Kim is Professor of Services Marketing. She is responsible for leading and developing research and income generating activity within the Division of Marketing, Retail and Operations in the Business School. Her particular area of expertise is Services Marketing. Kim's teaching interests are in services marketing and consumer behaviour at both undergraduate and postgraduate levels. Kim also undertakes the supervision of Masters, DBA, and PhD dissertations in relevant areas.
Kim's research interests include:
- Customer service
- Services marketing
- Consumer behaviour
- Consumer-to-consumer interactions in service settings
- Consumer experiences
- Retail theatre
- Service recovery/continuity
Current projects
- Evaluation of new media in Healthcare (NHS direct)
- Consumer learning styles in interactions with Self Service Technologies (SSTs)
- Service performance evaluation (drawing on theatre criticism)
- Developing and Measuring Service Orientation in small service companies (Knowledge Transfer Partnership)
Information for prospective research students
Kim is interested in all aspects of customer service. She is a frequent keynote speaker at international practitioner conferences. She has presented on customer loyalty and satisfaction, customer service, customer communities, customers as co-creators of value and all aspects of retail and service theatre. She regularly leads marketing research and consultancy projects related to all aspects of customer service.
