M
Mayuram S. Krishnan
Researcher at University of Michigan
Publications - 111
Citations - 11428
Mayuram S. Krishnan is an academic researcher from University of Michigan. The author has contributed to research in topics: Customer satisfaction & Software quality. The author has an hindex of 42, co-authored 110 publications receiving 10769 citations. Previous affiliations of Mayuram S. Krishnan include Alcatel-Lucent & Carnegie Mellon University.
Papers
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The personalization privacy paradox: an empirical evaluation of information transparency and the willingness to be profiled online for personalization
TL;DR: This study examines the relationship between information technology features, specifically information transparency features, and consumer willingness to share information for online personalization and indicates that customers who desire greater information transparency are less willing to be profiled.
Posted Content
Where Do Capabilities Come From and How Do They Matter? A Study in the Software Services Industry
TL;DR: In this paper, a large sample of detailed project level data from a leading firm in the global software services industry is used to empirically study the importance of capabilities and find that two broad classes of capabilities are significant.
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Customer Satisfaction and Stock Prices: High Returns, Low Risk:
TL;DR: In this paper, the authors find that customer satisfaction, as measured by the American Customer Satisfaction Index (ACSI), is significantly related to market value of equity and that satisfied customers are economic assets with high returns/low risk.
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Why Do Customer Relationship Management Applications Affect Customer Satisfaction
TL;DR: In this article, an analysis of archival data for a cross-section of U.S. firms showed that the use of CRM applications is positively associated with improved customer knowledge and improved customer satisfaction.
Journal ArticleDOI
Where do capabilities come from and how do they matter? A study in the software services industry
TL;DR: In this paper, a large sample of detailed project-level data from a leading firm in the global software services industry is used to empirically study the importance of capabilities and find that two broad classes of capabilities are significant.