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Full-time three-year funded PhD Studentship - Customer Relationship
Management in (B2C) E-Commerce Environments
The Faculty of Maths & Computing and the Business School, The Open
University, UK
Applications are invited for full-time, three-year funded PhD studentship on
a research project in the area of Customer Relationship Management (CRM) in
(B2C) E-Commerce Environments at the Open University starting 1st August
2003.
The aim of this research project is to determine how service quality and
hence CRM strategies can be incorporated into the design of E-commerce
environments so as to engender customer retention, trust, and loyalty.
Drawing on established service quality models (e.g. SERVQUAL) together with
evolving CRM models, the objective of the proposed research is to build an
integrated conceptual framework for evaluating the quality of E-Commerce
environments. This framework is intended to provide a mechanism that will
enable organisations to identify the factors that will enhance customer
perceived quality within an E-Commerce environment and in turn underpin the
development of robust long-term on-line customer-organisation relationships.
This studentship is a unique opportunity to study for a PhD in a
cross-disciplinary project of Human-Computer Interaction (HCI) and
Relationship Marketing involving two units of the Open University - the
Faculty of Maths & Computing and the Business School. Both these units offer
excellent research training and a stimulating research environment in which
to pursue research, and have a track record of successful research
supervision.
Applicants should have a Masters degree in an area related to one or more of
the following disciplines: HCI, requirements engineering, psychology,
strategy, marketing, or management. The applicant will benefit from a
thorough understanding of HCI. An industry or project experience in the
areas of usability engineering, relationship marketing or consumer behaviour
in E-Commerce environments will be an added advantage. In addition,
applicants should be able to demonstrate significant training and experience
in research methods.
For an informal discussion of the research project linked to this
studentship, please contact Dr Shailey Minocha, ( [log in to unmask]) or
Professor Angus Laing, ( [log in to unmask]). Further particulars of the
studentship and the application form are available from the Recruitment
Secretary, Faculty of Mathematics & Computing, The Open University, Walton
Hall, Milton Keynes MK7 6AA, E-mail: [log in to unmask], or
telephone +44 (0) 1908 654161. Please quote ref. SM1. Closing date for
applications is 12:00 noon on Friday 9th May 2003.
Equal opportunity is University policy.
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