Accepting PhD Students

    20172023

    Research activity per year

    Personal profile

    Research Interests

    Performance: measurement, management and improvement, particularly research into: 

    1. Service quality (customer satisfaction/views/experience)
    2. Service delivery systems (operational efficiency and effectiveness)
    3. People performance (service participant behaviour, e.g. employee and user) 

     

    Education/Academic qualification

    Higher Education, Postgraduate Certificate, Academic Practice in Higher Education, Coventry University

    Award Date: 22 Oct 2018

    Doctorate, Learning and Applying Financial Metrics to Evaluate Human Capital Investments: The case of Return on Investment, Open University

    Award Date: 26 Oct 2016

    Service Management, MSc, An Evaluation of Thames Water Customer Experience with a view to define customer desired hard and soft standards, University of Buckingham

    Award Date: 4 Mar 2006

    Economics and Management Studies, Degree, The University of the West Indies

    Award Date: 1 Feb 2000

    External positions

    Visiting Lecturer, University of Buckingham

    Sept 2014Sept 2015

    Researcher/Consultant, Open University

    20122016

    Researcher , abdi Ltd

    20112014

    Management Consultant, The Victoria Mutual Group

    20062009

    Business Analyst & Assistant Marketing Manager , The Victoria Mutual Building Society

    19962004

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