Mission statement

To co-produce and co-create innovative knowledge that will profoundly change how we understand and practice service management.


The Centre for Service Excellence is concerned with the management of services across the private and public sectors, such as:

  • Accounting and financial services
  • Banking
  • Tourism hospitality and leisure
  • Public services
  • The arts media and creative sectors
  • Education and health
  • Transport and communication
  • Retailing

It is committed to driving forward high-quality research about service management to achieve a real impact on its practice in both public and private sector services.

CenSE has members from across the Business School, an Engagement Board to guide and coordinate its engagement with business, government, and the third sector, and an International Research Advisory Board that provides the core of its international research partnerships.

Key activities

At the heart of its work is a commitment to collaborative engagement and co-production between CenSE and service firms and agencies. Its range of engagement activities includes:

  • Consultancy
  • Mentoring and action research with service businesses and agencies
  • Workshops and seminars
  • Executive education
  • Cutting-edge research
  • The launch of a flagship MSc in Service Management


To act as an integrating force across the School for the extensive service work already under way; enhancing its visibility and using it to generate and test new service theory.


To engage effectively with business and government bodies to have a major impact on leadership and management practice in service delivery.


To develop a global network with the key researchers and universities in service management in order to undertake world-class research that pushes forward the boundaries of our knowledge and theory.

Research activity

Its research activity is clustered around four themes:

  • Co-production and the co-creation of value in service delivery
  • Innovation and change in service delivery
  • Accountability and leadership in service businesses
  • Transforming service delivery in the 21st century

Further information