Centre for Service Management

Research Interest Groups

Emergency Management Research Interest Group (EM-RIG), led by Dr Lili Yang

Emergency management (EM) is an interdisciplinary area within the broader context of management. Skills and techniques, systems and models are required to identify, assess, understand, and cope with a serious situation.

By undertaking multidisciplinary applied research, the Emergency Management Research Interest Group aims to the understand the impacts of natural and man-made disasters on society, improve emergency management, and enhance preparedness, response, recovery, and mitigation from various emergency events, provide consultancy and services to public sectors.


Town Centres Research Interest Group (TC-RIG), led by Cathy Hart

The Town Centres Research Interest Group aims to generate and disseminate new research evidence that will help users as well as academics, understand the different drivers of current and future town centre behaviour.  This knowledge will in turn, inform strategies to help integrate and strengthen the town centre offer to increase consumer patronage and will include, amongst other themes:

  • The customer experience of town centres; how different consumers interact and experience different types of town centres
  • Understanding consumer touch-points in town centres
  • Measuring town centre consumer behaviour


Visual Decision Practices Research Interest Group (VDP-RIG), led by Professor L. Alberto Franco

The overall aim of the Visual Decision Practices RIG is to study the visual tools that organisations use to perform their decision making practices.

Within and across organisations, visual tools are being increasingly adopted by managers, policy makers and teams to inform their decision making, from simple 2x2 matrices built with post it notes on flipcharts, to sophisticated computer-aided designs and simulation models. While published studies on visual tools have mainly assessed the adoption rates of particular tools, research on how they are used in practice have only started to attract academic attention. The VDP RIG will thus explore visual decision practices by drawing on its collective multi-disciplinary expertise (operations management, organisational behaviour, problem structuring, simulation) with a view to assess the extent to which current and new visual tools are delivering their expected value.