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

701 Tappan Street

Ann Arbor, MI MI 48109

United States

  • University of Michigan, Stephen M. Ross School of Business

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    • Tel: 734-763-6749
SCHOLARLY PAPERS

18

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Scholarly Papers (18)

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1.

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 3,666 (5,401)
Citation 7

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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 at Ann Arbor and Michigan State University - Eli Broad College of Business
Downloads 2,051 (13,601)
Citation 9

Abstract:

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customer satisfaction; customer service; customer relationship management; offshore; outsource

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 1,096 (34,969)

Abstract:

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Consumer search costs, competition, consideration set formation, empirical, survey

4.

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 811 (53,256)
Citation 3

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Capabilities, software services, strategy

5.

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 545 (88,719)

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Outsourcing, custom software, offshore development, hedonic Price

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 South Florida and University of Michigan, Stephen M. Ross School of Business
Downloads 433 (117,119)
Citation 10

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IT professionals, MBA degree, IT Experience, Tenure, Compensation, Human Capital

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 South Florida and University of Michigan, Stephen M. Ross School of Business
Downloads 380 (136,056)

Abstract:

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RFID, Information Technology, Adoption, Benefits, Business Value of IT

8.

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
Wayne State University - Mike Ilitch School of Business, Carnegie Mellon University - David A. Tepper School of Business and University of Michigan, Stephen M. Ross School of Business
Downloads 165 (308,511)

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9.

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 146 (341,586)
Citation 1

Abstract:

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innovation, customer-focus, complexity

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 South Florida and University of Michigan, Stephen M. Ross School of Business
Downloads 46 (684,893)
Citation 8

Abstract:

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BPO, capabilities, information systems, IT, offshoring, organizational economics, organizational learning, outsourcing

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 22 (866,186)
Citation 1

Abstract:

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offshoring, outsourcing, BPO, outcomes, capabilities, client, configuration, vendor, location, quality, cost, time

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 South Florida and University of Michigan, Stephen M. Ross School of Business

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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 South Florida and University of Michigan, Stephen M. Ross School of Business

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Information Technology, Service-Oriented Architecture, Alliances, Tobin’s Q, Business Value of IT

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 South Florida

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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 South Florida

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Causal Analysis, Potential Outcomes, Propensity Score, Matching Estimator, Customer Relationship Management Systems, Electronic Commerce

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 South Florida, University of Michigan, Stephen M. Ross School of Business and University of Michigan at Ann Arbor

Abstract:

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Information Technology, Customer Satisfaction, Customer Relationship Management, Firm Performance

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 South Florida, University of Michigan, Stephen M. Ross School of Business and University of Michigan at Ann Arbor

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customer relationship management, customer knowledge, customer satisfaction, information technology

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 at Ann Arbor, University of South Florida, Michigan State University - Eli Broad College of Business and University of Michigan, Stephen M. Ross School of Business

Abstract:

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Customer Satisfaction, Stock Prices, Stock Returns, Risk, Market Value, Stock portfolios