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Working With Our Academics
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The research project that helps this global brand stay sharp

The founder and CEO of the international hairdressing chain, TONI&GUY – Cavaliere Ufficiale Toni Mascolo OBE – is a global business success. Now an Honorary Professor at the Business School, Mr Mascolo opened the first TONI&GUY salon with his brother in South London in 1963. Today, the company is one of the most powerful hairdressing brands in the world.

Giving TONI&GUY the edge

His franchise model and unique academy system redefined hairdressing, elevated the profession and empowered thousands of employees. Mr. Mascolo asked us to help TONI&GUY to understand and further improve customer delight.

Looking at what’s going right

In collaboration with Dr Les Graham a major research project was launched to gain an understanding of TONI&GUY’s service quality and customer satisfaction. The research drew a vast amount of data from across TONI&GUY’s UK business, and was developed to increase understanding of the company’s full service chain, from frontline service worker to regional manager.

Mr Mascolo visited the Business School in May of 2013 to tell the story of his success, and gave an overview of the work we’d conducted with him. Mr Mascolo said:

A head shot of Toni Mascolo“My story, and the story of TONI&GUY, is ultimately about giving people the tools to succeed. Fifty years ago I set out to build a franchise that combined high standards and creativity with individual empowerment. I would say to new managers, ‘Your success is our success, we give you the tools but you make our business great.’ It is a pleasure to be speaking at a School which shares these values, and which shows true commitment to providing the skills to excel.”

Professor Rob Dixon, Dean of the Durham University Business School: “Toni Mascolo’s passion for the betterment of his business and its staff is infectious, and his story exemplifies the entrepreneurial spirit, tenacity and vision that we seek to impress upon our students. We are very grateful for him sharing his time and insight with us. The research we are conducting with TONI&GUY is a superb example of the mutual benefit that’s derived when the worlds of business and academia work closely together.”