简介

Education Ph.D. in Industrial Administration, Carnegie-Mellon University, 1983; M.Sc. in Marketing, Carnegie-Mellon University, 1980; B.Comm. (Honors), Queen's University, 1978. Research Areas Customer experience, service design, customer portfolio and revenue management; customer loyalty; customer satisfaction and services management; and dynamic models, with an emphasis on high technology services sold to business-to-business customers. Current Projects Multi-channel retailing, the customer experience, global interactive services. Academic Positions Held Arizona State University: 2004-present. Previous appointments: Professor of Marketing, Owen Graduate School of Management, Vanderbilt University, 2002-2004; Ruby K. Powell Professor of Marketing, Michael F. Price College of Business, University of Oklahoma, 1999-2001; Associate Professor, The Robert H. Smith School of Business, University of Maryland; 1995-1999. Visiting appointments: Thomas Henry Carroll Ford Foundation Visiting Associate Professor of Business Administration, Harvard Graduate School of Business Administration, Harvard University, 1998-1999. Other Positions GTE Laboratories Incorporated (now Verizon), 1987-1995