诺丁汉大学商学院(中国)
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Sathyaprakash Balaji Makam

创业学、市场营销与管理系统系系主任,市场营销学副教授 , 诺丁汉大学商学院(中国)

学历

印度特许金融分析师学院博士,德拉敦,2010年
印度特许金融分析师学院金奈商学院工商管理硕士,2003年
印度班加罗尔大学牙科本科学位,2000年

联系方式

 Sathyaprakash Balaji Makam

简介

个人简介

Balaji 于2015年加入宁波诺丁汉大学,是市场营销学的副教授。在此之前,他曾任教于马来西亚泰莱大学的商学院,以及印度特许金融分析师学院位于海德拉巴的商学院以及其高等教育基金大学。在进入学术界之前,他还曾在印度医疗保健行业工作过三年多。

他的研究兴趣主要在服务营销、顾客关系营销和品牌管理。他目前从事多个研究,包括顾客关系质量、服务失败、负面口碑以及社交传媒。他曾在《商业研究》、《酒店管理》、《服务营销》、《服务业》等权威营销类杂志上发表文章。

教学简介

本科

  • 营销服务

研究简介

我希望理解顾客对服务的评价。因为服务的特点就是社交互动,我的研究重点是服务供应者与顾客之间的互动以及互动的结果。更具体地说,我目前的研究集中在雇员-顾客互动、服务失败和口碑交流。

研究兴趣

  • 服务营销
  • 服务失败和恢复
  • 社交媒体负面口碑交流
  • 顾客关系质量
  • 顾客关系营销

发表文章

  1. Rambalak Yadav, Balaji, M.S., & Charles Jebarakirthy. (2019). “How psychological and contextual factors contribute to traveler’s propensity to choose green hotels?”, International Journal of Hospitality Management, Vol.77, January, pp. 385-395 (ABS 3 and Impact Factor: 3.912).
  2. Jha, S., Balaji, M.S., Kumar Ranjan, & Sharma Arun. (2019). “Effect of Service-Related Resources on Employee and Customer Outcomes in Trade Shows”, Industrial Marketing Management, Vol. 76, pp. 48-59 (ABS 3 and Impact factor: 3.166).
  3. Ankur. S & Balaji, M.S. (2018). “Attitude towards Global Brands in Emerging Markets: Differences in Brands from Emerging and Developed Markets”, Marketing Intelligence and Planning (ABS 1).
  4. Roy, S. K., Balaji, M.S., Ali, Q. and Quaddus, M. (2018). “Predictors of customer acceptance and resistance of smart technologies in the retail sector”, Journal of Retailing and Consumer Services, Vol. 42, May, pp. 147-160(ABS 2)
  5. Balaji. M.S., Jha, Subhash, Sarkar, Aditi, & Krishnan, Balaji. (2018). “Are cynical customers satisfied differently? Role of negative inferred motive and customer participation in service recovery”, Journal of Business Research, Vol. 86, pp. 109-118.(ABS 3 and Impact factor  3.354).
  6. Roy, S.K., Balaji, M.S., Soutar, G., Lassar, W. & Roy, R. (2018) “Customer engagement behavior in individualistic and collectivistic markets”, Journal of Business Research, Vol. 86, May, pp. 281-290. (ABS 3 and Impact factor  3.354).
  7. Zach Lee, Tommy Chan, Balaji, M.S. & Alain Chong (2018). “Why People Participate in the Sharing Economy: An Empirical Investigation of Uber”, Internet Research, 28(3), 829-850 (Impact factor: 2.931).
  8. Roy, S. K., Balaji, M. S., Sadeque, S., Nguyen, B. and Melewar, T. C. (2017), “Constituents and Consequences of Smart Customer Experience in Retailing”, Technological Forecasting and Social Change, Vol. 124, pp. 257-270. (ABS 3 and Impact factor 2.678).
  9. Roy, S.K., Balaji, M.S., Kesarwani, A., & Shekon, H. (2017), “Predicting Internet banking adoption in India: A perceived risk perspective”. Journal of Strategic Marketing, Vol. 25, No. 5-6, pp. 418-438 (ABS 2).
  10. Balaji, M. S., Roy, S. K., & Quazi, A. (2017). Customers’ emotion regulation strategies in service failure encounters. European Journal of Marketing, Vol. 51, No. 5/6, pp. 960-982. (ABS 3 and Impact factor 1.088).
  11. Jha, S., Balaji, M. S., Yavas, U., & Babakus, E. (2017). Effects of frontline employee role overload on customer responses and sales performance: moderator and mediators. European Journal of Marketing, Vol. 51, No. 2, pp. 282-303 (ABS 3 and Impact factor 1.088).
  12. Balaji, M. S. and Roy, S. K. (2017), “Value co-creation with Internet of things technology in the retail industry”, Journal of Marketing Management, Vol. 33, No. 1-2, pp. 7-31 (ABS 2).
  13. Balaji, M. S., Roy, S. K. and Lassar, W. M. L. (2017), “Language Divergence in Service Encounters: Revisiting Its Influence on Word-Of-Mouth”, Journal of Business Research, Vol. 72, March, pp. 210-213 (ABS 3 and Impact factor 3.354).
  14. Goh S.K. & Balaji M.S. (2016). “Linking Green Skepticism to Green Purchase Behaviour”, Journal of Cleaner Production, 131, pp. 629-638 (Impact factor: 4.959).
  15. Balaji, M.S., Khong Kok Wei & Alain Chong (2016), “Determinants of Negative Word-of-Mouth Communication using Social Networking Sites”, Information & Management, Vol. 53, No. 4, pp. 528-540 (ABS 3 and Impact factor: 2.163).
  16. Balaji, M.S., Roy, Sanjit & Saalem Sadique. (2016), “The Antecedents and Consequences of University Brand Identification”, Journal of Business Research, Vol. 69, No. 8, pp. 3023-3032(ABS 3 and Impact factor 2.129).
  17. Balaji, M.S., Roy, Sanjit & Khong Kok Wei. (2016), “Does Relationship Communication Matter in B2C Service Relationships?”, Journal of Services Marketing, Vol. 30, No. 2, pp. 186-200 (ABS 2 and Impact factor 1.021).
  18. Sanjit Kumar Roy & Balaji, M. S. (2015), “Measurement and validation of online financial service quality (OSFQ)”, Marketing Intelligence & Planning, Vol. 34, No. 3, pp. 1004-1026 (ABS 1).
  19. Balaji, M.S., Jha, Subhash, & Stafford, Marla. (2015), “Customer e-complaining behaviours using social media”, The Service Industries Journal, Vol. 35, No. 11-12, pp. 633-654(ABS 2 and Impact factor 0.832).
  20. Sarkar, A., Balaji, M.S., & Krishnan Balaji. (2015). “How Customers Cope with Service Failure? A Study of Brand Reputation and Customer Satisfaction”, Journal of Business Research, Vol. 68, No. 3, pp. 665-674 (ABS 3 and Impact factor 1.480).
  21. Payling, Yu, Balaji, M.S., & Khong Kok Wei. (2015). “Building trust in internet banking: A trustworthiness perspective”, Industrial Management & Data Systems, Vol. 115, No. 2, pp. 235-252 (ABS 2 and Impact factor 1.226).
  22. Ponnam, A., Sreejesh S., & Balaji, M. S. (2015), “Investigating the effects of product innovation and ingredient branding strategies on brand equity of food products”, British Food Journal, Vol. 117, No. 2. pp. 523-537 (ABS 1 and Impact factor 0.772).
  23. Lee, H.S.S., Balaji, M.S., & Khong K.W. (2015) “An investigation of online shopping experience: effects of gender differences”, Journal of Internet Commerce, Vol. 14, No. 2, pp. 233-254.
  24. Balaji, M.S. (2015). “Investing in customer loyalty: The moderating role of relational characteristics”, Service Business: An International Journal, Vol. 9, No.1, pp. 17-40 (Impact factor 0.645).
  25. Ponnam, A. & Balaji, M. S. (2015). “Developing consumer-based brand equity model using a motivational perspective”, The Marketing Review Journal, Vol. 15, No.1, pp. 3-16.
  26. Jha, Subhash & Balaji, M.S. (2015). “I know it so I do not need to touch it: Role of brand familiarity in tactile product evaluation”, Indian Journal of Marketing. Vol. 45, No. 2, pp. 7-19.
  27. Balaji, M.S. & Rajdeep Chakraborti. (2015). “Stadium Atmosphere: Scale Development and Validation in Indian Context”, Journal of Indian Business Research. Vol. 7, No. 1, pp. 45-66.
  28. Balaji, M.S. (2014). “Managing customer citizenship behavior: A relationship perspective”, Journal of Strategic Marketing. Vol. 22, No. 3, pp. 222-239 (ABS 2).
  29. Ponnam A. & Balaji, M.S. (2014). “Matching visitation-motives and restaurant attributes in casual dining restaurants”, International Journal of Hospitality Management, Vol. 37 No. 2, pp. 47-57 (ABS 2 and Impact factor 1.939).
  30. Afshan, N., Chakrabarti, D., & Balaji, M. S. (2014). “Exploring the Relevance of Employee Productivity-Linked Firm Performance Measures: An Empirical Study in India”, Journal of Transnational Management, Vol. 19, No. 1, pp. 24-37.
  31. Balaji, M.S. and Aditi Sarkar. (2013). “Does successful recovery mitigate failure severity? A study of the behavioral outcomes in Indian Context”, International Journal of Emerging Markets, Vol. 8 No. 1, pp. 65-81.
  32. Padmavathy, C., Balaji, M. S. & Siva Kumar, V.J. (2012). “Measuring effectiveness of customer relationship management in Indian retail banks”, International Journal of Bank Marketing, Vol. 30, No. 4, pp. 246-266 (ABS 1).
  33. Ponnam, A., Debajani, S. & Balaji, M.S. (2011). “Satisfaction-based segmentation: Application of Kano model in Indian fast food industry”, Journal of Targeting, Measurement and Analysis for Marketing, Vol. 19, No. 3-4, pp. 195-205 (ABS 1).
  34. Balaji, M.S., Srividya, R. & Subhash Jha (2011). “Role of tactile and visual inputs in product evaluation: A multisensory perspective”, Asia Pacific Journal of Marketing and Logistics, Vol. 23, No. 4, pp. 513-530.
  35. Balaji, M.S. & Diganta, C. (2010). “Student interactions in online discussion forum: Empirical research from ‘media richness theory’ perspective”, Journal of Interactive Online Learning, Vol. 9, No. 1, pp. 1-22.

其他参考文章

  1. Roy Sanjit, Saleem Sadeque and Balaji M. S. (2019), “Building a trustworthy university brand: An inside-out approach” in Bang Nguyen, Melewar, T.C., and Hemsley-Brown, Tane (eds.), Strategic Brand Management in Higher Education, Routledge.
  2. Balaji, M.S., Sanjit Roy, Aditi Sarkar, Alain Chong (2017), “User Acceptance of IoT Applications in Retail Industry” in Lee (ed.), The Internet of Things in the Modern Business Environment, IGI Global, pp. 28-49.
  3. Gupta, N., Balaji, M. S. and Roy, S. K. (2016), “Impact of Cultural Factors on Indian Consumers’ Brand Preference”, in Nguyen, B., Melewar, T.C., and Schultz, D.E. (eds.), Asia Branding: Connecting Brands, Consumers and Companies, Palgrave MacMillan, in press (forthcoming).
  4. Balaji, M.S., Sanjit Roy, Aditi Sarkar, Alain Chong (forthcoming), “User Acceptance of IoT Applications in Retail Industry” in Lee (ed.), The Internet of Things in the Modern Business Environment, IGI Global, in press (forthcoming).
  5. Roy, Sanjit & Balaji, M. S. (2016). Creating smart customer experiences, Business News Western Australia. https://www.businessnews.com.au/article/Creating-smart-customer-experiences
  6. My paper “Does successful recovery mitigate failure severity? A study of the behavioral outcomes in Indian context” published in International Journal of Emerging Markets has been selected by the Journal’s Editorial Team as a Highly Commended Paper of 2013 (co-authored with Aditi Sarkar). 

奖项

  1. 2018 Highly Commended Award 
  2. 2017 Best paper award in Journal of Marketing Management