005, "A Study of Comparison Price Advertising Incorporating a Time-Limited Offer", in Annual Pricing Conference, Fordham University, New York.

Devlin, J.; Gerrard, P. 2005, "Preferred and Subsidiary Credit Cards: An Exploratory Study in Singapore", in American Marketing Academy Services Special Interest Conference, Singapore.

Devlin, J.; McKechnie, S. 2005, "Consumer Perceptions of Brand Architecture in Financial Services", in Academy of Marketing Conference Proceedings, Dublin.

Gerrard, P.; Devlin, J.; Cunningham, J. 2005, "Insights into Multiple Banking Behaviour", in American Marketing Academy Services Special Interest Conference, Singapore.



Discussion Papers

Devlin, J. 2006, "An Analysis of Influences on Total Financial Exclusion", Nottingham University Business School Discussion Paper, Nottingham University Business School.



Reports for external body

Devlin, J. 2010, "Literature Review on Lessons Learned from Previous "Simple Products Initiatives"", Reported commissioned by HM Treasury, 40 pages.

Roberts, D.; Devlin, J. 2009, "New Product and Service Development in Financial Services: The Potential for Consumer Involvement.", in Financial Services Research Forum. ESRC Grant. (81,000).

 

 

Nottingham University Business School

Jubilee Campus
Nottingham
NG8 1BB

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