Research Areas

• Customer Relationship Marketing; 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, Satyam Computer Services, 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 (France), Bocconi University (Milan), Curtin University of Technology (Perth), Goteborg University (Sweden), St. Gallen University (Switzerland), Vienna University (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

• 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. 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
2. 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.
   
3. 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
   
4. Sheth, J.N. and Shainesh, G. (2005), ‘Customer Relationship Management - The Strategic Imperatives', Revue Francais du Marketing, May, pp. 85-98
   
5. 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
   
6. 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.
   
7. 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
   
8. 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
   
9. 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. 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.
   
2. 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.
   
3. 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.
   
4. 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.
   
5. 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.
   
6. G. Shainesh (2006), ‘Marketing and Sustainability - Emerging Opportunities for Profitable Growth: Discussions' IIMB Management Review, March, pp. 69-84.
   
7. 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.
   
8. 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.

Working Paper

• V Srinivasan , G. Shainesh and Anand K Sharma (2010), ‘An Approach to Customer-Based, Cost-Effective Service Enhancement’
• Shainesh, G. and Jaiswal, M. P. (March 2001), 'An Exploration of the Impact of IT on the Business Processes of Commercial Banks in India, Working Paper, Management Development Institute.

Case Studies

• Shainesh, G., and Arora, A. P. (1999), ‘L'Oreal - Strategies for the Indian Market' Proceedings of the North American Case Research Association's NACRA 1999 Meeting during October 28-30, 1999 at Sonoma County, Santa Rosa, California.
  
• National Museum - The Marketing Challenges