People
Members of the Centre embody a wide range of discipline backgrounds and research expertise, representing many approaches and paradigms in the study of services.
CSM Management Committee
Professor Thorsten Gruber
Director, Centre for Service Management
Professor of Marketing and Service Management
- +44 01509 228274
- T.Gruber@lboro.ac.uk
- BE 2.62 (Sir Richard Morris Building)
Professor Ian Hodgkinson
Deputy Director, Centre for Service Management
Professor of Strategy
- +44 (0)1509 223865
- I.R.Hodgkinson@lboro.ac.uk
- Sir Richard Morris Building
Professor Vicky Story
Deputy Director, Centre for Service Management
Professor of Marketing
- + 44 (0)1509 228301
- V.M.Story@lboro.ac.uk
- BE. 2.20 (Sir Richard Morris Building)
Dr Keme Ifie
Associate Director (Enterprise), Centre for Service Management
Lecturer in Marketing
- + 44 (0)1509 228364
- K.Ifie@lboro.ac.uk
- BE. 1.02 (Sir Richard Morris Building)
Dr Sahar Mousavi
Associate Director (Engagement), Centre for Service Management
Lecturer in Marketing
- +44 (0)1509 228829
- S.Mousavi@lboro.ac.uk
- BE.2.18b (Sir Richard Morris Building)
Full Members
Dr Suzana Grubnic
Senior Lecturer in Management Accounting
- +44 (0)1509 223126
- S.Grubnic@lboro.ac.uk
- BE.2.32 (Sir Richard Morris Building)
Associate Members
Professor Elizabeth Stokoe
Professor of Social Interaction - Associate Dean for Research for the School of Social, Political and Geographical Sciences
- +44 (0)1509 223360
- e.h.stokoe@lboro.ac.uk
- U3:02
PhD students
Majd Abedrabbo
- Supervisors: Dr Fiona Ellis-Chadwick and Dr Cathy Hart
- Start Date: October 2017
- Topic: Connected experiences: An empirical investigation into the dynamics of physical/digital shopping behaviour and the impact on town centres
Alfred Ajayi
- Supervisors: Dr Lili Yang and Professor Malcolm King
- Start Date: October 2011 (part-time)
- Topic: Cloud computing and global emergency management
Rosamund Chester Buxton (PhD Students Representative)
- Supervisors: Dr Ian Hodgkinson and Dr Michelle Richey
- Topic: How does performance measurement inform performance management in UK public service organisations?
Shaimaa Doma
- Supervisord: Prof. Vicky Story and Dr. Sahar Mousavi
- Start date: October 2018
- Topic: Applying gamification to new product development
Peter Gardner
- Supervisor: Dr Nicola Bateman (external: Leicester)
- Start date: October 2010 (part-time)
- Topic: How effective is visual management in supporting decision making when used in a service sector environment
Katrin Heucher
- Supervisors: Professor Thorsten Gruber, Dr Alex Wilson and Dr Ibrahim Abosag
- Start Date: April 2017
- Title: Interactive strategizing towards sustainability in service ecosystems
Harish Kumar
- Supervisors: Professor Paul Downward (Affiliate Member), Dr Ian Hodgkinson, Dr Guillaume Bodet (Affiliate Member)
- Start Date: October 2014
- Topic: Health and fitness provision: From facilities’ strategic management to local populations’ health, well-being and social outcomes
Karen Maher (Associate member)
- Supervisors: Dr Nicola Bateman (external: Leicester) and Dr Ray Randall
- Start Date: October 2013
- Topic: Operational effectiveness for the Fire and Rescue Service (FRS) and firefighters’ fitness and well-being
Sibi Markose
- Supervisors: Professor Zoe Radnor (Visiting Professor) and Dr Nicola Bateman (external: Leicester)
- Start Date: 2013
- Topic: Lean in a regulated environment: The case of Royal Mail
Gavin White
- Supervisors: Dr Louise Cooke and Dr Nicola Bateman (external: Leicester)
- Start Date: October 2015
- Topic: Semantics and semiotics: Use of meaning and visualisation for organisational learning
Junyi (Amy) Xie (PhD Coordinator)
- Supervisors: Dr Keme Ifie and Prof Thorsten Gruber
- Start Date: January 2018
- Title: Exploring the Influences of Customer Experiences on Frontline Employee Experiences
Wanyu Zhang
- Supervisors: Dr. João Oliveira and Dr Sahar Mousavi
- Start Date: July 2019
- Title: The role of social media engagement on tourism destination choice
Araz Zirar
- Supervisor: Dr Alok Choudhary
- Start date: October 2014
- Topic: Analysing the possibility of applying Lean administration in Iraqi Kurdistan
Affiliates
Visiting Professors
Professor Bo Edvardsson, Professor of Business Administration, CTF, Service Research Centre (Sweden), Bo.Edvardsson@kau.se
Professor Zoe Rador, Vice President (Strategy & Planning), Cass Business School, City University of London, UK
Academic Visitors
CSM was privileged to have Dr Mohamed Sobhy Ahmed Hassan (Temerak) visit the Centre for 6 months (30 May 2018 - 30 November 2018). You can read about his visit here.
Affiliates listed by country
UK |
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Senior Lecturer in Marketing |
SOAS, University of London |
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Senior Lecturer in Marketing |
University of Strathclyde |
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Lecturer in Marketing |
University of Liverpool |
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Professor of Operations Management |
Manchester Metropolitan University |
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Professor of Marketing |
University of Liverpool |
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Professor of Marketing |
University of Manchester |
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Lecturer in Marketing |
University of Edinburgh |
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Professor of Marketing |
Aston University |
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Lecturer in Marketing and Operations |
University of Liverpool |
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Senior Lecturer in Marketing Research |
University of Manchester |
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Associate Professor of Marketing |
University of Reading |
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Professor in Public Management |
Cardiff University |
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Professor of Retailing |
Manchester Business School |
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Professor of Operations Management |
Manchester Metropolitan University |
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Professor International Public Service Management |
University of Edinburgh |
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Professor of Marketing |
University of Nottingham |
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Reader in Marketing |
Royal Holloway, University of London |
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Professor of Operations Management |
University of Exeter |
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Professor of Operations Management |
Warwick Business School/London Business School |
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Professor of Supply Chain and Operations Management |
Cardiff University |
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Associate Professor of Marketing |
University of Leeds |
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Professor of Marketing |
University of Manchester |
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Julija Dzenkovska |
Doctoral Researcher |
Newcastle Business School |
Charles Kemp |
Doctoral Researcher |
Newcastle Business School |
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Mainland Europe |
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France |
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Professor of Marketing |
Université Claude Bernard Lyon 1 |
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Professor of Customer Experience and Marketing Strategy |
Interational University of Monaco |
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Germany |
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Professor of Marketing |
Universität Koblenz-Landau |
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Professor of Marketing |
Friedrich-Schiller-Universität Jena |
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Professor of Marketing |
Technische Universitaet Braunschweig |
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Professor of Marketing |
Universität Paderborn |
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Norway |
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Professor of Marketing |
Norges Handelshøyskole, Center for Service Innovation, Bergen |
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Sweden |
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Professor of Business Administration |
CTF, Karlstad University |
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Professor of Business Administration |
Karlstad University |
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Professor of Marketing |
Karlstad University |
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Professor of Marketing |
Linkoping University |
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Switzerland |
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Professor of Business Administration and Education |
HWZ University of Applied Sciences in Business Administration Zurich |
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Outside Europe |
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Assistant Professor of Marketing |
Texas State University |
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Associate Professor of Marketing |
Arizona State University, USA |
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Professor of Marketing |
University of Alabama, USA |
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Edwards M. Carson Chair in Service Marketing |
Arizona State University, USA |
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Professor of Management |
Southern Cross University, Australia |
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Professor of Public Safety and Emergency Management |
Tsinghua University, China |
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Professor of Marketing |
Texas State University, USA |
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Assistant Professor of Marketing |
Hanyang University, South Korea |
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Professor of Marketing |
Bowling Green State University, USA |
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Professor of Marketing |
Ohio State University, USA |
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Associate Professor of Operations Management |
Federal University of Technology, Brazil |
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Professor of Marketing |
Emerson College, USA |
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Associate Professor of Marketing |
Florida State University, USA |
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PetSmart Chair in Service Leadership |
Arizona State University, USA |
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Department Chair and Professor |
South Carolina University, USA |
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Professor of Operations Management |
Brigham Young University, USA |
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Professor of Operations Management |
Monash University, Australia |
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Senior Lecturer in Marketing |
The Flinders University of South Australia |
Academic visit: Dr Mohamed Sobhy Ahmed Hassan (Temerak)
30 May 2018 - 30 November 2018
My academic visit to the Centre for Service Management (CSM) at Loughborough University started on the 30th of May and lasted until the 30th of November 2018. My visit started by taking part in the second Customer Management Leadership Group Academic-Practitioner Workshop co-organised by CSM and the University of Manchester in June 2018. In this workshop, I participated in a research project on how artificial intelligence is transforming the service encounter. The project is currently under review with the Journal of Business Research (ABS 3). We also submitted part of this project to both the Frontiers in Service 2019 and QUIS 16 conferences that will take place in Singapore and Karlstad, Sweden respectively.
In addition, I was also able to attend the Academy of Marketing Conference at the University of Stirling to present one of my research projects on customer-to-customer interactions. This paper won the best track prize (Services and Customer Relationship Marketing Track).
At CSM, I worked with Professor Thorsten Gruber and Dr Keme Ifie on two different research projects that focus on dynamics of the first encounter and the role of the physical appearance of mannequins in the retail shopping experience respectively. The former project has evolved into a conceptual paper to be submitted to the Journal of Service Research (ABS 4), while the latter project is currently at the research design stage which consists of a series of experiments.
I also had the chance of working with Professor Ian Hodgkinson on another research project on customers' experience during a global biking event with participants from 40 different countries using a Critical Incident methodology. We are currently collecting data by the means of an online survey from the international participants of pervious events.
My academic visit has also provided me with both time and opportunity to collaborate with other co-authors from other British universities such as Nottingham University Business School, SOAS and Edinburgh Business School. To this end, I was able to submit two manuscripts to two prestigious journals: European Sport Marketing Quarterly (ABS 3) and Tourism Management (ABS 4).
On the research training side, I received intensive training on using NVIVO software for qualitative data analysis which has extended my research capabilities to work on data analysis of social media content. I also had the chance to attend several seminars and workshops on different business and marketing subjects.
At the end of my visit, I used my consultancy experience in the Middle East to deliver a seminar to the staff members and doctoral students of the School of Business and Economics titled "No-One-Size-Fits All: Marketing strategy implications for online and sharing economy companies in the Middle East."
Finally, my visit to Loughborough University and the Centre for Service Management has significantly boosted my research career, and I am looking forward to building on these collaborations to continue working and publishing with centre members in top marketing journals.
Advisory Board
Chair in Operations Management Head of Operations Management Group |
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OE Consultant, Shell, Process Leadership Team |
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Director: The Social Care Improvement Group |
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Executive Director, Health and Social Care SIMUL8 Corporation |
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Professor of Consumer Behaviour at Kingston University |
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CTF - Service Research Centre, Professor of Business Administration, Vice Rector, Karlstad University |
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Lecturer at Cardiff Business School |
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Head of Policy at Socitm |
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Andrew Godfrey |
Corporate Affairs, Alliance Boots |
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Shopper Science Lab Director, GSK |
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Director of Property Services. Shoreline Housing Partnership Ltd. |
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London Borough of Newham |
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Phil Mayhew |
Director of Business Transformation, Solihull MBC |
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Managing Director, OEE |
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Chair in Marketing, Divisional Research Director Nottingham UniversityBusiness School |
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Professor in Operations Management, Swansea University |
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Alumni Entrepreneur Director: Peter and That's Enough; Loc8me, JIM |
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Chief Executive Officer, Institute for Continuous Improvement in the Public Sector (ICiPS) |