| Name | Pallavi R Kamath |
| Subject Area | Operations |
| pallavi.k@iba.ac.in |
Pallavi R. Kamath is completing her Ph.D. in Management from Manipal Institute of Management, Manipal Academy of Higher Education, Manipal. Her Ph.D. dissertation is currently under the final evaluation. It examines how service providers in general and retail banks in particular, can bring about sustained customer loyalty through effective service recovery management. Her Ph.D. research experience has contributed to her expertise in conducting large scale surveys, performing basic and advanced analysis using multiple software (e.g., SPSS, SmartPLS, Bibexcel, and VOSviewer), and academic writing. Her areas of research include service operations management, service recovery, and customer experience. She has published her research papers in top-rated referred International journals (ranked ‘A’ in ABDC) and presented her research at National and International conferences. She also has an MBA from School of Management, Manipal University and a BBM from Poornaprajna College (under the Mangalore University). Besides, she is also passionate towards teaching. Her teaching interests cover production and operations management, operations management in service industries, total quality management, project management, and logistics and supply chain management.
- Ph.D. in Management from Manipal Institute of Management, Manipal Academy of Higher Education, Manipal (Ph.D. thesis under evaluation).
- Master of Business Administration (Operations and Finance specializations) from School of Management, Manipal University, Manipal.
- Bachelor of Business Management from Poornaprajna College, Udupi under the Mangalore University.
- • Received the second prize in paper presentation in the Management discipline at Manipal Research Colloquium 2019 held at Manipal Academy of Higher Education, Manipal.
- Received a full-time Ph.D. scholarship with 100% fees waiver by Manipal Academy of Higher Education, Manipal in 2018.
- Awarded the Gold Medal for the best outgoing Post-graduate student (M.B.A.) of School of Management, Manipal University for the year 2015-17 by Manipal University, Manipal.
- Awarded ‘Best Master of Business Administration (M.B.A.) student’ for commendable performance in academics in the year 2015 by School of Management, Manipal University.
- Service operations management, Service recovery, Customer experience
- Kamath, P. R., Pai, Y. P., & Prabhu, N. K.P. (2020). Determinants of recovery satisfaction and service loyalty: The differing effects of service recovery system and service recovery performance. Journal of Service Theory and Practice, 30(6), 643-679. https://doi.org/10.1108/JSTP-12-2019-0251 (ABDC Journal ranking – A; 2019 Journal Impact factor – 3.512)
- Kamath, P. R., Pai, Y. P., & Prabhu, N. K.P. (2020). Building customer loyalty in retail banking: A serial mediation approach. International Journal of Bank Marketing, 38(2), 456-484. https://doi.org/10.1108/IJBM-01-2019-0034 (ABDC Journal ranking – A; 2019 Journal Impact factor – 2.800)
- Mukesh, H. V., Prabhu, N., Koodamara, N. K., Chakraborty, S., & Kamath, P. (2020). Entrepreneurial potential of students of MBA and engineering schools in the Indian context: Roles of leadership and achievement motivation. Journal of Applied Research in Higher Education, 13(3), 782-810. https://doi.org/10.1108/JARHE-01-2020-0025
- Kamath, P. R., Pai, Y. P., & Prabhu, N. K.P. (2020). “Determinants of attitudinal and behavioral loyalty: Influence of service recovery system, service recovery performance, and recovery satisfaction” in National Conference on Convergence of Management Practices in the Era of Industry 4.0 organized by School of Management, National Institute of Technology Karnataka, Surathkal on 23 July 2020.
- Kamath, P. R., Pai, Y. P., & Prabhu, N. K.P. (2019). “Enhancing customer loyalty in retail banking” in Manipal Research Colloquium 2019 held at Manipal Academy of Higher Education, Manipal on 1 April 2019.
- Kamath, P. R., Pai, Y. P., & Prabhu, N. K.P. (2018). “Impact of service recovery system on learning through service failures in Indian retail banking context” in 1st International Conference on Commerce and Pharma Management held at Manipal Academy of Higher Education, Manipal on 27 September 2018.