Karen Jones


Phone:  +44 (0)121 204 3458
Email: [email protected]
Room: MB226

Karen Jones Management

I joined Aston University in June 2016. With almost 20 years’ experience in the retail sector, I enjoy teaching service marketing and procurement modules within the Engineering and Systems Management Group. I am in the final stages of my PhD researching consumer complaining on social media and how retailers are dealing with this phenomenon. My work will give businesses important information on the motivations and characteristics of social media complainers and about best practice for resolving complaints via this new channel.

My first academic post was at the University College Birmingham where I was course director for BSc in Digital Marketing. I have lectured at the University of St Gallen in Switzerland and am an external examiner for the Chartered Institute of Marketing.

  • PGC in Teaching & Learning, University of Birmingham, 2016.
  • MBS in Retail Management, Dublin Institute of Technology, 2012.
  • MBS in Marketing, Dublin City University, 1998
  • BA in Business Studies, National Institute for Higher Education (Ireland), 1997.

2016 – to date: Lecturer in Management, Engineering and Systems Management Group, Aston University. 

2016 –Sept 2016: Guest Lecturer, St Gallen University Switzerland

July 2014–June 2016: Lecturer in Marketing, University College Birmingham 

Jan 2014–Aug 2014: Lecturer in Procurement, CMI Ireland 

Sept 2004 –Nov 2006: Managing Director, Chantelle Fashions

Aug 2002 –Aug 2004: Marketing & Sales Area Manager Chantelle Fashions

Aug 2001 –Aug 2002: Fashion Retail Store Manager & Buyer Chantelle Fashions

Feb 2000 –Aug 2001 Retail Sales Assistant & Junior Buyer, Chantelle Fashion

Sep 1988 –Feb 2000 Customer Services & Sales Executive, Rennick’s Sign Manufacturing

Services Marketing and Managing Strategic Contracts and Suppliers

Supply Management, Retail Management, Service Failure, Service Recovery, Social Media

American Marketing Association

Chartered Institute of Marketing 

The Irish Academy of Management

The Academy of Marketing 

Chartered Management Institute

SERVSIG, American Marketing Association.

eMarketing Special Interest Group, The Academy of Marketing.

SME Special Interest Group, The Academy of Marketing.

Jones, K (2016) Fighting Fire with Fire. Extreme Social Media Service Recovery Strategies. Doctoral colloquium paper to be presented at the Academy of Marketing Doctoral Colloquium, Northumbria University, Newcastle, July 4th 2016.

Jones, K. (2015). Service failure and recovery via social media; from the tripartite perspective of complainant customer, retail organisation and potential customers. Doctoral colloquium paper presented at the Academy of Marketing Doctoral Colloquium, University of Limerick, Ireland, July 6th 2015.

Jones, K., Hooper, D. and Coughlan, J. (2014). Social Media Enabled Service Failure Identification and Recovery; In the UK and Irish Retail Sector. Working paper presented at the 47th Academy of Marketing 2014 -Marketing Dimensions: People, places and spaces, Bournemouth University, UK, 8-9th July 2014.

Jones, K.  (2014). Social  Media  as  Part  of  Retail  Service  Failure  Identification  and  Recovery. Doctoral colloquium paper presented at the Academy of Marketing Doctoral Colloquium, Bournemouth University, UK, July 7th 2014.

Jones, K and O’Reilly, D. (2013). The impact of social media on contemporary marketing practice, a case of the retail industry in Ireland. Paper  presented  at  the  2013  Irish  Academy  of  Management  Conference,  Waterford  Institute  of Technology, Ireland, 3rd September 2013