Kim Cassidy

Professor of Services Marketing
Kim Cassidy

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)

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