Research Areas

• Customer Relationship Marketing; Service Innovations; Services Marketing; Brand Management

Recent Consulting

• Corporate - ABB, Aventis, B2K Corporation, Caterpillar India, Cognizant Technology Services, Hughes Escorts Communications Ltd., Macmillan India, Bosch, Otto Bilz India, Philips India, Ericsson, SKF, TMTC, TCS
• NGOs - PRADAN & Sanskriti
• Government - Department of Pharmaceuticals (Ministry of Chemicals), Indian Railways, National Council for Hotel Management, National Council of Science Museums, Power Ministry, TRIFED, IFFCO, Ministry of Tourism

Academic Positions

• IIM Bangalore : December 2001- present
• Management Development Institute Gurgaon : September 1997- December 2001
• Visiting Faculty : Audencia Nantes School of Management & IESEG School of Management (France), Bocconi University (Milan), Curtin University of Technology (Perth), Goteborg University (Sweden), St. Gallen University (Switzerland), Vienna University & MCI Innsbruck (Austria), and the American University of Armenia (Yerevan).

Other Assignments

• Sterling Holiday Resorts International Ltd. : Manager - Marketing, May 1996- August 1997
• Coal India Ltd. (WCL, Nagpur) : Junior Mining Engineer, September 1989- June 1992

Academic/ Corporate / Public Leadership

• Editor-in-Chief: Journal of Indian Business Research, Emerald Publishing (UK)

Awards

• Best Professor in Marketing' (2011) Award by CMO Asia Council ‘Best B-Schools in Asia Awards', Singapore
• P D Agarwal TCI Award for Doctoral Research in Management (1995)
• CITIBANK Special Research Award (1994)

Significant Publications

Books

1. G. Shainesh and Jagdish N Sheth (2006), Customer Relationship Management - A Strategic Perspective, Macmillan India: New Delhi
2. Jagdish N. Sheth, Atul Parvatiyar and G. Shainesh (Eds.), Customer Relationship Management - Emerging Concepts, Tools and Applications,( 13th Reprint 2010), Tata McGraw Hill: New Delhi

Journal Articles

1. Shainesh, G. (2012), ‘Effects of Trustworthiness and Trust on Loyalty Intentions: Validating a Parsimonious Model in Banking', International Journal of Bank Marketing, Vol. 30, Iss: 4 267 - 279.
2. Gehrt, K., Rajan, M. N., Shainesh, G., Czerwinski and O'Brien, M. (2012), ‘The Emergence of Internet Shopping in India: Identification of Shopping Orientation-Defined Segments' International Journal of Retail and Distribution Management (Accepted for publication)
3. Jan H. Schumann, Florian v. Wangenheim, Anne Stringfellow, Zhilin Yang, Vera Blazevic, Sandra Praxmarer, G. Shainesh, Marcin Komor, Randall M. Shannon, and Fernando R. Jiménez (2010) "Cross-Cultural Differences in the Effect of Received Word of Mouth Referral in Relational Service Exchange", Journal of International Marketing, September Vol. 18, No. 2, pp. 62-80
4. Jan H. Schumann, Florian v.Wangenhei, Anne Stringfellow, Zhi Lin Yang, Sandra Praxmarer, Fernando R. Jime´nez, Vera Blazevic, Randall M. Shannon, Shainesh G, and Marcin Komor, (2010) ‘Drivers of Trust in Relational Service Exchange: Understanding the Importance of Cross-Cultural Differences' Journal of Service Research, November, Vol. 13, 4: pp. 453-468.
   
5. Sheth, J.N., Sisodia, R. and Shainesh, G. (2005), ‘How Competition will Shape Indian Markets', Journal of Marketing & Communication, Vol. 1, No.1, May, pp. 1-17
   
6. Sheth, J.N. and Shainesh, G. (2005), ‘Customer Relationship Management - The Strategic Imperatives', Revue Francais du Marketing, May, pp. 85-98
   
7. Malhotra,N.K. Ulgado, F.M, Agarwal, J., Shainesh, G. and Wu, L. (2005), ‘Dimensions of Service Quality in Developed and Developing Economies: Multi-Country Cross-Cultural Comparisons', International Marketing Review, Vol. 22, No. 3, pp. 256-278
   
8. Shainesh, G. (2004), ‘Understanding Buyer Behavior in Software Services - Strategies for Indian Firms', International Journal of Technology Management, Vol. 28, No. 1, pp. 118-127.
   
9. Pisharodi, R. M., Angur, M., Shainesh, G. (2003), ‘Relationship Strategy, Effectiveness, and Responsiveness in Services Marketing' Journal of Relationship Marketing Volume 2, No. 1/2, pp. 3-22
   
10. Shainesh, G. and Sharma, T. (2003), ‘Linkages Between Service Climate and Service Quality - A Study of Banks in India', IIMB Management Review, September, pp. 74-81
    
11. Shainesh, G., and Mathur, M. (2000), ‘Service Quality Measurement: The Case of Railway Freight Services', Vikalpa, July - September, pp. 15-22.
    

International Conference Proceedings

• G. Shainesh, Alka Citrin and Naresh Malhotra (Eds.) (2002), Proceedings of the international conference ‘Marketing of Technology Oriented Products and Services in the Global Environment' at the IIM Bangalore, December 27-28, 2002, ISBN 81-901475-0-2

Chapters in Books / Papers in Conference Proceedings / Roundtable

1. Shainesh, G. Zeeshan Sultan, and Jurgen Weigand (2012) ‘Market Entry and Expansion Strategies of Indian IT Firms into the European IT Outsourcing Industry , in Ulrich Bäumer, Peter Kreutter and Wolfgang Messner (Eds.) (2012), ‘Globalization of Professional Services: Innovative Strategies, Successful Processes, Inspired Talent Management, and First-Hand Experiences, Springer: London, pp. 23-32. http://www.amazon.com/dp/3642291805/ref=rdr_ext_tmb  
2. Gehrt, K., Rajan, M. N., Shainesh, G., Czerwinski and O'Brien, M. ‘Emergence of Online Shopping in India: Shopping Orientation Segments. AMA Summer Marketing Educators Conference 2012 "Marketing in the Socially-Networked World: Challenges of Emerging, Stagnant & Resurgent Markets", August 17-19, 2012, Chicago http://www.marketingpower.com/Calendar/Documents/2011/SMEC%202012%20Draft%20Program.pdf  
3. Malhotra, Naresh K., James Agarwal and G. Shainesh (2012) ‘A Cross-National and Cross-Cultural Comparison of Consumers' Service Quality Perception and Satisfaction: Exploring the Moderating Role of Uncertainty Avoidance', International Conference in Marketing, January 2012. Indian Institute of Management Lucknow, India http://www.iiml.ac.in/iiml_marketing/index.html  
   
4. Gossain, A. and Shainesh, G. (2011) ‘Impact of Service Recovery Fairness Perceptions On Customer Relationships' 2011 Academy of Marketing Science (AMS) World Marketing Congress, Reims School of Management, July 19-23. http://www.ams-web.org/cde.cfm?event=305386  
5. Shainesh, G. and Nagadevara, V. (2011) ‘An Approach to Engaging with Customers Enrolled in Rewards Program', 12th International Conference of the Society for Global Business & Economic Development (SGBED), Singapore Management University, July 21-23. http://sbus.montclair.edu/sgbed/conference/12/
6. V Srinivasan , G. Shainesh and Anand K Sharma (2009), ‘An Approach to Customer-Based, Cost-Effective Service Enhancement: An Application to the Indian Railways Passenger Service' at the Third Great Lakes-NASMEI Marketing Conference during December 18-19, 2009 at Great Lakes Institute of Management, Manamai Campus, Chennai.
   
7. Anuj Gossain and G. Shainesh (2009), ‘Consequences of Service Recovery Fairness Perceptions: An Experimental Investigation' accepted for presentation for the Quality in Services Symposium, QUIS 11, in Wolfsburg, Germany, June 11-14, 2009.
   
8. Thomas Joffi, Ashok Pratap Arora & G. Shainesh (2009), ‘Effects of Customer Trust on Word of Mouth Communication: Examining Customer-Brand Relationship' in Conference on Asia-Pacific Advances in Consumer Research, Association for Consumer Research (ACR) & Indian School of Business (ISB) Hyderabad during January 2-4, 2009 at Hyderabad.
   
9. Thomas, Joffi., Ashok Pratap Arora and G. Shainesh (2008) ‘Effects of Customer Trust on Purchase Intentions: Examining Customer-Brand Relationship' in Proceedings GREAT LAKES - NASMEI International Marketing Conference on Creating, Communicating, and Delivering Value, Dec. 22-23, 2008, Great Lakes Institute of Management Chennai.
   
10. Shainesh, G. and Messner, W. (2007), ‘Trust Building Process: People vs. Technology Intensive Service Interactions' presented at the International Marketing Conference on ‘Creating, Communicating, and Delivering Value in Growing Markets' Kotler-Srinivasan Center for Research in Marketing, Great Lakes Institute of Management, Chennai, and North American Society for Marketing Education in India during December 21-22, 2007.
    
11. G. Shainesh (2006), ‘Marketing and Sustainability - Emerging Opportunities for Profitable Growth: Discussions' IIMB Management Review, March, pp. 69-84.
    
12. Naresh K. Malhotra, James Agarwal, Francis M. Ulgado and G Shainesh (2006), ‘Differences in Perceived Service Quality Between Developed and Developing Countries: How Developing Countries Can Improve Their Competitiveness in the Outsourcing of Services', Proceedings of the IMRC2006 - Global Competitiveness through Outsourcing: Implications for Services & Manufacturing, July 13 - 15, 2006, Bangalore, India.
    
13. G. Shainesh and Debanjan Dasgupta (2005), ‘Transitioning from Services to Products: A Roadmap for Software Service Providers', Proceedings of the 12th Biennial World Marketing Congress (Organised by the Academy of Marketing Science), July 6-9, 2005 at Muenster, Germany
    

Article in Business Periodicals

• Shainesh, G. (2007), ‘Environment-friendly Tag is not yet a Selling Point in India' Economic Times, August 16.
  
• Messner, Wolfgang and Shainesh G, (2006), ‘Retail Market India: Paradise for Foreign Banks', Die Bank, September, pp. 8-13.
  
• Shainesh, G., and Ramneesh, M., (2000), 'The Super intendance of Customer Kinship', Business and Strategy, August, pp. 19-22.