Skip to content
Profile icon

kim cassidy


Nottingham Business School

Staff Group(s)
Department of Marketing


Kim Cassidy is Professor of Services (Retail) Marketing. She is also the Academic Director of the National Retail Research Knowledge Exchange Centre (NRRKEC) which has been recently established at NTU to help maximise the impact of academic research on the retail industry.

As a senior Professor within NBS, Kim has a responsibility for making a significant contribution to strategy through academic excellence in research, teaching and leadership. She leads both the NRRKEC and the Customer Engagement (Retail and Services) (CERS) research group located within the Department of Marketing. She teaches on a range of undergraduate and postgraduate programmes as well as delivering keynote addresses to relevant external business audiences.

She regularly publishes her research in key services marketing journals including the Journal of Service Research, Journal of Business Research, Journal of Marketing Management, Journal of Services Marketing, European Journal of Marketing and the International Journal of Service Industry Management. She generally publishes under her maiden name of Harris.

Career overview

Kim has worked as an academic at a number of Universities in the UK including: Manchester Metropolitan University, Lincoln, Liverpool, Durham and Sheffield.

Prior to joining academia Kim worked in management with Marks and Spencer Plc and Pedigree Petfoods and maintains a keen interest in applied retail research. Kim has held Visiting Professor positions at Liverpool University and City College Thessonaliki, a Faculty of the University of Sheffield.

Research areas

Her personal research focuses on aspects of customer service in public and private sector organisations. This includes work on customer-to-customer interactions, experiential consumption (working with colleagues from the Performing Arts) and customer knowledge and learning styles. She has an interest in all aspects of customer engagement and currently delivers a module ‘Contemporary Perspectives in Customer Engagement’ on the MSc Marketing programme in NBS based on her research activity.

External activity

Kim is a regular speaker at Retail practitioner events for example including Retail Week live and the Retail Forum. She is a senior member of the ESRC peer review panel and Chair of the Research Approvals Group for the ESRC funded Consumer Data Research Centre. She is also a member of the Research work stream of the Future High Streets Forum and the Future Retail Working Group which brings together representatives from industry (retailers, technology providers, technology accelerators), government/economic development bodies and academia to exchange knowledge, join up thinking and share best practice to align activities that can support retail innovation.

Sponsors and collaborators

Kim has an extensive network of international research collaborators including colleagues from the USA, Ireland, Australia and New Zealand.