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Research

Recent Publications

Abdul Ali's publications include:

  • A Casebook for Business Statistics: Laboratories for Decision Making, Norean Sharpe, Abdul Ali and Mark Potter, John Wiley & Sons, 2001.

Norman Govoni's publications include:

  • Dictionary of Marketing Communications, Sage Publications, 2004.
  • Integrated Marketing Communications Campaign Plan Guidelines (Interactive Version) written to accompany Advertising and Promotion, 6/e, Belch & Belch. McGraw-Hill/Irwin, 2004.

Dhruv Grewal's publications include:

  • Roggeveen, Anne, Dhruv Grewal and Jerry Gotlieb (2006), “Does the Frame of a Comparative Ad Moderate the Effectiveness of Extrinsic Information Cues?,” Journal of Consumer Research, June, (forthcoming).
  • Lindsey-Mullikin, Joan and Dhruv Grewal (2006), “Market Price Variation: The Availability of Internet Market Information,” Journal of the Academy of Marketing Science, (forthcoming).
  • Grewal, Dhruv and Joan Lindsey-Mullikin (2006), “The Moderating Role of the Price Frame on the Effects of Price Range and Number of Competitors on Consumers’ Search Intentions,” Journal of the Academy of Marketing Science, (forthcoming).
  • Seiders, Kathleen, Glenn Voss, Dhruv Grewal and Andrea Godfrey (2005), “Do Satisfied Customers Buy More? Examining Moderating Influences in a Retailing Context,” Journal of Marketing, October.
  • Levy, Michael, Dhruv Grewal, Robert A. Peterson and Bob Connolly (2005), “The Big Middle,” Journal of Retailing, (Editorial), 81 (2).
  • Miyazaki, Anthony, Dhruv Grewal, and Ronnie Goodstein (2005), “The Effect of Multiple Extrinsic Cues on Quality Perceptions: A Matter of Consistency,” Journal of Consumer Research, June.
  • Grewal, Dhruv, Michael Levy, and Donald Lehmann (2004), “Retail Branding and Loyalty: An Overview,” Journal of Retailing, 80 (4), ix-xii. (Editorial).
  • Levy, Michael, Dhruv Grewal, Praveen Kopalle and James Hess (2004), “Keys to Profitable Retail Pricing, Journal of Retailing, 80(3), xiii-xxi (Editorial).
  • Grewal, Dhruv, David Hardesty and Gopalkrishnan Iyer (2004), “The Effects of Buyer Identification and Purchase Timing on Consumers’ Perceptions of Trust, Price Fairness, and Repurchase Intentions,” Journal of Interactive Marketing, 18 (4), 87-100.
  • Gotlieb, Jerry, Dhruv Grewal, Michael Levy and Joan Lindsey-Mullikin (2004), “An Examination of Moderators of the Effects of Customers’ Evaluation of Employee Courtesy on Attitude Toward the Service Firm,” Journal of Applied Social Psychology, 34 (April), 825-847.
  • Grewal, Dhruv, Gopalkrishnan R. Iyer and Michael Levy (2004), “Internet Retailing: Enablers, Limiters and Market Consequences,” Journal of Business Research, 57 (7), 703-713.
  • Compeau, Larry, Joan Lindsey-Mullikin, Dhruv Grewal and Ross Petty, (2004) “An Analysis of Consumers’ Interpretations of the Semantic Phrases Found in Comparative Price Advertisements,” Journal of Consumer Affairs, 38 (Summer), 178-187.
  • Grewal, Dhruv, Joan Lindsey-Mullikin, and Jeanne Munger (2004), “Loyalty in e-Tailing: A Conceptual Framework,” Journal of Relationship Marketing, 2 (3/4), 31-49.
  • Reprinted in Customer Relationship Marketing in Electronic Markets, Gopalkrishnan R. Iyer and David Bejou (Editors), Hawthorne Press Inc.
  • Montoya-Weiss, Mitzi, Glenn Voss and Dhruv Grewal (2003), “Determinants of Online Channel Use and Overall Satisfaction with a Relational, Multichannel Service Provider”, Journal of the Academy of Marketing Science, 31 (Fall), 448-458.
  • Prior version of this paper received the Best Paper Award, Technology Track, Summer AMA 2000.
  • Version of this was also published as a 2003 Marketing Science Institute Report.
  • Grewal, Dhruv, Gopalkrishnan R. Iyer, R. Krishnan and Arun Sharma (2003), “The Internet and the Price-Value-Loyalty Chain,” Journal of Business Research, 56 (May), 391-398.
  • Grewal, Dhruv, Julie Baker, Michael Levy and Glenn Voss (2003), “Wait Expectations, Store Atmosphere and Store Patronage Intentions” Journal of Retailing, 79 (4), 259-268.
  • Stanley C. Hollander Best Retailing Paper, Academy of Marketing Science, 2002.
  • M. Wayne DeLozier Best Conference Paper, Academy of Marketing Science, 2002.
  • Chandrashekaran, Rajesh and Dhruv Grewal (2003), “Assimilation of Advertised Reference Prices: The Moderating Role of Involvement.” Journal of Retailing, 79 (1), 53-62.
  • Grewal, Dhruv, Jeanne Munger, Gopalkrishnan R. Iyer and Michael Levy (2003), “The Influence of Internet-Retailing Factors on Price Expectations,” Psychology & Marketing, 20 (June), 477-493.
  • Iyer, Gopalkrishnan R., Anthony D. Miyazaki, Dhruv Grewal and Maria Giordano (2002), “Linking Web-Based Segmentation to Pricing Tactics,” Journal of Product & Brand Management, 11 (4/5), 288-302.
  • Compeau, Larry D., Dhruv Grewal and Rajesh Chandrashekaran (2002), “Comparative Price Advertising: Believe It or Not,” Journal of Consumer Affairs, 36 (Winter), 284-294.
  • Best Paper Award, Pricing Track, Winter American Marketing Association 2001.
  • Berry, Leonard, Kathleen Seiders and Dhruv Grewal (2002), “Understanding Service Convenience,” Journal of Marketing, 66 (July), 1-17.
  • Best Services Paper Award (2002), from the Services SIG presented at the Service Frontier Conference, October 2003.
  • Baker, Julie, A. Parasuraman, Dhruv Grewal and Glenn Voss (2002), “The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intentions,” Journal of Marketing, 66 (April), 120-141.
  • Grewal, Dhruv, Michael Levy and Greg W. Marshall (2002), “Personal Selling in Retail Settings: How Does the Internet and Related Technologies Enable and Limit Successful Selling? Journal of Marketing Management,18 (3-4) April 2002, pp. 301-316.
  • Grewal, Dhruv, Michael Levy, R. Krishnan and Jeanne Munger (2005), “Retail Success and Key Drivers,” Retailing in the 21st Century, Murali Mantrala and Manfred Krafft (editors), Springer.
  • Robert Palmatier, Rajiv Dant, Dhruv Grewal and Kenneth Evans (2005), “A Meta-Analysis on the Antecedents and Consequences of Relationship Marketing Mediators: Insight into Key Moderators,” Marketing Science Institute.
  • Seiders, Kathleen, Glenn Voss, Dhruv Grewal and Andrea Godfrey (2005), “Do Satisfied Customers Buy More? Examining Moderating Influences in a Retailing Context,” Marketing Science Institute.
  • Estelami, Hooman, Dhruv Grewal and Anne Roggeveen (2004), “The Effects of Retailer Reputation and Responses on Postpurchase Consumer Reactions to Price-Matching Guarantees, Marketing Science Institute Report, No. 04-113, Issue 3, 27047.
  • Ailawadi, Kusum L., Rajiv P. Dant, and Dhruv Grewal (2004), “The Difference Between Perceptual and Objective Performance Measures: An Empirical Analysis,” Marketing Science Institute Report, No. 04-103 (25 pages).
  • Montoya-Weiss, Mitzi, Glenn B. Voss, and Dhruv Grewal (2003), “Online Channel Use and Satisfaction in a Multi-channel Service Context,” Marketing Science Institute Report, No. 03-107 (17 pages).
  • Grewal, Dhruv (2003), “Marketing Is All About Creating Value: 8 Key Rules” Inside the Mind of Textbook Marketing, Boston, MA: Aspatore Inc. "Marketing Research," 1st Edition, Boston, MA: Houghton Mifflin Company, (with A. Parasuraman and R. Krishnan), Copyright: 2004. 
  • "Marketing Research," 1st Edition, Boston, MA:  Houghton Mifflin Company, (with A. Parasuraman and R. Krishnan), Copyright:  2004.

Kathy Harris' publications include:

  • Harris, Katherine E., Lois A. Mohr, and Kenneth L. Bernhardt (Forthcoming), “Online Service Failure, Consumer Attributions, and Expectations,” Journal of Services Marketing.
  • Mohr, Lois A., Deborah J. Webb, and Katherine E. Harris (2001), “Do Consumers Expect Companies to be Socially Responsible?  The Impact of Corporate Social Responsibility on Buying Behavior,” Journal of Consumer Affairs, 35 (1) 45-72.

David Hennessey's publications include:

Key Publications Books:

  • Global Marketing Strategies and Cases, 6th Edition, with J.P. Jeannet, Houghton Mifflin, 2004. Previous Editions 1988, 1992, 1995, 1998, 2001.
  • How to Write A Marketing Plan, 3rd Edition, with Robert Kopp, American Management Association, l998. Previous Editions 1986, 1990.
  • Global Marketing: An Interactive Approach, 1st Edition with Kate Gillespie and J. P. Jeannet, Houghton Mifflin, 2003, 2007
  • Global Account Management: Creating Value, with J.P. Jeannet, Wiley, July 2003. 

Articles and Chapters in Books:

  • Marketing Communication Trends in the Emerging Global Marketplace in a new book titled Communications in the Global Marketplace, edited by A.J. Kimmel. The book was published in 2005.
  • Contemporary Canadian Marketing Cases , H.F. MacKenzie, Prentice Hall Pearson, 2007. Royal Case by H. David Hennessey, was updated and adapted for a Canadian situation, to be included in this text.

Case Writings:

  • “Strategy for U.S. Market Entry: Cooley Whiskey,” 2006 , under direction with Martha Lanning, being tested in January 2006, then will be released.
  • “Strategy for U.S. Market Entry: Irish Memorial,” 2006 , under direction with Martha Lanning, being tested in January 2006, then will be released.

Michael Levy's publications include:

  • “Starting to Solve the Method Puzzle in Salesperson Self-Report Evaluations:
    Additional Perspectives,” (co-authors Arun Sharma and Gregory A. Rich) Journal of Personal Selling and Sales Management, forthcoming (probably Volume 24, No. 3.)
  • “Internet Retailing: Enablers, Limiters And Market Consequences,” (co-authors Dhruv Grewal and Gopalkrishnan R. Iyer)  (2004) Journal of Business Research, 57, pp. 703-713.
  • "An Examination of Moderators of the Effects of Customers' Evaluation of Employee Courtesy on Attitude Toward the Service Firm," (co-authors Jerry Gotlieb, Dhruv Grewal, and Joan Lindsey-Mullikin (2004), Journal of Applied Social Psychology,  No. 4., pp. 825-47.
  • “The Influence of Internet-Retailing Factors on Price Expectations,” (co-authors Dhruv Grewal,  Jeanne Munger, and Gopal Iyer), ( 2003) Psychology & Marketing,20 (6), June, pp. 477-495 (lead article).
  • "Wait Expectations, Store Atmosphere and Store Patronage Intentions."  (co-authors Julie Baker, Dhruv Grewal, and Glenn Voss), (2003) Journal of Retailing, 79, 4, pp. 259-68.
  • "Salespeople's Affect toward Customers: Why should it be Important for Retailers?" (co-author Arun Sharma Journal of Business Research, 56, No. 7, July 2003, pp. 523-9.
  • “The Concept of the ‘Big Middle,” (co-authors Dhruv Grewal and Robert A. Peterson), (2005) Journal of Retailing Editorial, 81, No. 2, pp. 83-88.
  • “Retail Branding and Loyalty:  An Overview,” (co-authors Dhruv Grewal and Donald Lehmann) (2004), Journal of Retailing, 80, No. 4,pp. ix-xii.
  • “Emerging Trends in Retail Pricing Practice:  Implications for Research,” (co-authors Dhruv Grewal, Praveen K. Kopalle and James D. Hess) (2004), Journal of Retailing, 80, No. 3, pp. xiii-xxi.
  • Retailing Management (Canadian Version).  First edition, 2005, (co-author Barton A. Weitz and Sheryn Beattie) Irwin/McGraw-Hill.
  • Retailing Management.  Fifth edition, 2004, (co-author Barton A. Weitz) (translated into Chinese) Irwin/McGraw-Hill.
  • “Strategic Levers for Success in Retailing,” (co-authors Dhruv Grewal, R. Krishnan and Jeanne Munger) Book chapter for book edited by Manfred Kraft (Germany) and Murali Mantrala (U. of Missouri), forthcoming in Fall 2005.
  • Marketing (with Dhruv Grewal), an introduction to marketing textbook to be published by Irwin/McGraw-Hill, 2007.

Ken Matsuno's publications include:

  • Neeraj Bharadwaj and Ken Matsuno, “Investigating the Antecedents and Outcomes of Customer Firm Transaction Cost Savings in a Supply Chain Relationship,” Accepted for publication in the Journal of Business Research.
  • Ken Matsuno, John T. Mentzer, and Joseph O. Rentz, “A Conceptual and Empirical Comparison of Three Market Orientation Scales.”  Journal of Business Research. Vol. 58, (January), pp. 1-8. 2005.
  • Ken Matsuno, John T. Mentzer, and Ayşegül Özsomer, “The Effects of Entrepreneurial Proclivity and Marketing Orientation on Business Performance.”  Journal of Marketing. Vol. 66 (July), pp. 18-32. 2002.
  • Ken Matsuno and John T. Mentzer, “The Effects of Strategy Type on the Market Orientation-Performance Relationship.”  Journal of Marketing.  Vol. 64 (October), pp. 1-16, 2000.
  • Ken Matsuno, John T. Mentzer, and Joseph O. Rentz, “A Refinement and Validation of the MARKOR Scale.” Journal of the Academy of Marketing Science.  Vol. 28 (4), pp. 527-539, 2000. 
  • John T. Mentzer, Stephen M. Rutner, and Ken Matsuno, “Application of the Means-End Value Hierarchy Model to Understanding Logistics Service Value,” The International Journal of Physical Distribution and Logistics Management. Vol. 27 (9/10), pp. 630-643, 1997.

Anne Roggeveen's publications include:

  • Bharadwaj, Neeraj and Anne L. Roggeveen (2008), "The Impact of Offshored and Outsourced Call Service Centers on Customer Appraisals," Marketing Letters, 19 (1), 13-23.
  • Roggeveen, Anne L., Neeraj Bharadwaj and Wayne D. Hoyer (2007), "How Call Center Location Impacts Expectations of Service from Reputable vs. Lesser Known Firms," Journal of Retailing, 83 (4), 403-410.
  • Johar, Gita V. and Anne L. Roggeveen (2007), "Changing False Beliefs from Repeated Advertising:  The Role of Claim-Refutation Alignment," Journal of Consumer Psychology, 17 (2), 118-127.
  • Estelami, Hooman, Dhruv Grewal and Anne L. Roggeveen (2007), "The Negative Effect of Policy Restrictions on Consumers' Post-purchase Reactions to Price-Matching Guarantees," Journal of the Academy of Marketing Science, 35 (June) 208-219.
  • Roggeveen, Anne L., Dhruv Grewal and Jerry Gotlieb (2006), “Does the Frame of a Comparative Ad Moderate the Effectiveness of Extrinsic Information Cues?” Journal of Consumer Research, 33,(June), 115-112.
  • Roggeveen, Anne L. and Gita V. Johar (2004), "Integration of Discrepant Sales Forecasts:  The Influence of Plausibility Inferences Based on an Evoked Range,"  Journal of Marketing Research, 41, (February), 19-30.
  • Roggeveen, Anne L. and Gita V. Johar (2002), “Perceived Source Variability versus Familiarity: Testing Competing Explanations for the Truth Effect”, Journal of Consumer Psychology, 12, 2, 81-91.

Recent Presentations

Dhruv Grewal's conference presentations include:

  • “Retail Pricing Research,” Sheth-AMA Doctoral Consortium, University of Connecticut,Storrs, July 2005.
  • “Developing Winning Retail Marketing and Pricing Strategies,” 18th Annual PRICEX Conference,Chicago, June 2005.
  • “Semantic Price Cues: When are they Effective in Influencing Consumer Perceptions of Quality,” University of Illinois Pricing Camp, May 2005 (with Joan Lindsey-Mullikin).
  • “Retail Success through Value,” L.L. Bean Forum, University of Southern Maine, March 2005.
  • “Impact of Store Manager Capabilities on Business Performance: A Social Capital Theory Perspective (with Namwoon Kim, Arun Sharma, and Rajendra K. Srivastava), Yale-Marketing Science Collaboration Conference, December 2004.
  • “Compensation as a Service Recovery Strategy: When Does it work?,” (with Michael Tsiros and Anne Roggeveen). Ohio State University, November 2004.  “Journal of Retailing: Research Avenues,” Ohio State University, November 2004 (Michael Levy).
  • “Comparison of Consumer Reactions to Price-Matching Guarantees in Internet and Bricks-and-Mortar Retail Environments,” American Marketing Association Summer Educators’ Conference,Boston, August 2004, (with Monika Kukar-Kinney).
  • “Working with Collaborators,” Texas A&M AMA-Sheth Doctoral Consortium, College Station, 2004.“Building a Successful Academic Career: Perspectives of an Author, Reviewer and Editor,” Balas Doctoral Consortium, May 2004, Babson College.
  • “The Effects of Multiple Extrinsic Cues on Quality Perceptions: A Matter of Consistency,” Babson Research Forum, Spring 2004 (Anthony Miyazaki and Ronnie Goodstein).
  • “Developing Winning Retail Strategies in a Global Arena, Rheims Research Conference, France, May 2004.
  • “Determinants of Post-Purchase Consumer Response to Price-Matching Guarantees, (with Hooman Estelami and Anne Roggeveen), April 2004, Dartmouth College.
  • “How Compensating Customers After a Service Failure Affects Loyalty Evaluations,” University of Mississippi, March 2004, (Anne Roggeveen and Michael Tsiros).
  • “Journal of Retailing: Research Avenues,” University of Mississippi, March 2004 (Michael Levy).
  • Strategies for Success in Retailing: Some Thoughts and an Opening Dialogue,”University of Arkansas Retailing Conference, February 2004, (Michael Levy).
  • “The Effects of Internet Segment-Based Pricing Tactics on Consumers’ Perceptions of Trust, Price Fairness, and Repurchase Intentions,” Fordham University Pricing Conference,New York, NY, November 2003,(with Gopalkrishnan R. Iyer and David M. Hardesty).
  • “Insights into Publishing: Perspectives of An Author, Reviewer and Editor,” Society for Marketing Advances Doctoral Consortium, New Orleans, November 2003.  Opening Talk. (with M. Levy).
  • “Retailing Research: Past, Present and Future,” Society for Marketing Advances Doctoral Consortium and Retailing Conference, New Orleans, November 2003.  Luncheon Talk. (with M. Levy).
  • “The Changing Face of Objective and Subjective Market Price Variation in Today’s Web-Based Retail Environment,” (with Joan Lindsey-Mullikin), University of Illinois Pricing Camp, 2003.
  • “Determinants of Post-Purchase Consumer Response to Price-Matching Guarantees, (with Hooman Estelami),University of Illinois Pricing Camp, 2003.
  • "Teaching: A Chance to Make a Difference in My Student’s Lives,” American Marketing Association, Summer Conference, Chicago, 2003.  Teaching SIG Awards Session.
  • “The Journal of Retailing” Robert Mittlestaedt Doctoral Symposium,Nebraska University 2003 (Michael Levy) and “Insights into Publishing: Perspectives of An Author, Reviewer and Editor,”Robert Mittlestaedt Doctoral Symposium, March2003, Nebraska University, Plenary Speaker.
  • “When and How Much do you have to Pay for a Service Failure,” 2003 Marketing Research Forum, Temple University (Anne Roggeveen and Michael Tsiros) and “The Journal of Retailing” Marketing Research Forum, Temple University 2003 (Michael Levy).
  • “Linking Performance and Channel Relationship: Perceptual Versus Objective Measures of Performance,” 2003 American Marketing Association Winter, Orlando, FL (with Rajiv P. Dant and Kusum Ailawadi). 
  • “When and How Much do you have to Pay for a Service Failure,” 2003 Marketing Research Forum, Temple University (Anne Roggeveen and Michael Tsiros) and “The Journal of Retailing” Marketing Research Forum, Baruch College Marketing Research Forum, 2003 (Michael Levy).
Kathy Harris' conference presentations include:
  • Harris, Katherine E. (2005), “Word-Of-Mouth: Differences in On- and Offline Shoppers”, Society for Marketing Advances, San Antonio, TX, November 2-5.
  • Harris, Katherine E., Lois A. Mohr, Kenneth L. Bernhardt, and Dhruv Grewal (2005), “Consumer Responses to Service Recovery Strategies:  The Moderating Role of Online Versus Offline Environment,” Direct Marketing Educational Foundation Educators’ Conference, Atlanta GA, October 16.
  • Harris, Katherine E. (2005), “Hell Hath No Fury Like an Online Customer Scorned,”  to the Board of Research “Chat”, April 6.
  • Harris, Katherine E., Kenneth L. Bernhardt, and Lois A. Mohr (2003), “Online and Offline Service Failure: The Role of Attribution for Failure in the Formation of Remedy Expectations,” Frontiers in Services Conference, Washington, D.C., October 23-26.
  • Bharadwaj, Neeraj and Katherine E. Harris (2003), “A Pedagogically-Effective Use of Internet-Based Technologies to Host a Virtual Class Session,” Academy of Marketing Science 2003 Annual Conference, Washington, D.C., May 28-31.
  • Harris, Katherine E. (2000), “Service Quality in the Industry Selling Context and its Implications for Creating Competitive Advantage,” Proceedings of the Center for Business and Industrial Marketing Academic Workshop, 2000, Atlanta, GA, January 15-17.
  • Harris, Katherine E. and Daniel C. Bello (1999), “The Service Failure Explanation of Structural Change in Channels of Distribution,” Society for Marketing Advances Conference, 1999, p. 25, Atlanta, GA, January 15-17. 
  • Mohr, Lois, A., Deborah J. Webb and Katherine E. Harris (1998), “Do Consumers Expect Companies to be Socially Responsible?  The Impact of Corporate Social Responsibility on Buying Behavior,” in the Proceedings of the  Marketing and Public Policy Conference, 1998, p. 15-16, Notre Dame, IN, May 20-22. 

    Ann Roggeveen's conference presentations include:

    • “How Attributions and the Product’s Price Impact the Effectiveness of Price Partitioning,” Anne Roggeveen, Lan Xia and Kent Monroe, presented at Association for Consumer Research Conference, in San Antonio, Texas, October 2005.

    • “Does the Frame of a Comparative Ad Moderate the Effectiveness of Extrinsic Information Cues?” Anne Roggeveen, Dhruv Grewal and Jerry Gotlieb, presented at Association for Consumer Research Conference, in San Antonio, Texas, October 2005.

    • “The Impact of Offshoring and Outsourcing CRM Call Center Activities on Critical Customer Outcomes,” Neeraj Bharadwaj, Anne Roggeveen, and Wayne Hoyer, presented at Frontiers in Services Conference, in Tempe, Arizona, October 2005.

    • “Compensating Customers After a Service Failure: When and How Much Is Necessary to Maintain Customer Loyalty?”  Anne Roggeveen, Dhruv Grewal and Michael Tsiros, presented at Virginia Polytechnic Institute and State University, in Blacksburg, Virginia, September 2005.

    • “Offshoring Call Centers: Its Effect on Consumer Expectations and Judgments,” Neeraj Bharadwaj, Anne Roggeveen, and Wayne Hoyer, presented at American Marketing Association Conference, in San Fransisco, California, July 2005.

    • “The Effect of Retailer Reputation and Response on Post-purchase Consumer Reactions to Price-Matching Guarantees,” Anne Roggeveen, Hooman Estelami and Dhruv Grewal, presented at University of Illinois Pricing Camp, Urbana-Champaign, Illinois, May 2005.

    • “Does the Frame of a Comparative Ad Moderate the Effectiveness of Extrinsic Information Cues?” Anne Roggeveen, Dhruv Grewal and Jerry Gotlieb, presented at Boston Area Marketing Research Colloquium, in Babson Park, MA, April 2005.

    • “Compensation as a Service Recovery Strategy: When Does it Work?” Anne Roggeveen, Dhruv Grewal and Michael Tsiros, presented at Babson College Research Chat, in Babson Park, MA, March 2005.

    • “Compensation as a Service Recovery Strategy: When Does it Work?” Anne Roggeveen, Dhruv Grewal and Michael Tsiros, presented at Ohio State University, in Columbus, Ohio, November 2004.

    • “Factors the Impact the Effectiveness of Refutations,” Anne Roggeveen and Gita Johar, presented at Association for Consumer Research Conference, in Portland, Oregon, October 2004.

    • “How Consumer Attributions Influence the Effectiveness of Compensation as a Service Recovery Strategy,” Anne Roggeveen, Dhruv Grewal and Michael Tsiros, presented at Marketing Science Conference, in Rotterdam, the Netherlands, June 2004.

    • “The Effect of Retailer Reputation and Response on Post-purchase Consumer Reactions to Price-Matching Guarantees,” Hooman Estelami, Dhruv Grewal, and Anne Roggeveen, presented at Dartmouth College, in Hanover, New Hampshire, April 2004.

    • “The Effect of Compensation on Consumer Evaluations After a Service Failure: The Moderating Effect of Responsibility, Stability, and Severity of the Failure”  Anne Roggeveen, Dhruv Grewal and Michael Tsiros, presented at University of Mississippi, in Oxford, Mississippi, April 2004.

    • “Perceptual Similarity and Belief Change” Anne Roggeveen and Gita Johar, presented at Society for Consumer Psychology Conference, in San Francisco, California, February 2004.

    • “Compensating Customers After a Service Failure: When and How Much Is Necessary to Maintain Customer Loyalty?”  Anne Roggeveen, Dhruv Grewal and Michael Tsiros, presented at American Marketing Association Conference, in Scottsdale, Arizona, February 2004.

    • “The Moderating Role of Message Framing in Comparative Ads: The Effects of Extrinsic Cues on Perceived Performance Risk” Anne Roggeveen and Dhruv Grewal, presented at Babson College Research Chat, in Babson Park, MA, October 2003.

    • “Comparative Advertising: The Moderating Role of Framing on Price & Non-price Information,” Anne Roggeveen and Dhruv Grewal, presented at University of Illinois Pricing Camp, Urbana-Champaign, Illinois, May 2003.

    • “When and How Much Do You Need to Pay Customers for a Service Failure?,” Anne Roggeveen, Dhruv Grewaland Michael Tsiros, presented at Temple University, Philadelphia, PA, March 2003.

    • “When and How Much Do You Need to Pay Customers for a Service Failure?,” Anne Roggeveen, Dhruv Grewaland Michael Tsiros, presented at Baruch College, Zicklin School of Business, City University of New York in New York, NY, February 2003.

    • “The Influence of the Evoked Range on the Integration of Discrepant Sales Forecasts,” Anne Roggeveen and Gita Johar, presented at Columbia University Decision Sciences Seminar Series, in New York, NY, February 2003.

    • “When and How Much Do You Need to Pay Customers for a Service Failure?,” Anne Roggeveen, Dhruv Grewal and Michael Tsiros, presented at Boston Area Marketing Research Colloquium, in Babson Park, MA, November 2002.

    • “The Impact of Repetition on Perceived Truth of Advertising Claims: Implications, Assertions, and Resistance to Attack,” Anne Roggeveen and Gita Johar, presented at Association for Consumer Research Conference, in Atlanta, Georgia, October 2002.

     

     

     

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