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.
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
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
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