MBS, BA (Hons) International Marketing, French and German, PG Certificate Teaching and Learning
Having spent over ten years in industry in various roles including working as a Management Consultant, Quaestus Strategy and Management Consultants, eChannel Programme Manager with Eircom, Senior Brand Manager with Reckitt Benckiser & Marketing Executive, Enterprise Ireland, Dusseldorf prior to returning to academia, Carol commenced her academic career in Dublin Institute of Technology (DIT) in 2004. While in DIT Carol was involved in lecturing on a number of postgraduate, executive and undergraduate programmes. Carol also was involved in the programme development team for a number of executive programmes and managed the DIT Intel Ireland BBS programme also.
In August 2007, Carol was appointed Lecturer in Marketing at University College Cork, where she is involved in lecturing on the MBA, MBS in Management and Marketing and other postgraduate, undergraduate and executive programmes.
Carol commenced the PhD (part-time) programme at Cranfield in October 2007 and was awarded the American Marketing Association Services Marketing Special Interest Group (SERVSIG) and Arizona State University’s Center for Services Leadership Liam Glynn Research Scholarship in October 2007 also.
A multiple perspective study of the experience and practice of value co-creation in collaborative consumption contexts.
Combining phenomenological and practice based lens, my PhD research explores the individual and collective experiences of value co-creation practices in collaborative consumption contexts.
Arts marketing, education, not for profit.
Depth interviews, participant observation, netnography.
Phenomenology, Social Constructivism.
Why I chose Cranfield
I choose Cranfield as I was impressed with its structured PhD programme , the research centres in the areas of marketing and information systems and engagement with industry.
Kelleher, C., Whalley, A. and Helkkula, A. (2011), “Collaborative Value Co-Creation in Crowd Sourced Online Communities – Acknowledging and Resolving Competing Commercial and Communal Tensions,” Research in Consumer Behavior, Edited by Russell W. Belk, Albert Muñiz, Hope Jensen Schau and Kent Grayson, Emerald Publishing, UK.
Peer Reviewed Journals:
Helkkula, A., Kelleher, C. and Pihlstrom, M. (2012 forthcoming) "Practices and Experiences: Challenges and Opportunities for Value Research". Journal of Service Management, 23 (4),
Domegan, C., Haase, M., Harris, K., Van den Heuvel, W., Kelleher, C., Maglio, P.P., Meynhardt, T., Ordanini, A., Penaloza, L. (2012 forthcoming) "Value, Values, Symbols and Outcomes", Marketing Theory.
Helkkula, A., Kelleher, C., Pihlstrom, M. (2012) "Characterizing Value as an Experience: Implications for Service Researchers and Managers", Journal of Service Research, Feb, 15: 59-75.
Kelleher, C. & Peppard, J. (2010) “Consumer Experience of Value Creation: A Phenomenological Perspective,” European Advances in Consumer Research, Vol. 9.
Kelleher, C. & Helkkula, A. (2010) “Virtually Speaking - Customer to Customer Communication in Online Customer Communities,” Journal of Applied Management & Entrepreneurship, July.
Helkkula, A. & Kelleher,C. (2010) “Circularity of Customer Service Experience and Customer Perceived Value,” Journal of Customer Behaviour, 9 (1):37-53.
Kennedy, A., Coughlan, J. and Kelleher, C. (2010) “Business Process Change in e-Government Projects: The Case of the Irish Land Registry,” International Journal of Electronic Government Research, 6 (1):9-22.
Kelleher, Carol & Peppard, Joe (2009) “The Web Experience -Trends in e-service,” Literature Review commissioned and published by the Institute of Customer Service (ICS).
Kennedy A., Kelleher C. & M. Quigley (2006) “CRM Best Practice: Getting it Right First Time at ESBI,”. Irish Management Journal, :255-273.
Kelleher, C., Wilson, H. and Peppard, J. (2012) "Polyphony, Discord and Harmony: Individual Experiences of Value in Collaborative Consumption Contexts", American Marketing Association Services Marketing SIG (AMS Servsig) Hanken School of Economics, Helsinki, Finland, , 7-9 June
Kelleher, C., Whalley, A. and Helkkula, A. (2011), “Collaborative Value Co-Creation in Crowd Sourced Online Communities – Acknowledging and Resolving Competing Commercial and Communal Tensions,” Consumer Culture Theory Conference, Northwestern University, Chicago, IL, 7-10 July.
Helkkula, A. & Kelleher C (2011), “Experiences and Practices – Challenges and Opportunities for Value Research,” 2011 Naples Forum on Service, 13-16 June.
Helkkula, A. & Kelleher, C. (2010) “A Phenomenological Approach to the Study of Markets,” FMM 2010 The Forum on Markets and Marketing: Extending Service-Dominant Logic University of Cambridge UK, 23-26 September.
Helkkula, A. & Kelleher, C. (2010) “A Framework for Examining Phenomenological Value: VALCONEX - Value in Context Experience ,”11th International Research Seminar in Service Management La Londe les Maures, France, 25-28 May.
Kelleher, C. & Helkkula, A. (2010) “Me to We- Collective Consumer Value Creation in Consumer Communities,” 19th Annual Frontiers in Service Conference, Karlstad, Sweden, 10-13 June.
Kelleher, C. & Helkkula, A. (2010) “Rewarding or Exploiting the Working Consumer?” AMA Servsig International Service Research Conference Porto, Portugal, 17-19 June.
Kelleher, C.& Peppard, J. (2010) “Consumer Experience of Value Creation - A Phenomenological Perspective” European Conference of the Association of Consumer Research, Royal Holloway, University of London, London, UK,, 30 June – 3 July.
Helkkula, A. & C. Kelleher (2009) “Expanding the lens - Narrative Analysis in Netblographic Research” EIASM 5th Workshop on Interpretive Consumer Research, Universita Commerciale Luigi Bocconi, Milan, Italy, 2-3 April.
Gubbins, C., L. Dooley and C. Kelleher (2009) “Understanding innovation and knowledge management in dynamic networks,” Tenth International Conference on HRD Research and Practice across Europe Newcastle Business School, Northumbria University, United Kingdom, 10-12 June.
Kelleher, C. & A. Helkkula (2009) “Virtually speaking - customer to customer communication in virtual communities,” Quality in Services Symposium, QUIS 11 Services Marketing Conference Wolfsburg, Germany, 11-14 June.
Helkkula, A., M. Pihlström & C. Kelleher, Carol (2009) “From Customer Perceived Value (PERVAL) to Value-In-Context (VALCONEX)” The 2009 Naples Forum on Service-Dominant Logic, Service Science and Network Theory Capri, Italy, 16-19 June.
Ibrahim, M., Kennedy, A. & Kelleher, C. (2009) “Investigating the Drivers of Mobile Marketing in Ireland: An Industry Perspective” Irish Academy of Management (IAM) conference Galway, 3-4 September.
Kelleher, C. & J. Peppard (2008) “An Examination of Value co-creation in Ubiquitous Technology Environments - a Consumer Perspective” AMA SERVSIG International Research Conference University of Liverpool Management School, UK, 5-8 June.
Kelleher, C. & J. Peppard (2008) “An examination of the customer experience of value co-creation in ubiquitous technology environments - Discussion paper and call for research” Academy of Marketing Annual Conference Aberdeen Business School, The Robert Gordon University, Aberdeen, Scotland, 8-10 July.
Kelleher, C. & J. Peppard (2008) “Value co-creation during the consumption of mobile services - the iPhone user experience,” Irish Academy of Management, Dublin City University, 3-5 September.
Kelleher, C. & A. Helkkula (2008) “The Answers from Within -Customer Driven Service Innovation in Web 2.0 Online Communities” 22nd Service Conference & Workshop, University of Westminster at the Royal Automobile Club, London, 6-8 November.
Kelleher, C. & J. Peppard (2008) “Customers as Value Creating Resources - Expanding Resource Based Theories,” 22nd Service Conference & Workshop University of Westminster at the Royal Automobile Club, London, 6-8 November.
Helkkula, A. & C. Kelleher (2008) “Circularity of Customer Experience and Customer Perception of Value,” 22nd Service Conference & Worksho, University of Westminster at the Royal Automobile Club, London, 6-8 November.
Kennedy, A. & C. Kelleher (2007) “Delivering Electronic Government- A Case Study of the Irish Land Registry,” Proceedings of the European Academy of Management (EURAM) Conference Paris, France, 16-19 May.
Damsgaard, J. and C. Kelleher (2007) “What drives the innovation, diffusion and adoption of mobile services? - An analysis of four alternative studies,” Proceedings of the Global Mobility Roundtable Los Angelus, USA, 1-2 June.
Kennedy, A. & C. Kelleher (2007) “Improving Service Delivery through e-Government,” Proceedings of the Irish Academy of Management (IAM) Conference, Queens University, Belfast , 3-5 September.
Kelleher, C. (2007). “An exploratory study of the impact of u-constructs - ubiquity, uniqueness, universality and unison - on customer perceived value of u-services,” AMA Relationship Marketing SIG-ICRM Conference & Relationship Marketing Summit: Time to Integrate Perspectives, Buenos Aires, Argentina, 13-15 December.