# preferredTitle
University Distinguished Professor of Marketing

# positions[].label
Presidential Professor for Teaching Excellence

# positions[].label
M.B. Zale Chair in Retailing & Marketing Leadership

# overview
My research focuses on the study of healthcare services, and the improvement of cancer care for patients and their families.

# keywords[]
35 Commerce, Management, Tourism And Services

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35 Commerce, Management, Tourism And Services

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35 Commerce, Management, Tourism And Services

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3507 Strategy, Management And Organisational Behaviour

# keywords[]
35 Commerce, Management, Tourism And Services

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3507 Strategy, Management And Organisational Behaviour

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
3505 Human Resources And Industrial Relations

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
5201 Applied And Developmental Psychology

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3509 Transportation, Logistics And Supply Chains

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
3505 Human Resources And Industrial Relations

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
5201 Applied And Developmental Psychology

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
3505 Human Resources And Industrial Relations

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
3505 Human Resources And Industrial Relations

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
8.1 Organisation And Delivery Of Services

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
3505 Human Resources And Industrial Relations

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
5201 Applied And Developmental Psychology

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
Consumer Well-being; Short Term Focus; Customer Needs; Customer Wants

# keywords[]
Clinical Trials And Supportive Activities

# keywords[]
3505 Human Resources And Industrial Relations

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
3505 Human Resources And Industrial Relations

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
8.1 Organisation And Delivery Of Services

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3505 Human Resources And Industrial Relations

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
3505 Human Resources And Industrial Relations

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
3505 Human Resources And Industrial Relations

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
5201 Applied And Developmental Psychology

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
Environmental Social And Corporate Governance

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3505 Human Resources And Industrial Relations

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
5201 Applied And Developmental Psychology

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3505 Human Resources And Industrial Relations

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3505 Human Resources And Industrial Relations

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
8.1 Organisation And Delivery Of Services

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# keywords[]
35 Commerce, Management, Tourism And Services

# keywords[]
3507 Strategy, Management And Organisational Behaviour

# educationAndTraining[].name
M.B.A. Master of Business Administration

# educationAndTraining[].organization.label
University of Denver - (Denver, Colorado, United States)

# educationAndTraining[].organization.label
Arizona State University - (Tempe, Arizona, United States)

# educationAndTraining[].organization.label
University of Denver - (Denver, Colorado, United States)

# awardsAndHonors[].label
Fresno High School Athletic Wall of Champions Inductee

# awardsAndHonors[].label
Distinguished Alumnus Award, Department of Marketing

# awardsAndHonors[].label
Mays Distinguished Research Achievement Award

# awardsAndHonors[].label
Presidential Professor for Teaching Excellence Award

# awardsAndHonors[].label
SERVSIG Services Marketing Career Contributions Award

# awardsAndHonors[].label
Paul D. Converse Award for Outstanding Contributions to the Science of Marketing

# awardsAndHonors[].label
Fellow of the Center for Services Marketing

# awardsAndHonors[].label
SERVSIG Best Services Marketing Article Award for 1996

# awardsAndHonors[].label
Association of Former Students University-Level Distinguished Achievement Award, The

# awardsAndHonors[].label
Association of Former Students University-Level Distinguished Achievement Award, The

# awardsAndHonors[].label
Association of Former Students University-Level Distinguished Achievement Award, The

# awardsAndHonors[].label
College of Business Administration Research Achievement Award

# awardsAndHonors[].label
SERVSIG Best Services Marketing Article for 2002

# awardsAndHonors[].label
William Wilkie Marketing for A Better World" Award"

# awardsAndHonors[].label
Mays Business School Lifetime Achievement Award

# awardsAndHonors[].label
W.P. Carey School of Business Outstanding Doctoral Alumni Award

# awardsAndHonors[].label
Fellow of the First Interstate Center for Services Marketing

# awardsAndHonors[].label
AMA Irwin/McGraw-Hill Distinguished Marketing Educator Award

# awardsAndHonors[].label
College of Business Administration Distinguished Service Award

# publications[].label
Lessons that patient-centered medical homes can learn from the mistakes of HMOs

# publications[].label
Improving How Clinicians Communicate With Patients: An Integrative Review and Framework

# publications[].label
Pricing hybrid bundles by understanding the drivers of willingness to pay

# publications[].label
Service Guarantees Have a Place in Health Care.

# publications[].label
"Can't Get No Satisfaction": Customers, Citizens, Service, and Satisfaction

# publications[].label
Marketing in retailing: a research agenda

# publications[].label
Build loyalty through experience management

# publications[].label
A CONCEPTUAL-MODEL OF SERVICE QUALITY AND ITS IMPLICATIONS FOR FUTURE-RESEARCH

# publications[].label
Delivering quality service: Balancing customer perceptions and expectations.

# publications[].label
Never-Words: What Not to Say to Patients With Serious Illness.

# publications[].label
Kommunikations- und Kontrollprozesse bei der Erstellung von Dienstleistungsqualitt

# publications[].label
Reinvention and Inspiration: How I Evolved as a Researcher

# publications[].label
Through Clinicians Eyes: Use of an In-consultation Patient Decision Aid in Radiation Treatment for Early Breast Cancer. A Qualitative Study.

# publications[].label
Reclaiming Healthcare's Healing Mission for a Sustainable Future

# publications[].label
Designing the Service Factory for Customers and Employees

# publications[].label
A conceptual framework for the domain of evidence-based design.

# publications[].label
Service fairness: What it is and why it matters

# publications[].label
A physicians' agenda for partnering with employers and insurers: fresh ideas.

# publications[].label
Revisiting "big ideas in services marketing" 30 years later

# publications[].label
UNDERSTANDING CUSTOMER EXPECTATIONS OF SERVICE

# publications[].label
The Behavioral Consequences of Service Quality

# publications[].label
Marketing Services: Competing Through Quality

# publications[].label
A framework for conducting a services marketing audit

# publications[].label
In Reply: Where Reshaping Communications in Healthcare Service Begins

# publications[].label
REASSESSMENT OF EXPECTATIONS AS A COMPARISON STANDARD IN MEASURING SERVICE QUALITY - IMPLICATIONS FOR FURTHER RESEARCH

# publications[].label
Critical U.S. Health Systems Are in Jeopardy. Businesses and Governments Need to Help.

# publications[].label
The collaborative organization: Leadership lessons from Mayo Clinic

# publications[].label
The effect of the servicescape on service workers

# publications[].label
Is it time to reconsider the term "cancer survivor"?

# publications[].label
How a Child With Cancer Moved From Vulnerability to Resilience.

# publications[].publisher
American Society of Clinical Oncology (ASCO)

# publications[].label
Shared Decision Making Can-and Should-Actively Involve Family Caregivers.

# publications[].label
Service innovation is urgent in healthcare

# publications[].label
Strategies for Growth in Banking: An Exposition

# publications[].label
Shared decision making with breast cancer patients - does it work? Results of the cluster-randomized, multicenter DBCG RT SDM trial.

# publications[].label
RETAIL BUSINESSES ARE SERVICES BUSINESSES

# publications[].label
Mayo Clinic Arizona's 7-step approach to improve service and delight customers

# publications[].label
Marketing services: Competing through quality.

# publications[].label
Applied Science Deserves a Bigger Role in Business Research

# publications[].publisher
Institute for Operations Research and the Management Sciences (INFORMS)

# publications[].label
Practical Ideas for Improving the Quality of Hospice Care.

# publications[].label
Learning from the pioneering founders of the service research field

# publications[].label
Innovations in access to care: a patient-centered approach.

# publications[].label
On great service: A framework for action.

# publications[].label
Shared Decision Making with breast cancer patients - does it work? The randomized DBCG RT SDM trial

# publications[].label
Book Review: Learning to Write, Writing to Learn

# publications[].label
STRATEGIC TEAMWORK IN HEALTH CARE: THE ESSENTIAL ROLE OF PHYSICIANS.

# publications[].label
Mayo Clinic: Making Complex Healthcare Simpler

# publications[].label
A conceptual framework for the domain of evidence-based design.

# publications[].label
SERVQUAL: Une chelle multi-items de mesure des perceptions de la qualit de service par les consommateurs

# publications[].label
Leonard L. Berry, PhD: The Mayo culture of leadership.

# publications[].label
Redefining the primary role of healthcare boards: to advance careful and kind care.

# publications[].label
Competing with quality service in good times and bad

# publications[].label
Lessons that patient-centered medical homes can learn from the mistakes of HMOs.

# publications[].label
The Personal Selling Orientation of Banks in the United States

# publications[].label
Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria

# publications[].label
Finding Hope and Healing When Cure Is Not Possible.

# publications[].label
Social profit orientation can help companies and nonprofits alike do more good in the world

# publications[].label
What Adult Cancer Care Can Learn From Pediatrics.

# publications[].publisher
American Society of Clinical Oncology (ASCO)

# publications[].label
Listening to the customer - The concept of a service quality information system

# publications[].label
Health Care Organizations Should Be as Generous as Their Workers.

# publications[].label
How kindness can make a difference in cancer care

# publications[].label
The impact of facility improvements on hospital nurses.

# publications[].label
Creating new markets through service innovation

# publications[].label
For love and money: The common traits of successful retailers

# publications[].label
Building a strong services brand: Lessons from Mayo Clinic

# publications[].label
A Conceptual Model of Service Quality and Its Implications for Future Research

# publications[].label
RELATIONSHIP RETAILING - TRANSFORMING CUSTOMERS INTO CLIENTS

# publications[].label
MORE ON IMPROVING SERVICE QUALITY MEASUREMENT

# publications[].label
You Say You Want a Revolution? Drawing on Social Movement Theory to Motivate Transformative Change

# publications[].label
Kommunikations- und Kontrollprozesse bei der Erstellung von Dienstleistungsqualitt

# publications[].label
Becoming a Marketing Academician: A Strategic Career Planning Seminar for Doctoral Students

# publications[].label
Team-based care at Mayo Clinic: a model for ACOs.

# publications[].label
Marketing financial services: A strategic vision.

# publications[].label
Patients Perspectives On Ideal Physician Behaviors

# publications[].label
PERCEIVED SERVICE QUALITY AS A CUSTOMER-BASED PERFORMANCE-MEASURE - AN EMPIRICAL-EXAMINATION OF ORGANIZATIONAL BARRIERS USING AN EXTENDED SERVICE QUALITY MODEL

# publications[].label
Motivating Customers to Adhere to Expert Advice in Professional Services: A Medical Service Context

# publications[].label
BANK MARKETING PRIORITIES IN THE UNITED-STATES

# publications[].label
Banking tomorrow: Managing markets through planning.

# publications[].label
Problems and Strategies in Services Marketing

# publications[].label
Our Roles as Educators: Present and Future

# publications[].publisher
American Society of Clinical Oncology (ASCO)

# publications[].label
People diagnosed with cancer often dont embrace the term survivor

# publications[].label
Mitigating Moral Injury for Palliative Care Clinicians.

# publications[].label
COMMUNICATION AND CONTROL PROCESSES IN THE DELIVERY OF SERVICE QUALITY

# publications[].label
PRESCRIPTIONS FOR A SERVICE QUALITY REVOLUTION IN AMERICA

# publications[].label
The nature and determinants of customer expectations of service

# publications[].label
An "Essential Services" Workforce for Crisis Response

# publications[].label
Essentials for improving service quality in cancer care.

# publications[].label
Managing the Evidence in SERVICE BUSINESSES

# publications[].label
The Effect of the Work and Physical Environment on Hospital Nurses' Perceptions and Attitudes: Service Quality and Commitment

# publications[].label
SERVQUAL - A MULTIPLE-ITEM SCALE FOR MEASURING CONSUMER PERCEPTIONS OF SERVICE QUALITY

# publications[].label
RETAIL POSITIONING STRATEGIES FOR THE 1980S

# publications[].label
Improving service quality in primary care.

# publications[].label
Patients' perspectives on ideal physician behaviors.

# publications[].label
Attention, retailers! How convenient is your convenience strategy?

# publications[].label
Guidelines for the advertising of services

# publications[].label
Communication and Control Processes in the Delivery of Service Quality

# publications[].publisher
American Society of Clinical Oncology (ASCO)

# publications[].label
Understanding customer delight and outrage

# publications[].label
Community Health Partners in Unexpected Places.

# publications[].label
Toward a strategy of patient-centered access to primary care.

# publications[].label
The behavioral consequences of service quality

# publications[].label
What's the hard return on employee wellness programs?

# publications[].label
The combined effects of the physical environment and employee Behavior on customer perception of restaurant service quality

# publications[].label
Enduring leadership: Lessons from the Mayo Clinic

# publications[].label
Care coordination for patients with complex health profiles in inpatient and outpatient settings.

# publications[].label
The Invisible Roles of Oncology Nurses in Shared Decision Making

# publications[].label
How to build a better, safer, more welcoming hospital

# publications[].label
OC-0759 Shared Decision Making with breast cancer patients - does it work? The randomized DBCG RT SDM trial

# publications[].label
Lessons in Integrating Shared Decision-Making Into Cancer Care.

# publications[].publisher
American Society of Clinical Oncology (ASCO)

# publications[].label
REFINEMENT AND REASSESSMENT OF THE SERVQUAL SCALE

# publications[].label
Opportunities for Innovation in the Delivery of Interactive Retail Services

# publications[].label
Using Evidence to Design Cancer Care Facilities.

# publications[].label
Physician counseling of overweight patients about preventive health behaviors.

# publications[].label
Health care: A fertile field for service research

# publications[].label
New Diagnosis Bundle: Improving Care Delivery for Patients With Newly Diagnosed Cancer.

# publications[].publisher
American Society of Clinical Oncology (ASCO)

# publications[].label
Essays: Fable hospital 2.0: The business case for building better health care facilities

# publications[].label
A roadmap for improving healthcare service quality.

# publications[].label
Improving Nonclinical and Clinical-Support Services: Lessons From Oncology.

# publications[].label
Relationship Marketing of Services Perspectives from 1983 and 2000

# publications[].label
Bankers who sell: Improving selling effectiveness in banking.

# publications[].label
An Evaluation of Sales Training in the U.S. Banking Industry

# publications[].label
Service quality: A profit strategy for financial institutions.

# publications[].label
Capture and communicate value in the pricing of services

# publications[].label
The High Stakes of Outsourcing in Health Care.

# publications[].label
Partnering for prevention with workplace health promotion programs.

# publications[].label
The best companies are generous companies

# publications[].label
Trust-Based Partnerships Are Essential - and Achievable - in Health Care Service.

# publications[].label
Shared decision making with breast cancer patients: impact on patient engagement and fear of recurrence. Protocol for a Danish randomized trial in radiotherapy (DBCG RT SDM).

# publications[].publisher
MJS Publishing, Medical Journals Sweden AB

# publications[].label
An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery

# publications[].label
Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria

# publications[].label
ALTERNATIVE SCALES FOR MEASURING SERVICE QUALITY - A COMPARATIVE-ASSESSMENT BASED ON PSYCHOMETRIC AND DIAGNOSTIC-CRITERIA

# publications[].label
"Relative Value Units" Belie Real Value.

# publications[].label
213 Results of the randomized Danish breast cancer group radiotherapy shared decision making trial

# publications[].label
Marketing and the social environment: A readings text.

# publications[].label
Social Profit Orientation: Lessons from Organizations Committed to Building a Better World

# publications[].label
A Practical Guide to Combining Products and Services

# publications[].label
BUILDING A NEW ACADEMIC FIELD - THE CASE OF SERVICES MARKETING

# publications[].label
Hospitals often outsource important services to companies that prioritize profit over patients

# publications[].label
Proposing a Bill of Rights for Patients With Cancer.

# publications[].publisher
American Society of Clinical Oncology (ASCO)

# publications[].label
Personal Selling in the US Banking Industry: 1983 and 1988

# publications[].label
What's the hard return on employee wellness programs?

# publications[].label
When Patients and Their Families Feel Like Hostages to Health Care.

# publications[].label
Improving service quality in America: Lessons learned

# publications[].publisher
American Society of Clinical Oncology (ASCO)

# publications[].label
How lessons from childhood cancer care could improve adult cancer care

# publications[].label
Supporting the Supporters: What Family Caregivers Need to Care for a Loved One With Cancer.

# publications[].publisher
American Society of Clinical Oncology (ASCO)

# publications[].label
5 IMPERATIVES FOR IMPROVING SERVICE QUALITY

# publications[].label
PROBLEMS AND STRATEGIES IN SERVICES MARKETING

# publications[].label
Customers' motivations for maintaining relationships with service providers

# publications[].label
A orientacao para o lucro social pode ajudar empresas e organizacoes a fazer mais coisas boas pelo mundo

# publications[].label
When the Aims and the Ends of Health Care Misalign

# publications[].label
His & hers: The fantasy world of the Neiman-Marcus Catalogue.

# publications[].label
When Cancer Centers Mislead Prospective Patients.

# publications[].publisher
American Society of Clinical Oncology (ASCO)

# publications[].label
Kommunikations- und Kontrollprozesse bei der Erstellung von Dienstleistungsqualitt

# publications[].label
Designing connection into healthcare services

# publications[].label
Where to invest healthcare dollars. Diabetes an example of how spending on prevention can save lives, costs.

# publications[].label
SPECIAL SECTION ON SERVICES MARKETING - INTRODUCTION

# publications[].label
Patients' commitment to their primary physician and why it matters.

# publications[].label
Fable hospital 2.0: the business case for building better health care facilities.

# publications[].label
Service clues and customer assessment of the service experience: Lessons from marketing

# streetAddress
Texas A&M University; Marketing; 4112 TAMU

# inTheNews[].label
Mays Business School Professor Is Texas A&M's Most-Cited On Google Scholar

# inTheNews[].label
Mays Undergraduate Student Sunjay Letchuman ’22 Joins Mays Marketing Professor Dr. Leonard Berry in Co-Authoring Article for Major Medical Journal

# etdChairOf[].label
Meyer, Jeffrey Dean (2010-08). Essays On Hybrid Bundle Pricing. Doctoral Dissertation.

# etdChairOf[].label
Davis, Scott Williams (2015-08). The (In)Effectiveness of Self-Control Interventions. Doctoral Dissertation.

# etdChairOf[].label
Mirabito, Ann Marie (2008-08). Looking for a good doctor (or realtor or mechanic): construing quality with credence services. Doctoral Dissertation.

# etdChairOf[].label
Dotzel, Thomas (2009-08). Essays on Service Innovation. Doctoral Dissertation.

# etdChairOf[].label
Guidry, Julie Anna (2004-12). The experience of . . . suspense: understanding the construct, its antecedents, and its consequences in consumption and acquisition contexts. Doctoral Dissertation.

# etdChairOf[].label
Bowers, Michael R. (1985-07). An exploration into new service development : process, structure and organization.

# etdChairOf[].label
Bowers, Michael R. (1985-08). An exploration into new service development : process, structure and organization.

# etdChairOf[].label
Bowers, Michael R. (1985-09). An exploration into new service development : process, structure and organization.

# etdChairOf[].label
Bowers, Michael R. (1985-10). An exploration into new service development : process, structure and organization.

# etdChairOf[].label
Srivastava, Mona (2008-08). Consumers' Cognitive, Affective, and Behavioral Responses to an Invasion of Privacy: Essays on Understanding Consumer's Privacy Concerns. Doctoral Dissertation.