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Business Enterprise and Management - Carol Brennan

Carol Brennan
Name:
Carol Brennan
Position: Reader, Director Consumer Insight Centre
Phone: 0131 474 0000
Email: cbrennan@qmu.ac.uk

 



  Qualifications:

MA Open University
BA Queen Margaret University
Diploma in Consumer Affairs Trading Standards Institute



Memberships:

Editorial Board of the International Journal of Consumer Studies

Institute of Consumer Affairs



Personal Profile:

My research interests are mainly in the field of consumer policy with particular reference to consumer empowerment, complaint handling, dispute resolution and customer experience.

I have provided leadership for several research and commercial projects, including the Ombudsman Association, the Financial Ombudsman Service, the Legal Ombudsman, the Scottish Public Services Ombudsman (SPSO), the Police Complaints Commissioner for Scotland, the International Ombudsman Institute, the African Ombudsman Research Centre, Directorate General Health and Consumers, (DG SANCO), National Endowment for Science, Technology and the Arts (Nesta), Care Inspectorate, Audit Scotland, the Royal Bank of Scotland and Postwatch Scotland.

In my role as Director of the Consumer Insight Centre at QMU, I am working with colleagues to develop the centre as a world leader in the provision of accredited training for ombudsman and complaint handling organisations.

My teaching includes the Customer Experience, Applied Research and Contemporary Issues in International Management.



Recent Publications:

Simmons, R. and BRENNAN, C., 2013. Grumbles, gripes and grievances: the role of complaints in transforming public services. London: National Endowment for Science, Technology and the Arts. [online]. Available from: http://www.nesta.org.uk/library/documents/Grumbles_gripes_and_grievances.pdf

Gill, C., Williams, J., Brennan, C. and O’BRIEN, N., 2013. The future of ombudsman schemes: drivers for change and strategic responses was published by the Legal Ombudsman in July 2013 [online].

Hare, C., Law, J. and Brennan, C., 2013. The vulnerable healthcare consumer: an interpretive synthesis of the patient experience literature. International Journal of Consumer Studies. Vol. 37, no. 3, pp. 299 – 311.

Simmons, R., Brennan, C., Gill, C. and Hirst, C., 2013. Outcome of complaints research for the Care Inspectorate , Dundee: Care Inspectorate [online], Available from: http://www.scswis.com/index.php?option=com_content&view=article&id=8284:watchdog-welcomes%20research-into-outcomes-of-complaints&catid=283&Itemid=695

Brennan, C. , and Ritch, E., 2010. Capturing the voice of older consumers in relation to financial products and services. International Journal of Consumer Studies. vol. 34, no. 2, pp. 212–218.

Ritch, E and Brennan, C., 2010. Using World Café and drama to explore older people’s experience of financial products and services. International Journal of Consumer Studies. vol. 34, no. 4, pp. 405-411.

Ritch, E., Brennan, C., and MacLeod, C., 2009. Plastic bag politics: modifying consumer behaviour for sustainable development. International Journal of Consumer Studies. vol. 33, no. 4, pp. 168-174.

Brennan , C . and Coppack, M., 2008. Consumer empowerment: Global context, UK strategies and vulnerable consumers. International Journal of Consumer Studies. vol. 32, no. 4, pp. 306-313.

Coppack, M., Brennan, C . and Wadams, M., 2008. A strategic approach to UK consumer education. Consumer Policy Review. March, vol. 1.

Brennan, C . and Gallagher, K., 2007. Consumer overindebtedness: a review of the quality of money advice services in Scotland. International Journal of Consumer Studies. vol. 31, no. 6, pp. 623-629.

Coppack, M and Brennan, C., 2005. The case for educated UK consumers: the National Consumer Council’s consultation on consumer education. International Journal of Consumer Studies. vol. 29, no. 5, pp. 418-425.

Wang, F., Brennan, C., Galloway, A. and Hughes, A., 2005. Consumer Support Networks: assessment of need for consumer information and advice services. International Journal of Consumer Studies. vol. 29, no. 2. pp. 159-165.

Brennan, C., 2004. Guest Editor, Special Issue, Children and Young People as Consumers. International Journal of Consumer Studies. vol. 28, no. 4, pp. 315-432.

Brennan, C . and Ritters, K., 2004. Consumer education in the UK: new developments in policy, strategy and implementation. International Journal of Consumer Studies. vol. 28, no. 2, pp. 97-107.

Brennan, C. , Gallagher, K. and McEachern, M., 2003. A review of the ‘consumer interest’ in organic meat. International Journal of Consumer Studies. vol. 27, no. 5, pp. 381-394.

Brennan, C. and Gallagher, K., 2002. Consumer Support Networks: improving consumer advice in the UK. International Journal of Consumer Studies. vol. 26, no. 3. pp. 227-238.

Brennan, C. , Galloway, A. and Thompson, S., 2002. Young people’s perceptions of complaints procedures in local government. International Journal of Consumer Studies. vol. 26, no.4, pp. 256-263.

Brennan, C. and Douglas, A., 2002. Complaints procedures in local government: informing your customers. The International Journal of Public Sector Management. vol. 15. no. 3. pp. 219-236.

 


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