Team profiles

The ISR team has a wealth of experience and knowledge from many service industries and manufacturing organisations.

Professors and Research Fellows

Richard Adams

Richard joined the University of Exeter Business School in March 2013 as NEMODE Senior Research Fellow in the Centre for Innovation and Services Research. NEMODE is an RCUK funded project aimed at studying the development of New Economic Models in the Digital Economy.

Allen Alexander

Allen Alexander is the Senior Research Fellow in Innovation and until recently had held responsibility for key elements of the Research & Knowledge Transfer activity at the University including: EU Research, Contract Research, Knowledge Transfer Partnerships, Consultancy, Intellectual Property, Commercialisation (including Spin Outs and Subsidiaries) and External Funding.

John Bessant

John Bessant currently holds the Chair in Innovation and Entrepreneurship at Exeter University where he is also Research Director.  Originally a chemical engineer, Professor John Bessant has been active in research, teaching and consultancy in technology and innovation management for over 25 years.

Harry Maddern

Dr Harry Maddern is a Senior Research Fellow within ISR. Prior to joining the University in 2006, Harry was Head of Process Design for Lloyds TSB Bank. His PhD research involved an evaluation of Business Process Management (BPM) in the UK financial services sector.

Navonil Mustafee

Navonil (Nav) is a Lecturer in Operations and Supply Chain Management. He has research interests in operations management, in particular the application of modelling and simulation for informed decision making, and distributed systems.

Frederic Ponsignon

Frederic is a Research Fellow in Service Management at the Centre for International Service Research. He was awarded his PhD from the University of Exeter in July 2010. His doctoral research project, conducted in partnership with EDF Energy, investigated the relationship between business strategy, service offerings, and process design in service organisations.

Bill Russell

Bill is currently researching into how organisations manage their customer and market insight activities to maximise their return on strategic investments in innovation.

Andi Smart

Professor Andi Smart is a Professor in Operations and Process Management and Director of the Centre for Innovation and Service Research (ISR)

Laura Smith

Laura's research interests are grounded in the burgeoning field of service science, service science being an interdisciplinary approach to the study, design, and implementation of service systems.

Sandy Williams

Sandy joined the Business School in 2009 in the Department of Management. She subsequently joined the ISR team, specialising in strategic marketing and operations management and service operations marketing. In 2010 she was appointed Programme Director for the ‘With Industrial Experience Pathway’ for the Business School. 


PhD Students and Research Associates 

Kyle Alves

Kyle is a PhD student within ISR. His primary field of study and interest is operations within service-based organisations.

Betsy Campbell

Betsy's research focuses on sensemaking behavior of innovation teams, specifically within high reliability organisations.

Phil Godsiff

Phil is a Research Associate and PhD student within ISR. His doctoral thesis concentrates on the application of the existence of “Wicked Problems” (Rittel and Webber 1976) to operational design and management.

Juliet Hall

Juliet's research interests are healthcare innovation, particularly for people with chronic diseases and how healthcare services can be designed to enhance the quality of life for people living with diabetes.

Nick Low

Nick's research will discover whether the experience economy concept can be applied across all sectors of the service industry. 

Malvern Mupandawana

Malvern's research interests are: Empirics of Services Marketing, Consumer Economics, Applied Econometrics. 

Steve Pearce

Steve is a PhD student within ISR, and his research interests are service operations and the impact of customer interaction on service processes. 

Derek Salkeld

Derek is a part-time PhD student within ISR and researching the theory of costing projects, the mathematical evaluation of risk in business cases for projects and the reasons for the scarcity of historical project cost data.

Nimrita Singh

Nimrita is a PhD student with ISR. Her particular interest lies in evaluating the impact of disruptive technologies such as social networking on supply chain management in fashion retail.

Mike Williams

Mike is an NHS Research Fellow attached to the Institute whilst undertaking a PhD looking at how system design and process reliability can improve patient safety in the complex environment of NHS hospitals.

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