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James Devlin

James Devlin

Professor of Financial Services

Nottingham Business School

Staff Group(s)
Department of Accounting and Finance


Jim Devlin is the Director of the Centre for Finance, Technology and Society and Professor of Financial Services with a particular focus on practice in the financial sector. In his role as Centre Director, Jim is responsible for leadership and management of all aspects of centre activity including renowned and impactful research, comprehensive integration with policy and practice and contributing to the excellent and personalised educational experience for which NBS is well known.

Career overview

Jim spent some time working in private client and investment banking before joining what is now Nottingham University Business School, where he completed a PhD in strategy and consumer decision making in financial services in 1996. Jim spent a number of years at the University of Nottingham, including a three-year posting at the University of Nottingham, Malaysia. During his time at Nottingham, Jim fulfilled a variety of leadership and management roles, culminating with a period as Dean of the Business School. Jim has also worked at what is now Bayes Business School in the City of London and more recently at the University of Leicester where he was Dean of the School of Business. In November 2021 Jim left Leicester to join Nottingham Trent University as Director of the newly formed Centre for Finance, Technology and Society.

Research areas

Jim heads up the Centre for Finance, Technology and Society which is primarily based in the Department of Accounting and Finance and is one of a number of research centres which constitute the research community at Nottingham Business School. The Centre has three core themes as follows:

  • Technologies and Innovation in Financial Services
  • Regulation and Policy; People and Place; Ethics and Security
  • Consumers; Strategy, Competition and Innovation; Sustainable and Inclusive Finance

Within these themes, Jim’s main research interests focus on the interface between consumers, firms and policymakers in financial services. He has a long-standing interest in the conceptualisation and measurement of trust and fairness in financial services as well as the antecedents and consequences thereof. Jim is also interested in aspects of consumer attitudes and decision-making in financial services and the impact of technology and innovation on consumers and their interactions with firms. He has also carried out several policy-orientated investigations focusing on issues such as financial exclusion, the fair treatment of customers and how product simplification may increase levels of engagement. Finally, Jim’s research has also focussed on marketing and branding in financial services more broadly, as well as some other aspects of marketing and strategy.

Jim is an experienced PhD supervisor and would welcome applications in any of the areas mentioned above, but in particular those focussed upon:

  • The conceptualisation and antecedents of consumer trust in the context of financial services markets which are characterised by decentralisation, technological innovation and disruption.
  • The marketing and promotion of decentralised, disruptive and increasingly crypto-based assets and services and implications for consumer protection legislation
  • Fintech, artificial intelligence, machine learning, automated advice and related ethical concerns
  • Financial technology and inclusive finance

External activity

Jim is a member of the Academic Advisory Board for the Faculty of Economic and Management Sciences at the University of the Free State, Bloemfontein, South Africa and is also a member of the Advisory Board of the Financial Markets and Institutions SIG of the British Accounting and Finance Association. By virtue of professional qualifications, Jim is a Member of the Chartered Institute for Securities and Investment, a Certified Member of the Chartered Banker Institute and a Certified Green and Sustainable Finance Professional.

Jim recently served as a Member of the Peer Assessment Panel for the Higher Education Authority of Ireland North-South Research Programme which is a unique funding call that aims to support the deepening of links between higher education institutions, researchers, and research communities on the island of Ireland. The programme is a collaborative scheme arising from the Government’s Shared Island Initiative and will distribute Euro 40 million over five years.

Jim has served as a judge and panel member for the Financial Innovation Awards by the London Institute of Banking and Finance since 2013 and in 2019 was a member of the judging panel for the Best Challenger Bank award at the Growth Finance Awards.

Previously, Jim spent six years as a member of the Board of Governors of London Institute of Banking and Finance (formally ifs University College) acting in a Trustee/Non-Executive Director capacity and also served on the Remco Committee for LiBF.

Jim’s work has also prompted a large amount of media interest and coverage including; interviews for Moneybox (Radio 4), BBC local radio stations, Yorkshire Coast Radio, Waves Radio, Siren FM and coverage in Money Mail, the Financial Advisor Magazine, Financial World Magazine, Chartered Banker Magazine, Money Marketing and the Australian Financial Review amongst others.

Jim has served as on a number of EQUIS and AMBA accreditation and re-accreditation panels as well as validating numerous programmes at all levels.

Jim is also a retained External Assessor for academic appointments in the Department of Finance and Banking, University of Malaya, Malaysia and from 2014-2021 served as an External Research Assessor for University of Sussex. He has also been an External Examiner for taught courses at the Universities of Exeter, Strathclyde and Edinburgh and an External Examiner for PhD and DBA candidates both nationally and internationally.

Away from work, Jim is a qualified age-grade rugby union coach and referee and a member at his local club West Bridgford RFC, a Nottingham RFC season ticket holder and a debenture holder at Murrayfield.

Sponsors and collaborators

Jim has been involved in a number of research projects and collaborations with organisations such as HM Treasury, the Thoresen Review (on behalf of HM Treasury), the Financial Services Authority (now the FCA), the Office of Fair Trading, the Financial Services Institute of Australia and Toynbee Hall focussing on policy related issues, both in a consultative capacity and as a member of expert panels. Jim has also worked with the Pensions and Lifetime Savings Association and Willis Towers Watson PLC on research related to pensions and consumer behaviour. Jim was also co-organiser of an ESRC seminar series entitled Financial Services and Consumers: Issues and Challenges in a Context of Change with a total of six seminars being held in London, Edinburgh and Nottingham.

Jim has collaborated on a number of occasions with the Chartered Banker Institute both as a member of roundtable discussion on professionalism and standards in banking and to produce a major report on Professional Pride in Banking.


Selected and Recent publications include:

S. M. A. Moin, James Devlin & Sally McKechnie (2021) Introducing a composite measure of trust in financial services, The Service Industries Journal,

DOI: 10.1080/02642069.2021.1969366

Nath, P, Devlin, J and Reid, V (2019) “The effects of online reviews on service expectations: Do cultural value orientations matter?” Journal of Business Research, 90 (September), pp 123-133

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, 82 (January), pp 1-9

Moin, S., Devlin, J.F. & McKechnie, S. (2017) “Trust in financial services: the influence of demographics and dispositional characteristics.” Journal of Financial Services Marketing, 22, 64–76.

Moin, S., Devlin, J. & McKechnie, S. (2016) “The magic of branding: The role of ‘pledge’, ‘turn’ and ‘prestige’ in fostering consumer trust in financial services”. Journal of Financial Services Marketing 21, 113–126 (2016). (25%)

Sekhon, H.S., Roy, S.K. and Devlin, J. (2016), "Perceptions of fairness in financial services: an analysis of distribution channels", International Journal of Bank Marketing, Vol. 34 No. 2, pp. 171-190

Reid, V, Devlin, J F and Nath, P (2016) “Expectation Formation in the Case of Newer Hotels: The Role of Advertising, Price and Culture” Journal of Travel Research, 52(2), pp261-275

Devlin, J., Ennew, C., Sekhon, H. et al. Trust in financial services: Retrospect and prospect. J Financ Serv Mark 20, 234–245 (2015).

Moin, S., Devlin, J. & McKechnie, S. Trust in financial services: Impact of institutional trust and dispositional trust on trusting belief. J Financ Serv Mark 20, 91–106 (2015).

Sanjit Kumar Roy, James F. Devlin & Harjit Sekhon (2015) The impact of fairness on trustworthiness and trust in banking, Journal of Marketing Management, 31:9-10, 996-1017, DOI: 10.1080/0267257X.2015.1036101

Harjit Sekhon, Christine Ennew, Husni Kharouf & James Devlin (2014)

Trustworthiness and trust: influences and implications, Journal of Marketing Management, 30:3-4, 409-430, DOI: 10.1080/0267257X.2013.842609

Ashby, S, Peters, L and Devlin, J F (2014) “When an Irresistible Force Meets an Immovable Object: The Interplay of Agency and Structure in the UK Financial Crisis”, Journal of Business Research, 67(1), pp 2671-2683

F. Devlin, J., Kumar Roy, S. and 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 No. 7/8, pp. 1315-1332.

McKechnie, S, Devlin, J, Smith, A and Ennew, C (2012) “Effects of discount framing in comparative price advertising” European Journal of Marketing, 46 (11/12), pp 1501-1522

Devlin, J F (2011) “Evaluative Cues and Financial Services: The Effect of Consumer Knowledge” Journal of Marketing Management, 27(13-14), pp 1366-1377 DOI: 10.1080/0267257X.2011.624533

Chuah, S H and Devlin, J F (2011) “Behavioural Economics and Financial Services Marketing: A Review” International Journal of Bank Marketing, 29(6) pp 456-469

Devlin, J F (2010) “The Stakeholder Product Brand and Decision Making in Retail Financial Services” Service Industries Journal, 30(4), pp 567-582 DOI: 10.1080/02642060903079139

Devlin, J F (2009) “An Analysis of Influences on Total Financial Exclusion” Service Industries Journal, 29(8), pp 1021-1036 DOI: 10.1080/02642060902764160

Gerrard, P Cunningham, J B and Devlin, J F (2006) “Why Consumers are not Using Internet Banking: A Qualitative Study” Journal of Services Marketing, Vol 20, No 2/3, pp1 60-168

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

Devlin, J F and Yeung, M (2003) “Insights into Customer Motivations for Switching to Internet Banking” International Review of Retail, Distribution and Consumer Services, Vol 13, No 4, pp 375-392

Devlin, J F (2003) “Monitoring the Success of Policy Initiatives to Increase Consumer Understanding of Financial Services” Journal of Financial Regulation and Compliance, Vol 11, No 2, pp 151-163

Devlin J F (1998) “Adding Value to Service Offerings: The Case of Financial Services” European Journal of Marketing, Vol 32, No 11/12, pp 1091-1109 MCB UP Awards for Excellence Award Winner: Hans B Thorelli Award for the Best Paper Published in 1998 Edition of the European Journal of Marketing

Devlin, J F (1995) "Technology and Innovation in Retail Banking Distribution" International Journal of Bank Marketing Vol 13, No 4, pp19-29

Ennew, C T & Devlin, J F (1993) "The Financial Services Act; How Well Has It Served the Customer" Marketing, Intelligence and Planning 1993 Vol 11, No 6, pp 8-10

Devlin, J F & Ennew, C T (1993) "Regulating the Distribution of Savings and Investment Products: Retrospect and Prospect" International Journal of Bank Marketing, Vol 11, No 7, pp 3-10

See all of James Devlin's publications...

Press expertise

Consumers and Financial Services