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PhD Studentship in Public Services Management and Services Delivery
 The School of Services Management: Market Research Group http://www.bournemouth.ac.uk/mrg/Bournemouth University
Project Title: A MARKET DEFINITION FOR PUBLIC SERVICES AND SERVICE DELIVERY: THE SEGMENTATION OF
MARKETS FOR PUBLIC SERVICES
The purpose of the research is to build profiles of public service user groups using traditional demographic parameters but also building relevant attitudinal and value perspectives into the models to ensure that consultation via panels or conventional surveys is cost effective and representative.
The context for this research is the continued commitment of Government to public consultation and the need to
ensure that the methodologies used for consultation are the most effective given the resources available. The
Government view is encapsulated in The Prime Minister’s Office of Public Services Reform (OPSR): Principles of
Customer Feedback for Research in Public Services thus:
‘We must be bold on reform, opening up public services to a greater diversity of supply, consumer choice and
flexibility of working, ending the ‘one size fits all’ idea of the past’ (Prime Minister, New Year Message, 2003)
‘Reform is not the enemy of social justice and educational advance, but the route to it.' (Prime Minister, November
2002).
OPSR identify 7 principles of customer feedback.
1. We should listen and respond to feedback. All public services should measure and respond to the
satisfaction of their customers,…’
2. At the local level –Customers are not a homogenous group…
3. Ensuring national comparability –Being able to make comparisons in a national context is crucial
4. Segmenting customers – We need to understand varieties of expectation and experience of user groups…
5. Seeking to understand the factors which drive satisfaction – We need to know the factors which make a
difference to people….
6. Reliability and cost effectively – Because of the large scale of surveys their methods must be cost effective and sound…
7. Over time – Customer satisfaction data should be collected over time
These seven principles provide the platform from which the research can develop.
Study information- Qualification:
- PhD
- Study duration:
- 36 months
- Study mode:
- FT
- Entry requirements:
- Candidates for the fully-funded PhD studentship must demonstrate outstanding qualities and be motivated to complete a PhD in 3 years. All candidates must satisfy the School’s minimum doctoral entry criteria for studentships of: an honours degree at Upper Second Class (2.1) and/or an appropriate Masters degree.
- Language requirements:
- An IELTS (Academic) score of 6.5 minimum is essential for candidates for whom English is not their first language.
- Fees:
- Research fees waived
Funding information- Value:
- £12,900 pa maintenance grant
- Funding applies to:
- Other: see Funding notes
- Funding notes:
- The MRG is pleased to offer one of fully funded PhD studentship. Please note within the School of Services Management that only one of these studentships will be offered to an overseas fee-based candidate and the remainder to Home/EU fee-based candidates.
- Funding duration:
- 36 months
Contacts and how to apply- Academic contact:
- Nigel Hemmington
To discuss this opportunity further please contact: nrhemmington@bournemouth.ac.uk
Recent publications by supervisors relevant to this project
Journals
1. S. Cang and H. Yu, Novel Probability Neural Networks for Classification Problems. Journal of IEE Vision, Image and Signal Processing. Vol. 152, No. 5, p535-544, October 2005.
2. S. Cang and D. Partridge, Feature Ranking and Best Feature Subset Using Mutual Information. Journal of Neural Computing & Applications. 13: p175-184, 2004.
Conference Papers
1. S. Cang and H. Yu, Cluster Analysis for Multi-class With High-Dimensional Data. International Conference of Institute of Automation, UK, Sept. 2004.
2. S. Cang and D. Partridge, Revealing Feature Interactions in Classification Tasks. Proc. of the Second International Conference on Hybrid Intelligent Systems. Chile, Dec. 2002.
3. S. Cang and D. Partridge, Analysis of Trauma Missing Data. Proc. of the
Chinese Automation and Computer Society Conference in the UK, China, Sept. 2002.
4. S. Cang and D. Partridge, An Objective Procedure for Bounding the Number of Components in Mixture Models. Proc. of the First International ICSC Congress on Neural Fuzzy Technologies, Cuba, Jan. 2002.
Reports
5. S. Calver Various reports investigating customer experience of Public Services; including, Education, Social Services, Planning, Transport, Healthcare, Crime, Fire Service 2000-2007
6. S Calver and J Reed, Review of Panel Methodology for Community Consultation for The Office of the Deputy Prime Minister 2001
Articles
7. Daengbuppha, Hemmington & Wilkes,“Visitor consumption experience of Thai World Heritage Sites”, to be submitted to Annals of Tourism Research.
8. Morgan, M.,Watson, P. & Hemmington, N., “Extraordinary Consumer Experiences in Leisure: a review of managerial and participant perspectives”, submitted to Managing Leisure: an International Journal.
9. Osman, Hemmington and Bowie“A Transactional Approach to Brand Loyalty in the Hotel Industry”, submitted to International Journal of International Hospitality Management.
10. Morgan, Watson & Hemmington, “Drama in the Dining Room: theatrical perspectives on the food service encounter”, accepted for publication in Journal of Foodservice, January 2008.
11. Daengbuppha, Hemmington & Wilkes,“Using Grounded Theory to Model Heritage Visitor Experiences: Methodological and Practical Issues”, Qualitative Market Research; an International Journal, Vol.9 No.4, 2006, pp367-388. This paper received the Highly Commended Award from Emerald Literati Network Awards for Excellence 2007.
12. Hemmington, N. “From Service to Experience; understanding and defining the hospitality business”, The Service Industries Journal, Vol.27 No.6, pp747-755, September 2007.
13. Hemmington, Bowen, Paraskevas & Wickens, “Satisfying the Basics: Reflections from a consumer perspective of attractions management at the Millennium Dome, London”, International Journal of Tourism Research, Vol.7 No.1, 2005, pp1-10.
14. Kim, Lee, Hemmington & Yun“Competitive Service Quality Improvement (CSQI) a case study in the Fast-Food Industry”, Journal of Foodservice Technology, 2004 No.4, pp75-84.
15. Hemmington & Watson“Managing Customer Expectations – the marketing communications vs service delivery conundrum”, , International Journal of Customer Relationship Management, Vol.5 No.4, 2002, pp271-283.
16. Klenert & Hemmington, “Customer feedback measurement techniques and their implications for hotels”, International Journal of Customer Relationship Management, Vol.4 No.2, 2001, pp103-113.
17. King & Hemmington, “Key dimensions of outsourcing hotel food and beverage services”, International Journal of Contemporary Hospitality Management, Vol.12 No.4, 2000, pp256-261.
18. Osman, Hemmington & Bowie, “Relationship Marketing in the International Hotel Industry; a segmentation based approach”, World Hospitality and Tourism Trends, Vol.1 No.1, pp12-21, 2000.
19. Okumus & Hemmington, "The Change Management Process in Hotels", International Journal of Hospitality Management, Vol.17 No.4, 1998, pp363-374. This paper received the citation of excellence award from Anbar Electronic Intelligence for its outstanding contribution to the literature and body of knowledge (Practical implications).
- Administrative contact and how to apply:
- Information on how to apply can be found on www.bournemouth.ac.uk/studentships
- Application deadline:
- 31 July 2008
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