Initiative for Managing Services
Research
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Select & Recent
Publications
Bendapudi, Neeli and Venkat Bendapudi, "Creating the Living Brand." Harvard Business Review; May 2005, 124p.
Donovan, Todd, Xiang Fang, Neeli Bendapudi and Surendra N. Singh, "Applying Interactional Psychology to Salesforce Management: a Socialization Illustration." Qualitative Market Research: An International Journal; 2/01/2004, Vol.7 Issue 2, p 139, 14p
Berry, Leonard L. and Neeli Bendapudi, "Clueing in Customers," Harvard Business Review; February 2003, Vol.81 Issue 2, p100, 7p, 3c
Bendapudi, Neeli and Robert P. Leone, "Psychological Implications of Customer Participation in Co-Production," Journal of Marketing; January 2003, Vol. 67 Issue 1, p14, 15p.
Bendapudi, Neeli and Robert P. Leone, "Managing Business-to-Business Customer Relationships Following Key Contact Employee Turnover in a Vendor Firm," Journal of Marketing; April 2002, Vol. 66 Issue 2, p83, 19p.
Heneman, R.L., David B. Greenberger, and Julie A. Fox, "Pay Increase Satisfaction: A Reconceptualization of Pay Raise Satisfaction Based on Changes in Work and Pay Practices," Human Resources Management Review; Spring 2002, Vol.12 Issue 1, p63, 12p, 1 chart.
Heneman, Robert L and David B. Greenberger. Human Resource Management in Virtual Organizations. Information Age Publishing, 2002, 381 pages.
Bendapudi, Neeli and Robert P. Leone, "How to Lose Your Star Performer without Losing Customers, Too," Harvard Business Review; November 2001, Vol.79 Issue 10, p104, 7p.
Noe, R., Wang, S., & Greenberger, D.B. (In preparation) "Mentoring and Attachment: Toward a New Theoretical Model." To appear in G. Ferris (Ed.) Research in Personnel and Human Resources . JAI Press.
Von Hippel, C., Greenberger, D.B., Heneman, R.L. & Mangum, S.L., "Temporary Employees," In R. Hodson (Ed.) Research in the Sociology of Work; 2000, Vol.8. (291-309) Greenwich, CT: JAI Press.
Please contact Michael Smith at smith_4983@fisher.osu.edu or Lisa Faiello at faiello_1@fisher.osu.edu for copies of articles or information about other publications.
Current Research Projects
Free-to-Fee Study
Many companies today are grappling with how to start charging for services that they used to give away for free in order to close sales. We dub this transition Free-to-Fee. Participating in this confidential survey will entitle you to a copy of the results of this study of best practices in managing this transition.
If you are a Business-to-business vendor interested in customer perceptions, click here to fill out the vendor survey.
If you are a Business-to-business customer interested in vendor perceptions, click here to fill out the customer survey.
Presentations
Our faculty experts are often asked to speak on service issues for particular organizations. Connect to a list of presentations Dr. Bendapudi has made this year. The mean and modal evaluations for all presentations were 'excellent.' If you are interested in having Dr. Bendapudi speak for your group please contact her at: bendapudi_1@cob.osu.edu.
Customized Research
The intention of IMS is to serve the business community by assisting in the application of academic research in regards to the service industry or service function. To that end, the IMS is able to develop customized research projects.