Projects per year
Personal profile
Research Interests
Dr Sathyaprakash Balaji Makam aims to understand the customer evaluation of the service encounter in his research. As service encounters are characterized by social interactions, the focus of his research is on customer interaction with the service provider and its consequences. More specifically, his current research focuses on employee-customer interaction, service failure, and word-of-mouth communication.
Research Interests
- Services Marketing
- Negative word-of-mouth communication on social media
- Customer Interaction Quality
- Customer Relationship Management
Personal profile
Dr Sathyaprakash Balaji Makam (M S Balaji) is an Associate Professor in Marketing at Nottingham University Business School China (NUBS). Prior to joining NUBS on September 2015, he held a Lecturer (research) position at Taylor’s Business School, Taylor’s University, Malaysia, and Assistant Professor position at IBS Hyderabad, IFHE University, India. He was a visiting research scholar at Whitman School of Management, Syracuse University, USA between August 2007 and July 2008. Prior to the academic career, he worked in the Healthcare Industry for more than 3 years in India. Dr. Balaji has published his research in leading marketing and business management journals including Journal of Retailing, Journal of Travel Research, Journal of Business Research, European Journal of Marketing, Information and Management, International Journal of Hospitality Management, Technological Forecasting and Social Change, Journal of Services Marketing, Service Industries Journal and others. He serves as a reviewer for many leading marketing and business management journals.
Teaching
- Marketing Management in the Digital Economy
- Marketing Services
- The Consumer Psychology of Brands
- Brand Management
- Executive Education
Person Types
- Staff
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Collaborations and top research areas from the last five years
Projects
- 2 Finished
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Examining the pathways and mechanisms of digital servitization in Zhejiang manufacturing firms
Jiang, Y. (PI) & Makam, S. B. (CoI)
1/01/22 → 31/12/23
Project: Government Funded Projects › Vertical-Zhejiang Provincial Government Funded Projects
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Research on application scenarios of Ningbo sci-tech innovation digital reform
Jiang, Y. (PI) & Makam, S. B. (CoI)
30/11/21 → 30/11/22
Project: Government Funded Projects › Vertical-Ningbo Municipal Government Funded Projects
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A contingency-based approach to service robot design: Role of robot capabilities and personalities
Balaji, M. S., Sharma, P., Jiang, Y., Zhang, X., Walsh, S. T., Behl, A. & Jain, K., Apr 2024, In: Technological Forecasting and Social Change. 201, 123257.Research output: Journal Publication › Article › peer-review
Open Access2 Citations (Scopus) -
Charting the future of digital servitization using CIMO framework
Zhang, X., Balaji, M. S. & Jiang, Y., 2024, (Accepted/In press) In: International Studies of Management and Organization.Research output: Journal Publication › Review article › peer-review
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Cultivating initial trust in ghost kitchens: A mixed-methods investigation of antecedents and consequences
Jiang, Y., Balaji, M. S. & Lyu, C., May 2024, In: International Journal of Hospitality Management. 119, 103727.Research output: Journal Publication › Article › peer-review
Open Access2 Citations (Scopus) -
Examining Human Interactions with Smart Retail Technology: A Hybrid SEM- fsQCA Investigation
Fazal-e-Hasan, S. M., Mortimer, G., Adapa, S., Adil, M., Makam, S. B., Sadiq, M. & Amrollahi, A. R., 2024, (Accepted/In press) In: International Journal of Human-Computer Interaction.Research output: Journal Publication › Article › peer-review
Open Access1 Citation (Scopus) -
Generation Z tourists’ experience and delight in rural tourism: the mediating role of customer engagement
Jiang, Y., Zan, Y. & Balaji, M. S., 2024, In: Anatolia. 35, 2, p. 392-396 5 p.Research output: Journal Publication › Article › peer-review
7 Citations (Scopus)
Prizes
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File
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Third Prize of Yinzhou District Excellent Achievements in Philosophy and Social Science
Makam, S. B. (Recipient) & Jiang, Y. (Recipient), 29 Sept 2022
Prize
File
Activities
- 1 Invited talk
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Expert Talk on Customer Deviant Behavior and Service Failure at 7th International Management Conference organized by FIIB, India
Makam, S. B. (Speaker)
7 Jan 2022Activity: Talk or presentation › Invited talk