Articles in Journals:
“Small Details that Make Big Differences: a Radical Approach to
Consumption Experience as a Firm’s Differentiating Strategy,” [with
Anders Gustafsson, Janet R. McColl-Kennedy, Nancy J. Sirianni, David
K. Tse], Journal of Service Management,
25 (2), 2014, 253-74. [Finalist / “Highly Commended” for the JOSM
2014 Robert Johnston Award.]
“Understanding Gen Y and Their Use of Social Media: A Review
and Research Agenda,” [with A. Parasuraman, Ankie Hoefnagels, Nanne
Migchels, Sertan Kabadayi, Thorsten Gruber, Yuliya Komarova
Loureiro, David Solnet],
Journal of Service Management,
24 (3), 2013, 245 – 267. [Finalist / “Highly Commended” for
the JOSM 2013 Robert Johnston Award. From ISI Web of Science:
“As of November / December 2014 , this paper
received enough citations to place it in the top 1% of the academic
field of Economics & Business based on a highly cited
threshold for the field and publication year.”]
and Cash Flow Variability: Implications for Satisfaction, Loyalty,
and Customer Portfolio Management” [with Crina O. Tarasi, Anders
Gustafsson and Beth Walker], Journal of
Service Research, 16 (2), 2013, 121-37. JSR Best Article
"Decoding Customer–Firm Relationships: How Attachment Styles Help
Explain Customers’ Preferences for Closeness, Repurchase Intentions, and Changes in Relationship Breadth," [with Martin Mende and Mary Jo
Bitner], Journal of Marketing Research, 50(1)2013, pp.125-42. An earlier version appeared as Marketing Science Institute Report
"Balancing Risk and Return in a Customer Portfolio: A Reply, [with Crina O. Tarasi, Michael D. Hutt, and Beth A. Walker], Journal of Marketing, 75 (3),
"Why Attachment Security Matters: How Customers' Attachment Styles Influence Their Relationships with Service Firms and
Service Employees" [with Martin Mende], Journal of Service Research, 14 (3), 2011, 285-301.
Finalist, JSR Best Paper Award.
"Balancing Risk and Return in a Customer Portfolio," [with Crina O. Tarasi,Michael D. Hutt, & Beth A. Walker],
Journal of Marketing, 75 (3), 2011, 1-17. An earlier version appeared as Marketing Science Institute Report 09-119. Harold H. Maynard Award 2012.
"A Cross-National and Cross-Cultural Approach to Global Market Segmentation: An Application Using Consumers'
Perceived Service Quality," [with James Agarwal and Naresh K. Malhotra], Journal of International Marketing, 18 (3), 2010, 18-40.
"Customer-to-Customer Interactions: Broadening the Scope of Word of Mouth Research," [with Barak Libai, Marnix S. Bugel, Ko de Ruyter,
Oliver Gotz, Hans Riselada and Andrew T. Stephen], Journal of Service Research, 13 (3), 2010, 267-82
"Opportunities for Innovation in the Delivery of Retail Interactive Services," [with L. Berry, C. Bridges, J. Meyer, A.
Parasuraman, and K. Seiders], Journal of Interactive Marketing, 24 (2), 2010, 155-167.
"Interactive services: A framework, synthesis and research
direction,"[with Shruti Saxena-Iyer], Journal of Interactive
Marketing, 23 (1), 2009, 91-104.
"Expanding Business-to-Business Customer Relationships: Modeling the Customer's
Upgrade Decision." (with Katherine N. Lemon and Peter C. Verhoef), Journal of Marketing, 72
(1), 2008, 46-64.
"Managing Customer Relationships," (with Crina Tarasi) in Naresh K.
Malhotra (ed.) Review of Marketing Research, Volume 3, 2006, New York:
M.E. Sharpe, Inc. pp. 3-38.
"Forward-Looking Focus: Can Firms Have Adaptive Foresight?" (with
Valarie Zeithaml, John Deighton, Timothy Keiningham, Katherine N. Lemon and Andrew Peterson),
Journal of Service Research, 9 (2), 2006, 168-183.
Effect of Service Experiences over Time on a Supplier's Retention of Business Customers," (with Katherine N. Lemon and Matthew D.
Bramlett), Management Science, 52, 12, 1811-23.
Jonathan B., Jose Antonio Rosa, Ruth N. Bolton and William J. Qualls, "The Effect of Group Interactions on Satisfaction Judgments:
Satisfaction Escalation." Marketing Science, 25 (4), 2006, 301-321.
"The Theoretical Underpinnings of Customer Asset Management: A
Framework and Propositions for Future Research," (with Katherine N. Lemon and Peter Verhoef).Journal of the Academy of Marketing Science,
32 (3), 2004, 271-93.
"An Empirical Analysis of Determinants of Retailer Pricing Strategy"
(with Venkatesh Shankar), Marketing Science, 23 (1), 2004, 28-49.
Derived Taxonomy of Retailer Pricing and Promotion Strategies," (with Venkatesh Shankar), Journal of Retailing,
79 (4), 2003, 213-224. Davidson Award Honorable Mention for the Best article in Journal of Retailing
2003, Volume 79.
"Price-Based Global Market Segmentation for Services," (with Matthew B. Myers),Journal of Marketing,
67 (3), 2003, 108-128.
"Striking the Right Balance: Designing Service to Enhance Business-to-Business Relationships" (with Amy K. Smith
and Janet Wagner), Journal of Service Research, 2003, 271-291
Finalist for Journal of Service Research Excellence in Service
Research (best article) Award, 2003.(download
correct Figure here)
"How Marketing Actions Affect the Value of Customer Assets," (with Paul Berger, Douglas Bowman, Elten Briggs, V. Kumar, A. Parasuraman
and Creed Terry), Journal of Service Research, 5, 2002, 39-54.
Winner of Best Article Journal of Service Research 2002.
"Modeling the Effect of Customers' Emotional Responses to Service Failures On Their Recovery Effort Evaluations and Satisfaction Judgments" (with
Amy K. Smith), Journal of the Academy of Marketing Science 30 (1), Winter 2002, pp. 5-23.
"Implication of Loyalty Programs and Service Experiences for Customer Retention and Value," (with P.K. Kannan and Matthew D.
Bramlett). Journal of the Academy of Marketing Science, Volume 28, (1), 2000, 95-108.
"A Model of
Customer Satisfaction With Service Encounters Involving Failure and Recovery," (with Amy K. Smith and Janet Wagner). Journal of
Marketing Research, 36 (3), 1999, 356-72.
"A Dynamic Model of Customers' Usage of Services: Usage as an Antecedent and Consequence of Satisfaction," (with Katherine N.
Lemon). Journal of Marketing Research, 36 (2), 1999, 171-86.
"An Experimental Investigation of Service Failure and Recovery: Paradox or Peril?" (with Amy K. Smith).
Journal of Service Research, 1 (1), 1998, 65-81. Received the FedEx Excellence in Service
Research award for the best article published in the Journal of Service Research, Volume 1.
"A Dynamic Model
of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction." Marketing Science,
17 (1), 1998, 45-65.
"Covering the Market,"Marketing Research: A Magazine of Management and
Applications, 6 (3), 1994, 30-35.
"Pretesting Questionnaires: Content Analyses of Respondents' Concurrent Verbal Protocols," Marketing Science,
12 (3), 1993, 280-303.
"The Structure of Customer Satisfaction: Effects of Survey Measurement, (with James H. Drew), Journal of Customer
Satisfaction, Dissatisfaction and Complaining Behavior, 4, 1991, 21-30.
"Mitigating the Effect of a Service Encounter" (with James H. Drew), Marketing Letters,
3 (1), 1991, 57-70.
"Quantitative Analyses of Depth Interviews" (with Tina M. Bronkhorst), Psychology and Marketing, 8 (4), 1991, 275-297.
"A Multi-Stage Model of Customers' Assessments of Service Quality and Value" (with
James H. Drew), Journal of Consumer Research, 17 (4), 1991, 375-384.
"A Longitudinal Analysis of the Impact of Service Changes on
Customer Attitudes," (with James H. Drew), Journal of Marketing, 55 (1), 1991, 1-10.
"Pretesting Alternative Survey Administration Designs," (with R. Chapman and J.
Zych), Applied Marketing Research, 30 (3), 1990, 8-13.
"The Customer Satisfaction Feedback Loop for Local Telephone Service (with James
H. Drew), Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 3, 1990, 29-35.
"The Robustness of Retail-Level Price Elasticity Estimates," Journal of Retailing, 65 (2), 1989, pp. 193-218.
Between Market Characteristics and Promotional Price Elasticities," Marketing Science, 8 (2), 1989, pp. 153-69.
"Sales Response Modeling: Gains in Efficiency from System Estimation,"
Journal of Business Research, 18 (2), 1989, pp. 107-25.
"Implications of Market Structure for Elasticity Structure" (with
Gary J. Russell), Journal of Marketing Research, 25 (3), 1988, pp. 229-41.
"Searching for Positive Returns at the Track: A Multinomial Logit Model for
Handicapping Horse Races" (with Randall G. Chapman), Management
Science, 32 (8), 1986, pp. 1040-60.
"Modeling the Impact of Television Food Advertising on Children's
Diets," Current Issues and Research in Advertising (1), 1983, pp.
Chapters in Books:
“Risk Considerations in the
Management of Customer Equity,” [with Crina O. Tarasi], in V. Kumar
and Denish Shah (Editors), Handbook of Customer Equity,
Chapter 14, MA, USA: Edward Elgar Publishing Ltd., 2015, pp. 335-62.
“Building long term relationships between service organizations and
customers,” (with Ranjit M. Christopher), Chapter 2 in Handbook of Service Marketing Research,
Roland T. Rust and Ming-Hui Huang (Editors), MA, USA: Edward Elgar
Publishing Ltd., 2014, pp. 11-36.
"Managing Customer Relationships," [with Crina O. Tarasi] in Naresh K. Malhotra (ed.) Review of Marketing Research, Volume 3, 2006,
New York: M. E. Sharpe Inc. 3-38.
"Recent Trends and Emerging Practices in Retail Pricing," [with Venkatesh Shankar and Detra Montoya], Retailing
in the 21st Century; Current and Future Trends, Manfred Krafft and Murali Mantrala (Eds.),
New York: Springer, pp. 255-270.
"Relationship Marketing in Mass Markets," (with C. B. Bhattacharya), Handbook of Relationship Marketing, Jagdish N. Sheth and Atul
Parvatiyar (Eds.), 2000, Sage Publications:Thousand Oaks, CA, 327-54.
"Questionnaire Pretesting: Computer Assisted Coding of Concurrent Protocols" [with Tina M. Bronkhorst], Norbert Schwarz and
Seymour Sudman (Eds.), Answering Questions, 1995, San Francisco: Jossey-Bass Publishers, 37-64.
"Linking Customer Intelligence to Service Operations: Exploiting the Connection at GTE" [with James H. Drew], in Teresa A.
Swartz, David E. Bowen and Stephen W. Brown (Eds.), Advances in Services Marketing and Management, V4, 1994, Greenwich, CT:
JAI Press, 119-140.
"Factors Influencing Customers' Assessments of Service Quality and Their Invocation of a Service Warranty" [with James H. Drew], in
Teresa A. Swartz, David E. Bowen and Stephen W. Brown (Eds.), Advances in Services Marketing and Management, V4, 1994,
Greenwich, CT: JAI Press, 195-210.
"Linking Customer Satisfaction to Service Operations and Outcomes" [with James H. Drew], in Roland T. Rust and Richard L. Oliver
(Eds.), Service Quality: New Directions in Theory and Practice, 1994, Chapter 8, Newbury Park, CA: Sage
Publications, Inc., 173-200.
"Evaluating Pricing Strategies for New Residential Services in the Telecommunications Industry," in Ruby Roy Dholakia (Ed.),
Strategic Perspective on the Marketing of Information Technologies, 1994, Greenwich, Connecticut: JAI Press, 177-96.
Refereed Articles in Conference Proceedings:
"The Relationship Between Customer Complaints to the Firm and Subsequent Exit Behavior" [with Tina M. Bronkhorst], Advances in
Consumer Research V 22, Provo, Utah: Association for Consumer Research, 1995.
"An Exploratory Investigation of Questionnaire Pretesting with Verbal Protocol Analysis," Advances in Consumer Research, 18,
Provo, Utah: Association for Consumer Research, 1991, 558-65.
"The Structure of Customer Complaint Behavior in the Airline Industry" (with Randall G. Chapman), in Jon M. Hawes (Ed.),
Developments in Marketing Science, Vol. XII, Akron, Ohio: Academy of Marketing Science, 1989, pp. 546-51.
"A Model of Perceived Service Value (Abstract)" (with James H. Drew), in Gary Frazier, Charles Ingene et al. (Eds.), 1988 AMA
Educators' Conference Proceedings, Chicago: American Marketing Association, 1988, p. 213.
"Service Value and Its Measurement: Local Telephone Service" (with James H. Drew), in Carol Suprenant (Ed.), Add Value to Your
Service, Chicago: American Marketing Association, 1987, pp. 49-54.
"Simultaneous Versus Sequential Estimation of Multi-Stage Models of Perception, Preference, and Choice" (with Randall G. Chapman),
Advances in Consumer Research, 8, Provo, UT: Association for Consumer Research, 1986, pp. 463-8.
"Attribute Presentation Order Bias and Nonstationarity in Full
Profile Conjoint Analysis Tasks" (with Randall G. Chapman), in Robert F. Lusch et al (Eds.), 1985 AMA Educators' Conference
Proceedings, Chicago, Illinois: American Marketing Association, 1985, pp. 373-9.
"An Audit of Structural Modeling Applications in Marketing" (with Randall G. Chapman), in 1984 AMA Educators' Conference
Proceedings, Chicago, Illinois: American Marketing Association, 1984, pp. 350-4.
"Comment: Customer Engagement: Opportunities and Challenges for
Organizations," Journal of Service Research, 14 (3), 2011, 272-4.
"To JM on Its 75th Anniversary,"
Journal of Marketing, 75 (4), 2011, 129-131. [Invited article celebrating Journal of Marketing's
"MSI 50: Years Ahead,"
Marketing Management, 20 (2), 2011, p.44. [Invited article celebrating MSI's Fiftieth Anniversary.]
"Reflections: Kent B. Monroe" in Legends in Marketing Series: Kent B. Monroe, Volume 7, Sage Publications, 2010 (forthcoming).
Essential Readings in Marketing 2006-10 Update (with Ross Rizley), Marketing Science Institute Report, 2010.
"Six strategies for competing through service: An agenda for future research" (with
Dhruv Grewal and Michael Levy, Journal of Retailing, 81 (3), 2007, 1-4. (Editorial introducing the special issue on "Competing
Essential Readings in Marketing (with Leigh McAlister, Ross
Rizley), Marketing Science Institute Report 06-601.
"Beyond EDLP and HiLo: A new customised approach to retail pricing,"
(with Detra Montoya and Venkatesh Shankar), European Retail Digest, Issue 49, pp 7-10. (Feature Article, Lead article.)
"Marketing Renaissance: Opportunities and Imperatives for
Improving Marketing Thought, Practice and Infrastructure," Journal of Marketing, 69 (4), p. 1. [Editorial]
"The Implications of 'Big M' Marketing for Modeling Service and Relationships,"
Marketing Science [Invited Commentary].
Forward to The Service-Dominant Logic of Marketing: Dialog,
Debate, and Directions, Robert F. Lusch, Stephen L. Vargo (eds.) M. E. Sharpe 2006, pp. ix-xi. [Invited Essay].
"From the Editor," Journal of Marketing, 67 (1), 2003, p. 1. [Editorial]
"Marketing Challenges of E-Services," Communications of the Association for Computing Machinery
(June), New York: Association for Computing Machinery, 46 (6), June 2003, pp. 43-44.