Role
Sheilagh is a Senior Lecturer in the Department of Marketing, Nottingham Business School.
Now working part time, Sheilagh teaches on ‘Improving the Customer Experience’ level 6 undergraduate module but her focus is on PhD supervision and research. She co-ordinates the PhD activity for the department.
Sheilagh’s research interest is in the field of services marketing particularly within a retail context. She has co-authored 3* and 2* research articles and contributed to book chapters and case studies. She was a co-investigator for an ESRC ‘Retail Navigator’ research grant in 2013.
Sheilagh undertakes teaching in Europe every year as part of the Eramus scheme as well as regular attendance at international research conferences
Sheilagh began her career as a graduate trainee in the London office of Boots the Chemists. She undertook a number of senior marketing and management roles within Boots before appointed to Director of Customer Service for Boots the Chemist in 1995. After leaving Boots she undertook a Masters degree, a PGCCE followed by a DBA. In that time she also provided consultancy services to a number of organisations before embarking on a full time academic career in 2007.
Academic Qualification
- Doctor of Philosophy (DBA) - ‘Closing the Revolving Door: how service quality is delivered in alcohol treatment services’. 2004-2007, Nottingham Trent University.
- Fellow of the Higher Education Academy (FHEA)
- Associate of the Chartered Institute of Marketing, UK
- PGCCE, 2003, Distinction, University of Nottingham,
- MA Customer Service Management, 1998-2002, Distinction, Nottingham Trent University.
- BA (Hons) Politics, 1972-1975, University College of Swansea
Career overview
Prior to joining Nottingham Business School, Sheilagh worked for one of the UK’s largest retailers, Alliance Boots, in a series of retail marketing and senior management positions including that of Buying Controller, Director of Public Relations and Director of Customer Service.
Research areas
Sheilagh is an active researcher and her research interests lie in attributes of marketing within retail and in particular within SMEs. She has publications in Studies in Higher Education (ABS 3*) the International Journal of Retail and Distribution Management, (ABS 2*), The Services Industries Journal (ABS 2*) amongst others. She was a co-investigator on the ESRC funded Retail Navigator Initiative (2012-2013) and has been funded by the Academy of Marketing.
External activity
- Funded by the Academy of Marketing
- Currently part of a team from Nottingham Business School funded by the ESRC (Economic & Social Research Council) to investigate the potential for research in the UK retail sector and encourage greater collaboration and knowledge exchange.
Press expertise
Sheilagh is available to comment on:
- retailing in the UK e.g. decline of the high street, retail marketing trends (non financial) multi-channel retailing
- consumer behaviour e.g. changing role of customer, technology driving consumer and organisation interface
- service interface e.g. customer service.