Research

---

As an organizational frontline and services marketing researcher, my three primary areas of interest fall at the intersection of the marketing strategy and consumer behavior research domains, including:

• Frontline employee-customer interactions (emphasis on service failure and recovery)
• Research at the sales-service interface
• The role in and influence of technology integration on consumer behavior and service management ​

---

All Research

PUBLICATIONS, ResEarch UNDER REVIEW & ONGOING PROJECTS

Presentations & Consortia

PRESENTATIONS, CONFERENCES, & DOCTORAL CONSORTIA