This curriculum vitae summarizes the professional experience and qualifications of Dr. Fiona Anderson-Gough. She is currently a Principal Teaching Fellow in Accounting at Warwick Business School, where her research explores professionalism and accountability within the accounting discipline. Her research approaches the experience of doing accounting from various perspectives, including individual socialization and professionalization. She has held academic positions at several universities and her research directly informs her teaching interests in developing ethical educational experiences.
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Exlporing the Significance of Professional Noticing in Work-Based LearningIsabell Grundschober
The concept of "professional noticing" has gained attention in various fields, including
education and healthcare. Professional noticing refers to the ability to observe and interpret
relevant information in a given professional context, leading to informed decision-making
and learning. This conference presentation pro-vides a synthesis of research articles that
explore professional noticing in different domains. Drawing upon these research findings
the presentation will analyse practical examples in the field of entrepreneurship. We will
explore how entrepreneurs-in-training as well as experienced entrepreneurs in continuing
education can cultivate and harness their noticing abilities within diverse WBL settings in
higher education and vocational education. Furthermore, we'll identify transversal elements
of professional noticing that can guide the design of effective work-based learning
experiences in various fields.
Poster presented at the American Association of Behavioral and Social Science...Berea College
In 2019, one trail, the Pinnacle at Indian Fork Mountain was selected by Outside Magazine at the No.1 hiking venue in Kentucky. In 2018 with the official designation of two U.S. Bicycle Routes (USBR 21 and 23), Kentucky achieved now ranks 5th overall (856 miles) in a list of states with the most number in the national networks. IN 2015 the CIty of Berea became the 11th certified Kentucky Trail Town. These achievements were designed and executed by the EPG students as a result of the trail-based community economic development projects.
The poster presented at the American Association of the Behavior and Social Sciences and illustrates the teaching approach and community partner outcomes.
SERVICE LEADERSValues-based service brandsnarratives fr.docxbagotjesusa
SERVICE LEADERS
Values-based service brands:
narratives from IKEA
Bo Edvardsson and Bo Enquist
Service Research Center, Karlstad University, Karlstad, Sweden, and
Michael Hay
IKEA North America
Abstract
Purpose – The purpose of this paper is to present a model for values-based service brands grounded
in values-based service management. In undertaking this task, the paper addresses two research
questions: “What is the role of values in creating customer value and corporate identity?” and “How
can values and corporate identity be communicated to customers and thus contribute to
customer-perceived service value?”.
Design/methodology/approach – Based on five narratives from a value-driven company, IKEA,
the paper proposes a model of values-based service brands in action. The model is based on
interpretations of how IKEA manages and communicates values in practising values-based service
management.
Findings – The study distinguishes four types of “values” in the example of IKEA: economic, social,
environmental, and communication-based. These are incorporated into the model.
Originality/value – This is the first study of the role of values-based service brands in creating
value in use for customers.
Keywords Value added, Brands, Customer service management, Corporate identity
Paper type Research paper
1. Introduction
Brands are among the most fundamental and enduring assets of a firm (Martin et al.,
2005). However, in services-management research, little attention has been devoted to
the question of how a perception of value-in-use can be communicated to customers
through values-based service brands. The importance of communicating values in
business is illustrated in the contemporary utilisation of such approaches as “corporate
social responsibility” (CSR) (Zadek, 2004; Kotler and Lee, 2005) and “triple bottom-line
thinking” (Elkington, 1997, 2001) to create stakeholder value (Post et al., 2002). In
accordance with these approaches, companies try to avoid aligning themselves with
negative values – for example, environmental pollution or exploitation of cheap labour
(especially child labour) – which can result in negative publicity and value being
destroyed. Rather, companies strive to be associated with attractive values – for
example, high ethical standards in dealing with employees and customers,
contributing to society, and applying recycling principles whenever possible.
Vargo and Lusch (2004a, b) stressed value-in-use for the customer. In accordance
with a service-centred view, Vargo and Lusch (2004a) argued that value is defined by
and co-created with the customers, rather than being embedded in output, in defined
products or service attributes. According to this view, value is perceived by the
The current issue and full text archive of this journal is available at
www.emeraldinsight.com/0960-4529.htm
MSQ
16,3
230
Managing Service Quality
Vol. 16 No. 3, 2006
pp. 230-246
q Emerald Group Publishing Limited
0960-4529
DOI 10.110.
Business with words: Language programs that generate revenue and impact commu...University of Calgary
Business with words: Language programs that generate revenue and impact communities - A presentation given at the University of Calgary that revealed the results of the economic impact of ESL programs on the city of Calgary.
Exlporing the Significance of Professional Noticing in Work-Based LearningIsabell Grundschober
The concept of "professional noticing" has gained attention in various fields, including
education and healthcare. Professional noticing refers to the ability to observe and interpret
relevant information in a given professional context, leading to informed decision-making
and learning. This conference presentation pro-vides a synthesis of research articles that
explore professional noticing in different domains. Drawing upon these research findings
the presentation will analyse practical examples in the field of entrepreneurship. We will
explore how entrepreneurs-in-training as well as experienced entrepreneurs in continuing
education can cultivate and harness their noticing abilities within diverse WBL settings in
higher education and vocational education. Furthermore, we'll identify transversal elements
of professional noticing that can guide the design of effective work-based learning
experiences in various fields.
Poster presented at the American Association of Behavioral and Social Science...Berea College
In 2019, one trail, the Pinnacle at Indian Fork Mountain was selected by Outside Magazine at the No.1 hiking venue in Kentucky. In 2018 with the official designation of two U.S. Bicycle Routes (USBR 21 and 23), Kentucky achieved now ranks 5th overall (856 miles) in a list of states with the most number in the national networks. IN 2015 the CIty of Berea became the 11th certified Kentucky Trail Town. These achievements were designed and executed by the EPG students as a result of the trail-based community economic development projects.
The poster presented at the American Association of the Behavior and Social Sciences and illustrates the teaching approach and community partner outcomes.
SERVICE LEADERSValues-based service brandsnarratives fr.docxbagotjesusa
SERVICE LEADERS
Values-based service brands:
narratives from IKEA
Bo Edvardsson and Bo Enquist
Service Research Center, Karlstad University, Karlstad, Sweden, and
Michael Hay
IKEA North America
Abstract
Purpose – The purpose of this paper is to present a model for values-based service brands grounded
in values-based service management. In undertaking this task, the paper addresses two research
questions: “What is the role of values in creating customer value and corporate identity?” and “How
can values and corporate identity be communicated to customers and thus contribute to
customer-perceived service value?”.
Design/methodology/approach – Based on five narratives from a value-driven company, IKEA,
the paper proposes a model of values-based service brands in action. The model is based on
interpretations of how IKEA manages and communicates values in practising values-based service
management.
Findings – The study distinguishes four types of “values” in the example of IKEA: economic, social,
environmental, and communication-based. These are incorporated into the model.
Originality/value – This is the first study of the role of values-based service brands in creating
value in use for customers.
Keywords Value added, Brands, Customer service management, Corporate identity
Paper type Research paper
1. Introduction
Brands are among the most fundamental and enduring assets of a firm (Martin et al.,
2005). However, in services-management research, little attention has been devoted to
the question of how a perception of value-in-use can be communicated to customers
through values-based service brands. The importance of communicating values in
business is illustrated in the contemporary utilisation of such approaches as “corporate
social responsibility” (CSR) (Zadek, 2004; Kotler and Lee, 2005) and “triple bottom-line
thinking” (Elkington, 1997, 2001) to create stakeholder value (Post et al., 2002). In
accordance with these approaches, companies try to avoid aligning themselves with
negative values – for example, environmental pollution or exploitation of cheap labour
(especially child labour) – which can result in negative publicity and value being
destroyed. Rather, companies strive to be associated with attractive values – for
example, high ethical standards in dealing with employees and customers,
contributing to society, and applying recycling principles whenever possible.
Vargo and Lusch (2004a, b) stressed value-in-use for the customer. In accordance
with a service-centred view, Vargo and Lusch (2004a) argued that value is defined by
and co-created with the customers, rather than being embedded in output, in defined
products or service attributes. According to this view, value is perceived by the
The current issue and full text archive of this journal is available at
www.emeraldinsight.com/0960-4529.htm
MSQ
16,3
230
Managing Service Quality
Vol. 16 No. 3, 2006
pp. 230-246
q Emerald Group Publishing Limited
0960-4529
DOI 10.110.
Business with words: Language programs that generate revenue and impact commu...University of Calgary
Business with words: Language programs that generate revenue and impact communities - A presentation given at the University of Calgary that revealed the results of the economic impact of ESL programs on the city of Calgary.
Exploring scholarship and scholarly activity in college-based Higher Education
cv for website 2016
1. FIONA ANDERSON-GOUGH : CURRICULUM VITAE
PERSONAL DETAILS
Dr Fiona Anderson-Gough
Warwick Business School
Principal Teaching Fellow in Accounting (previously Reader)
My research explores professionalism and accountability within the discipline of Accounting.
The profession and its calculative practices face numerous commercial and ethical challenges and so
this is a contested and changing terrain. My research approaches the experience of doing accounting
and being an accountant in a variety of ways designed to explore the multi-faceted nature of
professional identity, currently: individual socialisation/professionalization (workplace and classroom);
accounting education and professional socialisation understood as the formative process of generating
a relation to knowledge (Foucauldian approach) with a focus on the power and accountability
relationships within that process; diversity in the accountancy profession.
My research directly informs my teaching and administrative interest in developing educational
experiences that work with the ethical at the same time as the technical relation to knowledge.
Education/Qualifications
1995 -2002 University of Leeds
PhD (part-time): “On becoming the new accounting expert” (external examiner: Prof.
Hugh Willmott, Pass with minor corrections)
2000 - 2001 Post-Graduate Certificate in Post-Compulsory Education (“Warwick Teaching
Certificate”)
The University of Warwick
1986-89 University of Leeds. B.A. 2(i) Honours Degree in Philosophy & Psychology.
Appointments Held
Current Posts
Jan 2013 - Principal Teaching Fellow, WBS
Jan. 2007 - Reader in Accounting, Warwick Business School, University of Warwick,
Jan 2013 Coventry, CV4 7AL
Previous Posts
Aug. 2005- - University Lecturer, Said Business School, University of Oxford, Park End
Dec. 2006 Street Oxford OX1 1HP
- Fellow, Templeton College, University of Oxford
- Member. Clifford Chance Centre for the Management of Prof. Service Firms
1
2. Oct. 2004 - Associate Fellow, The University of Warwick
2007
Sept. 2003- Senior Lecturer (Critical Accounting and Management), Management Centre,
July 2005 University of Leicester.
June 2000 - Lecturer in Accounting, Warwick Business School, The University of Warwick,
Sept 2003 Coventry CV4 7AL.
Including:
April 2002 - Associate Director for ICAEW (CBP) funded project (with Prof. Keith
Dec 2003 Hoskin): “Between workplace and qualification: engineering integrative
learning”
June 2000 - Associate Director for ICAEW (CBP) funded project (with Prof. Keith
Dec. 2001 Hoskin): “Best practice in professional training: promoting integrative
learning through engineering institutional linkages”
Jan. 1999 Research Associate
Mar. 2000 Manchester School of Management, UMIST (ICAEW funded)
&
Sep. 1998 Honorary Lecturer, Manchester School of Management, UMIST
Aug. 2000
Jan. 1998 Project Officer. Manchester School of Management, UMIST
Dec. 1998 (EU funded)
May 1997 Research Associate. Manchester School of Management, UMIST.
Dec. 1997 (EU funded)
Oct. 1995 Research Officer. School of Business and Economic
Mar. 1997 Studies. The University of Leeds.(ICAEW funded)
Nov. 1994 Senior Research Assistant. The Centre for Research into Flexible Working.
Oct. 1995 Department of Psychology. The University of Wales Swansea. (EU funded)
Jun. 1993 Research Officer. School of Business and Economic Studies. The University
Nov. 1994 of Leeds.(ESRC funded)
Aug. 1990 Research Analyst, The Psychology Business Ltd., Department of
Jun. 1993 Psychology. The University of Leeds.
Membership of Learned Societies
British Accounting and Finance Association Member
Graduate member of The British Psychological Society
Teaching Awards
March 2012 Awarded STARS of Warwick Award “Best Lecturer for Feedback” (Student Union,
University wide initiative)
2
3. WBS Outstanding Contribution Certificates: 14-15 UG and Masters (latest only listed)
PUBLICATIONS AND PRESENTATIONS
Under Review
Anderson-Gough, F., Edgley, C & Sharma, N. (forthcoming) Computer-Assisted Qualitative Analysis
Software. Chapter 25 in Zahirul Hoque, Lee Parker, Mark Covaleski & Kathryn Haynes (eds) The
Routledge Companion To Qualitative Accounting Research Methods.
Bentos da Silva, J., Llewellyn N. & Anderson-Gough, F. “Oral-aural accounting and the management
of the Jesuit Corpus” with Accounting, Organizations & Society
Work in Progress:
Anderson-Gough, F. Edgley, C. & Sharma, N. “Making sense of diversity: beyond ‘in the name of the
client’? Presented at the Interdisciplinary Perspectives in Accounting Conference Stockholm July 2015
Refereed Journals
Edgley, C. Sharma, N & Anderson-Gough, F. (2016) “Diversity and professionalism in the Big Four
firms: Expectation, celebration and weapon in the battle for talent”. Critical Perspectives on
Accounting 35 pp.13-34
Anderson-Gough, F. & Brown, R. (2008) “University management practices, accounting, gender and
institutional denial” Invited debate piece Pacific Accounting Review 20 (2) pp.94-101 (50:50)
Anderson-Gough, F., Grey, C. & Robson, K. (2006) “Professionals, Networking and the Networked
Professional” in R. Greenwood & R. Suddaby, Research in the Sociology of Organizations, Volume 24,
Professional Service Firms pp. 231 - 256
Anderson-Gough, F., Grey, C. & Robson, K. (2005) “ ‘It’s a case of helping them to forget that you’re
actually a woman’: the Organizational Embedding of Gender Relations in Multi-national Audit Firms”
Accounting, Organizations and Society Vol. 30, No. 5, pp.469-490
Anderson-Gough, F., Grey, C. & Robson, K. (2002) “Accounting professionals and the accounting
profession: linking conduct and context”, Accounting and Business Research, Vol. 32 No.1, pp. 41-56
Silvester, J., Anderson-Gough, F.M., Anderson, N.R. & Mohamed, A.R. (2002) “Locus of control,
attributions and impression management in the selection interview” Journal of Occupational and
Organizational Psychology, 75, pp. 59-76
Anderson-Gough, F., Grey, C. & Robson, K. (2001) “Tests of time: organizational time-reckoning and
the making of accountants in two multi-national accounting firms”, Accounting, Organizations and
Society, 26, 2, 99-122
Anderson-Gough, F., Grey, C. & Robson, K. (2000) “In the Name of the Client: the Service Ethic in Two
International Accounting Firms”, Human Relations, 53, 9, 1151-1174
3
4. Ogden, S.G. & Anderson, F. (1999) “The Role of Accounting in Organisational Change: Promoting
Performance Improvements in the Privatised U.K. Water Industry”, Critical Perspectives on Accounting
10, 91-124
Anderson, F., Grey, C. & Robson, K. (1998) “‘Work Hard, Play Hard’: An Analysis of Cliché in Two
Accountancy Practices”, Organization, 5 (4), 565-592
Ogden, S.G. & Anderson F.M (1995) " Representing Customer's Interests: the Case of the UK
Privatised Water Industry", Public Administration, 73 (4), 535-559.
Books
Anderson-Gough, F., Grey, C. & Robson, K. (1998) Making Up Accountants: The organizational and
professional socialization of trainee chartered accountants. Ashgate: London.
Book Chapters
Anderson-Gough, F (2009) “Accounting Education” in Dick Edwards & Steven Walker (eds.) Routledge
Companion to Accounting History. Abingdon: Routledge pp. 297-316
Anderson-Gough, F. (2004) “Using Computer Assisted Qualitative Data Analysis Software: Respecting
Voices within Data Management and Analysis” Christopher Humphrey & Bill Lee (eds). The Real Life
Guide to Accounting Research. Elsevier Press pp.373-390.
Hoskin, K & Anderson-Gough, F. (2004) “The context of learning in professional work environments: a
case study of the accountancy profession” in H. Rainbird, A. Fuller, & A. Munro (eds.) Workplace
Learning in Context. London: Routledge pp.71-88
Reports
Anderson-Gough, F., Chatterjee, P., Gough, M., Hoskin, K. & Lucas, U. (2011) “Between Workplace
and Qualification: Engineering integrative learning” ICAEW Centre for Business Performance Report
Anderson-Gough, F. & Hoskin, K. (July 2008) ‘Specialisation Plus’: The Key to Tomorrow’s Profession
Today ? ICAEW Briefing London: ICAEW
Hoskin, K. & Anderson-Gough, F. (2001) Creating the Added Value Business Advisor: Re-engineering
Accounting Knowledge and Learning Final Report to ICAEW
Hoskin, K., Anderson-Gough, F, & Jones, C (2000) Creating the Added Value Business Advisor: Re-
engineering Accounting Knowledge and Learning Interim Report to ICAEW
Anderson-Gough, F., Geddes, B., Hoskin, K. & Robson, K. (1999) Training and Socialization in Small
and Medium Sized Accountancy Firms: Making the Accounting Literate Business Professional Report
to ICAEW (Education and Training Directorate)
Anderson-Gough, F., Geddes, B., Hoskin, K. & Robson, K. (1998) Training Accountants for the 21st
Century European Regional Development Fund summary report.
Anderson-Gough, F., Knights, D., McLean, C. & Ewels, J. (1997) Personal Finance Education within
Schools ESRC project sub-report.
4
5. Grey, C., Robson, K. & Anderson, F. (1997) Pass Rates Research: The Trainees’ Experience. Sub-
Report 2 in Hoskin, K. & Geddes, B. (1997) ICAEW Pass Rates Research: Final Report. Report to the
ICAEW Education and Training Directorate
Grey, C., Robson, K. & Anderson, F. (1996) Professional Socialization in Chartered Accountancy
Practices: Making Up Accountants Report to ICAEW (Research Board)
Book Reviews
In European Accounting Review (2011) Book: DeLong, T.J. Gabarro, J.J. and Lees, R.J. (2007) When
Professionals Have to Lead: A New Model for High Performance Harvard Business School Press 20
(1), pp. 198-202
Other
Anderson-Gough, F. (2013) “The Accountancy Profession” –invited piece for the Wiley Encyclopaedia
of Management
Research Grants and Contracts
2014: Edgley, C, Sharma, N. Anderson-Gough, F & Robson, K. Managing Diversity
ICAEW £5,000 (with supplementary award from IPARG)
February 2003 £5,000 Research Performance Award –from Warwick Business School
“Promising Young Researcher”
March 2002 As part of an ESRC seminar series on ‘Organisational Change and Identity’
(managed by P Gleadle, Cranfield), an allocation for arranging and hosting a
seminar at the University of Leicester
ESRC £1,880
April 2002- Hoskin, K, Anderson-Gough, F. & Lucas, U.
Dec. 2003 Between workplace and qualification: engineering integrative learning
ICAEW £119, 847
Hoskin initially Principal
Sep 2000- Hoskin, K & Anderson-Gough, F
Dec 2000 Best practice in professional training: promoting integrative learning through
engineering institutional linkages.
ICAEW £9,977
Hoskin Principal
Jan. 1999 Grey, C., Robson, K., & Anderson-Gough, F.
Professional Socialization and Career Development
ICAEW: £45, 505
Grey & Robson Principal
5
6. May 1998 Hoskin, K., Robson, K., Anderson-Gough, F., & Geddes, B.
Training and Socialization of Accountants in Small and Medium Sized
Accountancy Firms.
ICAEW: £15,000
Hoskin Principal
NATIONAL AND INTERNATIONAL RECOGNITION
July 2016 Faculty Member, Doctoral Colloquium, 8th Asia-Pacific Interdisciplinary Research in
Accounting Conference Melbourne Australia
2008 Committee Member Cardiff Business School’s Interdisciplinary Perspectives on
Accounting Group
May 2004 – Member of academic panel for Professional Oversight Board for Accountancy’s
Jan. 2005 (part of the Financial Reporting Council) profession-wide review of education and
training. This included participation in an ‘expert group meeting’ – Sept. 2004.
Nov 2002- Member of the Management Research Advisory Panel for the National College
Jun. 2005 for School Leadership (3 year appointment)
Research Supervision
Start Date Qual Completion
Environmental
Acc.
(Foucauldian)
2007 PhD Awarded 2013
Philosophy of
Management
Acc.
2011 PhD Ongoing (TW)
Foucauldian
Analysis of staff-
student
relationships
May 2012 PhD Awarded 2014
Supervised MSc dissertations at WBS since 2011
Other Teaching-Related
External examiner PhD,
• Puja Ladva August 2015 The University of Sydney A critical ethnography of time management
in a knowledge intensive firm
• Kris Hardies. December 15th
2011, Vrije University, Brussels “The Gendered Production of Audit
Quality”
Internal examiner PhD:
• Michelle O’Toole 2013 (with P Stiles, Cambridge)
6
7. • Valerie Hamilton 2013 (with Prof. Gibson Burrell)
• Audrey Cook 2009 (with Prof Nic Beech)
• Fleur Diggines 2009 (with Prof Laura Empson)
2010 – 2012/13 External examiner, Cardiff Business School’s Undergraduate Accounting degrees (16
modules)
2003- External examiner University of Sunderland, School of Education: Business Education
2007
Teaching History (main modules/topics)
Undergraduate: Accounting Theory (WBS)
Corporate Governance and Narrative Reporting (WBS)
Introductory Accounting (WBS, Leicester, Advanced Intro at Oxford)
Strategic Management Accounting (WBS 2001-2003)
Post-Graduate Accounting Theory (WBS MScAF)
Research Methodology (WBS)
ADMINISTRATION AND OTHER SERVICE
Oct 2013 - Course Director: Accounting and Finance BSc
Dissertation Co-ordinator MScAF
Jan 2007 –Sep 2010 Head of Group related duties: De Facto Deputy HoG (09-10)
-Teaching Plan and Group Office review and
development (8 mths as incoming Head of Group)
- Member of Group Advisory/Steering Group
- Academic Manager of Group Office (8mths)
- UG Exams Rep
- Research/Teaching Away Days Organiser
Accounting Group rep: Academic Policy and Practice Committee
ICAEW Undergraduate Partnership Programme co-ordinator and
lead WBS developer (2009 to 2012)
WBS Rep on Faculty Graduate Appeals Committee
Aug 05-Dec 06 Member of Templeton College Governing Body
7
8. Sept 2003- Deputy Director of Studies (University of Leicester, Management)
Oct 2004 Chair, Distance Learning Programmes Committee
Member of Leicester’s QAA Developmental Engagement Team
Sept 2003- Member - Admissions Panel (University of Leicester, Management)
July 2005 Distance Learning Programmes Committee
DLPC Monitoring Panel
Finance Committee/Executive Committee
Research Committee (04-05)
Undergraduate Committee (03-04)
Feb 2003 Appointed as Member of Warwick Business School Research Committee
- Aug 2003
Oct 2000- Undergraduate Admissions, Accounting and Finance Degree, Warwick Business
-Sept 2003 School
Editorial Work
Referee for:
Accounting, Auditing and Accountability Journal
Accounting Education: An International Journal
Accounting, Organizations and Society
Critical Perspectives in Accounting
Human Relations
CV prepared on 23 March 2016
8