Qualifications:
MA Open University
BA Queen Margaret University
Diploma in Consumer Affairs Trading Standards Institute
Auditor Quality Mark Scotland, Consumer Advice Services
Memberships:
Editorial Board of the International Journal of Consumer Studies
National Planning Group on Consumer Education at the Office of Fair Trading
Alliance for Consumer Education
Institute of Consumer Affairs, Regional Coordinator for Scotland Scottish Consumer Forum
Consumer Direct Scotland Stakeholder Management Board
Standing Conference on Consumer Products and Services in Scotland
Personal Profile:
My research interests are mainly in the field of consumer policy with particular reference to government policy, consumer empowerment, financial capability, customer service, the patient experience, and developments in consumer organisations. Recent publications have focused on consumer education, Consumer Support Networks, money advice services, young people as consumers, complaints handling, service standards and quality management in the public sector.
I have managed externally funded projects including contract management for Postwatch Scotland, a Scottish Funding Council feasibility study on consumer policy research, studies for the Scottish Consumer Council and needs assessments regarding consumer advice services. I facilitated the development of eighteen Consumer Support Networks and have audited several consumer advice services in local authorities. I am currently working on research projects with Scottish Enterprise, the Centre for the Older Person's Agenda and Napier University.
My teaching includes Contemporary Issues in Consumer Policy;Customer Service, Fashion Marketing, Strategic Management, Sustainable Consumption and Sustainable Development Principles & Practice.
Recent Publications:
Brennan, C. and Coppack, M. 2008. Consumer empowerment: global context, UK strategies and vulnerable consumers. International Journal of Consumer Studies 32(4) pp.306-313
Coppack, M., Brennan, C. and Wadams, M. 2008. A strategic approach to UK consumer education. Consumer Policy Review 8(2) Mar/Apr pp.51-56
Brennan, C. and Gallagher, K. 2007. Consumer overindebtedness: a review of quality at money advice services in Scotland. International Journal of Consumer Studies 31(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 29 (5) pp 418-425
Wang, F., Brennan, C., Galloway, A. & Hughes, A (2005) Consumer Support Networks: assessment of need for consumer information and advice service. International Journal of Consumer Studies 29 (2) pp. 159-165
Brennan, C. (2004) Guest Editor, Special Issue, Children and Young People as Consumers The International Journal of Consumer Studies Vol. 28 No 4
Brennan, C. and Ritters, K. (2004) Consumer education in the UK:new developments in policy, strategy and implementation The 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 The 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 The 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 The 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. 3pp210-236
Robb, C., Frew, A. J. and Brennan, C (2002) Customers' perceptions of quality assurance in Scottish hostels The Hospitality Review , October pp 37-42
Douglas, A., Kirk, D., Brennan, C. and Ingram, A (2002) Combining cognitive maps and soft systems methodology to analyse qualitative data Published Proceedings The Second International Conference on Systems Thinking in Management (ICSTM-2002) University of Salford, 3-5 April
Brennan, C and Douglas, A (2000) Presented a paper on Complaints Procedures in Local Government: informing your customers at a Regional Event for the American Society for Quality, Boston
Brennan, D and Douglas, A (1999) Best value: improving services by talking to people Vol 9 No 4 pp135-142
Douglas, A.,Kirk, D., Brennan, C. and Ingram I. (1999)The Impact of Investors in People on Scottish Local Government Services, Journal of Workplace Learning Vol 11, Issue 6 pp 164-169
Douglas, A. and Brennan, C. (1999) Striving for continuous improvement: the experience of UK local government services. Presented paper at the 53 rd Annual Quality Congress in Anaheim,California, 26 May 1999.
Brennan, C. (1998) Consumer Studies in Higher Education Consumer Policy Review Vol. 8, No. 4, Jul/Aug pp 144-149
Brennan, C. and Douglas, A. (1998) Developing a Process Model for Standard Setting in Local Government Services, Managing Service Quality Vol. 8, No. 4.pp 241-247
Douglas, A., Kirk, D., Brennan, C. and Ingram, A. (1998) Missing the Mark: A Preliminary Survey of the Scottish Charter Mark Experience, Total Quality Management Proceedings of The 3 rd World Congress for Total Quality Management , Vol. 9, Nos. 4 and 5, July.
Brennan, C. and Galloway, A. (1997) The use of video conferencing to support dual-institution Learning and Teaching" presented at the Conference, "Flexible Learning in Tertiary Education", Napier University.
Assessment strategy on "Learning Contracts in a Consumer Policy Module" included in the ASSHE Inventory, Changing Assessment Practices in Scottish Higher Education 1996 |
