********** TEACHING **********

His focus is on CRM, Services Marketing, and Service Innovations


********** CONSULTATION **********

He has worked for several organizations in the public, the non-profit and the corporate sectors, including telecom, software, engineering and service firms, both as an advisor and as a seminar leader. His clients include ABB, Aventis Pharma, Department of Pharmaceuticals, Caterpillar, Ericsson, Indian Oil, Manipal Universal, NCSM, Philips, SKF, Indian Railways, IFFCO, ICPB, Ministry of Tourism, Power Ministry, TRIFED, Sanskriti, Pradan, etc.


********** AWARDS **********

At IIMB, he leads the cross functional research initiative on consumer insights {LINK REMOVED}https://bit.ly/2L1o4P6 . His case study Narayana Nethralaya: Expanding Affordable Eye Care won the second prize in the GlobaLens 2014 NextBillion Case Writing Competition. He was named ‘Best Professor in Marketing’ by the CMO Asia Council during the ‘Best B-Schools in Asia Awards’, July 2011, Singapore. He is also a past winner of the Citibank Special Research Award (1994) and P D Agarwal TCI Award for Doctoral Research in Management (1995).


********** SERVICE **********

He is Editor-in-Chief of the Journal of Indian Business Research (JIBR), an Emerald (UK) publication. His papers on services and relationship marketing have been published in the MIS Quarterly, Journal of Service Research, Journal of International Marketing, Journal of Services Marketing, Service Industries Journal, International Journal of Bank Marketing, International Journal of Retail and Distribution Management, International Journal of Technology Management, Journal of Relationship Marketing, International Marketing Review, among others.


********** EDUCATION **********

Fellow, IIM Bangalore, India, 1996
BTech, Indian School of Mines, Dhanbad, India, 1989


********** RESEARCH **********

His books include ‘Social Media Marketing: Emerging Concepts and Applications’, (2018, Palgrave Macmillan), Customer Relationship Management – A Strategic Perspective (2006, Trinity Press) and Customer Relationship Management – Emerging Concepts, Tools and Applications (21st Reprint 2017; McGraw Hill, New Delhi). Shainesh’s online course on CRM {LINK REMOVED}http://bit.ly/2Biye8A is offered on edX.

Significant Publications

Books:

Githa Heggde and G., Shainesh (Eds.) (2018), ‘Social Media Marketing: Emerging Concepts and Applications’, Palgrave Macmillan.
G. Shainesh and Jagdish N. Sheth (2006), Customer Relationship Management - A Strategic Perspective, (Trinity Press, Laxmi Publications).
Jagdish N. Sheth, Atul Parvatiyar and G. Shainesh (Eds.), Customer Relationship Management - Emerging Concepts, Tools and Applications, (21st Reprint 2017), McGraw Hill Education.
Journal Articles:

Sergej von Janda, G. Shainesh, Christina Maria Hillebrand (2020), ‘Studying Heterogeneity in the Subsistence Consumer Market: A Context-Sensitive Approach’, Journal of International Marketing, https://journals.sagepub.com/doi/abs/10.1177/1069031X20974326
Von Janda, Sergej., Kuester, S., Schuhmacher, M.C. and Shainesh, G. (2020). What frugal products are and why they matter: A cross-national multi-method study. Journal of Cleaner Production, 246, p.118977. https://www.sciencedirect.com/science/article/pii/S0959652619338478
Gopalakrishnan Narayanamurthy, Roger Moser, Yves Sutter, G. Shainesh, (2017) "Indian healthcare value chain – status quo not a sustainable solution", Journal of Asia Business Studies, Vol. 11 Issue: 4, pp.481-506,
Anup Krishnamurthy and G. Shainesh (2017) "Snubbing the old to embrace the new: the impact of cross-buying on the usage of existing services", Journal of Services Marketing, (forthcoming),
Srinivasan,V., Shainesh, G. and Anand Sharma, (2015), ‘An Approach to Prioritize Customer-Based, Cost-Effective Service Enhancements’, The Service Industries Journal, {LINK REMOVED}http://bit.ly/1JDcZyc.
Shirish Srivastava and G Shainesh (2015), ‘Bridging the Service Divide Through Digitally Enabled Service Innovations: Evidence from Indian Healthcare Service Providers' , MIS Quarterly, Vol. 39, No. 1 (March), pp. 245-267.
Nominated for European Research Paper of the Year 2016 award {LINK REMOVED}http://bit.ly/20KhKwU
On Page 17 {LINK REMOVED}http://bit.ly/1qOs8qT
Vinekar A, Gilbert C, Dogra M, Kurian M, Shainesh G, Shetty B and Bauer N (2014) ‘The KIDROP model of combining strategies for providing retinopathy of prematurity screening in underserved areas in India using wide-field imaging, tele-medicine, non-physician graders and smart phone reporting'. Indian Journal of Ophthalmology; 62 (1), 41-9.
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.
Gehrt, K., Rajan, M. N., Shainesh, G., Czerwinski, D. and O’Brien, M. (2012), ‘Emergence of Online Shopping in India: Shopping Orientation Segments’ International Journal of Retail and Distribution Management, Vol. 40, Iss: 10, pp. 742 - 758.
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.
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. 3, pp. 62–80.
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.
Sheth, J.N. and Shainesh, G. (2005), ‘Customer Relationship Management – The Strategic Imperatives’, Revue Francais du Marketing, May, pp. 85-98.
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.
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.
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
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.
Shainesh, G., and Mathur, M. (2000), ‘Service Quality Measurement: The Case of Railway Freight Services’, Vikalpa, July – September, pp. 15-22.
International Conference Proceedings:

Shainesh, G., Citrin, A., and Malhotra, N. (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:

Shirish A., Srivastava S.C., Shainesh G. (2020) Can Technology Be Leveraged for Bridging the Rural-Urban Divide?. In: Hattingh M., Matthee M., Smuts H., Pappas I., Dwivedi Y., Mäntymäki M. (eds) Responsible Design, Implementation and Use of Information and Communication Technology. I3E 2020. Lecture Notes in Computer Science, vol 12067. Springer, Cham. https://doi.org/10.1007/978-3-030-45002-1_25
G. Shainesh (2018), ‘Customer Centricity in the Digital Age: Rediscovering Value’ i