Centre for Service Management


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

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Director, Centre for Service Management

Professor of Marketing and Service Management

Professor Ian Hodgkinson

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Deputy Director, Centre for Service Management

Professor of Strategy

Dr Sahar Mousavi

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Marketing and Communications Manager

Lecturer in Marketing

Professor Vicky Story

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Associate Director (Research), Centre for Service Management

Professor of Marketing

Full Members

Dr James Crick

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Lecturer in Marketing

Dr Suzana Grubnic

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Senior Lecturer in Management Accounting

Dr Cathryn Hart

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Senior Lecturer in Retailing and Operations Management

Dr Keme Ifie

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Lecturer in Marketing

Dr Silvia Masiero PhD

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Lecturer in International Development

Dr João Oliveira

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Lecturer in Marketing and Retailing

Dr Didier Soopramanien

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Reader in Marketing

Dr Antuela Tako

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Reader in Operational Research

Dr Alex Wilson

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Senior Lecturer in Strategy

Dr Lili Yang

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Reader in Information Systems and Emergency Management

Associate Members

Dr Louise Cooke PhD

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Reader in Information and Knowledge Management

Dr Ray Randall

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Senior Lecturer in Organisational Behaviour and Human Resource Management

Vicki Unwin

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Business Development Manager

Professor Paul Downward

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Professor of Economics

Dr Rein Ove Sikveland PhD (York)

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Research Associate

Professor Elizabeth Stokoe

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Professor of Social Interaction - Associate Dean for Research for the School of Social, Political and Geographical Sciences

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

Rosamund Chester Buxton (PhD Students Representative)

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

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

  • Supervisors: Dr Keme Ifie and Prof Thorsten Gruber
  • Start Date: January 2018
  • Title: Exploring the Influences of Customer Experiences on Frontline Employee Experiences

Araz Zirar

  • Supervisor: Dr Alok Choudhary
  • Start date: October 2014
  • Topic: Analysing the possibility of applying Lean administration in Iraqi Kurdistan


Visiting Professors

Professor Bo EdvardssonProfessor of Business Administration, CTF, Service Research Centre (Sweden), Bo.Edvardsson@kau.se

Professor Zoe RadorDean, School of Business and Professor of Service Operations Management, University of Leicester, UK

Affiliates listed by country




Dr Ibrahim Abosag

Senior Lecturer in Marketing

SOAS, University of London

Dr Matthew Alexander

Senior Lecturer in Marketing

University of Strathclyde

Dr Rachel Ashman

Lecturer in Marketing

University of Liverpool

Professor David Bamford

Professor of Operations Management

University of Huddersfield

Professor Steve Baron

Professor of Marketing

University of Liverpool

Dr Jamie Burton

Senior Lecturer in Marketing

University of Manchester

Dr Dahlia El-Manstrly

Lecturer in Marketing

University of Edinburgh

Professor Heiner Evanschitzky

Professor of Marketing

Aston University

Dr Pippa Hunter-Jones

Lecturer in Marketing and Operations

University of Liverpool

Dr Kathy Keeling

Senior Lecturer in Marketing Research

University of Manchester

Dr Cristiana Raquel Lages

Associate Professor of Marketing

University of Reading

Professor Steve Martin

Professor in Public Management

Cardiff University

Professor Peter J. McGoldrick 

Professor of Retailing

Manchester Business School

Dr Claire Moxham

Senior Lecturer in Operations Management 

University of Liverpool

Professor Stephen Osborne

Professor International Public Service Management

University of Edinburgh


Professor Helen Perks

Professor of Marketing

University of Nottingham

Dr Alexander Reppel

Reader in Marketing

Royal Holloway, University of London

Professor Andi Smart

Professor of Operations Management

University of Exeter

Professor Chris Voss

Professor of Operations Management

Warwick Business School/London Business School

Professor Helen Walker

Professor of Supply Chain and Operations Management

Cardiff University

Dr Ghasem Zaefarian

Lecturer in Marketing

University of Leeds

Professor Judy Zolkiewski

Professor of Marketing

University of Manchester

Julija Dzenkovska

Doctoral Researcher 

Newcastle Business School

Charles Kemp

Doctoral Researcher 

Newcastle Business School




Mainland Europe






Dr Guillaume Bodet


Université Claude Bernard 

Lyon 1

Professor Phil Klaus

Professor of Customer Experience and Marketing Strategy

ESCE International Business School, Paris




Professor Matthias Gouthier

Professor of Marketing

Universität Koblenz-Landau

Professor Dr. Gianfranco Walsh

Professor of Marketing

Friedrich-Schiller-Universität Jena

Professor David Woisetschlaeger

Professor of Marketing

Technische Universitaet Braunschweig

Professor Dr. Nancy Wünderlich

Professor of Marketing

Universität Paderborn







Professor Tor W. Andreassen

Professor of Marketing

Norges Handelshøyskole, Center for Service Innovation, Bergen







Professor Bo Edvardsson

Professor of Business Administration

CTF, Karlstad University

Professor Anders Gustafsson

Professor of Business Administration

Karlstad University

Professor Per Skalen

Professor of Marketing

Karlstad University

Professor Lars Witell

Professor of Marketing

Karlstad University







Professor Dr Roediger Voss

Professor of Business Administration and Education

HWZ University of Applied Sciences in Business Administration Zurich




Outside Europe



Dr Laurel Anderson

Associate Professor of Marketing

Arizona State University, USA

Dr Thomas L. Baker

Associate Professor of Marketing

University of Alabama, USA

Professor Mary Jo Bitner

Edwards M. Carson Chair in Service Marketing 

Arizona State University, USA

Professor Yvonne Brunetto

Professor of Management

Southern Cross University, Australia

Professor Weicheng Fan

Professor of Public Safety and Emergency Management

Tsinghua University, China

Professor Ray Fisk

Professor of Marketing

Texas State University, USA

Dr Taeshik Gong

Assistant Professor of Marketing 

Hanyang University, South Korea

Professor Dwayne D. Gremler

Professor of Marketing

Bowling Green State University, USA

Professor Jay Kandampully

Professor of Marketing

Ohio State University, USA

Dr Higor Leite

Associate Professor of Operations Management

Federal University of Technology, Brazil

Dr Anthony Lowrie

Professor of Marketing

Emerson College, USA

Dr Martin Mende

Associate Professor of Marketing

Florida State University, USA


Dr Linda Nasr

Assistant Professor of Marketing Texas State University

Prof Amy Ostrom

PetSmart Chair in Service Leadership

Arizona State University, USA

Professor Mark Rosenbaum

Kohl’s Corporation Professor of Retail Marketing

Northern Illinois University, USA

Professor Scott Sampson

Professor of Operations Management

Brigham Young University, USA

Professor Amrik Sohal

Professor of Operations Management

Monash University, Australia

Dr Lara Stocchi

Senior Lecturer in Marketing

The Flinders University of South Australia 

Advisory Board

Professor David Bamford

Chair in Operations Management

Head of Operations Management Group

Ian Barrington

OE Consultant, Shell, Process Leadership Team

Steve Burrows

Director: The Social Care Improvement Group

Claire Cordeaux

Executive Director, Health and Social Care

SIMUL8 Corporation

Professor Robert East

Professor of Consumer Behaviour at Kingston University

Professor Bo Edvardsson

CTF - Service Research Centre, Professor of Business Administration, Vice Rector, Karlstad University

Dr. Ann Esain

Lecturer at Cardiff Business School

Martin Ferguson

Head of Policy at Socitm

Andrew Godfrey

Corporate Affairs, Alliance Boots

Crispin Haywood

Shopper Science Lab Director, GSK

Mark Jones

Director of Property Services. Shoreline Housing Partnership Ltd.

Dr. Jane Kennedy

London Borough of Newham

Phil Mayhew

Director of Business Transformation, Solihull MBC

Mark Palmer

Managing Director, OEE

Professor Helen Perks

Chair in Marketing, Divisional Research Director Nottingham UniversityBusiness School

Professor Nick Rich

Professor in Operations Management, Swansea University

Raff Russo

Alumni Entrepreneur

Director: Peter and That's Enough; Loc8me, JIM

Debbie Simpson

Chief Executive Officer, Institute for Continuous Improvement in the Public Sector (ICiPS)