Author Page for Mayuram S. Krishnan

Customer Satisfaction for Financial Services: The Role of Products, Services, and Information Technology

Ross School of Business Paper No. 99-004

Number of pages: 42 Posted: 07 May 1999

Mayuram S. Krishnan, Venkatram Ramaswamy, Mary C. Meyer and Paul Damien

University of Michigan, Stephen M. Ross School of Business, University of Michigan, Stephen M. Ross School of Business, University of Georgia - Department of Statistics and University of Texas at Austin - McCombs School of Business

Downloads 3,483 (2,772)

Citation 2

Abstract:

2.

How Does Customer Service Offshoring Impact Customer Satisfaction?

Whitaker, J., M.S. Krishnan, C. Fornell, F. Morgeson. "How Does Customer Service Offshoring Impact Customer Satisfaction?" Journal of Computer Information Systems, published online 01/24/19, Forthcoming in print

Number of pages: 40 Posted: 08 Nov 2007 Last Revised: 08 Jul 2019

Jonathan Whitaker, Mayuram S. Krishnan, Claes Fornell and Forrest V. Morgeson

University of Richmond, Robins School of Business, University of Michigan, Stephen M. Ross School of Business, University of Michigan and American Customer Satisfaction Index

Downloads 1,876 (7,975)

Citation 5

Abstract:

3.

The Consumer Online Purchase Decision: A Model of Consideration Set Formation and Buyer Conversion Rate Across Market Leaders and Market Followers

Number of pages: 21 Posted: 08 Jan 2004

Neveen Awad, Michael D. Smith and Mayuram S. Krishnan

Stephen M. Ross School of Business at the University of Michigan, Carnegie Mellon University - H. John Heinz III School of Public Policy and Management and University of Michigan, Stephen M. Ross School of Business

Downloads 1,024 (20,690)

Abstract:

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Where Do Capabilities Come from and How Do They Matter? A Study in the Software Services Industry

Strategic Management Journal, Vol. 26, No. 1, pp. 25-45, 2005

Number of pages: 46 Posted: 03 Jun 2004

Sendil K. Ethiraj, Prashant Kale, Mayuram S. Krishnan and Jitendra Singh

University of Michigan - Stephen M. Ross School of Business, University of Michigan at Ann Arbor, University of Michigan, Stephen M. Ross School of Business and University of Pennsylvania - Management Department

Downloads 780 (30,556)

Abstract:

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Determinants of Price in Custom Software: A Hedonic Analysis of Offshore Development Projects

Number of pages: 37 Posted: 27 Jul 2004

Sendil K. Ethiraj, Prashant Kale, Mayuram S. Krishnan and Jitendra Singh

University of Michigan - Stephen M. Ross School of Business, University of Michigan at Ann Arbor, University of Michigan, Stephen M. Ross School of Business and University of Pennsylvania - Management Department

Downloads 506 (54,153)

Abstract:

6.

Human Capital and Institutional Effects in the Compensation of Information Technology Professionals in the United States

Management Science, (54:3) 2008, pp. 415-428 , Robert H. Smith School of Business Research Paper No. 888

Number of pages: 32 Posted: 10 May 2006 Last Revised: 08 Jun 2014

Sunil Mithas and Mayuram S. Krishnan

University of Maryland - Robert H. Smith School of Business and University of Michigan, Stephen M. Ross School of Business

Downloads 416 (68,913)

Citation 4

Abstract:

7.

A Field Study of RFID Deployment and Return Expectations

Production and Operations Management, Vol. 16, No. 5, pp. 599-612, 2007

Number of pages: 32 Posted: 29 May 2008 Last Revised: 02 Sep 2014

Jonathan Whitaker, Sunil Mithas and Mayuram S. Krishnan

University of Richmond, Robins School of Business, University of Maryland - Robert H. Smith School of Business and University of Michigan, Stephen M. Ross School of Business

Downloads 360 (81,649)

Abstract:

8.

Does Complexity Deter Customer-Focus?

Strategic Management Journal, Forthcoming

Number of pages: 53 Posted: 13 Nov 2010

Sendil K. Ethiraj, Narayan Ramasubbu and Mayuram S. Krishnan

University of Michigan - Stephen M. Ross School of Business, University of Pittsburgh - Katz Graduate School of Business and University of Michigan, Stephen M. Ross School of Business

Downloads 123 (227,273)

Abstract:

9.

Learning in a Disruptive Customer Engagement Platform: An Empirical Analysis in the Banking Industry

Ross School of Business Paper No. 1331

Number of pages: 36 Posted: 08 Sep 2016 Last Revised: 19 Jan 2018

Ajit Sharma, Yan Huang and Mayuram S. Krishnan

Carnegie Mellon University - David A. Tepper School of Business, Carnegie Mellon University - David A. Tepper School of Business and University of Michigan, Stephen M. Ross School of Business

Downloads 109 (248,205)

Abstract:

10.

Organizational Learning and Capabilities for Onshore and Offshore Business Process Outsourcing

Journal of Management Information Systems (26:3) 2011, 11-42, Robert H. Smith School Research Paper No. RHS 2634242

Number of pages: 44 Posted: 23 Jul 2015

Jonathan Whitaker, Sunil Mithas and Mayuram S. Krishnan

University of Richmond, Robins School of Business, University of Maryland - Robert H. Smith School of Business and University of Michigan, Stephen M. Ross School of Business

Downloads 28 (474,261)

Citation 5

Abstract:

11.

How Client Capabilities, Vendor Configuration and Location Impact BPO Outcomes

Whitaker, J., S. Kumar, M.S. Krishnan. "How Client Capabilities, Vendor Configuration and Location Impact BPO Outcomes," Journal of Computer Information Systems (58:2) 2018, 180-191

Number of pages: 22 Posted: 08 Jul 2019

Jonathan Whitaker, Sanjeev Kumar and Mayuram S. Krishnan

University of Richmond, Robins School of Business, University of Michigan, Stephen M. Ross School of Business and University of Michigan, Stephen M. Ross School of Business

Downloads 2 (635,340)

Citation 1

Abstract:

12.

Leveraging Customer Involvement for Fueling Innovation: The Role of Relational and Analytical Information Processing Capabilities

Forthcoming in MIS Quarterly, Robert H. Smith School Research Paper No. RHS 2698499

Posted: 03 Dec 2015

Terence Saldanha, Sunil Mithas and Mayuram S. Krishnan

Washington State University, Carson College of Business, University of Maryland - Robert H. Smith School of Business and University of Michigan, Stephen M. Ross School of Business

Abstract:

13.

The Effect of Information Technology-Enabled Flexibility on Formation and Market Value of Alliances

Tafti, Ali, Sunil Mithas, and M.S. Krishnan, “The Effect of Information Technology-Enabled Flexibility on Formation and Market Value of Alliances,” Management Science (59:1) 2013

Posted: 06 Mar 2012 Last Revised: 12 Jun 2014

Ali R. Tafti, Sunil Mithas and Mayuram S. Krishnan

University of Illinois at Chicago, University of Maryland - Robert H. Smith School of Business and University of Michigan, Stephen M. Ross School of Business

Abstract:

14.

From Association to Causation via a Potential Outcomes Approach

Information Systems Research, Vol. 20, No. 2, pp. 295-313, 2009

Posted: 15 Feb 2010

Mayuram S. Krishnan and Sunil Mithas

University of Michigan, Stephen M. Ross School of Business and University of Maryland - Robert H. Smith School of Business

Abstract:

15.

Do CRM Systems Cause One-to-One Marketing Effectiveness?

Statistical Science, Vol. 21, No. 2, pp. 223-233, 2006

Posted: 15 Feb 2010

Daniel Almirall, Mayuram S. Krishnan and Sunil Mithas

Duke University - Medical Center, University of Michigan, Stephen M. Ross School of Business and University of Maryland - Robert H. Smith School of Business

Abstract:

16.

Information Technology, Customer Satisfaction, and Profit: Theory and Evidence

Information Systems Research, 2016, Forthcoming

Posted: 10 May 2006 Last Revised: 03 Feb 2016

Sunil Mithas, Mayuram S. Krishnan and Claes Fornell

University of Maryland - Robert H. Smith School of Business, University of Michigan, Stephen M. Ross School of Business and University of Michigan

Abstract:

17.

Why Do Customer Relationship Management Applications Affect Customer Satisfaction?

Journal of Marketing, Vol. 69, pp. 201-209, October 2005

Posted: 30 Mar 2006

Sunil Mithas, Mayuram S. Krishnan and Claes Fornell

University of Maryland - Robert H. Smith School of Business, University of Michigan, Stephen M. Ross School of Business and University of Michigan

Abstract:

18.

Customer Satisfaction and Stock Prices: High Returns, Low Risk

Journal of Marketing, Vol. 70, No. 1, pp. 3-14, 2006

Posted: 30 Mar 2006

Claes Fornell, Sunil Mithas, Forrest V. Morgeson and Mayuram S. Krishnan

University of Michigan, University of Maryland - Robert H. Smith School of Business, American Customer Satisfaction Index and University of Michigan, Stephen M. Ross School of Business

Mayuram S. Krishnan

University of Michigan, Stephen M. Ross School of Business

Michael R. and Mary Kay Hallman Fellow, and Professor of Business Information Technology

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Scholarly Papers (18)

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