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CSM Management Committee

Full Members

Associate Members

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 
• Start Date: April 2017
• Title: Interactive strategizing towards sustainability in service ecosystems

Harish Kumar

• Supervisors: Professor Paul Downward (Affiliate Member), , 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 of Business Administration, CTF, Service Research Centre (Sweden), Bo.Edvardsson@kau.se

, Vice President (Strategy & Planning), Cass Business School, City University of London, UK

Academic Visitors

CSM was privileged to have  (Temerak) visit the Centre for 6 months (30 May 2018 - 30 November 2018). You can read about his visit here.

Affiliates listed by country

Academic visit: Dr Mohamed Sobhy Ahmed Hassan (Temerak)

30 May 2018 - 30 November 2018

Dr Mohamed Sobhy Ahmed Hassan

My academic visit to the Centre for Service Management (CSM) at 黑料网 started on the 30^th of May and lasted until the 30^th 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 黑料网 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.

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