Management & Marketing
Northern Kentucky University
Ph. D. (Marketing),
University of Pittsburgh (1982)
MBA (Marketing), I.I.M., India.
BE (Mech. Engr.), B.I.T.S., India.
Areas of Interest
Topics of Expertise.
Business Seminar & Presentation Topics*.
q ValueSpaceÔ: A Sustainable Competitive Advantage for Customer Retention
q Growing Your Business: Prescriptions for Uncertain Times
q Customer Value: How to Implement It
q Customer Value: The Most Potent Tool for Marketing Executives
q Build Value and They Will Come Knocking – The End of All Your Sales Blues
q Building Customer Value in Every Sales Encounter – Its Every Sales Executive’s Job
q Total Quality and Customer Value: Linking Baldrige Assessment to Customer Value Drivers
q Harnessing Quality in Organizations for market Leadership: The Experience of World’s Most Admired Companies.
q Brand Equity: What it is, how to measure it, and how to build it?
q Brand Equity: The Key to Sustainable Advantage and Profitability
q Brand Equity: Building a Brand Online and Offline.
q Brand Equity: The Role of the CEO, the Brand manager, and Everyone in Between
q Market-Orientation: Bridging the Gap between Prophesy and Practice
q Creating Customer Experience: The Final Goal of Service Businesses
q Creating Customer Experience: Using Touch-points to Amaze Customers
q Misapplication of Service Wisdom in Services Communications
q Customer Satisfaction: Squeezing the Data for Insights.
q Value-Added Services: From Laundry List to Thinking Systematically
q Customer Service: From Catch-all Slogan to Strategic Capability
* Presentations and speeches adaptable to audience sizes of 30 to 500. Seminars entail hands-on exercises and are adaptable from 2 hour to 2 day formats , for groups of 20 to 100.
ValueSpace -- Winning the Battle for Market Leadership: Lessons From The World's Most Admired Companies, (with Jag Sheth) McGraw Hill, 270 pages, June 2001.
Customer Behavior: Consumer Behavior and Beyond, Dryden Press, 850 pages, 1999. (with Jag Sheth and Bruce Newman.)
Selected Scholarly Journal Papers.
(A more complete list can be seen in my Academic Vita)