University of Essex

School of Entrepreneurship & Business

Staff Biography

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Dr Madhumita Banerjee
[Lecturer in Marketing]

t: +44 (0) 1702 328392
e: mbaner@essex.ac.uk

Madhumita Banerjee is a Lecturer in Marketing and Programme Director for MSc in International Marketing and Entrepreneurship and BSc Marketing and Innovation. She gained her PhD from the Department of Marketing, Strathclyde Business School , University of Strathclyde , UK . Her doctoral thesis examined the strategy, implementation and customer experience of multiple channel integration and its role and contribution to firm-customer relationships. Madhu completed an MSc in International Marketing from University of Strathclyde , UK , MBA from International Management Institute, Belgium and Undergraduate Studies from SNDT University , India . Prior to joining SEB in 2005, she was a research and teaching assistant at the Department of Marketing, University of Strathclyde while pursuing her doctoral research. Before joining academia, she had a corporate career, starting in the design industry with architectural firms in India and after completing her MBA, in strategic market research and planning with AC Nielsen ORG-MARG, India where she undertook assignments across a range of industry sectors. She is also a visiting faculty member at the Indian Institute of Management, Ahmedabad , India. 

Discipline

Marketing - with a focus on Marketing Channels, Services Marketing and Relationship Marketing

RESEARCH INTERESTS

TEACHING AT SEB

Programme Director:

Module leader for MSc International Marketing and Entrepreneurship modules

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PUBLICATIONS

Book chapters

Banerjee M. (2007), Internet banking: Channel as an interaction builder for bank-customer relationships, in Self-service in the Internet Age: Expectations and Experiences, Oliver D., Livermore R. and Sudaweeks F. (Eds.) NY: Springer, (forthcoming 2008)

Refereed journal publications

Hart S., Hogg G. and Banerjee M. (2004), Does the level of experience have an effect on CRM programmes? Exploratory research findings, Industrial Marketing Management, 33, (6), August, 549-560

Hart S., Banerjee M., Tzokas N. and Roslender R. (2004), The effect of experience on the market orientation of customer databases: exploratory evidences from the UK , Journal of Customer Behaviour, 3, (1), 101-117

Hart S., Hogg G. and Banerjee M. (2002), An examination of primary stakeholders’ opinions in CRM: convergence or divergence?, Journal of Customer Behaviour, 1, (2), 241-267

Refereed conference proceedings

(2008), Inter-sectoral isomorphism - the assimilating service orientaltion of public and private sector organisations, accepted for 37th European Marketing Academy Conference, University of Brighton, Brighton, UK, May, 2008 (with Caemmerer B.)

(2008), Emotions in customer experience and their impact on firm-customer relationships: Empirical evidence from UK, Global Marketing Conference, Shanghai Jiao Tong University, Shanghai, China, March, 2008

(2007), Using realism research to examine multiple stateholder perspectives of a CRM process: Building a chain of evidence, Plenary Session: CRM: Strategic Issues, RM Summit 2007 - International Colloquium on Relationship Marketing and American Marketing Assiciation SIG on RM, Universidad Torcuato Di Tella, Buenos Aires, Argentina, December, 2007

(2007), Relational embeddedness of dyadic relationships, TIO and the impact on relationship quality, RM Summit 2007 – International Colloquium on Relationship Marketing and American Marketing Association SIG on RM, Universidad Torcuato Di Tella, Buenos Aires, Argentina, December, 2007 (with Singh R. and Oburai P.)

(2007), Using realism research to examine multiple stakeholder perspectives of a CRM process: Building a chain of evidence, accepted for RM Summit 2007 – International Colloquium on Relationship Marketing and American Marketing Association SIG on RM, (forthcoming December, 2007 , Universidad Torcuato Di Tella, Argentina )

(2006), Creativity, customers and new service development: Developing issues for interdisciplinary research at the Marketing/Entrepreneurship interface, 6th International Entrepreneurship Forum, RISEBA, Riga, Latvia, September, 2006

(2006), Customer experience of multiple channels: Implications for channel integration and firm-customer relationships, UK Academy of Marketing Conference, Middlesex Business School, London, July, 2006, (with Hart S.)

(2006), Multiple channel integration strategy and implementation: Empirical evidence from retail bank and technology partner firms’ perspectives, 35th European Marketing Academy Conference, Athens, Greece, May, 2006, (with Hart S.)

(2005), Customer experience of multiple channels: Implications for channel integration and firm-customer relationships, 2nd workshop on relationship marketing, European Institute for Advanced Studies in Management(EIASM), Brussels, October, 2005, (with Hart S.)

(2004), Multiple channel integration in customer relationship management: A conceptual framework, Poster for 33rd European Marketing Academy Conference (EMAC), University of Murcia , Spain , May, 2004, (with Hart S.)

(2003), Does the level of experience have an effect on CRM programmes? Exploratory research findings, UK Academy of Marketing Conference, Leeds Business School, UK, July, 2003, (with Hart S. and Hogg G.)

(2003), Does the level of experience have an effect on CRM programmes? Exploratory research findings, 7 th research conference on relationship marketing and customer relationship management, American Marketing Association, Frei University , Berlin, Germany, June, 2003 (with Hart S. and Hogg G.)

(2003), Market orientation of a firm reflected in the use of customer databases?, 32 nd European Marketing Academy Conference, University of Strathclyde, Glasgow, UK, May, 2003, (with Hart S., Tzokas N. and Roselender R.)

(2002), Evaluation and valuation of customer databases: Evidences from UK , 10 th International Colloquium on Relationship Marketing, Kaiserslautern, September, 2002 (with Hart S., Tzokas N. and Roselender R.)

(2002), An examination of primary stakeholders’ opinions in CRM: convergence or divergence?, UK Academy of Marketing Conference, Nottingham Business School, UK, July, 2002 (with Hart S. & Hogg G.)

(2002), An examination of primary stakeholders’ opinions in CRM: convergence or divergence?, 6 th research conference on relationship marketing and customer relationship management, American Marketing Association, Georgia Tech University, Atlanta, USA, June, 2002, (with Hart S. and Hogg G.)

Professional articles/ e-papers/ working papers

(2008), Conceptualising and implementing multiple channel integration strategy: Gap between rhetoric and reality, in review process (with Hart S.)

(2008), Service relationship strategies in the public and private sector, in review process (with Caemmerer B.)

RESEARCH PROJECTS

 “Customer Database usage”, project sponsored by The Royal Mail, UK and Institute of Direct Marketing – University of Strathclyde , 2000

HONOURS / AWARDS

Carnegie Foundation research grants for doctoral research fieldwork (2003 and 2004)

Department of Marketing, University of Strathclyde research assistantship for doctoral research studies (2001-2004)