Assistant Professor of Marketing

Refereed Journal Articles

"Frontline Learning and its Customer and Financial Consequences in Service Organizations," with J. Ye and J. Singh, Journal of the Academy of Marketing Science, forthcoming.

“A National Study of Physician Recommendations to Initiate and Discontinue Growth Hormone for Idiopathic Short Stature, “ with J.B. Silvers, M.B. Mercer, A. Connors, and L. Cuttler, Pediatrics, 126 (September), 468-76, 2010.

"Patient, Physician and Consumer Drivers:  Referrals for Short Stature and Access to Specialty Drugs," with L. Cuttler, M.B. Mercer, J.B. Silvers and A. Connors, Medical Care, 47 (August), 858-865, 2009.

"Do Frontline Mechanisms Matter? Impact of Quality and Productivity Orientations on Unit Revenue, Efficiency and Customer Satisfaction," with J. Ye and J. Singh, Journal of Marketing, 72 (March) 28-45, 2008.

"Strategic Change Implementation and Performance Loss in the Front Lines," with J. Ye and J. Singh, Journal of Marketing, 71 (October), 156-171, 2007.

"Actualizing Innovation Effort:  The Impact of Market Knowledge Diffusion in a Dynamic System of Competition," Journal of Marketing, 68 (July), 1-20, 2004.

"From Uncertain Intentions to Actual Behavior - A Threshold Model of 'Whether' and 'When' Salespeople Quit," with M. Chandrashekaran, F. Russ, and K. McNeilly, Journal of Marketing Research, 37 (November), 463-79, 2000.

Book Chapters

"Boundary Work and Customer Connectivity in B2B Frontline," with J. Singh and S. Brown  in Handbook on Business-to-Business Marketing, with G. Lilien and R. Grewal (editors), Edward Elgar Publishing, forthcoming.

Conference Proceedings

"The Financial Consequences of Service Quality and its Impact on Advertising Effectiveness," AMA Winter Educator's Conference, Tampa, FL, Feb. 21-23, 2009.

"Agency and Trust Mechanisms in Sales Management," with J Singhk, S. Kusari and D. Cohen, in special session on "Agency Challenges in Marketing Partnerships: Design, Relationship, and Selection Solutions," AMA Winter Educators' Conference, Tampa, FL, Feb. 21-23, 2009.

"Change Strategies and Ambiguous Roles:  Managing Frontline Performance and Psychological Wellbeing in Fast Moving Service Organizations,"  AMA Winter Educators' Conference, Austin, TX, February 2008.

"Salesperson Cognition and Behaviors:  The Complementary and Conflicting Roles of Trust and Control," with S. Kusari, J. Singh, and D. Cohen, AMA Summer Educators' Conference Proceedings, Chicago, IL., 2006.

"Trust and Control Mechanisms in Organizational Boundary Spanners' Cognitions and Behaviors," with S. Kusari, J. Singh, and D. Cohen, Academy of Management Conference Proceedings, Honolulu, HA., 2005.

Best Overall Conference Paper Award

"Deliberate Learning in the Frontlines of Service Organizations," with J. Ye and J. Singh, Academy of Management Conference Proceedings, Anaheim, California, 2008.

"Change Sans Tears:  Understanding Change Processes for Frontline Employees in Service Organizations," with J. Ye and J. Singh, Academy of Management Conference Proceedings, Seattle, WA., 2003. 



Last Edited: 9/19/2007