Dr Stephen Pearce

Dr Stephen Pearce

Dr Stephen Pearce
Senior Lecturer

3.21 (Howard House),
Howard House, Queen's Avenue, Bristol
(See a map)


Telephone Number (0117) 39 40536

Department of Management

Service Design for Service Operations Processes using Digital Technologies

Personal profile

Steve graduated with a BSc (Hons) in Engineering (1981) at the University of Salford and obtained an Executive MBA (1991) at Bath University. Steve completed his PhD in Management during 2016 at the University of Surrey. Steve has held senior manager roles at British Gas including engineering manager, customer relations manager, projects and consultancy manager and transformation leader. Steve led a team that developed strategies and plans to create the demerged businesses of BG plc and Centrica in 1997.  He later moved to Siemens Business Services where he transformed service delivery and performance in an innovative PFI Risk and Reward partnership with NS & I (National Savings). 

As Operations Director at Aon UK, Steve managed a range of insurance and emergency service businesses; then as Group Risk Director prepared Aon UK for regulation by the FSA in 2005.  Later, based in Chicago as Aon Corporations Crisis Management Director, he provided global client services on pandemic modelling and contingency planning. Steve then provided Interim Executive Director services to a Marketing Services Business and was Chief Operations Officer at UK Central Government Agency responsible for EU subsidy payments. Steve also spent his spare time working in volunteer roles in local government and in a senior management role at a National Youth Charity.



Steve has eight years’ experience in researching service design at an international level. Steve’s research explores the design of service concepts, the service encounter, the interactions between customers and providers and service process design and performance. His transdisciplinary research is grounded in service operations management and marketing services theory with a focus on digital interactions. Steve’s research emphasis is on service design for the efficiency and effectiveness of service processes for both the customer and provider. The competitive and operational impacts of service design are an under researched theme and has significant impact on practice. Steve bases his research on the unified services theory and a specific process analysis technique called PCN analysis; an emerging and unique field of study. Steve has presented his research at management, operations management and service conferences internationally over the last six years.

Current Research interests

Service Design in: Central and Local Government, Financial Services, Heath Care, Engineering and Biosciences, and Higher Education


Steve's extensive professional management experience enables him to teach and illustrate a range of key managerial subjects at undergraduate and postgraduate levels. These include Management & Leadership, Marketing, Service Operations Management, Enterprise Risk Management, Digital business & e-commerce, Project Management, Change Management and Masters dissertation supervision. Steve is the Director of Teaching and Learning for Management this involves Steve in managing the delivery of the teaching offering and its development for the department. 

Fields of interest

Steve's research explores the service design characteristics that enable effective and efficient customer interaction outcomes during the service process. The resulting co-produced services are analysed with Process Chain Networks diagrams to illustrate the strategic service design choices for service operations managers. Key Words; service design, service operations management, marketing services, service processes, process chain network diagrams (PCN), co-production, self-service, efficiency and effectiveness

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