Centre for Service Management

About us

Leading Innovation, Driving Quality, Transforming Services… These are the fundamental pillars that guide the Centre for Service Management’s (CSM) research focus, establishing its prominence as a global research centre in the field of service management.

Professor Gruber co-founded the Centre for Service Management (CSM) in the School of Business and Economics at Loughborough University in 2013 and is currently the Director of the Centre. Fellow co-founder, Professor Zoe Radnor, is now Vice-President (Strategy & Planning) at City, University of London.

Thorsten Gruber and Zoe Radnor

CSM engages in applied research and scholarship to support the design, engagement and transformation of service organisations. It especially aims to

  1. Conduct inter- and trans-disciplinary research that matters to the private, public and third-sector service organisations
  2. Provide new knowledge to inform academics and educate managers through the exploration of theory and practice of service management
  3. Pursue collaborative partnerships in the area of service management by leveraging and building on strong national and international links


CSM currently has 14 full members and 12 doctoral researchers who have a wide range of discipline backgrounds and research expertise, representing many approaches and paradigms in the study of services. 

CSM currently also has 6 associate members within Loughborough University, two visiting professors and more than 50 well-known scholars from around the world are affiliated with CSM as well.

CSM members are working in the following research areas:

  • Emergency Management
  • Health Services
  • Intelligent Mobility (including autonomous vehicles)
  • Lean Management
  • Process and Performance Management
  • Retailing (especially customer experience of town centres)
  • Service Encounters (human-to-human and human-to-machine)
  • Service Entrepreneurship
  • Service Infusion
  • Service Innovation
  • Service Operations Management
  • Strategy Formation and Firm Performance
  • Transformative Service Research
  • Visual Decision Practices