University of Exeter Business School

Dr Laura Phillips

Dr Laura Phillips

Senior Lecturer in Management

 Laura.Phillips@exeter.ac.uk

 2558

 +44 (0) 1392 722558

 Streatham Court 0.64

 

Streatham Court, University of Exeter, Rennes Drive, Exeter, EX4 4PU, UK

Overview

Laura is a Senior Lecturer in Management at the University of Exeter Business School. She joined the school in 2016, prior to this she worked as a Research Fellow on EPSRC and RCUK funded research projects in the banking, defence and telecoms sectors.

Laura's research interests lie in the impact of digital technologies on service design and the customer experience. Laura has been involved in a number of research programmes in this area, most recently as a co-investigator on VISTA AR. This £7.8m INTERREG project, explored 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, Journal of Travel Research, 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.

Qualifications

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

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Research

Research interests

  • Impact of digital technologies on business model innovation, service design and the customer experience
  • 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.

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Publications

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
Ponsignon F, Phillips L, Smart P, Low N (2023). Designing the service delivery system for prevention-oriented goals: insights from two case studies. Journal of Service Management Abstract.
Phillips L (2022). A Business Model Innovation Methodology for Implementing Digital Interpretation Experiences in European Cultural Heritage Attractions. Journal of Heritage Tourism
Bird JM, Smart PA, Harris DJ, Phillips LA, Giannachi G, Vine SJ (2022). A Magic Leap in Tourism: Intended and Realized Experience of Head-Mounted Augmented Reality in a Museum Context. Journal of Travel Research
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.
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.
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.
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

Ng I, Maull RS (In Press). Embedding the new Discipline of Service Science. In  (Ed) Advancement of Services Systems.
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.

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External Engagement and Impact

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

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