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Dr. Carley Sutton

Course leader for International Tourism Management and Senior Lecturer

School of Management

Greenbank Building, GR142

+44 (0) 1772 89 5894

csutton1@uclan.ac.uk

Subject Areas: Tourism

 

Dr Carley Sutton is the course leader for the leading BA (Hons) International Tourism Mangement programme. Carley is a senior lecture in Service Quality Management and is currently writing a key text for this critical area of the industry.

 

Full Profile

Carley is currently the course leader for the BA (Hons) International Tourism Management Programme. She has a breadth of specialist knowledge in the industry and in service quality management in particular. For example, recent research on The Utilisation of Service Quality Management/Business Improvement tools in SMEs in the North West of England. Her current work is focussed on the applicability of the Human Sigma model to quality management in the UK tourism industry. Carley successfully completed her PhD titled ‘The Applicability of the Human Sigma Model to Quality Management.’

Qualifications

PhD
FHEA
MPhil
MA
BA (Hons)
PGCE

Publications

Sutton, C. (2015). The Human Sigma Approach to Business improvement in Tourism SMEs. Journal of Small Business and Enterprise Development. Vol. 22 Iss: 2, pp.302 - 319

Sutton, C. (2014). The Evolution of Human Sigma. Journal of Quality Assurance in Hospitality and Tourism (JQAHT) Volume 15 Issue 2.

Sutton, C. (2014). Adapting the Human Sigma Instrument to Enhance the Employee-Customer Encounter. Journal of Applied Management and Entrepreneurship (Special Quis 13 Edition).

Chartered Quality Institute Conference – The Psychology of Quality and Publication: titled ‘Being Human’ featured in the September 2011 edition.

More Publications

Teaching Activities

At present I play a key role on the lecturing team within the division of Tourism, Hospitality and Event Management , both on the Undergraduate and Postgraduate programmes.

As course leader, I lead the BA (Hons) International Tourism Management programme at all levels. I also supervise undergraduate and post graduate dissertations and PhD students.

Supervision

As an experienced academic and subject specialist in Service Quality Management she supervises undergraduate dissertations, independent study projects, consultancy projects, and Masters dissertations.

Current Research

Currently working on a Service Quality Management text for the Tourism, Hospitality and Events industry. CABI Publication December 2015.

External Activities

Best Paper Award – for JAME (Journal of Applied Management and Entrepreneurship) August 2014.

Conferences

The 5th World Graduate Research in Tourism, Hospitality and Leisure: The Utilisation and Contribution of Service Quality Management Tools and Techniques: A sub-regional analysis. International Conference – Anatolia. May 2010.

Chartered Quality Institute Conference – The Psychology of Quality and Publication: titled ‘Being Human’ featured in the September 2011 edition.

International Research Symposium on Service Excellence in Management – Karlstad University, Sweden. ‘Adapting the Human Sigma Business Improvement Instrument to Enhance the Employee-Customer Encounter’. June 2013.

Best Paper Award – for JAME (Journal of Applied Management and Entrepreneurship) August 2014.