The centre was established to provide a focus for the development of research and consultancy in all aspects of service and service provision within all areas of the economy. Its mission is to provide a resource for researchers and managers interested in the more effective and efficient delivery of service. It aims to bridge the gap between theory and practice by taking a multidisciplinary view that combines both a research and a practice orientation and to provide synergy between research, consultancy and the provision of short courses.
Our Work
Drawing on a variety of theoretical frameworks and on their rich practical experience, staff at the centre have worked in a wide range of situations in the private, public and not-for-profit sectors. The centre's work falls into three broad categories and includes:
Research
- Measuring service quality and customer satisfaction
- Building and managing business relationships
- Understanding retail and service environments
- Strategic behaviour of service organizations
- Consumer and organizational behaviour in relation to environmental (green) issues
- Technology and its impact on service delivery
- Understanding consumption behaviour in service settings
- Internet and e-commerce applications
- Town centres and the 24 hour city
Consultancy
- Service quality and customer satisfaction studies for Gloucestershire
- Gloucestershire County Council, Frenchay NHS Trust, South West Blood Donor Service, the Housing Corporation
- Service environment design for Whitbread Inns, British Rail and J Sainsbury
- Identifying and measuring business relationship quality for the Association of British Insurers, The Housing Association and Landmark/Spar
Teaching and Short Courses
Courses tailored to company needs:
- Understanding behaviour in service settings
- Contributions to specialist courses in management education
Research Students at the Centre
A number of full-time and part-time research students working towards their doctorates are attached to the centre and supervised by CeReS staff. Their projects include:
- Measuring Relationship Quality
- IT and Service Delivery
- Consumer Choice and Atmospherics
- Facilities Management in Electronics
- Animation and Website Design
- Communications in Relationship Marketing
- Organisations that have utilised CeReS staff for research and consultancy include:
Aerosystems International; BBC; Cheltenham & Gloucester Plc; Delta Metal; Financial Times; Gloucestershire County Council; Greenall's; Housing Corporation; Krone UK; Mars; Musgrave Group (Ireland); National Health Service; Smiths Industries; Via International; Northern Ireland Tourist Board; Northern Ireland Tourist Industries Confederation.
Contacts
For further information on CeReS and its activities please contact:
Dr Stuart Hanmer-Lloyd
Head of Centre
T: +44 (0)1242 714876
E: shlloyd@glos.ac.uk