Research & Writing
Research
Peer-reviewed scholarship at the intersection of AI, services, and strategy — alongside writing that translates that research for practitioners.
- 2026 Frontline employee improvisation: Meaning, practice, and impact in service industries Journal of Service Research A*
- 2026 To do is to be: Workplace design to support frontline prosocial motivation European Journal of Marketing A*
- 2025 Future thinking climate change: Consumers' sustainability perspectives and paths forward Journal of Macromarketing A
- 2025 The value of visible work: Operational transparency in digital healthcare interfaces Health Marketing Quarterly
- 2025 Like, comment, and subscribe: The effectiveness of YouTube calls-to-action Journal of Research in Interactive Marketing
- 2024 Expanding data literacy to include data preparation: A marketing analytics foundation Journal of Marketing Analytics
- 2023 Lobbying as a potent political marketing tool for product diversification Journal of Strategic Marketing A
- 2022 Leave some for me! Marketing and responsible consumption during times of crisis Journal of Strategic Marketing A
- 2022 Consumer buying behavior and retailer strategy through a crisis: A futures perspective Journal of Marketing Theory and Practice A
- 2022 Tensions in the emergency department? Flow stage times and patient experience Decision Sciences A* · Top-cited
- 2022 Crisis-induced behavior: From fear and frugality to the familiar International Journal of Consumer Studies A
- 2022 M-atmospherics: From the physical to the digital Journal of Retailing and Consumer Services A
- 2021 Patient experience and readmission rates: A profile deviation analysis Health Services Management Research
- 2021 Future thinking continuity of learning in marketing: A student perspective Marketing Education Review
- 2021 Continuous techno-training and B2B salesperson success Journal of Business Research A
- 2020 Future thinking: A marketing perspective on reducing wildlife crime Psychology & Marketing A
- 2019 Future thinking: The role of marketing in healthcare European Journal of Marketing A*
- 2018 Designing marketing courses based on self-determination theory Journal for Advancement of Marketing Education
- 2018 Transformative service research and service design: Synergistic effects in healthcare The Service Industries Journal B
- 2018 Understanding hospital quality: Cumulative and balanced quality The Service Industries Journal
- 2017 A quality system's impact on the service experience International Journal of Operations & Production Management
- 2017 An empirical examination of the services triangle Journal of Services Marketing
- 2016 An empirical examination of tri-dyadic fit on the service experience Journal of Service Management
Articles are on the way.
AI-focused writing — translating current research into practical guidance — will be published here. Check back soon, or get in touch to discuss a topic.