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
PUBLICATIONS, ResEarch UNDER REVIEW & ONGOING PROJECTS |
PRESENTATIONS, CONFERENCES, & DOCTORAL CONSORTIA |