Jagdip Singh

Jagdip Singh’s research involves building and sustaining effective and enduring connections between organizations and their customers, especially in service industries. Jagdip studies how firms organize, implement and support change and knowledge management to balance the competing goals of productivity and quality in the frontlines. He also studies conflicts of interest in professional markets, and its implications for marketing theory and practice.

  • Rising Analytics and Resilient Intelligence in the Age of Covid-19: On May 21, 2020, Jagdip Singh led a faculty panel to outline 5 Lessons for Business Analytics students to chart a path to the next normal. Panel highlights: A new “Normal” rises as the covid-19 pandemic fades. No global economy, no business, and likely no individual will escape untouched by the disruptive force of the new Normal. For some, challenges will stretch resilience and resources. For others, opportunities will spark innovation and growth. Where you land will depend on how you plan and prepare. Slides here
  • McQuarrie University, Australia research seminar: On March 5, 2020, Jagdip Singh presented his coauthored research on Digital Negotiations and Influence Tactics in B2B Contracts. Examining email communications between salespeople and buyers engaged in B2B contract negotiations, this study shows how salespeople can use risk-shifting and internal-analyzing tactics to enhance the probability of contract award. Read full article in the Journal of Marketing here
  • Artificial Intelligence and Ethics-On February 15, 2020, served as a panelist on a special session on Ethical AI at the Winter Educators Conference. Posing the central question as, how to make Artificially Intelligence Machines more trustworthy?, Jagdip discussed the challenges of Ethical AIMs in For-Good (non-profit) and For-Profit contexts. Both contexts require a principled approach to 4 challenges: Fiduciary Responsibility, Professional Institutionalization, Principles-to-Practice (P2P) transfer, and Legal & Professional Accountability.
  • During October 21-26 2019, Jagdip Singh visited the Ludwig-Maximilians Univseritat’s Center of Advanced Management Studies to present his research on Digital Negotiations and Influence Tactics, interact with doctoral students and develop research partnerships. More Details
  • CWRU’s “Faculty Distinguished Research” award-Jagdip Singh is the 2019 honoree. The award citation noted that “Jagdip Singh is regarded as the founding father of the emerging field of “organizational frontline research,”… Jagdip’s creativity and innovativeness are evident in the topics he chooses to research and the methodological rigor and quality of his work,… He has never shied from picking real and important problems for his research and addressing them in innovative, yet highly rigorous ways.” Read more
  • AMA Sales SIG’s 2019 Lifetime Achievement award-Jagdip Singh is the Lifetime Achievement award recipient for 2019. The award citation noted that “Jagdip is a “complete package… [who has] excelled in research, teaching and service. Most of us struggle to do well on even one of these dimensions. [Jagdip’s] contributions have been recognized by numerous “best paper” awards at prestigious journals, as well as awards for outstanding teaching and service.” Another citation noted, “Thank you for you being you! Thank you for your wisdom, your counsel, your devotion to research and teaching, and most of all for your leadership and stewardship.” More Details
  • “Ratings by companies that matter to consumers”-A story produced by Tara Molina of WEWS Cleveland,including interview with Jagdip Singh, examines how companies are computing lifetime value score for each customer and using this score to determine how to treat and incent them. Read here
  • “Frontiers of Analytics - Artificial Intelligence: Real or Hype?”held at Linsalata Alumni Center. A distinguished panel of leading business intelligence and analytics experts from financial, customer experience, and life sciences fields were invited to illustrate how AI is changing their industry, their firm, and their own personal and professional lives. See more details
  • “Effective Customer Problem Solving: From Rules to Roles”- Public lecture sponsored by the Center for Workshop Leadership, University of Melbourne. The talk is highlighted in an article in The Conversation, an online business magazine.
  • “Letting Consumers Win in Webchat Sales” presented at the 4th Organizational Frontlines Research (OFR) Symposium at New Orleans (coauthors: Detelina Marinova and Frank Lin). Develops a D3 (Deny-Delay-Deliver) model for engaging customers who seek price-matching offers in webchat sales. Results show that deny followed by optimal delay increases, not decreases, the probability of sales closing.
  • “Words that make Customer Contact Employees Tick”—Jagdip Singh coauthored a paper with Angela Crawford on a grounded study of emotions and motivations that characterize highly engaged customer contact employees in service industries. Studies show that highly engaged employees can boost operating income by 19.2% while disengaged employees suppress operating income by 32.7%--creating a spread of over 51%. We study the emotional and motivational constitution of customer contact employees to help service organizations locate, recruit and cultivate an intrinsically engaged human resource talent. Read article.
  • India Connection - Appointed Honorary Distinguished Visiting Professor of Marketing, Institute of Management Technology, Ghaziabad, India (http://www.imt.edu/).  Among various collaborative activities is the focus on supporting research and teaching activities of Centre for Marketing Analytics (CMA) at IMT Ghaziabad
  • In collaboration with Detelina Marinova (University of Missouri), a research study titled, “Consumer Decision to Upgrade or Downgrade a Service Membership.” looks at consumers’ decision to maintain, downgrade or upgrade their annual membership in not-for-profit services has been conditionally accepted for publication by the Journal of the Academy of Marketing Science.
  • Organizational Agility:  What it is, What it is not, and Why it Matters coauthored with Garima Sharma, James Hill and Andrew Schnackenberg was presented at Academy of Management Meetings, Orlando, Florida.
  • Take on Retail Store Managers as Entrepreneurs:  Focus, Tension and Consequences at Academy of Management Meetings, Orlando, Florida, coauthored with Gary K Rhoads and Detelina Marinova.
  • Corporate Leaders’ Decision Styles, Entrenchment and Disruptive Strategies:  A Conceptual Framework coauthored with Sherry Sanger was presented at Academy of Management Meetings, Orlando, Florida.
  • Winner of the Marketing Science Institute/Sales Excellence Institute competitive grant. Coauthored with Detelina Marinova and Sunil Singh from the University of Missouri, the winning grant proposal is titled, “Email Negotiations in B2B Selling: Dynamic Use of Textual Cues as Influence Strategies.
  • Forthcoming.  Analysis of Pharmaceutical Marketing titled, “Closing the Marketing Strategy-Tactics Gap:  An Institutional Theory Analysis of the Pharmaceutical Value Chain,” is slated to be published in M. Ding et al. (eds.), Innovation and Marketing in the Pharmaceutical Industry, International Series in Quantitative Marketing.

Five industry experts representing MSBA partnering companies IBM, MetroHealth, Penske, Remesh, and SapientRazorFish participate in the Analytics Frontiers event on Weatherhead campus to address…

Is Artificial Intelligence (AI) Real or Hype?

Listen to excerpts from their talk...

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Analytics Frontiers is an annual event of the Masters of Science in Business Analytics program to showcase industry partnerships and advance student learning by insights from practice.


Organizational Frontline (OF) Research

At the dawn of the 1980s, Jan Carlzon and his team at Scandinavian Airlines conceived a radical idea to turnaround an ailing airline. Instead of beginning from the top, Carlzon’s strategy elevated SAS’s interactions with customers at the frontlines to a “moment of truth” (MOT). MOTs, he said, require Riv Pyramiderna (tearing down the organizational pyramids). It worked. And so was seeded the field of Organization Frontlines.

Organizational Frontlines (OF) is the study of interactions and interfaces at the point of contact between an organization and its customers that promote, facilitate, or enable value creation and exchange. My research focuses on designing, managing and sustaining effective customer connections at the frontlines of organizations. Within this domain, I study frontline problem solving in situations of service failure, customers’ privacy and personalization dilemmas in online interactions, dynamics of B2B e-negotiations leading to contract award, and productivity-quality tradeoffs in high touch service contexts. Read on about recent research.

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Marketing Analytics

Machine-age technologies, including automation, robotics, and artifical intelligence, are profoundly expanding the variety of service interfaces and therefore the possible ways that customers and films can interact. Expanding variety also expands the diversity, quality and volume of marketing data avaiable.

Yet, on their own, big data do not reveal big insights. Insights from big data require SMART ANALYTICS. Unfortunately, data stocks are increasing at a rate that is not matched by our capacity for smart analysis and deep insights. I teach marketing analytics that skills students to fill this capacity shortfall. Developed in partnership with industry partners, the marketing analytics course is an innovative integration of theory (e.g., analytical concepts) and practice (e.g., real life data based problems) with emphasis on analytics for insights. Read on.

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