Dr Anne Smith
Reader in Marketing and Director of the Research Degrees Programme
You can email Dr Anne Smith directly; but for media enquiries please contact a member of The Open University's Media Relations team.
Biography
Anne completed her undergraduate and postgraduate degrees at the University of Manchester (UMIST). Previously she had worked in service industries (retail and telecommunications) which had sparked her interest in service quality and customer satisfaction, the subject of both her MSc and Phd theses. Before moving to the Open University in 2004 she held full time posts at the universities of
Teaching interests
Anne’s main teaching interests are in the field of services marketing and management; social marketing; international marketing and business strategy. At the Open University she has developed the social marketing materials for ‘Marketing in Society’ (B324); Openlearn and CPD courses. She has written the marketing block for the new MBA (B716) and the service elements of previous courses. She also has extensive experience of teaching for professional qualifications and executive education and has taught in locations around the world.
Research interests
Her main research interests focus on services marketing and the principles and practice of social marketing. Studies have examined how consumers evaluate services (for example health, financial, education and retail) and the ways in which organisations design services. A major interest has been to examine how service design impacts on customers’ service quality evaluations, emotions, satisfaction and loyalty behaviours. Further work has addressed how these evaluations differ across cultures. She developed the concept of internal social marketing and examined the ways in which social marketing techniques can encourage pro-environmental behaviour within organisations. Most recently her research focus has turned to the process of value co-creation/co-destruction and the impact of customer behaviour on well-being.
Her work has been published in a number of international journals including the Journal of Service Research, the European Journal of Marketing, the Journal of Business Research, the International Marketing Review, the Journal of Marketing Management, the Service Industries Journal, Long Range Planning and the European Management Journal.
Impact and engagement
Anne is a reviewer for a number of international journals and is on the editorial board of the European Management Journal. She has worked extensively with the National Social Marketing Centre (Customer Focus/Department of Health) as a member of the expert academic advisory group. She was also a member of the Expert Advisory Group to the Chartered Institute of Marketing for the development of a National Framework of Social Marketing Standards. She has worked with a number of orgnisations on internal social marketing programmes and trained the research executives of major
International collaborations
Anne is visiting professor at the University of São Paulo (USP),
Areas of expertise
- customer satisfaction
- service quality
- service design
- value co-creation/co-destruction.
- social marketing
- pro-environmental behaviour
- well-being
Research student supervision
Publications
Testimonials
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