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Dr. Katrin Dreyer-Gibney

L&D Project Manager (Human Resources)
HOUSE 4, COLLEGE

Research Fellow (Trinity Business School)

Katrin Dreyer-Gibney holds a PhD from the Trinity Business School, an MBA from the Open University, and a Business degree from the College of Commerce in Munich, Germany. Her teaching involves working with undergraduate and graduate students as well as executives in Ireland, Germany and the UK. Katrin's research and development interests focus on improving practice and advancing theory in sustainable service operations and new service development through participatory methodologies such as collaborative action learning, action research and action oriented leadership. She worked with both private and public sector organisations including BMW, Hilton International, Hertz and the Health Service Executive. Katrin is currently working with the National Federation of Group Water Schemes (Ireland) and the National Trust in Wales on a collaborative action learning project, aimed at developing innovation capabilities. For over 30 years, Katrin held leadership roles in the international service industry, in higher education, global shared services, publishing, health services, retail and the hospitality industry. Throughout her career, Katrin combined academic engagement with practice. In parallel to her teaching and research engagement in the Trinity Business School, Katrin holds a senior management role in the Trinity Human Resources Department.
  Action Research   NEW SERVICE DEVELOPMENT   OPERATIONS MANAGEMENT   Publicly Funded University   SERVICE MANAGEMENT
Language Skill Reading Skill Writing Skill Speaking
English Fluent Fluent Fluent
French Medium Medium Medium
German Fluent Fluent Fluent
Details Date From Date To
European Association of Operations Management 2012
Member, Organising Committee of the European Operations Management Association Conference, Dublin 2013
Ana de Almeida Kumlien, Paul Coughlan, Katrin Dreyer-Gibney, Aonghus McNabola, Learning to innovate through action learning, collaborative prototyping and demonstration, International Product Development Management Conference, Leicester, UK, 3-4 June 2019, 2019, Conference Paper, PUBLISHED
Dreyer-Gibney, Katrin & Coughlan, Paul, Changing emphases in serial New Service Development - the role of learning mechanisms, EurOMA, Operations Management in an Innovation Economy, Palermo, 2014, 2014, Conference Paper, PUBLISHED
Dreyer-Gibney, Katrin, New Challenges and Opportunities for Insider Action Research in New Service Development: Making the first move, 7th International EurOMA Service Operations Management Forum (SOMF), Tilburg, September 2014, 2014, Conference Paper, PUBLISHED
Dreyer-Gibney, Katrin & Coughlan, Paul, New Service Development As A Complex Adaptive System: Extending the Concept to the Publicly Funded University, 20th EurOMA Conference, Operations Management at the Heart of the Recovery, Dublin, Ireland, June 07 -12 , edited by B. Fynes & P. Coughlan , 2013, pp90 - 90, Conference Paper, PUBLISHED
Dreyer-Gibney, Katrin & Coughlan, Paul, New service development in the university sector:, 4th World P&OM annex 19th International EurOMA Annual, Amsterdam, July 01-05 2012, 2012, Conference Paper, PRESENTED
  

Dreyer-Gibney, Katrin, 'The Correlation between business drivers and customer satisfaction, Driving Excellence Magazine, Quarter 3, 2006, Journal Article, PUBLISHED
Dreyer-Gibney, Katrin, Customer comments: Why it makes sense to include customer feedback in prioritising service delivery, Driving Excellence Magazine , Quarter 2, 2006, Journal Article, PUBLISHED
Dreyer-Gibney, Katrin, Measuring Service Excellence: Customer Satisfaction and Value Creation, Driving Excellence Magazine , Quarter 2, 2005, Journal Article, PUBLISHED
Dreyer-Gibney, Katrin, Customer Satisfaction: Customer advocacy and purchasing behaviour as vehicles for growth , Driving Excellence Magazine , Quarter 4, 2004, Journal Article, PUBLISHED
Dreyer-Gibney, Katrin, Customer Satisfactions Surveys: Setting up an in-house customer satisfaction monitoring system, Driving Excellence Magazine, Quarter 2, 2004, Journal Article, PUBLISHED