# overview
My research interests include relationship marketing, services marketing, service innovation, customer service and satisfaction, and the role of frontline employees in service encounters.

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35 Commerce, Management, Tourism And Services

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3505 Human Resources And Industrial Relations

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35 Commerce, Management, Tourism And Services

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3507 Strategy, Management And Organisational Behaviour

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5201 Applied And Developmental Psychology

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

# educationAndTraining[].organization.label
University of Southern Mississippi - (Hattiesburg, Mississippi, United States)

# educationAndTraining[].organization.label
University of Southern Mississippi - (Hattiesburg, Mississippi, United States)

# educationAndTraining[].organization.label
University of Alabama, Tuscaloosa - (Tuscaloosa, Alabama, United States)

# publications[].label
Consumer relationship proneness: a reexamination and extension across service exchanges

# publications[].label
Want to, need to, ought to: employee commitment to organizational change

# publications[].label
The role of cumulative online purchasing experience in service recovery management

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

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Relationship marketing: Berrys insights from the past and for the future

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

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

# publications[].label
Handbook on Research in Relationship Marketing

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

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

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

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

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