AT&T Professor of Marketing

Ph.D., Texas Tech University, 1985
D.I.T., Indian Institute of Foreign Trade, 1978
B.Tech., Indian Institute of Technology, 1975

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.

To download the latest copy of his Curriculum Vitae, click here.

Interests

Teaching

Marketing Insight Management, Marketing Knowledge Management, Research Inquiry Seminar

Research

Designing Effective Interfaces between Organizations and Consumers, Dynamics of Trust and Value in Market Networks, and Pragmatic Learning in Organizational Frontlines and Consumer Communities

Selected Publications

• Singh, Sunil, Detelina Marinova and Jagdip Singh (2020), “B2B E-Negotiations and Influence Tactics,” Journal of Marketing, 84(2): 47-68.
• Singh, Jagdip, Satish Nambisan, Gary Bridge and Juergen Brock(2020, online), “One-Voice Strategy for Customer Engagement,”Journal of Service Reasearch.
• Singh, Jagdip, Todd Arnold, Michael Brady and Tom Brown (2019), “Synergies at the Intersection of Retailing and Organizational Frontlines Research,” Journal of Retailing, 95 (2): 90-93.
• Singh,Jagdip, Karen Flaherty, Ravi Sohi and et al. (2019). Sales Profession and Professionals in the Age of Digitization and Artificial Technologies:Concepts, Priorities, and Questions Journal of Personal Selling and Sales Management (forthcoming)
• Ozkok,Ozlem, Simon Bell, Jagdip Singh and Kwanghui Lim (2019). Frontline Knowldge Networks in Open Collaboration Models for Service Innovation Academy of Marketing Science Review (forthcoming)
• Marinova, Detelina, Sunil Singh and Jagdip Singh (2018). Frontline Problem Solving Effectiveness: A Dynamic Analysis of Verbal and Nonverbal Cues Journal of Marketing Research,55 (2): 178-192 (online at http://journals.ama.org/doi/10.1509/jmr.15.0243)
• Singh, Sunil, Detelina Marinova, Jagdip Singh and Kenneth Evans (2017), Customer Query Handling in Sales Interactions: A Dynamic Analysis of Salesperson Effectiveness , Journal of the Academy of Marketing Science,, 46 (5): 837-856, https://doi.org/10.1007/s11747-017-0569-y
• Singh, Jagdip, Michael Brady, Todd Arnold and Tom Brown (2017). The Emergent Field of Organizational Frontlines Journal of Service Research, (February), 20: 3-11, DOI: 10.1177/1094670516681513 .
• Marinova, Detelina and Jagdip Singh(2014). Consumer Decision to Upgrade or Downgrade a Service Membership Journal of the Academy of Marketing Science,DOI: 10.1007/s11747-014-0374-9, 42:596-618.
• Singh, Jagdip and Rama Jayanti(2013). When Institutional Work Backfires: Organizational Control of Professional Work In Pharmaceutical Industry Journal of Management Studies, special issue on Professions and Institutional Change, 50:5.
• Ye, J., Marinova, D., Singh, J.(2012). Bottom-up Learning in Marketing Frontlines: Conseptualization, Processes, and Consequences Journal of the Academy of Marketing Science, 40:821-844.(online at http://www.springerlink.com/content/p661m2lm37657p22/).
• Sorescu, A., Frambach, R., Singh, J., Rangaswamy, A., Bridges, C.(2011), Innovations in Retail Business Models(87 (July), pp. 3-16). Journal of Retailing, 87 (July): 3-16.
• Singh, J., Lentz, P., Nijssen, E.(2011). First and Second Order Effects of Consumers’ Institutional Logics on Relationship Marketing Mechanisms: A Cross-Market Comparative Analysis (2 ed., vol. 42, pp. 307-333). Journal of International Business Studies, 42 (2): 307-333. (Available Online, February), http://www.palgrave-journals.com/jibs/journal/vaop/ncurrent/abs/jibs2009101a.html.
• Jayanti, R., Singh, J.(2010). Pragmatic Learning Theory: An Inquiry-Action Framework for Distributive Consumer Learning in Online Communities (vol. 36 (April), pp. 1058-1081). Journal of Consumer Research.
• Cardon, M., Wincent, J., Singh, J., Drnovsek, M.(2009). The Nature and Experience of Entrepreneurial Passion (3 ed., vol. 34, pp. 511-532). Academy of Management Review.
• Marinova, D., Ye, J., Singh, J.(2008). Do Frontline Mechanisms Matter? Impact of Quality and Productivity Orientations on Unit Revenue, Efficiency and Customer Satisfaction (vol. 72 (March), pp. 28-45).Journal of Marketing.
• Ye, J., Marinova, D., Singh, J. (2007). Strategic Change Implementation and Performance Loss in the Front Lines (vol. 71 (October), pp. 156-171).Journal of Marketing.
• Cron, W., Marshall, G., Singh, J., Spiro, R., Sujan, H. (2005). Salesperson Selection, Training and Development: Trends, Implications and Research Opportunities (2 ed., vol. 25, pp. 123-136).Journal of Personal Selling and Sales Management, 25th Anniversary Issue.
• Agustin, C., Singh, J. (2005). Curvilinear Effects of Consumer Loyalty Determinants in Relational Exchanges (vol. 42 (February), pp. 96-108). Journal of Marketing Research.

Presentations

• Singh, J. (Presenter & Author) Organizational Frontlines Symposium “New Age Frontline Technologies”.(2018)
• Singh, J. (Presenter & Author) University of Melbourne Research Seminar, "Dynamics of B2B Email Sales Negotiations".(2018).
• Singh, J. (Presenter & Author) Center for Workplace Leadership Public Seminar, Melbourne, Australia, "Effective Customer Problem Solving: From Rules to Roles".(2018).
• Singh, J. (Presenter & Author) OFR Symposium, "Organization Frontlines Research: What is it, and Why it Matters".(2017).
• Singh, J. (Presenter & Author) University of Melbourne-Melbourne Business School Faculty Seminar, "Do Entrepreneurial Frontline Store Managers Help or Hurt Profitability".(2017).
• Singh, J. (Presenter & Author) AIM-AMA Sheth Doctoral Consortium, "Frontlines in Service Organizations: New Directions, New Opportunities" ,New Delhi.(2016).
• Singh, J. (Presenter & Author) Organizational Frontlines Research Symposium, "Managing Frontlines in Service Organizations" ,OSU.(2015).
• Singh, J. (Presenter & Author) University of Melbourne-Melbourne Business School Faculty Seminar, "Flying Blues: Frontline Problem Solving Dynamics using Video Recordings of Customer-Agent Interactions".(2015).
• Singh, J. (Presenter & Author) Keynote Address, Enhancing Sales Productivity Conference, "The Democratization of Sales and Sales Management" ,Georgia Tech(2015).
• Singh, J. (Presenter & Author) AMA Winter Educators' Conference, "Frontline Marketing Management: Issues, Theories and Directions" ,Special Session Co-Chair(2015).
• Singh, J. (Presenter & Author) Nottingham University, "Advances in Mediation, Moderation and Moderated Mediation", Ningbo(2015).
• Singh, J. (Presenter & Author) AMA Winter Educators' Conference, "Marketing Frontlines: Organizational Capabilities for Customer-Employee Interface", AMA, Orlando.(2014).
• Singh, J. (Presenter & Author) Engaged Management Scholarship Conference, "Power of M: Methodology Pointers for Practitioner-Scholars", EDBAC, Tulsa.(2014).
• Singh, J. (Presenter & Author) Invited Research Seminar, "Scholar's Craft: Of Mindfulness, Miles and Mastery", ABS, Birmingham.(2013).
• Singh, J. (Presenter & Author) AMA Winter Educators Conference, "Crafting Impactful Theory Articles", AMA, St. Petersburg.(2012).
• Singh, J. (Presenter & Author) Keynote address at the All India Doctoral Consortium, "The Last and First Miles of a Scholar", IIM,Ahmedabad.(2012).
• Singh, J. (Presenter & Author) Keynote address at ANPAD, "Upside Down Marketing",ANPAD,Rio de Janeiro.(2011).
• Daniels, R. (Presenter & Author), Singh, J. (Author Only), Berente, N. T. (Author Only) Academy of Management, "Dare to Build Trust in Times of Distrust: Findings from Banking, Healthcare and Retailing Industries",AoM, Montreal.(2010).
• Singh, J. (Presenter & Author) Academy of International Business Conference, "Developing Intermediate Constructs for International Comparative Research", AIB,(2010).
• Singh, J. Academy of Marketing Science, "When the Twain Meets: Scholarship at the Intersection of Theory and Practice", AMS, Portland, Oregon.(2010).
• Singh, J. Faculty and Doctoral Seminar Presentation, "Navigating the Last Mile", Weatherhead School of Management,Cleveland, OH. (2009).
• Zummersch, M. (Presenter & Author), Singh, J. (Author Only), Lynn, L. H. (Author Only), , . Academy of Management 2009 Annual Meetings, "Fits like a glove and on time: Why some innovation teams are more effective", Academy of Management,(2009).
• Singh, J. AMA Winter Educators Conference, "Agency and Trust Mechanisms in Sales Management", AMA,(2009).
• Singh, J. Sheth Foundation Doctoral Consortium, "Customer Connectivity and Organizational Frontlines", AMA, Atlanta, GA.(2009).

Academic and Professional Activities

• Special Issue Editor: Journal of Service Research, 2017
• Editorial Review Board: Journal of Marketing Research, 2016 - Present
• Editorial Review Board: Journal of Business Venturing, 2012 - Present
• Editorial Review Board Member, Journal of Marketing, 2008 - Present
• Editorial Review Board Member, Journal of Service Research, 2007 - Present
• Editorial Review Board Member, Journal of the Retailing, 2002 - Present
• Editorial Review Board Member, Journal of the Academy of Marketing Science, 1997 - Present
• Editorial Review Board Member, Journal of Personal Selling and Sales Management, 1993 - Present

Awards

• Excellence in Doctoral Teaching & Mentoring Award, Weatherhead School of Management (2017)
• "Innovation for Good" Best Paper Award, AMA Winter Educators Conference (2017)
• Best Conference Paper Award, AMA Winter Educators Conference (2015)
• AIM-Sheth Foundation Doctoral Consortium Faculty Fellow (2015, 2016)
• Fulbright Senior Specialist Award (2005-2010; 2015)
• Best Paper Award, Marketing Theory Track, AMA Winter Educators Conference (2013)
• IDEA Thought Leader award for best theoretical article on Entrepreneurship (Academy of Management Review)(2010)
• Best Paper Award, Services Track, AMA Winter Educators Conference(2008)
• Best Overall Paper Award, Society for Marketing Advances (2006)
• AMA-Sheth Foundation Doctoral Consortium Faculty Fellow (2005, 2008, 2009, 2011, 2012).
• Excellence in Doctoral Teaching & Mentoring Award, Weatherhead School of Management. (2007).
• Outstanding Reviewer Award, Journal of Retailing. (2005).
• Best Paper Award, Services Connections Track, AMA Summer Educators' Conference(2003)
• Outstanding Reviewer Award, Journal of the Academy of Marketing Science. (2002).
• Best Overall Paper Award for the AMA Winter Educators' Conference (1999)
• Research Recognition Award for Excellence in Research, Weatherhead School of Management, Case Western Reserve University. (1997).
• Outstanding Reviewer Award, Journal of Marketing. (1996).
• John S. Diekhoff Award for Excellence in Undergraduate Teaching, Case Western Reserve University. (1992).

Research and Grants Obtained

• 2017: Singh, Jagdip and Michael Brady, "2018 Organizational Frontlines Research Symposium, " Marketing Science Institute, Massachusetts: Boston.
• 2017: Singh, Jagdip and Michael Brady, "2018 Organizational Frontlines Research Symposium, -Young Scholar Research Funding, " Centre for Service Leadership, Arizona State University, Arizona: Tempe.
• 2017: Singh, Jagdip and Michael Brady, "2018 Organizational Frontlines Research Symposium," Sheth Foundation, Michigan: East Lansing.
• 2013: Singh, Jagdip, Detelina Marinova, and Sunil Singh, "Email Negotiations in B2B Selling: Dynamic Use of Textual Cues as Influence Strategies," Marketing Science Institute Grant #4-1814, Amount: $10,000.
• 2012: Singh, Jagdip, Detelina Marinova, and Sunil Singh, "Change in Customer Satisfaction: Underlying Dynamics of Frontline Displayed Behavior During Problem Solving Interactions," Marketing Science Institute Grant #4-1775, Amount: $8,000.
• 2007: Madigan, Elizabeth, N. Gordon, C. Burant, G. Graham, A. Zhang, C. Khillon, J. Singh and Z. Fu, "Methods and Statistics Core," NSF grant.
• 2000: Singh, Jagdip, Gil Preuss, and Sister Nancy Linenkeugel, "Dynamic Change and Organizational Effectiveness in Health Care Industry," National Science Foundation, Amount: $305,000.
• 1998: Sirdeshmukh, Deepak, Jagdip Singh and Barry Sabol, "Trust, Value and Customer-Firm Relationship Strength: A Multiphase Study," Marketing Science Institute.
• 1997: Cuttler, Leona, Jagdip Singh and others, "Assessment of Growth Hormone Use in Short Children," AHCPR Application # RO1 HD30053-03. Priority Score is 183 (13.6 percentile).

University Service Activities

• 2015-date: University-wide Faculty Group on Data Science Undergraduate Programs
• 2011-2013: University-wide Committee on Undergraduate Teaching and Programs
• 2010-2013: Chair, Marketing and Policy Studies Department
• 2003-2009, 2010-date: Member, WSOM Appointments Committee
• 2000-2005: Chair, MAPS PhD Committee.
• 1999-2004: Member, Weatherhead School of Management Task Force on PhD Program.