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Dr Toni Hilton

Toni HiltonDepartment: Marketing and Business Strategy (MBS), Westminster Business School

Position: Acting Dean

Contact:
+44 (0)20 7911 5000
hiltont@westminster.ac.uk

Education

PhD Nottingham University 2004: "Conceptualising Private Client Behaviour within the Professional Service Relationship"
PG Diploma in Applied Social Research (Business & Management), UWE 2005
MA Marketing, UWE 1995
LLB (Hons) (2:1) University of Leicester 1982

Professional memberships

Higher Education Academy Fellow
Academy of Marketing

Teaching

Toni's teaching, learning and assessment expertise centres on postgraduate marketing programmes, with a particular focus on MBA. She has considerable experience of delivering modules within the services marketing area and is a co-author of Baron, S., Harris, K, and Hilton, T (2009), Services Marketing: text and cases, 3rd ed, Palgrave, Basingstoke, England. Toni has extensive experience of research supervision at undergraduate, postgraduate and doctorate levels.

  • External member of validation panel for University of Luton validating programmes at Major College, Oman (2003)
  • Tutor, Marketing Module on the MSc in Management for Professionals Award, Bristol University 1994-2005.
  • External Examiner – Staffordshire University Business School – Postgraduate Marketing modules 2000-2005.
  • Tutor and External Examiner, The Institute of Legal Cashiers and Administrators 1994-2005

Research

Toni's main research interest is that of services marketing with a particular emphasis on professional services. Currently she is involved with the development and application of service-dominant-logic (SDL) to practice and particularly within the context of 'Technology-Based Self-Service' (TBSS) or 'Self-Service Technologies' (SST's). Toni also researches within the non-profit and voluntary sector as well as taking a keen interest in the development of the marketing curriculum, particularly at postgraduate level.

Academic Journals:

  • Editorial Board member of the Journal of Non-Profit and Public Sector Marketing
  • Editorial Board member of the International Journal of Non-profit and Voluntary Sector Marketing
  • Reviewer, International Journal of Bank Marketing
  • Reviewer, International Journal of Non-profit and Voluntary Sector Marketing
  • Reviewer, Journal of Management and Organisation

Conferences

  • Reviewer for the annual Academy of Marketing Conference
  • Reviewer for the annual Academy of Marketing Science Conference
  • Reviewer for the annual Australia & New Zealand Marketing Conference [ANZMAC]

Consultancy and professional practice

Toni was Invited to Chair the Marketing Education Services Summit held in Auckland, New Zealand, on 14-16 April 2008. The conference was attended by practitioners – those responsible for the marketing of tertiary institutions, predominately universities, within New Zealand. In addition to chairing the two-day event Toni presented a session entitled co-creating the education experience with students.

  • Solo project with Leaseplan New Zealand, Auckland, New Zealand (2008)
  • Solo project advising Kokako Lodge Trust, Auckland, New Zealand (2008)
  • Hilton, T, (2002), NHSP Marketing Framework: The Development of a Plan to enable the Implementation of Growth Strategies for NHSP, UWE, Bristol.
  • 2002/03 £3636 from NHSP (suppliers of HRM support and development to the NHS) for facilitating the senior management team develop their strategic planning knowledge, skills and processes. Solo project.

Publications

Journal articles

  • Hilton, T., (2008), “ Leveraging Operant Resources of Consumers: Improving Customer Experiences or Productivity?”, The Marketing Review, Vol 8, No. 4.
  • Hilton, T., & French, M. (2007), “The link between perceptions of power and client behaviours”, International Journal of the Legal Profession, Vol 14 (1), pp. 97-112.
  • Hilton, T., Hughes, T, and McDowell, R, (2007), Does the Marketing Curriculum reflect the Importance of Services Marketing for Practitioners?, The Marketing Review, Vol 7(2), pp. 171-184.
  • Hilton, T., (2006), “Comparing Commercial and Private Client Dependency upon Relationships with Lawyers“, Services Marketing Quarterly, Vol 27(4), pp. 1-26.
  • Sargeant, A., Hilton, T. and Wymer, W., (2006), "Marketing Bequest Club Membership: An Exploratory Study of Legacy Pledgers", Nonprofit and Voluntary Sector Quarterly, Vol 35(1), pp. 384-404.
  • Sargeant, A., Hilton, T. and Wymer, W., (2006), “Bequest Motives and Barriers to Giving: The Case of Direct Mail Donors”, Nonprofit Management and Leadership, Vol 17:1 (Fall), pp 49-66.
  • Hilton, T., and Migdal, S., (2005), “Why Clients Need, Rather Than Want, Lawyers”, International Journal of the Legal Profession, Vol 12(1) March pp. 145-163.
  • Sargeant, A., and Hilton, T., (2005), “The Final Gift: Targeting the Potential Charity Legator”, International Journal of Nonprofit and Voluntary Marketing. Vol 10(1), pp.3-16.
  • Sargeant, A., Hilton, T., and Wymer, W., (2005), “Marketing Bequest Club Membership: An Exploratory Study of Legacy Pledgers”, The International Journal of Educational Advancement, Vol 5(3) pp. 207 -220.
  • 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, Volume 5(1), pp. 14-25.

Books, book chapters and reports

  • Baron, S., Harris, K., and Hilton, T., (2009), Services Marketing: text and cases, 3rd ed., Palgrave, Bassingstoke, England.

Conferences

  • Invited Paper Presentation: Second Otago Forum on Service-Dominant Logic December 2008: Hilton, T., Hughes, T, (2008), “Co-production and co-creation using self-service technology: The application of service-dominant logic”
  • 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, December, University of Western Sydney, Sydney.
  • Hilton, T., Bhat, R., Hyde, K., Xu, Yingzi., (2007), “ The future-proofed practitioner: A service-centred marketing curriculum”, 3R’s Reputation, Responsibility & Relevance: The Proceedings of the Annual ANZMAC Conference, December, Otago University, Dunedin.
  • Hilton, T., (2007), “Private Client Perceptions of the Personal Disclosure Experience”, Marketing Excellence: The Proceedings of the Annual Academy of Marketing Conference, July, Kingston University, London.
  • Hilton, T., (2006), “Powerful Predators and Vulnerable Victims: The Link betweeen Power and Relationship Maintenance”, The Proceedings of the Annual Academy of Marketing Conference, July, University of Middlesex, London.
  • Sargeant, A., Hilton, T., and Wymer, W., (2005), “The Final Gift: Motives and Barriers to Giving”, Academy of Marketing Science World Congress, July, Muenster, Germany, p. 395.
  • Hilton, T., (2004), “Trust a Solicitor? You may not need to!”, The Proceedings of the Annual Conference of the Academy of Marketing, University of Gloucestershire.
  • Sargeant A, Warwick M, and Hilton T (2004) Successful Bequest Fundraising: Key Lessons From Research. The Proceedings of the AFP Annual Conference, Seattle, March.
  • Hilton, T., (2002), “Client Motivations to Maintain Relationships with Lawyers”, The Proceedings of the Annual Conference of the Academy of Marketing, Nottingham.
  • Hilton, T., Hughes, T., and McDowell, R., (2005), “Services Marketing Curriculum Development: Mainstream or Specialist Study?”, The proceedings of the Services Marketing Conference, November, University of Liverpool, England.