Susan M. Mudambi
September 2009
Marketing Department, Fox School of BusinessEmail:
Temple UniversityOffice: 215-204-3561
524 Alter Hall, 1810 Liacouras WalkHome: 215-619-6745
Philadelphia PA 19122 USAWeb:
EDUCATION
University of Warwick, Warwick Business School, United Kingdom
Ph.D., 1998, Marketing.
Cornell University, Ithaca, New York
M.S., 1985, Agricultural Economics. Concentrations in Marketing & Public Policy.
Miami University, Oxford, Ohio
B.A.magna cum laude, 1980, Public Administration & Sociology.
ACADEMIC EXPERIENCE
7/08 to dateASSOCIATE PROFESSOR of MARKETING (Teaching/Instructional Track)
Affiliated faculty member of Management Information Systems department.
TEMPLE UNIVERSITY, Fox School of Business, Philadelphia, Pennsylvania
8/00 to 6/08VISITING ASSISTANT PROFESSOR
TEMPLE UNIVERSITY, Fox School of Business, Philadelphia, Pennsylvania
9/07 to dateVISITING ADJUNCT PROFESSOR
Vienna University of Economics & Business (Wirtschaftsuniversität Wien), Vienna, Austria
8/98 - 8/00 ASSISTANT PROFESSOR of MARKETING (Tenure Track)
JOHN CARROLL UNIVERSITY, University Heights, Ohio
8/96 - 7/98SENIOR LECTURER (Assistant Professor)
THE OPEN UNIVERSITY BUSINESS SCHOOL, Milton Keynes, UK
9/94 - 7/96SENIOR LECTURER (Assistant Professor)
OXFORD BROOKES UNIVERSITY, Oxford, UK
RESEARCH INTERESTS & IMPACT
Research addresses marketing strategy, with special interests in the role of technology in marketing and international business, and in customer and supplier relationship strategies.
More than 140 academic citations (1997 to date).
Three articles with more than 20 citations.
More than 120 inquiries from practitioners regarding research on CRM & branding (2001 to date).
PEER REVIEWED PUBLICATIONS
Journal Articles
Mudambi, Susan M. and David Schuff (2010), “What Makes a Helpful Online Review? A Study of Customer Reviews on Amazon.com,” MIS Quarterly, forthcoming.
Makarem, Suzanne C., Susan M. Mudambi, and Jeffrey S. Podoshen (2009), “Satisfaction in Technology-Enabled Service Encounters,” Journal of Services Marketing, 23(3), 134-144.
Mudambi, Susan M., Terence A. Oliva, and Ellen F. Thomas (2009), “Industrial Marketing Firms and Knowledge Transfer: Toward a Basic Typology of Community Structures,” Industrial Marketing Management, 38(2), February, 181-190.
Contractor, Farok J. and Susan M. Mudambi (2008), “The Influence of Human Capital Investment on the Exports of Services and Goods: An Analysis of the Top 25 Services Outsourcing Countries,” Management International Review, 48(4), 433-445.
Mudambi, Ram, Susan M. Mudambi, and Pietro Navarra (2007), “Global Innovation in MNCs: The Effects of Subsidiary Self-Determination and Teamwork,” Journal of Product Innovation Management, 24(5), September, 442-455.
Graf, Michael and Susan M. Mudambi (2005), “The Outsourcing of IT-Enabled Business Processes: A Conceptual Model of the Location Decision,” Journal of International Management, 11 (2), 253-268.
Mudambi, Ram and Susan M. Mudambi (2005), “Multinational Enterprise Knowledge Flows: The Effect of Government Inward Investment Policy,” Management International Review, 45 (Sp Issue 2), 155-178.
Aggarwal, Raj and Susan M. Mudambi (2005), “Strategic Repositioning in Industrial Distribution: A Framework and U.S. Case Study,” Journal of Marketing Channels, 12 (2), 27-51.
Mudambi, Susan and Raj Aggarwal (2003), "Industrial Distributors: Can They Survive in the New Economy?", Industrial Marketing Management, 32 (4),317-325.
Mudambi, Susan (2002), “Branding Importance in Business-to-Business Markets: Three Buyer Clusters,” Industrial Marketing Management, 31 (6), 525-533.
Mudambi, Ram and Susan Mudambi (2002), “Diversification and Market Entry Choices in the Context of Foreign Direct Investment," International Business Review, 11(1), 35-55.
Mudambi, Susan McDowell, Peter Doyle and Veronica Wong (1997), “An Exploration of Branding in Industrial Markets,” Industrial Marketing Management (26), 5, September, 433-446.
Reprinted in full in: Brand Management: An Edited Text, Leslie de Chernatony, ed. Aldershot,
UK: Ashgate Publishing, 1998, 73-86.
Mudambi, Susan McDowell (1996), "The Games Retailers Play," Journal of Marketing Management, 12 (8), November, 695-706.
Mudambi, Susan McDowell (1996), "More Than Language: An Exploratory Study of Multinational Diversity," Journal of European Business Education, 5(2), 45-55.
Mudambi, Ram and Susan McDowell Mudambi (1995), "From Transaction Costs to Relationship Marketing: A Model of Buyer-Supplier Relations," International Business Review, 4(4), 419-33.
Mudambi, Susan McDowell (1994), "A Topology of Strategic Choice in Retailing," International Journal of Retail and Distribution Management, 22(4), 33-41.
Books and Book Contributions
Mudambi, Ram, and Susan M. Mudambi (2001), "Product Diversification and Foreign Market Entry Choices by Multinational Firms," in Globalization, Technology and Trade, edited by Hans Singer, Neelambar Hatti and Rameshwar Tandon, New World Order Series, Volume 19. New Delhi: B.R. Publishing.
DeChernatony, Leslie, Susan Mudambi, and Francesca Dall'Olmo Riley (1999), Brands as an Application of Knowledge Management. Milton Keynes UK: The Open University Business School. (ISBN 0 7492 9582 1)
Mudambi, Ram and Susan McDowell Mudambi (1998), "A Model of Buyer-Supplier Relations with Implications for the Multinational Firm," in The Organisation of the Firm: International Business Perspectives, edited by Ram Mudambi and Martin Ricketts. London: Routledge, 126-144.
RESEARCH GRANTS
Temple CIBER Faculty Fellows Program. 2004-2005. Grant of $1000 for researching the policy implications of the international outsourcing of business processes.
SAP Innovation Institute. 2002-2003. Grant of $181,000 to Susan Mudambi and Rosalie Ocker for assessing organizational barriers and readiness for the implementation of Customer Relationship Management (CRM) systems.
DoubleChain Consulting Company. 2001-2002. Grant of $50,000 to Susan Mudambi and Rosalie Ocker for research on customer satisfaction and e-business in the chemical industry.
OTHER ACADEMIC RESEARCH
Refereed Publications in Conference Proceedings
Mudambi, Susan M. and David Schuff (2009), “What Makes a Helpful Online Review?”, INFORMS Marketing Science Conference, Ann Arbor MI, June.
Tallman, Stephen and Susan M. Mudambi (2009), “Offshoring, Outsourcing and Alliances in the Multinational Context
,” Third Annual Offshoring Research Conference, Duke University, March.
Doh, Jonathan and Susan M. Mudambi (2009), “Broadening the Conceptual and Phenomenological Scope of Offshoring”, Third Annual Offshoring Research Conference, Duke University, March.
Mudambi, Susan M. and David Schuff (2009), “An Elaboration Likelihood Perspective on Online Customer Reviews,” 2009 American Marketing Association (AMA) Winter Educators’ Conference, Tampa, February.
Mudambi, Susan M. and Stephen Tallman (2008), “The Outsourcing and Offshoring of Customer-Facing Business Processes,” 2008 American Marketing Association (AMA) Summer Educators’ Conference, San Diego, August.
Winner of the Best Paper Award, Global and Cross-Cultural Marketing Track.
Mudambi, Susan M. and Stephen Tallman (2008), “Theoretical Perspectives on the Sourcing of Knowledge-Based Activities,”Conference on Offshoring & Outsourcing: The Organizational and Geographical Relocation of High-Value Company Functions, SDA Bocconi, Milan, Italy, April 23-24.
Contractor, Farok J. and Susan M. Mudambi (2007), “The Effect of Human Capital Investment on the Offshoring of Commercial Services,” 2007 Annual Conference of the Academy of Management (AOM), Philadelphia, August.
Contractor, Farok J. and Susan M. Mudambi (2007), “Do Local Differences in Human Capital Investment Affect Exports?” 2007 Annual Conference of the Academy of International Business (AIB), June.
Jiang, Crystal, Kotabe, Masaaki and Susan M. Mudambi (2007), "What Drives Firms' Marketing Outsourcing Decision? An Empirical Analysis of Organizational and Environmental Factors," 2007 Annual Conference of the Academy of International Business (AIB), Indianapolis, June.
Mudambi, Susan M. and Stephen Tallman (2007), “The Outsourcing and Offshoring of Customer Relationship Management: A Transactional Value Model," 2007 Outsourcing Research Network Annual Research Conference and Workshop on Offshoring, Duke University, April.
Contractor, Farok J. and Susan M. Mudambi (2007), The Offshoring of Commercial Services,” 2007 Outsourcing Research Network Annual Research Conference and Workshop on Offshoring, Duke University, April.
Mudambi, Susan M. (2006), “Business Customer Perspectives on Branding,” 2006 American Marketing Association (AMA) Winter Educators’ Conference, February.
Contractor, Farok J. and Susan M. Mudambi (2005), “Global Outsourcing of Services: The Location Decision”, 2005 Annual Conference of the Academy of Management (AOM), Honolulu, August.
Contractor, Farok J. and Susan M. Mudambi (2005), “The International Outsourcing of Business Services: An Examination of the Location Decision,” 2005 Annual Conference of the Academy of International Business (AIB), Quebec City, July.
Mudambi, Susan M., Podoshen Jeffrey P. and Suzanne C. Makarem (2005), “The Role of Technology and the Human Touch in Customer Service,” 2005 European Marketing Academy (EMAC) Conference, University of Bocconi, Milan, May.
Mudambi, Susan M. and Michael Graf (2004), “CRM Outsourcing in the B-to-B Global Marketplace,” 2004 American Marketing Association (AMA) Summer Educators’ Conference, Boston, August.
Mudambi, Susan M. and Rosalie Ocker (2004), "Evaluating Investments in Customer Relationship Management: Voices of Managers on CRM Objectives and Metrics," ISBM 2004 Business Marketers Academic Conference, Harvard Business School, August.
Mudambi, Ram, Susan M. Mudambi, Arif Khurshed, and Marc Goegen (2004), “Going Global and Going Public: The Effect of Multinationality on the Performance of Newly Public Firms,” 2004 Annual Conference of the Academy of International Business (AIB), Stockholm, July.
Mudambi, Susan M. and Michael Graf (2004), “International Outsourcing of IT-Enabled Business Processes,” 5th Annual International Business Research Forum, Temple University, Philadelphia.
Mudambi, Susan M. and Jeffrey S. Podoshen (2003), “Customer Satisfaction in Telephone-Based Service Encounters: The Role of Technology and the Human Touch,” 2003 American Marketing Association (AMA) Summer Educators’ Conference, Chicago, August.
Ocker, Rosalie and Susan M. Mudambi (2003), “Assessing the Readiness of Firms for CRM: A Literature Review and Research Model,” Proceedings of the 2003 Hawaii International Conference on Systems Sciences (HICSS), January.
Mudambi, Susan and Ram Mudambi (2002), “Crossing Geographic Boundaries: An Exploration of Call Center Foreign Direct Investment,” Proceedings of the Annual Conference of the Academy of International Business (AIB), San Juan, Puerto Rico, June.
List of 20+ previous publications in conference proceedings available on request.
Academic Conference Presentations
American Marketing Association (AMA) – Summer AMA 1995-1998, 2003, 2004, 2007-2009;
Winter AMA 2002, 2006, 2009
Academy of International Business (AIB) – 1999, 2000, 2002, 2004, 2005, 2007-2009
Informs/Marketing Science – 2009
Academy of Marketing Science/World Marketing Congress 2001
Business Marketing Academic Consortium (ISBM/CBIM) – 2000, 2003, 2004
European Marketing Academy (EMAC) – 1995-1997, 2005
Academy of Marketing (UK) – 1994-1997
Industrial Marketing and Purchasing (IMP) – 1994
Academy of Management – 2005, 2007
ACADEMIC HONORS & AWARDS
Featured faculty, Temple University Faculty Fieldwork program, for teaching excellence, Nov. 2008.
Best Paper Award for the Global and Cross-Cultural Marketing Track, 2008 Summer AMA, for “The Outsourcing and Offshoring of Customer-Facing Business Processes,” (with Stephen Tallman).
Best Reviewer Award from the 2008 Academy of International Business (AIB) conference, July, Milan.
“Diversification and Market Entry Choices in the Context of Foreign Direct Investment,” (with Ram Mudambi), named as one of the “Top 25 Hottest Articles” in International Business Review in 2008.
Selected for the AMA Doctoral Consortium, University of Cincinnati, 1997
Herbert Lehmann Graduate Fellowship at Cornell University
Miami University Alumni Merit Scholarship
PROFESSIONAL AFFILIATIONS & SERVICE
American Marketing Association
Academy of International Business
Academy of Management
Treasurer, International Management Division, Academy of Management, 2008-present.
Reviewer for academic journals, including: MIS Quarterly, Journal of International Business Studies, Journal of Retailing,Journal of Product Innovation Management, Psychology and Marketing, Industrial Marketing Management, Journal of Management Studies, Journal of International Marketing, Journal of International Management, Journal of Business and Industrial Marketing, Journal of Marketing Channels,Journal of Purchasing and Supply Management, IEEE Transactions on Engineering Management, International Marketing Review, Asia Pacific Journal of Management, Journal of World Business, Journal of Business Strategy.
Reviewer for book publishers, including: Sage Publications (2007), Routledge (2004), McGraw-Hill (2003), John Wiley & Sons (2002), Prentice-Hall (2001)
MARKETING & MANAGERIAL EXPERIENCE
1989 - 1991 PRODUCT MANAGER
BELL+HOWELL COMPANY, Allentown, Pennsylvania
Developed marketing strategies for new product development of electronic mail processing products. Created plans for international product launches.
1986 - 1988PROJECT COORDINATOR
BELL+HOWELL COMPANY, Allentown, Pennsylvania
Monitored new product development project schedules and spending.
Coordinated interdepartmental project teams.
1986MARKET RESEARCH ANALYST (temporary post)
IBM CORPORATION, Franklin Lakes, New Jersey
Analyzed competition in key sectors. Conducted segmentation analysis of the service industry. Researched opportunities and risks of single sourcing.
1985MARKET ANALYST
CORNELL UNIVERSITY/U.S. DEPT. OF AGRICULTURE
Examined industry trends and explored product alternatives in the grape and wine industry. Created and implemented telephone surveys. Developed marketing strategies.
1980 - 1982LEGISLATIVE ASSISTANT
THE NATIONAL GRANGE, Washington, D.C.
Lobbyist on rural, agricultural and trade issues for a national farm
organization. Testified before House and Senate committees.
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