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Carley Sutton

Dr. Carley Sutton

Course leader for International Tourism Management and Senior Lecturer

Lancashire School of Business and Enterprise

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 Management programme and is a senior lecturer in Service Quality Management.

Carley has recently published a textbook entitled 'Service Quality in Leisure, Events, Tourism and Sport'

 

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

Teaching Activities and Responsibilities

At present, Carley plays 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, she leads the BA (Hons) International Tourism Management programme at all levels, and also supervises undergraduate and postgraduate dissertations and PhD students.

Publications

J Buswell, C Williams, K Donne, C Sutton, 'Service Quality in Leisure, Events, Tourism and Sport' (View here)

"Service quality is at the forefront of how the leisure, events, tourism and sport (LETS) sectors operate. An important consideration for any business, and therefore any student of the subject, this new edition of a successful textbook addresses the key points and principles of managing service quality across the industry sector. Fully updated and enhanced, it:

- Covers areas such as the experience economy, capacity management and service culture, as well as methods for measuring quality and satisfaction.
- Includes numerous case studies to help students apply classroom-based theory to practice.
- Is packed with student-friendly pedagogy and full colour illustrations throughout to enhance the learning experience.

Considering the underpinning theory of service quality, this book informs the reader of the practical application of service quality management tools and techniques in an industry with distinctive features and challenges. An invaluable read for students within the LETS sectors, it also provides a useful refresher for practitioners working in the industry."

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

Supervision

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

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.