Projects per year
Personal profile
Biography
Syed Mahmudur Rahman joined the Macquarie Business School (MQBS) in January 2020. His research focuses on customer experience (CX) and customer engagement (CE), and he is particularly interested in omnichannel marketing. His work has appeared in highly ranked journals such as the Journal of Retailing (JR), International Journal of Information Management (IJIM), and Journal of Services Marketing (JSM). He has received multiple research grants at MQBS. Syed regularly runs research seminars and workshops on the scale development process, online survey techniques and best practices, mean-end-chain theory and laddering technique driven data collection process. Syed has also integrated contemporary CX theories and research methods into his teaching units, such as Marketing Media Insights, Know Your Customers, and Strategic CX.
Syed has completed his PhD in Marketing Management from the University of Newcastle (UoN), Australia, in December 2019. He came into the PhD with an MBA (UoN; with distinction) and a Bachelor of Computer Engineering (University of Wollongong, Australia). In 2003, during his undergraduate studies, Syed co-founded a start-up e-commerce business. Syed’s substantial experience with e-commerce business management led him to develop the curriculum for multiple digital marketing units at UoN (2017-2020) and Brac University (2014-2016). For superior teaching performances at UoN, Syed received the ‘Excellence in Teaching for a Sessional Staff’ award in 2017. Syed worked with General Electric (GE), Australia as a systems engineer for six years (2008-2014), where he received GE’s Above & Beyond Award for ‘Inclusiveness at work’ in 2012.
Research interests
- Customer experience (CX)
- Customer engagement (CE)
- Measurement model development / Scale development
- Omnichannel retailing
Teaching
- Marketing analytics
- Consumer insights
- Digital marketing
- Sales and personal selling
Education/Academic qualification
Marketing Management, PhD, University of Newcastle
Apr 2016 → Dec 2019
Award Date: 13 Dec 2019
Management, MBA (with distinction), University of Newcastle
Jan 2012 → Jun 2014
Award Date: 17 Jun 2014
Engineering, BE.Eng (Computer), University of Wollongong
Jan 2002 → Dec 2006
Award Date: 13 Dec 2006
External positions
Sessional Academic, University of Newcastle
Jan 2017 → Dec 2019
Senior Lecturer, BRAC University
Jun 2014 → Mar 2016
Systems Engineer, General Electric (GE)
Jan 2008 → Jun 2014
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Network
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OCX: Customer experience in omnichannel retailing
Rahman, S., Carlson, J., Gudergan, S., Wetzels, M. & Grewal, D.
17/04/16 → …
Project: Research
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Customer engagement in social commerce
Carlson, J., Rahman, S., Wyllie, J., Vilches-Montero, S., Aldhamiri, A. & Moghddam, H.
1/03/21 → …
Project: Research
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SafeCX: Safe customer experience in omnichannel retailing
Rahman, S., Carlson, J., Chowdhury, N., Gudergan, S., Wetzels, M. & Grewal, D.
17/08/20 → …
Project: Research
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Integrate HubSpot Academy content and CRM into undergraduate sales unit
Rahman, S. & Cooke, M.
14/05/21 → 21/11/21
Project: Teaching
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Perceived omnichannel customer experience (OCX): Concept, measurement, and impact
Rahman, S. M., Carlson, J., Gudergan, S., Wetzels, M. & Grewal, D., 3 Apr 2022, (E-pub ahead of print) In: Journal of Retailing.Research output: Contribution to journal › Article › peer-review
Open Access -
SafeCX: A framework for safe customer experience in omnichannel retailing
Rahman, S. M., Carlson, J. & Chowdhury, N. H., 7 Jun 2022, In: Journal of Services Marketing. 36, 4, p. 499-529 31 p.Research output: Contribution to journal › Article › peer-review
Open AccessFile -
Engaging Gen Y customers in online brand communities: A cross-national assessment
Carlson, J., Rahman, S. M., Rahman, M. M., Wyllie, J. & Voola, R., Feb 2021, In: International Journal of Information Management. 56, p. 1-16 16 p., 102252.Research output: Contribution to journal › Article › peer-review
14 Citations (Scopus) -
Measuring customers’ perception of omnichannel retail quality and assessing its impact on customer engagement
Rahman, S. M., Dec 2019, (Unpublished) 200 p.Research output: Thesis › Doctoral Thesis
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Consumer expectation from online retailers in developing E-commerce market: An investigation of generation Y in Bangladesh
Rahman, S. M., 1 Jul 2015, In: International Business Research. 8, 7, p. 121-137 17 p.Research output: Contribution to journal › Article › peer-review
Open AccessFile402 Downloads (Pure)
Prizes
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Commonwealth Government PhD scholarship (RTP)
Rahman, Syed (Recipient), Apr 2016
Prize: Other distinction
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File
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Vice-chancellor’s Award for High Achievers in MBA
Rahman, Syed (Recipient), Jun 2014
Prize: Other distinction
Activities
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Perceived omnichannel customer experience (OCX) - Research seminar at Macquarie University, Australia (F2F and Online)
Syed Rahman (Keynote speaker), Siggi Gudergan (Invited speaker) & Jamie Carlson (Invited speaker)
6 May 2022Activity: Talk or presentation › Presentation
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OCX framework published in the Journal of Retailing - Research seminar at James Cook University, Australia (Online)
Syed Rahman (Invited speaker), Jamie Carlson (Invited speaker) & Siggi Gudergan (Speaker)
4 May 2022Activity: Talk or presentation › Invited talk
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Scale development methodology - Research seminar at Ludwig-Maximilians-University Munich, Germany (Online)
Syed Rahman (Invited speaker), Siggi Gudergan (Invited speaker) & Jamie Carlson (Invited speaker)
14 Jun 2022Activity: Talk or presentation › Invited talk
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Safe customer experience (SafeCX) - Research seminar at the University of Newcastle, Australia (F2F and Online)
Jamie Carlson (Speaker), Syed Rahman (Invited speaker) & Noman Chowdhury (Invited speaker)
25 Mar 2022Activity: Talk or presentation › Invited talk
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Omnichannel customer experience (OCX) - Research seminar at The University of Western Australia (Online)
Syed Rahman (Invited speaker), Jamie Carlson (Invited speaker) & Siggi Gudergan (Invited speaker)
3 Aug 2022Activity: Talk or presentation › Invited talk
Press / Media
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Research article mentioned in the podcast hosted by the CEO of the National Retail Association
23/06/22
1 item of Media coverage, 1 Media contribution
Press/Media: Research
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Contribution to the Customer Experience (CX) and User Experience (UX) related discussion in the media
16/04/22 → 17/05/22
7 Media contributions
Press/Media: Public Engagement Activities
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Expert comments in Customer Experience (CX) and User Experience (EX) related discussions in the media
14/04/22 → 17/05/22
14 Media contributions
Press/Media: Expert Comment
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Reference to the SafeCX framework in blogs and news articles
27/04/22 → 14/05/22
2 items of Media coverage
Press/Media: Other
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Reference to the OCX framework in blogs and news articles
12/04/22 → 10/05/22
8 items of Media coverage
Press/Media: Other
Impacts
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Fourteen distinct safety/security elements for safe customer experience in omnichannel retailing
Syed Rahman (Participant), Jamie Carlson (Participant) & Noman Chowdhury (Participant)
Impact: Commercial impacts, Society impacts, Policy impacts
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The OCX framework: A new omnichannel customer experience measurement tool
Syed Rahman (Participant), Jamie Carlson (Participant), Siegfried Gudergan (Participant), Martin Wetzels (Participant) & Dhruv Grewal (Participant)
Impact: Commercial impacts, Organisation impacts