Professor Zoe Radnor

DeanZoe Radnor

Professor of Service Operations Management

Contact Details

  • Tel: +44 (0)116 229 7590
  • Email: zjr1@le.ac.uk
  • Office: Room 308, Level 3, Ken Edwards Building

Biography

Professor Zoe Radnor is Dean, School of Business and Professor of Service Operations Management at University of Leicester, UK.

She started her academic career at the University of Leeds in 1994 as ESRC Management Teaching Fellow. She joined Warwick Business School in 2003 as Lecturer in Operations Management, and was promoted to Reader before joining Cardiff Business School as Professor of Operations Management and Associate Dean for Teaching and Learning in 2011. More recently she has been Co-director of the Research Centre for Service Management and Associate Dean (Teaching) at Loughborough University.

She has also worked at Manchester and Bradford universities. During her career she has won awards for both her research and her teaching.

She was awarded degrees by Nottingham University and Cranfield Institute of Technology before completing her PhD in Management Science at UMIST.

Professor Radnor has been a Management Practice Advanced Institute of Management (AIM) Fellow considering sustainability of Lean in public services. She was chair of the British Academy of Management (BAM) in 2013/14 and has sat on a number of advisory boards for Government and Healthcare organisations.

Research Interests

Her main areas of interest are in process improvement and service management in public sector organisations.  She has published nearly 100 journal articles, conference papers, book chapters and reports as well as presented widely on the topic to both academic and practitioner audiences.

PhD Supervision

  • Sibi Markoss: Lean in a regulatory environment: The case of Royal Mail.
  • Russ Glennon: Understanding the legacy of public management performance and service improvement reform in English public sector bodies.
  • Higor Leite: The Barriers and Opportunities for Lean Philosophy within the Emergency Level of Brazilian Public Healthcare System.

Most Recent Publications

Academic/Peer Journal Articles
de Jong, J., Douglas, S., Debus, P., Noordegraaf, M., Radnor, Z.J., Sicilia, M., (2017) “Instruments of Value: Using the Analytic Tools of Public Value Theory in Teaching and Practice.” Public Management Review (special issue on Public Value), Vol 19, Issue 5, pp 605-620.

Proctor, S., and Radnor, Z.J. (2017) “Teamworking and Lean in UK Public Services Revisited: A Reply to Carter et al.” The International Journal of Human Resource Management, Vol 28, issue 3 pp 468-480.

Radnor, Z.J. and Bateman, N.A. (2016) “The development of a new discipline— public service operations management” Public Money and Management, Vol 36, number 4, pg 246- 249.

Osborne, S.P., Radnor, Z.J. and Strokosch, K., (2016). “Co-production and the co-creation of value in public services: a suitable case for treatment?” Public Management Review, Vol 18, Issue 5, Pg 639-653.

Gustafsson, A., Högström, C., Radnor, Z.J., Friman, M., Heinonen, K., Jaakkola, E., and Mele, C., (2016). ”Developing Service Research - paving the way to transdisciplinary research”, Journal of Service Management, Volume 27, Issue 1 (2016)

McColl-Kennedy, J R., Gustafsson A., Jaakkola E., Klaus P., Radnor Z.J., Perks, H., and Friman, M. (2015) “Fresh perspectives on customer experience.” Journal of Services Marketing, 29(6/7), pp 430 – 435, ISSN 0887-6045

Walker, H., Chicksand, D., Radnor, Z.  & Watson, G. (2015) “Theoretical perspectives in operations management: an analysis of the literature.” International Journal of Operations Management, 35(8), pp 1182-1206, ISSN 0144-3577

Osborne, S.P., Radnor. Z.J. and Kinder, T. (2015) “The SERVICE framework: a public service-dominant approach to sustainable public services.” British Journal of Management, 26(3), pp 347-568, ISSN 1467-8551

Procter S., Radnor Z.J., (2014) “Teamworking under Lean in UK public services: lean teams and team targets in Her Majesty's Revenue & Customs (HMRC).” The International Journal of Human Resource Management, 25(21), pp2978-2995, ISSN: 0958-5192

Radnor Z.J., Osborne, S.P., Kinder, T., and Mutton, J., (2014) “Operationalizing Co-Production in Public Services Delivery: the Contribution of Service Blueprinting.” Public Management Review. ISSN: 1471-9037, 16(3), pp 402-423

Sloan, T, Fitzgerald, A, Hayes, KJ, Radnor, Z, Robinson, S, Sohal, A (2014) “Lean in healthcare-- history and recent developments,” Journal of Health Organization and Management, 28(2), pp.130-134, ISSN: 1477-7266.

Osborne, S.P., Radnor Z.J., Vidal, I. and Kinder T., (2014), A Sustainable Business Model for Public Service Organizations?’, Public Management Review. ISSN: 1471-9037, 16(2), pp165- 172

Books

Edited Books
Radnor, Z.J., Bateman, N., Esain, A., Kumar, M., Williams, S., and Upton, D. (editors), (2016) Public Service Operations Management, Oxon, Routledge, ISBN 978-1-138-81369-4.

Chapters
Bateman, N., and Radnor, Z.J., (forthcoming 2016) “Managing Operations”, The (Oxford) Handbook of Management, Oxford Press, editors Adrian Wilkinson.

Osborne, S.P. and Radnor Z.J., (fothcoming, 2016), “The New Public Governance and innovation in public services: a public service-dominant approach”, Public Governance and Innovation, Peter Triantafillou and Jacob Torfing (Editors), Cambridge Press

Osborne, S.P. and Radnor Z.J., (fothcoming, 2016), “NPG: More than NPM”, Handbook on Theories of Governance, Christopher Ansell and Jacob Torfing (Editors), Edward Elgar.

Radnor, Z.J. and Bateman, N., (2016) “The Role and Substance of Public Service Operations Management”, in Radnor, Z.J., Bateman, N., Esain, A., Kumar, M., Williams, S., and Upton, D. (editors), (2016) Public Service Operations Management, Oxon, Routledge, ISBN 978-1-138-81369-4

Radnor, Z.J., and Osborne, S.P., (2016) “Operationalizing Lean in Services: Rediscovering Service Blueprinting” in Radnor, Z.J., Bateman, N., Esain, A., Kumar, M., Williams, S., and Upton, D. (editors), (2016) Public Service Operations Management, Oxon, Routledge, ISBN 978-1-138-81369-4

Burgess, N., Furnival, J., and Radnor, Z.J. (2016) “Lean in the NHS: A case study of a whole organisation approach to Lean implementation across an English hospital” in Radnor, Z.J., Bateman, N., Esain, A., Kumar, M., Williams, S., and Upton, D. (editors), (2016) Public Service Operations Management, Oxon, Routledge, ISBN 978-1-138-81369-4.

 

 

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Contact Details

School of Business
University of Leicester
University Road
Leicester
LE1 7RH

ulsb@le.ac.uk

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