WMG Associate Professor, and MSc Service Management and Design Course Director, Mairi Macintyre and her students presented ‘COVID 19 - Lessons for the Service Professional’ at the prestigious international INFORMS Conference on Service Science (ICSS2021).

The research was based on insights taken from a series of special online seminars, at the height of the pandemic, hosted by Mairi. The series line-up included experts from a mix of sectors including aerospace, engineering, entertainment, energy, finance, travel and education. Companies represented included Rolls Royce UK, Innovate UK, Hong Kong Disneyland, National Grid, and many more.

 The experts shared their insights and experiences of crisis management including their responses to the COVID19 pandemic, and predictions and challenges for the recovery period.

The students then analysed these insights to identify shifting priorities for the service professional, before presenting the findings at the Service Marketing stream at ICSS2021.

Mairi explained: “Congratulations to all researchers involved. To achieve publication at this prestigious conference is a real achievement. The students approached the tasks each week diligently, and with the commitment required to carry out first class research of publishable quality without the opportunity to ever meet in person. It is a fantastic accomplishment and one that we can all learn from.”

The students have also submitted their research to an international education conference taking place in Autumn 2021.

The students working in partnership with Mairi were S. Street; Y. Chen; H. Gao; H. Liu; R. Lu; J. Ma; Z. Meng; Y. Pan; L. Samuel; Y-H. Tsai; S. Wang; Y. Wei; W-K-E. Wong; X. Wu; X. Yang; Y. Yang; B. Zhan; X. Zhang and Y. Zhang.

Find out more about the MSc Service Management and Design (SMD) here: MSc Service Management and Design | University of Warwick