Jaime Salas

Dr. Jim Salas is an assistant professor of marketing and has more than 12 years of industry experience. His main research is focused on the implementation of service infusion strategies among traditional industrial manufacturers. His research was sponsored by the Center for Services Leadership at Arizona State University, where he won several teaching awards. Prior to his studies at ASU, Professor Salas spent more than a decade in corporate sales at AT&T, where he held several management and consulting positions. Salas is a member of the PhD Project, American Marketing Association and Academy of Marketing Science. He has presented his work at academic conferences and at multinational corporations. In addition to teaching, Salas leads an international research team working extensively with a leading European technology company in implementing service infusion strategies.

Education

Arizona State University

Doctor of Philosophy

Arizona State University

Master of Business Administration

University of Phoenix

Bachelor of the Arts

Curriculum Vitae

Education

Arizona State University

Doctor of Philosophy

Arizona State University

Master of Business Administration

University of Phoenix

Bachelor of the Arts

Dissertation

Replicating Hybrid Solutions for Business Customers: The Determinants for Success

To advance revenue and profit growth, many traditional manufacturers are creating hybrid offerings that combine products and services into innovative value propositions for customers. A hybrid offering represents a combination of one or more goods and one or more services that together offer more customer benefits than if the good and service were available separately. While such offerings can provide a strong differential advantage, the financial success of a hybrid strategy rests on the ability of a firm to develop a solution for one customer and to successfully replicate that solution for other customers. This study seeks to advance the understanding of the factors that facilitate and retard the successful replication of a hybrid offering.

By taking an organizational learning perspective, the study centers on how knowledge- sharing practices drive the hybrid offering transfer process. Attention is given to the relational processes and knowledge characteristics between the organizational actors who are directly involved in the exchange. These actors hold specific knowledge assets of the firm (products, services, interfaces, and processes) and customer (requirements, operations, and processes). A fundamental challenge lies in how firms coordinate these multi-domain areas of expertise so they can re-utilize knowledge that is already in use.

Organizational routines not only function as a coordinating mechanism within the firm but also serve as the conceptual lens to study the replication of hybrid offerings. This work fills a gap in the growing solutions marketing research agenda by giving explicit focus to how firms create, retain, and transfer knowledge within the firm.

A Fortune-100 traditional manufacturing company in the business-to-business market, which has embraced the hybrid offerings concept and begun a companywide initiative to support the strategy throughout the firm, is funding this research. The study will center on a sample of one set of successful hybrid offering transfers and another set of unsuccessful hybrid offering transfers. Once these hybrid offerings are identified, key informants associated with each type of transfer (successful/unsuccessful) are surveyed. Respondents will include: (a) the source of the hybrid offering, identified as the firm members (sales account team) involved in the creation of the hybrid offering template, the recipient of the hybrid offering, identified as the firm members (sales account team) who sold the hybrid offering template to another customer, and (c) the customer to whom the recipient sales team sold the hybrid offering template. Multiple methods (depth interviews and an associated survey of group members) will be used to test the relationships among the characteristics of the factors involved in prototyping and performance.

Research

Research Interest

• Service Infusion: the implementation of solution-centric strategies and their effect on the sales organization.
• Sales Interface: sales relationships with various units of the firm and their effect on marketing outcomes.
• Social Networks: the network effects of firm/customer relationships and marketing strategy.

Presentations:

"The Sales and Service Delivery Interface: A Determinant of Service Infusion Success" 2011 Frontiers in Service Conference, Ohio State University with Stephen W. Brown and Michael Hutt.

Manuscript in Process:

"Dynamic Capabilities and the Service Infusion Continuum: A Framework for Service Infusion Success" with Valarie Zeithaml, Mary Jo Bitner and Stephen Brown.

Works in Progress:

Salas, Jim and Donald W. Jackson Jr., "Isolating the Correlates of SALESPERF".

Salas, Jim and Donald W. Jackson Jr., "Examining the use of Adaptive Selling Behavior in a Team Selling Context". Data collected and analyzed.

Teaching Interest and Experience

Teaching Interest:

• Marketing Strategy
• Sales Management & Key Account Management
• Business-to-Business Marketing
• Services Marketing Strategy

Teaching Experience & Evaluations:

 

| Course | Semester/Yr | Rating* | | --- | --- | --- | |

MKT 414 Global Strategic Marketing

MKT 302 Applied Marketing & Leadership

MKT 442 Services Marketing Strategy

MKT 302 Applied Marketing & Leadership

MKT 302 Applied Marketing & Leadership

MKT 452 Business-to-Business Marketing Strategy

MKT 452 Business-to-Business Marketing Strategy

|

Fall 2009

Summer2010

Fall 2010

Summer2011

Fall 2011

Fall 2011

Spring 2012

|

6.34

6.17

6.79

6.85

6.75

6.64

6.57

|

 *Overall Ratings based on a 7-point scale (1=Very Poor, 7=Very Good).

Teaching Awards

2011 Ken Coney Doctoral Student Outstanding Teaching Award, Department of Marketing, W.P. Carey School of Business, Arizona State University.

2012 Ken Coney Doctoral Student Outstanding Teaching Award, Department of Marketing, W.P. Carey School of Business, Arizona State University.

Honors and Awards

2007 PhD Project, Annual Conference Attendee and travel grant recipient.

2008 PhD Project & AMA Annual Conference Attendee and travel grant recipient.

2009 Sheth Foundation Annual AMS/PhD Project Conference travel grant recipient.

2009 Arizona State University, Sun Devil Marketing Alumni Teaching Fellowship.

2009 PhD Project & AMA Annual Conference Attendee and travel grant recipient.

2009 AMA Foundation Valuing Diversity Scholarship

2010 Alfred Schmidt Memorial Scholarship

2010 Louis H. Grossman "Life Leadership" Scholarship

2011 Alfred Schmidt Memorial Scholarship

2011 PhD Project, AMA/MDSA Annual Conference Attendee and recipient of travel grant.

Invited Presentations

Salas, Jaime, Michael Hutt D. Hutt, Beth A. Walker, Sungho Park, and Wolfgang Ulaga, "Replicating Hybrid Solutions for Business Customers: The Determinants for Success," Central Michigan University (9-2012)

Salas, Jaime, Michael Hutt D. Hutt, Beth A. Walker, Sungho Park, and Wolfgang Ulaga, "Replicating Hybrid Solutions for Business Customers: The Determinants for Success," Elon University, Martha and Spencer Love School of Business (9-2012)

Salas, Jaime, Michael Hutt D. Hutt, Beth A. Walker, Sungho Park, and Wolfgang Ulaga, "Replicating Hybrid Solutions for Business Customers: The Determinants for Success," Michigan State University, Eli Broad College of Business (9-2012)

Salas, Jaime, Michael Hutt D. Hutt, Beth A. Walker, Sungho Park, and Wolfgang Ulaga, "Replicating Hybrid Solutions for Business Customers: The Determinants for Success," Salisbury University, Perdue School of Business (10-2012)

Salas, Jaime, Michael Hutt D. Hutt, Beth A. Walker, Sungho Park, and Wolfgang Ulaga, "Replicating Hybrid Solutions for Business Customers: The Determinants for Success," Pepperdine University, Graziadio School of Business (10-2012)

Salas, Jaime, Michael Hutt D. Hutt, Beth A. Walker, Sungho Park, and Wolfgang Ulaga, "Replicating Hybrid Solutions for Business Customers: The Determinants for Success," California State University at Fullerton, Mihaylo College of Business and Economics (10-2012)

Coursework

Fall 2008 Marketing Seminar—Marketing Management, Dr. Michael Hutt Marketing Seminar—Research Methods, Dr. Cheryl Jarvis Statistics Seminar—Multiple Regression, Dr. Marilyn Thompson

Spring 2009 Marketing Seminar—Consumer Behavior, Dr. Stephen Nowlis Sociology Seminar —Sociological Theory, Dr. Victor Agadjanian Statistics Seminar—ANOVA, Dr. Samuel Green

Fall 2009 Marketing Seminar—Services, Dr. Mary Jo Bitner

Statistics Seminar—Multivariate Analysis, Dr. Samuel Green

Spring 2010 Marketing Seminar—New Product Development, Dr. Rajiv Sinha Statistics Seminar—Structural Equation Modeling, Dr. Marilyn Thompson Management Seminar—Organizational Behavior Theory, Dr. Kevin Corley

Spring 2011 Statistics Seminar—Advanced Topics in Structured Equation Modeling, Dr. Samuel Green (Audit)

Service

Center for Services Leadership-

Facilitator for Services Blueprinting workshop: Fall 2008 & Winter, 2009

Facilitator for a custom workshop for a global CSL board member company.

Workshop focused on service transition strategies for a product dominant firm-Winter, 2010.

Facilitator at the CSL Service Leadership Institute workshop-Winter, 2010 and 2011.

Manufacturers'' Representatives Educational Research Foundation-Served as a facilitator during their annual Sales Professional designation program. Winter 2009- 2011

Panel participant in PhD Project''s MDSA Annual Conference for entering first year students-Summer, 2009.

Panel participant & university recruiter during PhD Project''s Conference for prospective PhD students-Fall, 2011.

Ad Hoc Reviewer: Journal of Marketing

Industry Employment History

AT&T, 2000 – 2008
Client Engagement Manager

Created and managed large custom IT solutions by bringing together multiple subcontractors with in-house expertise to create new product solution portfolios.

Built custom scope of works, negotiated pricing with subcontractors, customers and in-house expertise. Responsible for annual sales quota attainment and designing innovative solutions that can be sold to customer base.

Client Business Manager

Key account management position where I managed a sales team in support of high-value clients, achieving annual sales quotas and consistent President''s Club honors.

Sales Manager

Managed a sales team of up to 12 key account sales reps throughout Arizona. Recognized for an Outstanding Sales Leadership Award for the sales region and promoting team members into management.

Norstan Communications 1998 – 2000
Account Manager

Responsible for covering and managing strategic accounts. Winner of national sales presentation contest sponsored by our manufacturing partner and President''s Club honors.

Reference

Dr. Michael D. Hutt
Ford Motor Company Professor of Marketing
Department of Marketing
W.P. Carey School of Business Arizona State University
(480) 965-6205

Dr. Beth A. Walker Department Chair
AT&T Professor of Services Marketing & Management
W.P. Carey School of Business Arizona State University
(480) 965-6242

Dr. Wolfgang Ulaga
Professor of B2B Marketing & Strategy
IMD Business School Lausanne, Switzerland

Dr. Stephen W. Brown Professor Emeritus
Edward M. Carson Chair in Services Marketing
W.P. Carey School of Business Arizona State University
(480) 965-6310

Dr. Mary Jo Bitner PetSmart Chair in Services Leadership
W.P. Carey School of Business Arizona State University
(480) 965-1992