Fielding Graduate University

Scholarly & Professional Interests:

• Gender issues in organizations, including structural, cultural, and socio-psychological perspectives.
• Emotional labor in service work; the client-service provider interface
• Evaluation of change programs in private and non-profit organizations.
• Customer discourses in public sector management.
• Transformational leadership methods.

Professional Memberships:

• Member, American Academy of Management.
• Member, American Evaluation Association.

Honors and Awards:

• Seear Fellow in Human Resource Management, London School of Economics.
• Recipient several grant awards from funding bodies.
• Invited reviewer UK Economic and Social Research Council.

Publications:

• Sexual harassment judgments by British employment tribunals 1995-2005: Implications for claimants and their advocates, with A. Budjanovcanin, British Journal of Industrial Relations, 49, 2, 2011.
• “The work you want, the help you need”: Constructing the customer in Jobcentre Plus, with R. Peccei, Organization, 14, 2, 2007.
• The social construction of clients by service agents in reformed welfare administration, with R. Peccei, Human Relations, 59, 2006.
• Consuming work: front-line workers and their customers in Jobcentre Plus, with R. Peccei, International Journal of Public Sector Management, 19, 1, 2006.
• The customer concept in welfare administration: front-line views in Jobcentre Plus, with R. Peccei, International Journal of Public Sector Management, 19, 1, 2006.
• Checking out service: Evaluating excellence, HRM and TQM in retailing, with S. Hill and R. Peccei, in H. Benyon and Nichols, T. (eds) Patterns of Work in the Post-Fordist Era, Cheltenham: Edward Elgar Publishing, 2005.
• Management control as an employee resource: the case of front-line service workers, Journal of Management Studies, 41, 2, 2004.
• Academic discourses of the customer: ‘Sovereign beings’, ‘management accomplices’ or ‘people like us’?, with R. Peccei, in A. Sturdy, I. Grugulis and H. Willmott (eds) Customer Service – Empowerment and Entrapment, Basingstoke: Palgrave, 2001.

Presentations:

• Thrive in Five™ program evaluation. Presentation to Women’s Economic Ventures, Santa Barbara, May 5, 2011.
• Sexual harassment tribunal cases 1995-2005: Learning from litigation to avoid litigation. Presentation to Guys and St Thomas Hospital, London, May 16, 2007 and to Speechly Bircham Law Firm, London, December 12, 2007.
• Sexual harassment litigation in Britain: a window on the socially irresponsible workplace, with G. Lockwood and A. Budjanovcanin. Paper presented at the ACREW Conference on Socially Responsive, Socially Responsible Approaches to Management, Monash Centre, Tuscany, Italy, July 1-4, 2006.
• Sexual harassment litigation in Britain 1995-2006. Briefing paper presented to the UK Equal Opportunity Commission, Manchester, England, July 21 2006.
• Consuming work: Front-line workers and their customers in Jobcentre Plus. Paper presented at the ESRC Seminar on Consumption and the Service Interaction, Imperial College, December, 2003; VI International Conference on Organizational Discourse, Amsterdam, July, 2004.

Funded Grants/Contracts:

• SBA/PRIME grant ($120,000) to Women’s Economic Ventures, Santa Barbara, for the development and evaluation of a new training/support model for disadvantaged business owners (contributor).
• Leverhulme Trust ($60,000) for the study of sexual harassment employment tribunal cases in Britain 1995-2005 (lead investigator).
• Department of Health, UK ($187,000) for the study of role innovation for nursing professionals in the National Health Service (with D. Guest et al).
• Department of Health, UK ($110,000) for the study of role innovation for nursing professionals in the National Health Service (with D. Guest et al).

Professional Experience:

• Research faculty, HOD

Other Professional Activities:

• Visiting Research Fellow, King’s College, London.Research consultant and volunteer, Women’s Economic Ventures, Santa Barbara, California.Academic faculty King’s College, London 1996-2009.
• Academic appointments London School of Economics 1991-1996.
• Research/consultancy engagements have included UK Department of Work and Pensions, Job centre Plus, UK National Health Service, Tesco Stores, BP Exploration, Costain Civil Engineering, Price Waterhouse.