Dr. Lorraine Headley-Raeburn was awarded the Doctorate in Business Administration in December 2020 from the Sagicor Cave Hill School of Business and Management, University of the West Indies.
Her research focused on how companies, particularly those in the hospitality industry, can use customer perspectives and feedback to boost the quality of their services and products, especially given the extensive use of online customer feedback mechanisms such as TripAdvisor and the growing influence of the voice of the customer.
Her study adds to the body of work such that organizations can improve their marketplace identity and customer reputation, derive insight driven strategic objectives, and more ably utilize their strategic resources for competitive gain while enhancing both customer and stakeholder satisfaction.
Her research also highlighted the fact that broad diversity matters at all levels of the organization and even more so at the governance and executive level, particularly in the area of diversity of thought and perspectives.
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