RAJNISH JAIN rajnish.ims@rediffmail.com,91-9826036552 ------------------------------------------------------------------------------------------------ ---- ACADEMIC QUALIFICATIONS Ph.D. from Institute of Management Studies, Devi Ahilya University, Indore, India on Marketing of Professional Services" in 1995. M.B.A. from Dr. H.S.Gaur University, Sagar, India with specialization in Marketing in First Division in 1987. AREAS OF INTEREST Customer Relationship Management (CRM), Customer Experience Management, Integrated Marketing Communications, Services Marketing, Consumer Behaviour, International Marketing, Strategic Marketing,. PROFESSIONAL EXPERIENCE - TWENTY THREE YEARS Teaching, Research, Corporate Training and Consultancy. TEACHING EXPERIENCE TWENTY THREE YEARS Reader in Institute of Management Studies, D. A. University, Indore from 05-10- 2011 to till date Professor in Institute of Management, Nirma University, Ahmedabad from 07-10- 2009 to 04-10-2011 Professor in International Institute of Professional Studies, D. A. University since 01-11-2007 to 05-10-2009 Reader in Institute of Management Studies, D. A. University, Indore from 27-07-98 to 31-10-2007. Senior Lecturer in Institute of Management Studies, D. A. University, Indore from 21-04-95 to 26-07-98 Lecturer in Institute of Management Studies, D. A. University, Indore from 28-4-89 to 20-4-95. Lecturer in Management Studies, Dr. H. S. Gour University, Sagar from 19-9-87 to18-3-88. RESEARCH EXPERIENCE Engaged in research activities at D. A. University, Indore since April 1989. Full time research scholar at F.M.S., B.H.U., Varanasi from March 1988 to April 1989. REVIEWER International Journal of Retailing and Distribution Management
RESEARCH GUIDANCE Eleven research scholars are awarded Ph.D. degree. Currently supervising Three Research Scholars for Ph.D. RESEARCH PAPERS/ARTICLES Published: 32 VIDEO LECTURES Recorded 10 Video lectures at EMRC, DAVV, Indore for telecast on UGC TV. PRESENT RESEARCH INTERESTS Customer Experience Management. Customer Relationship Management in Services Industries Retail, Banking, Healthcare. Management of Emotions: Indian Wisdom. PROGRAMS / COURSES DEVELOPED Designed, developed and offered courses on Customer Relationship Management, Integrated Marketing Communications, International Marketing and Marketing Management at Institute of Management, Nirma University, Ahmedabad. Designed, developed and launched MBA (Marketing Management) at Institute of Management Studies, D.A.University, Indore. Designed, developed and launched Master of e-commerce (5 years Integrated and 2 years Programme) at Institute of Management Studies, D.A.University, Indore. Designed, developed and launched Diploma in Advertising and Public Relations Management (one year programme) and Master of Advertising and Public Relations Management (two years programme) at Institute of Management Studies, D.A.University, Indore. Services Marketing, Principles of Marketing, Marketing Strategies, Consumer Behaviour and Industrial Marketing for M.B.A.(F.T.) Programme at Institute of Management Studies D. A. University, Indore. Updated management courses for MBA (MS) 5 yr Integrated and 2 yr courses at International Institute of Professional Studies. TRAINING PROGRAMMES/WORKSHOPS ATTENDED Faculty Development Program on Marketing Research, September 12-13, 2011 at Nirma University, Ahmedabad. Workshop on Case Method of Teaching and Development at Indian Institute of Management, Ahmedabad from 30-01-2006 to 03-02-2006. Wealth Management Workshop from 02-07-2005 to 09-07-2005 at Thailand. Workshop on Case Writing at Prestige Institute of Management and Research, in 2005 at Indore. Training of Trainers Programme on Financial Management in Urban Infrastructure at Indian Institute of Capital Markets, Mumbai from Feb. 26 to 27, 2004. 2
Refresher course in Research Methodology and SPSS in 2001 at School of Education, from 14-05-2001 to 20-05-2001 at DAVV, Indore Refresher course in Economics 1-11-2000 to 21-11-2000 at Academic Staff College, D. A. University, Indore. Refresher course in Management 14-2-2000 to 6-3-2000 at Academic Staff College, D. A. University, Indore. National Case Development Workshop from 20-12-99 to 22-12-99 at Faculty of Management Studies, Delhi University, Delhi. Refresher course in Commerce from May 15, 1993 to June 3,1993 at Academic Staff College, D. A. University, Indore. Refresher course in Research Methodology from April 11,1991 to April 27,1991 at Academic Staff College, D. A. University, Indore. Orientation course (for teaching) from April 22,1990 to May 20,1990 at Academic Staff College, D. A. University, Indore. ACADEMIC PROGRAMMES ORGANIZED Organized a large number of seminars, conferences, workshops and guest lectures at International Institute of Professional Studies and Institute of Management Studies, D. A. University, Indore. SEMINARS CONFERENCES PARTICIPATED Ten International and more than Twenty national Seminars / conferences. Chaired Sessions in more than Ten seminars/conferences. All annual conventions and special lectures at Indore Management Association, Indore since 1989. All seminars, conferences and workshops organized at Institute of Management Studies, D.A.University, Indore. ADMINISTRATIVE RESPONSIBILITIES HELD IN DAVV Director, Centre for e- Business, DAVV, Indore. Additional Director, International Institute of Professional Studies (IIPS), DAVV, Indore. Head, Management Programs, IIPS, DAVV, Indore Representative for International Collaboration, DAVV, Indore Coordinator International Quality Cell for Education, DAVV, Indore Member Quality Assurance Cell for NAAC, DAVV, Indore Chairperson, Knowledge Forum, IIPS, DAVV, Indore Dean, Student Welfare, DAVV, Indore. Member, Board of Studies in Management, DAVV, Indore. Member, Examination Committee, DAVV, Indore. INDORE MANAGEMENT ASSOCIATION Involved in the activities as a member of Executive Council. Headed, Training and Development activities. 3
Involved in organizing IMA National Convention. Exposure to Business Schools Abroad: Visited following business schools in U.S. in varying capacity: Harvard Business School, Harvard University, USA. MIT Sloan School of Management, MIT, USA. Kellogg School of Management, Northwestern University, USA. College of Business Administration, University of Illinois at Chicago, USA. School of Business, University of Houston at Clear Lake, USA. School of Business, University of Wisconsin at Milwaukee, USA. Graduate School of Business, Stanford University, USA. Haas School of Management, University of California at Berkley, USA. SCHOLARSHIPS/FELLOWSHIPS AWARDED / NOMINATED Awarded University Research Fellowship for Ph.D. at B.H.U., Varanasi in 1987-88. Awarded DCCT, Bombay, Scholarship for M.B.A. at Dr. H.S.Gour University, Sagar in 1985-87. Nominated for German Fellowship (DAAD) for short-term research project. Nominated for Commonwealth Scholarship for Hong Kong for doctoral work. PERSONAL PROFILE Date and Place of Birth July 10,1965 at Varanasi. (Uttar Pradesh), India Office Address Institute of Management Studies, Devi Ahilya University, Khandwa Road, Indore, India. Residence E 1, Row House, Shalimar Palms, Pipliyahana, Indore 452016, India. Telephone (+91) 98260-36552, 90990-55528 4
Research Papers / Articles PUBLICATIONS 1. Mittal, Sachin and Rajnish Jain (2009/2010), Effect of IT based services on customer satisfaction in banking industry, Prestige International Journal of Management Research, 2/3 (2/1), 7-16. 2. Jain, Rajnish and Shilpa Bagdare (2009), Determinants of Customer Experience in New Format Retail Stores, Journal of Marketing and Communication, 5 (2), 34 44. 3. Jain Rajnish, Sangeeta Jain and U. Dhar (2007), CUREL: A Scale for Measuring Customer Relationship Effectiveness, Journal of Services Research, 7 (1), April-September, 37-58. 4. Jain Rajnish and Prerna Sood (2007), Customer Relationship Management A New Mantra For Competitive Advantage, Prabandhan and Taqniki, 1 (1), 46-52. 5. Jain Rajnish and Sangeeta Jain (2005), Towards Relational Exchange in Services Marketing, Journal of Services Research, 5 (2), October- March, 139-150. 6. Jain, Rajnish, Sangeeta Jain and Upinder Dhar (2003), Measuring Customer Relationship Management, Journal of Services Research, 2 (2), 97-109. 7. Jain, Rajnish, Sangeeta Jain and Upinder Dhar (2003), "CRM in Healthcare : A Behavioural Perspective". In U. Dhar, S. Dhar and Richa Agrawal, Changing trends in Management : Challenges and Opportunities. New Delhi : PIMR-Excel. 8. Sood, Prerna, Shilpa Bagdare and Rajnish Jain (2008), Managing Employees for Customer Satisfaction in Banking Industry, in Proceedings of Conference on Emerging Trends in Financial Services, April 25-26, 2008. 9. Jain Rajnish, Aney Alex and Sangeeta Jain (2008), Diagnostic Services and Healthcare Strategies for Effective Performance, ICFAI Journal of Services Marketing, 6 (2), 48 56. 10. Mittal, Sachin and Rajnish Jain (2008), IT Based Services and Customer Satisfaction in Retail Banking" in I. C. Gupta and Deepak Jaroliya (Eds.), IT Enabled Practices and Emerging Management Paradigms, New Delhi : Excel. 11. Sood, Prerna, Shilpa Bagdare and Rajnish Jain (2008), Managing Employees for Customer Satisfaction in Banking Industry, in Proceedings of Conference on Emerging Trends in Financial Services, April 25-26, 2008. 5
12. Jain Rajnish (2005), Health Tourism : Strategies for Growth, ICFAI Journal of Services Marketing, III (4). December, 53-62. 13. Jain, Rajnish and Sangeeta Jain (2001), "Managing Relationships for Effective Supply Chain Management", in P. Radhakrishnan, S. Palaniswami, P.V. Mohanram and J. Kanchana (Eds.), Logistics and Supply Chain Management, New Delhi : Allied Publisher. 14. Jain, Rajnish and Sangeeta Jain (2001), "Are You Ready for the Magic of Political Marketing?" In U. Dhar, S. Dhar, S.S.Bhakar and P. Mishra (Eds.), Organizational Challenges - Insights and Solutions, New Delhi : PIMR-Excel. 15. Jain, Rajnish and Sangeeta Jain (2002), "Sex Appeal as a Predictor of Effectiveness in Television Advertisements", in U. Dhar, S. Dhar and Mala Shrivastava (Eds.), Local Champions to Global Masters : Mobilising for Growth, New Delhi : PIMR-Excel. 16. Jain, Rajnish, Sangeeta Jain and Upinder Dhar (2000), "Marketing of Professional Services : Emerging Realities". In U. Dhar, S. Dhar, M. Srivastava and S. Rangnekar, People, Processes and Organizations - Emerging Realities. New Delhi : PIMR-Excel, 2000. 17. Shrivastava, Deepak, Rajnish Jain and Upinder Dhar (2000) "Customers Perception of Information Technology in Railway Services". In U. Dhar, S. Dhar, M. Srivastava and S. Rangnekar, People, Processes and Organizations - Emerging Realities. New Delhi : PIMR-Excel. 18. Jain Rajnish, R. Shandilya, A. Thakare and C.Bhattacharjee (2005), Threshold of Expansion, Prestige Journal of Management and Research, 9 (1) April, 175-182. 19. Jain, Sangeeta, Rajnish Jain and Upinder Dhar (2004), Internality as a Correlate of Managerial Creativity in Indian Organizations. Indian Journal of Industrial Relations,39 (3), 324-335 20. Mishra, P. N. and Rajnish Jain (2000),"Psychology of Patanjali for Management of the Self", Proceedings of National Seminar on "New Millenium and Vedic Ideology", Sept. 25-27, 2000, Maharshi Dayanand Saraswati University, Ajmer. 21. Jain, Sangeeta, Rajnish Jain and Upinder Dhar (2000), "Employee Empowerment". In U.Dhar and S.Ravishankar (Eds.), Executive Skills for Global Managers, Mumbai : Himalaya Publishing House. 22. Jain, Sangeeta, Rajnish Jain and Upinder Dhar (2000), "Managerial Creativity and Locus of Control as Predictors of Effectiveness in Public and Private Sector Organizations". In U. Dhar, S. Dhar, M. Srivastava and S. Rangnekar, People, Processes and Organizations - Emerging Realities. New Delhi : PIMR-Excel. 6
23. Mishra, P.N., Rajnish Jain and Deepak Shrivastava (2000), "Bharat Textiles Limited" (Case Study). Prestige Journal of Management and Research, 4(1), April, 150-153. 24. Jain, Sangeeta and Rajnish Jain (1999), "Managing Human Resources - The Creative Way". In Varkkey, B., Dutta,R and Rao, G.P.(Eds.),Value Creation-The Challenge of HR in the New Millennium. New Delhi : Tata McGRAW Hill, 1999. 25. Jain, Rajnish and Sangeeta Jain (1998), "Values, Vision and Management Transformation", Prestige Journal of Management and Research, 2(1),40-47. 26. Mishra, P.N., Rajnish Jain and Shailendra Pandit (1997), "Coping with Emotional Labour through Witnessing the Self", Ambedkar Journal of Social Development and Justice, 5, 17-25. 27. Jain, Rajnish (1997), "Service With A Smile", Brand Bazaar, Times of India, August 1997. 28. Jain, Rajnish (1996)."Integrated Communications Package", Ad-Venture, October, 13-16. 29. Mishra, P.N., Rajnish Jain and Sangeeta Jain (1997), "Management Transformation : Patanjali Revisited in Search of Strategy for Management of Self", Commemorative Issue of Indore Manager, January, 41-46. 30. Jain, Rajnish (1993), "Services Marketing : Challenges and Strategies", Indore Manager. 31. Dhar, Upinder and Rajnish Jain (1992), "Job Involvement, Job Satisfaction and Some Demographic Correlates : A Study of Academicians", Indian Journal of Psychology, 67 (1&2), 5-10. 32. Pathak, R.D., S. Poshakwale and Rajnish Jain (1992), "Towards a Participative Work Culture A Case Study of Deepak Woolens (Private) Limited", Indian Journal of Public Enterprises, June, 20-27. Recent Conference Presentations: 1. Constituents of Customer Experience in Indian Retailing, presented at EREC 11 at IIM Indore from May 13-16, 2011. 2. Music and Shopping Experience in Indian Retailing, presented at 4 th Conference on Marketing in Emerging Economies at IIM Ahmedabad from Jan 5-7, 2011. 7
3. Medical Tourism and Its Impact on Global Healthcare, presented at 5 th International Conference on Global Healthcare Systems organized by University of Wisconsin at Milwaukee, USA from October 13-15, 2008. 4. Medical Tourism The Value and Role of U.S. Health Professions Related Educational Institutions presented at a Conference on Advances and Teaching in Medical Education organized by University of Texas at Houston, USA on October 9, 2008. Test / Scale 1. Jain, Sangeeta, Rajnish Jain and Upinder Dhar (2000), Managerial Creativity Scale. Agra: National Psychological Corporation. (Published). 2. Customer Relationship Effectiveness Scale (Completed and Published). 3. Life Satisfaction Scale (Completed). 4. Measuring Performance Effectiveness (Completed). 5. Customer Satisfaction in IT based banking services (Completed). 6. Customer Experience Management in Retailing (Completed). 7. Cognitive Dimension of Customer Experience (Completed). 8. Emotional Dimension of Customer Experience (Completed). 8