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:


Hodgkinson, IR and Hughes, P (2018) Public Service Performance: Exploring the Effects of Strategy Configurations among Ownership TypesInternational Public Management Journal, in press, ISSN: 1559-3169. Full text: https://www.tandfonline.com/doi/abs/10.1080/10967494.2018.1461151 .

Hodgkinson, IR, Hughes, P, Radnor, Z, Glennon, R (2018) Affective Commitment within the Public Sector: Antecedents and Performance Outcomes between Ownership TypesPublic Management Review, in press, ISSN: 1471-9037. Full text: https://www.tandfonline.com/doi/full/10.1080/14719037.2018.1444193 .

Glennon, R, Hodgkinson, IR, Knowles, J, Radnor, Z, Bateman, N (2018) Public Sector ‘Modernisation’: Examining the Impact of a Change Agenda on Local Government Employees in EnglandAustralian Journal of Public Administration, forthcoming, ISSN: 1467-8500.

Kumar, H, Manoli, AE, Hodgkinson, IR, Downward, P (2018) Sport Participation: From Policy, Through Facilities, to Users’ Health, Well-Being, and Social CapitalSport Management Review, in press, ISSN: 1441-3523. Full text: https://www.sciencedirect.com/science/article/pii/S1441352318300214. DOI: 10.1016/j.smr.2018.01.002.

Masiero, S and Maiorano, D (2018) MGNREGA, power politics, and computerization in Andhra PradeshForum for Development Studies, 45(1), pp.1-24, ISSN: 1891-1765. DOI: 10.1080/08039410.2017.1345785.

Bailur, S, Masiero, S, Tacchi, JA (2018) Gender, mobile and development: The theory and practice of empowermentInformation Technologies and International Development, 14, pp.96-104, ISSN: 1544-7529.

Maiorano, D, Das, U, Masiero, S (2018) Decentralisation, clientelism and social protection programmes: A comparative study of India’s MGNREGAOxford Development Studies, ISSN: 1360-0818.

McHaney, R, Tako, AA, Robinson, S (2018) Using LIWC to Choose Simulation Approaches: A Feasibility StudyDecision Support Systems, ISSN: 0167-9236.

Kotiadis, K and Tako, AA (2018) Facilitated Post-model coding in Discrete Event Simulation (DES): A case study in HealthcareEuropean Journal of Operational Research, ISSN: 0377-2217. DOI: 10.1016/j.ejor.2017.10.047.


Benoit, S, Baker, T, Bolton, R, Gruber, T, Kandampully, J (2017) A Triadic Framework for Collaborative Consumption (CC): Motives, Activities and Resources & Capabilities of ActorsJournal of Business Research, ISSN: 0148-2963. Full text: http://www.sciencedirect.com/science/article/pii/S0148296317301509. DOI: 10.1016/j.jbusres.2017.05.004.

Hodgkinson, IR, Hannibal, C, Keating, BW, Chester Buxton, R, Bateman, NA (2017) Toward a Public Service Management: Past, Present, and Future DirectionsJournal of Service Management, 28(5), pp.998-1023, ISSN: 1757-5818. Full text: https://doi.org/10.1108/JOSM-01-2017-0020.

Hodgkinson, IR, Hughes, P, Hughes, M, Glennon, R (2017) Does Ownership Matter for Service Delivery Value? An Examination of Citizens’ Service SatisfactionPublic Management Review, 19(8), pp.1206-1220, ISSN: 1471-9037. Full text: http://www.tandfonline.com/doi/full/10.1080/14719037.2016.1272711. DOI: 10.1080/14719037.2016.1272711.

Hughes, M, Hughes, P, Hodgkinson, IR (2017) In Pursuit of a ‘Whole Brain’ Approach to Undergraduate Teaching: Implications of the Herrmann Brain Dominance ModelStudies in Higher Education, 42(12), pp.2389-2405, ISSN: 1470-174X. Full text: http://www.tandfonline.com/doi/abs/10.1080/03075079.2016.1152463 .

Manoli, AE and Hodgkinson, IR (2017) Marketing Outsourcing in the English Premier League: The Right Holder/Agency InterfaceEuropean Sport Management Quarterly, 17(4), pp.436-456, ISSN: 1746-031X. Full text: http://www.tandfonline.com/doi/full/10.1080/16184742.2017.1314530 .

Verleye, K, Jaakkola, E, Hodgkinson, IR, Jun, GT, Odekerken-Schröder, G, Quist, J (2017) What causes imbalance in complex service networks? Evidence from a public health serviceJournal of Service Management, in press, ISSN: 1757-5826. Full text: http://www.emeraldinsight.com/doi/full/10.1108/JOSM-03-2016-0077. DOI: 10.1108/JOSM-03-2016-0077.

Masiero, S (2017) Digital Governance and the Reconstruction of the Indian Anti-Poverty SystemOxford Development Studies, 45(4), pp.393-408, ISSN: 1469-9966. DOI: 10.1080/13600818.2016.1258050.

Bailur, S and Masiero, S (2017) Women’s income generation through mobile Internet: A study of focus group data from Ghana, Kenya, and UgandaGender, Technology and Development, 21(2), pp.77-98, ISSN: 0971-8524. DOI: 10.1080/09718524.2017.1385312.

Mousavi, S, Roper, S, Keeling, KA (2017) Interpreting social identity in online brand communities: Considering posters and lurkersPsychology and Marketing, 34(4), pp.376-393, ISSN: 0742-6046. DOI: 10.1002/mar.20995.

Burton, J, Story, VM, Raddats, C, Zolkiewski, J (2017) Overcoming the challenges that hinder new service development by manufacturers with diverse services strategiesInternational Journal of Production Economics, ISSN: 0925-5273. DOI: 10.1016/j.ijpe.2017.01.013.

Raddats, C, Zolkiewski, J, Story, VM, Burton, J, Baines, T, Ziaee Bigdeli, A (2017) Interactively developed capabilities: Evidence from dyadic servitization relationshipsInternational Journal of Operations and Production Management, ISSN: 1758-6593. DOI: 10.1108/IJOPM-08-2015-0512.


Chowdhury, IN, Gruber, T, Zolkiewski, J (2016) Every cloud has a silver lining - Exploring the dark side of value co-creation in B2B service networksIndustrial Marketing Management, 55(May), pp.97-109, ISSN: 0019-8501. DOI: 10.1016/j.indmarman.2016.02.016.

Fisk, R, Anderson, L, Bowen, D, Gruber, T, Ostrom, A, Patricio, L, Reynoso, J, Sebastiani, R (2016) Billions of impoverished people deserve to be better served: A call to action for the service research communityJournal of Service Management, 27(1), ISSN: 1757-5826. Full text: http://www.emeraldinsight.com/doi/abs/10.1108/JOSM-04-2015-0125. DOI: 10.1108/JOSM-04-2015-0125.

Alonso, JM, Andrews, R, Hodgkinson, IR (2016) Institutional, ideological and political influences on local government contracting: Evidence from EnglandPublic Administration, 94(1), pp.244-262, ISSN: 0033-3298. Full text: http://onlinelibrary.wiley.com/doi/10.1111/padm.12216/abstract. DOI: 10.1111/padm.12216.

Masiero, S (2016) The Origins of Failure: Seeking the Causes of Design–Reality GapsInformation Technology for Development, 22(3), pp.487-502, ISSN: 0268-1102. DOI: 10.1080/02681102.2016.1143346.

Story, VM, Raddats, C, Burton, J, Zolkiewski, J, Baines, T (2016) Capabilities for advanced services: A multi-actor perspectiveIndustrial Marketing Management, 60, pp.54-68, ISSN: 0019-8501. DOI: 10.1016/j.indmarman.2016.04.015.

Raddats, C, Baines, T, Burton, J, Story, VM, Zolkiewski, J (2016) Motivations for servitization: The impact of product complexityInternational Journal of Operations & Production Management, 36(5), pp.572-591, DOI: 10.1108/IJOPM-09-2014-0447.

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:


Antuela Anthi Tako

  • Phase 2 of the SIMTEGR8 project was completed, funded (18K, FEC £45K) by Leicestershire County Council from the Better Care Together Fund, to evaluate four interventions aimed at reducing emergency hospital admissions of old and frail people. The project evaluated the set-up of integrated health and social care services for the elderly and frail using facilitated workshops. For more information please visit the following link: www.simtegr8.org.

Ian Hodgkinson

  • 2016 ‘Co-creation and the casualization of sport and fitness participation: Does neoliberalism produce solutions to social inclusion and public well-being?’, British Academy/Leverhulme (£7,910.50); with P. Downward.

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

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.

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.



Thorsten Gruber

  • Winner of the Emerald Citations of Excellence Award 2016. Bolton, R., Parasuraman, A., Hoefnagels, A., Migchels, N., Kabadayi, S., Gruber, T., Komarova Loureiro, Y. and Solnet, D. (2013). “Understanding Generation Y and Their Use of Social Media: A Review and Research Agenda”. Journal of Service Management, 24 (3), 245-267. 
  • 2016 Journal of Services Marketing Best Service Consumer Paper. Nasr, L., Burton, J. and Gruber, T. (2016). “Bring me Sunshine: Developing a Deeper Understanding of Positive Customer Feedback”. AMA SERVSIG International Service Research Conference. June 17-19, Maastricht University, Maastricht, Netherlands.

Silvia Masiero

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