Dr Anne Smith
Reader in Marketing and Director of the Research Degrees Programme
Dr Anne Smith is a member of The Open University's Centre for Strategy and Marketing.
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 is a Reader in Marketing in the Centre for Strategy and Marketing within The Open University Business School. She joined the School in 2004. She is currently developing a new course which includes elements of social marketing, ethics and social responsibility. Previously her main teaching and research interests have been in the area of services marketing and management, in particular the way in which services, such as health services, are designed and developed and the ways in which consumers evaluate the service which they receive. She is co-author of a book Managing and Marketing Health Care.
Current projects include studies which examine differences across cultural groups in their evaluation of quality across a range of services, for example, financial, airline, and education services. This work has implications for the design and delivery of services internationally. Additional work includes the evaluation of the European Union Commission's smoking cessation campaign. This is in conjunction with the Institute for Social Marketing (ISM) where she is a member of the management team. Anne contributes to the Open2.net blog accompanying the Money Programme - see her views on our increased use of domestic help.
Anne is currently co-editing two special sections for the European Management Journal. One of these focuses on change and reorganisation and the second on management issues within the European Union. She is a member of the Market Research Society and the Academy of Consumer Research.
Research interests
Research interests are in the measurement of service quality (particularly in health, financial and professional services), internationalisation of services, cross cultural service quality evaluation and measurement, service design and social marketing. Current research projects include: problems of cross cultural response styles in evaluating similarities and differences in cultural groups' expectations and evaluations of service quality (with Bradford University); comparison of emotional reactions to service encounters experienced by UK and Chinese consumers particularly related to education (with Manchester Metropolitan University) and how an internal social marketing approach can be used to reduce organisations’ carbon emissions.
Research student supervision
Publications
Testimonials
