Centre for Service Management

Core research

The scope of research topics covered by CSM will involve a number of issues relatively rarely studied in other business schools in the UK which will provide the School and the University with a unique opportunity for recognition nationally and internationally. The fact that CSM will collectively embody competent researchers across the School in terms of research output, publications, research income and international reputation within their particular areas and disciplines further strengthens this assessment

The core research of the centre will be focused around the design, engagement and transformation of service organisations.

CSM includes a multi-disciplinary group of academics who conduct research and hold expertise in the following areas:

  • Entrepreneurship
  • Health services
  • Operational research
  • Process and performance management
  • Retailing
  • Service innovation
  • Service marketing and management
  • Service operations management
  • Strategy formation and firm performance

The core themes across the disciplines identified include:

  1. Service logic
  2. Service systems and strategy
  3. Co-creation/ co-production                      
  4. Innovation and entrepreneurship 
  5. Resilience, recovery and risk      
  6. Quality and experience

All these research themes will be considered across private, public and third-sector organisations, as well as considering the translation and adaption across the sectors.  The identified research will be leading edge, showing our positioning within emergent fields of enquiry.

The cross-disciplinary nature of the research in CSM and the variety of experiences and perspectives offered by the Centre members, theoretically, methodologically and in terms of application, provide an ideal platform and resource for attracting research income by developing high-quality, cutting-edge research proposals. The proposals and subsequent research will draw on international links and opportunities seeking collaborative working and partnerships across the globe. 

Members of CSM are publishing in leading academic journals such as:

  • British Journal of Management
  • European Journal of Operational Research
  • Industrial Marketing Management
  • Information Systems Research
  • International Journal of Operations and Production Management
  • Journal of the Academy of Marketing Science
  • Journal of Business Research
  • Journal of Marketing Management
  • Journal of the Operational Research Society
  • Journal of Product Innovation Management
  • Omega: The International Journal of Management Science
  • Production Planning and Control
  • Public Administration
  • Research Policy
  • Social Science and Medicine
  • Technological Forecasting and Social Change

Below is a selection of recent publications from Centre members:

Thorsten Gruber

Nicola Bateman

  • Grunewald, P, Bateman, N, Gerrard, D (2017) Living Map Approach Report. The Living Map report considers a research project, carried out in 2016-2017 that aimed at testing an approach and software for the co-creation of health and social care (H&SC) quality improvements. The general approach used and tested has been named ‘Living Map Approach’; in this study, it has been trialled in the H&SC field.

Zoe Radnor

L. Alberto Franco

  • Franco, LA (2013) Rethinking Soft OR interventions: Models as boundary objects, European Journal of Operational Research, 231(3), pp.720-733.
  • Franco, LA, Meadows, M, Armstrong, SJ (2013) Exploring the Impact of individual differences in Scenario Planning workshops: A cognitive style perspective, Technological Forecasting and Social Change, 80, pp.723-734.
  • Franco, LA and Lord, E (2011) Understanding Multi-Methodology: evaluating the impact of mixing methods for group budgetary decisions, OMEGA – International Journal of Management Science, 39, pp.362-372.
  • Montibeller, G and Franco, LA (2011) Raising the bar: Strategic Multi-criteria Decision Analysis, Journal of Operational Research Society, 62, pp.855-867.

Ian Hodgkinson

  • Hodgkinson, IR and Hughes, P (2014) Strategy content and public service provider performance in the UK: an alternative approach, Public Administration, in press.
  • Liu, X, Hodgkinson, IR, Chuang, F-M (2014) Foreign competition, domestic knowledge base and innovation activities: evidence from Chinese high-tech industries, Research Policy, in press.
  • Hodgkinson, IR, Hughes, P, Hughes, M (2012) Re-examining the deployment of market orientation in the public leisure sectorJournal of Marketing Management, 28(11-12), pp.1249-1269, ISSN: 0267-257X. DOI:10.1080/0267257X.2011.645857.

Debbie Keeling

Mohammed Rafiq

Lili Yang

Members of CSM have considerable expertise in gaining research funding. For example, former CSM Co-Director Professor Zoe Radnor has a successful track record in developing research projects that have attracted external funding. She has been awarded around 20 research grants, of which nine have been from research councils (EPRSC and ESRC) and the others from government departments. These grants have led to new knowledge and insight in innovation, lean and, performance and process management.

Please find below an overview of recent research grants and awards of CSM members:

Nicola Bateman

  • £2000 award for scoping study into resilience in the Fire and Rescue Service awarded by the Centre for Organisational Resilience Loughborough University Start date June 2011 (Bateman, Randall and Munir, School of Sport, Exercise and Health Sciences)
  • Studentship £52,000 Analysing the links between operational effectiveness for the Fire and Rescue Service (FRS) and firefighters’ fitness, well-being. School of Business and Economics Loughborough University Start Oct 2013 (Bateman and Randall)


Cathy Hart

  • 2012-2013 ESRC funded project ‘Investigating the customer experience of the town
    centre’. Total project value £177, 437
  • 2013 (July) ESRC funded follow on project ‘The town centre consumer’;£100,000.
    • To develop a series of ‘thought leadership’ pieces focusing on recommendations for research at the local level on ‘The town centre consumer’, and
    • To create a robust ‘Town centre consumer measurement tool’ through rigorous validation of our current exploratory findings, available data and a larger scale confirmatory study
    • To disseminate theoretical contributions on town centre customer experience measurement by submitting papers to quality refereed journals and UK and international academic conferences


Regina Frank and Vicky Story

  • £4,000 for organisation of conference on ‘Service Innovation in Emerging Markets’ awarded from the Society for the Advancement of Management Studies (SAMS). Conference dates: 25-26 January 2017.


Zoe Radnor

  • 2011: Sohal, A and Radnor ZJ, “Lean Healthcare: Development Of An Implementation Methodology And Evaluation Framework” Monash-Warwick Initiative Fund£15,000to fund trips and workshops to develop papers and research grant
    • Meetings held in Monash, Kula Lumpur, Warwick and, Prato, Italy
    • Organised workshop in Prato, Italy (September 2011)
  • Sept 2009 to July 2012: Radnor, Z.J, Sustainability of Lean in Public ServicesAdvanced Institute of Management (AIM) Research Management Practice Fellowship, funded by ESRC and EPSRC (£150,000).(Grant reference: RES-331-27-0053)
    • Three year research fellowship (two funded) received focused on developing a framework to support the sustainability of Lean in Public Services.
    • Case based research involving HMRC, DWP, HMCS plus management consultancies (Unipart, Cap Gemini) developing frameworks in this field
    • Organised and run AIM workshops with visiting International Fellows (Martha Feldman, June 2010; Amrik Sohal, June 2011; Scott Sampson, June 2011)
    • Visited Universities – Italy (Bocconi, Milan); Portugal (Averio); Sweden (Stockholm); Australia (Monash, Southern Cross)
  • Nov 2007- Sept 2011: Davies, R, Radnor, Z.J., Cooke, M, and Davies, NStrategic Lean Improvement Methodology (SLIM) for the Health Sector,IMRC/EPSRC application to Warwick Manufacturing Group (January 2006 as Scoping Project, March 2006 as Feasibility Project and July 2006 as short proposal for full application). Scoping and Feasibility projects failed but short proposal accepted and written up as full research application in final revision July 2007. Accepted for £530,000 November 2007. (project code: R.IBOP.9229+R.ESWM.9229+R.MHPC.9229)
  • Principal Investigator (from September 2009) combining Lean methodology with simulation and modelling in order to develop a model of how to implement Lean into Hospitals.  Hospitals engaged with to date:
  1. University Hospital Coventry and Warwickshire
  2. East Lancashire Hospital
  3. Heart of England Hospital Trust
  4. Royal Bolton Hospital Trust
  5. University Hospital, Singapore
  • Dissemination Event ran and held at Heart of England Hospital Trust (May 2010), University Hospital Coventry and Warwickshire (July 2011)
  • Produce an online handbook (July 2011)


Lili Yang

  • 02/2014 – 02/2017: 2.5 million Euros, as a main participant and about350,000 Euros will be allocated to Dr Yang, Integrated Support System for Efficient Water Usage and Resource Management (ISS-EWATUS), from European Commission 7th Framework Programme
  • 02/2013 – 02/2015: £92,767, as a co-investigator, To design, develop and implement a clinical trial simulator to provide rational, quantitative decision support and risk analysis from Knowledge Transfer Programme of the TSB.
  • 03/2013 – 01/2014: £3500, as the sole investigator, Applying statistics skills and optimisation models to the Royal Berkshire NHS Foundation Trust, from the Enterprise Office at the university.
  • 03/2013 – 12/2013: £1950, as the sole investigator, Running a workshop with Tsinghua University, Strategic and Leadership Development Fund, from the EPSRC.
  • 07/2011 – 12/2012: £6,250, as the sole investigator, collaborating with Tsinghua University, China, from Marco Polo Exchange Scholarship Programme.
  • 05/2010-12/2010: £4,000, as the sole investigator, Information Systems for RESponding to Crises and Unexpected Events (System4Rescue) for international travel grant for collaboration with the USA, from Royal Society.
  • 01/2010-12/2012: ¥1.5million as the co-investigator, Multi-department and multi-stage cooperative decision making theory and methodology for unconventional emergency management, national Natural Science Foundation of China.
  • 02/2010-01/2013: £50,000 as the principal investigator, Decision Making for emergency responses (a PhD studentship), Loughborough University Development Fund.
  • 10/2007-9/2011: £62,298, as the sole investigator, Multiple Objective Optimization and Trade-off Analysis for Large Scale Systems Architecture Design, from EPSRC, Voucher NO: 0700069X
  • 10/2007-9/2011: £22,500, as the sole Investigator, Multiple Objective Optimization and Trade-off Analysis for Large Scale Systems Architecture Design, from BAE Systems, UK.

Below is a selection of reports written by our Centre members in the SBE Research blog: