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Dr Laura Phillips

Dr Laura Phillips

Lecturer in Management

2558

+44 (0) 1392 722558

CSAM, Floor 2
Building:One, University of Exeter, Rennes Drive, Exeter, EX4 4ST, UK

Laura Phillips is a Lecturer in Management within the Science, Innovation, Technology, and Entrepreneurship (SITE) department at the Business School. She first joined the University of Exeter in 2007 as a Knowledge Transfer Associate. Moving on to become a Research Fellow, working on EPSRC and RCUK funded research projects in the banking, defence and telecoms sectors.

Laura's research interests lie in the impact of digital and immersive technologies on the customer experience and business model change and innovation. Since becoming a lecturer in 2016, Laura has continued to be involved in large research programmes in this area, most recently with VISTA AR, a £7.8m INTERREG project that explores visitor experience at cultural heritage sites, creating new VR and AR digital interpretations and exploring the new business models they enable.

Her research has been published in the International Journal of Production and Operations Management, Production Planning & Control and the Journal of Service Management. She is also a member of the Editorial Review Board for International Journal of Production & Operations Management.

Nationality: British

Qualifications

  • PhD Management (University of Exeter)
  • BA (Hons) Business (University of Plymouth)

Research interests

  • Impact of digital and immersive technologies on business models and customer behaviour
  • Service systems/ product service systems

Laura has worked on a number of large research programmes in these areas, including an EPSRC Knowledge Transfer Award; the EPSRC/S4T programme; contract research with Rolls Royce; the RCUK HAT project and, most recently, VISTA AR a £7.8m INTERREG programme.

Research projects

  • Future Focus II provides focussed support to SMEs based in Cornwall and the Isles of Scilly helping them to realise their growth potential through innovation.
  • VISTA AR. Exploring visitor experience at cultural heritage sites, this programme aims to create new VR and AR digital interpretations and explore the new business models they enable.

Key publications | Publications by category | Publications by year

Publications by category


Journal articles

Davies P, Parry G, Phillips L, Ng I (In Press). Boundary negotiations: a paradox theoretical approach for efficient and flexible modular systems. International Journal of Operations and Production Management DOI.
Ponsignon F, Smart P, Phillips L (2018). A customer journey perspective on service delivery system design: insights from healthcare. International Journal of Quality & Reliability Management Abstract.  Full text. DOI.
Smith L, Maull RS, Ng ICL (2014). Servitization and Operations Management: a Service-Dominant Logic Approach. International Journal of Production and Operations Management, 34(2), 242-269. Full text. DOI.
Smith L, Maull RS, Ng ICL (2012). The three value proposition cycles of equipment-based service. Production Planning and Control, 23(7), 553-570. Abstract. DOI.
Ng ICL, Parry G, Smith L, Maull RS, Briscoe G (2012). Transitioning from a Goods-Dominant to a Service-Dominant Logic: Visualising the Value Proposition of Rolls Royce. Journal of Service Management, 23(3), 416-439.

Chapters

Ponsignon F, Ageron B, Phillips L, Lavastre O (2017). Servitization and supply chain management: Preliminary evidence from a servitized organization. In Paché G, Fontaine V (Eds.) Projet et logistique, Paris: éditions ESKA, 19-33.
Ng I, Vargo SL, Phillips L (2014). Reconceptualizing Service through Service-dominant Logic. In Haynes K, Grugulis I (Eds.) Managing Services: Challenges and Innovations, Oxford University Press, 122-133.
Phillips L, Ng I (2014). Service Systems for Value Co-Creation. In Haynes K, Grugulis I (Eds.) Managing Services: Challenges and Innovation.
Ng ICL, Smith L (2012). An Integrative Framework of Value. In  (Ed) , 207-243.
Ng ICL, Maull RS, Smith L (2011). Embedding the new Discipline of Service Science. In Demirkan H, Spohrer JH, Krishna K (Eds.) The Science of Service Systems, Springer-Verlag New York Incorporated, 13-35.  Abstract.

Publications by year


In Press

Davies P, Parry G, Phillips L, Ng I (In Press). Boundary negotiations: a paradox theoretical approach for efficient and flexible modular systems. International Journal of Operations and Production Management DOI.

2018

Ponsignon F, Smart P, Phillips L (2018). A customer journey perspective on service delivery system design: insights from healthcare. International Journal of Quality & Reliability Management Abstract.  Full text. DOI.

2017

Ponsignon F, Ageron B, Phillips L, Lavastre O (2017). Servitization and supply chain management: Preliminary evidence from a servitized organization. In Paché G, Fontaine V (Eds.) Projet et logistique, Paris: éditions ESKA, 19-33.

2014

Ng I, Vargo SL, Phillips L (2014). Reconceptualizing Service through Service-dominant Logic. In Haynes K, Grugulis I (Eds.) Managing Services: Challenges and Innovations, Oxford University Press, 122-133.
Phillips L, Ng I (2014). Service Systems for Value Co-Creation. In Haynes K, Grugulis I (Eds.) Managing Services: Challenges and Innovation.
Smith L, Maull RS, Ng ICL (2014). Servitization and Operations Management: a Service-Dominant Logic Approach. International Journal of Production and Operations Management, 34(2), 242-269. Full text. DOI.

2012

Ng ICL, Smith L (2012). An Integrative Framework of Value. In  (Ed) , 207-243.
Smith L, Maull RS, Ng ICL (2012). The three value proposition cycles of equipment-based service. Production Planning and Control, 23(7), 553-570. Abstract. DOI.
Ng ICL, Parry G, Smith L, Maull RS, Briscoe G (2012). Transitioning from a Goods-Dominant to a Service-Dominant Logic: Visualising the Value Proposition of Rolls Royce. Journal of Service Management, 23(3), 416-439.

2011

Ng ICL, Maull RS, Smith L (2011). Embedding the new Discipline of Service Science. In Demirkan H, Spohrer JH, Krishna K (Eds.) The Science of Service Systems, Springer-Verlag New York Incorporated, 13-35.  Abstract.

Awards and Honours

  • Best Service Science Paper Award (Naples Forum on Service, 2011)
  • Best Practitioner Paper Nominee (Frontiers in Service, 2008)

External positions

  • Member of the Editorial Review Board for International Journal of Production & Operations Management