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Carroll School of Management

Katherine N. Lemon, PhD

accenture professor and chairperson, marketing department

Katherine N. Lemon

Professor Lemon received her PhD from University of California, Berkeley. Prior to receiving her PhD, Lemon held senior marketing positions in the fields of health care and high technology.

Professor Lemon's research and expertise is in the areas of customer equity, customer asset management and customer-based marketing strategy. She has conducted research in a myriad of global industries, including financial services, consumer packaged goods, retailing, telecommunications, interactive television, computing, high-technology electronics, and emerging e- commerce companies. Her research appears in leading marketing journals including the Journal of Marketing, Journal of Marketing Research, Marketing Science, Journal of Service Research, and the Journal of Product Innovation Management. Recently, she was awarded the Early Career Contributions to Marketing Strategy Research Award (2004) by the American Marketing Association's Marketing Strategy SIG. In addition, she received the Donald R. Lehmann Award (2003) for the best dissertation-based article published in the Journal of Marketing or Journal of Marketing Research in the past two years, the Journal of Service Research Best Article Award for 2003, and the 2003 and 2004 Marketing Science Institute Robert D. Buzzell Best Paper Awards.

Lemon serves on the editorial boards of the Journal of Marketing, Journal of Marketing Research, Journal of Service Research, Journal of the Academy of Marketing Science, and the Journal of Interactive Marketing. She has been named incoming editor for the Journal of Service Research effective June 2009 and is a member of the Academic Council of the American Marketing Association.

Prior to BC, Kay was a Visiting Professor of Marketing at the Harvard Business School, and was on the marketing faculty of Duke University's Fuqua School of Business.

She teaches undergraduate and graduate courses focusing on Dynamic Customer Relationship Management, Customer Equity and Customer Value Creation, Marketing Strategy, and Marketing ROI.

Selected Recent Articles:

Bolton, Ruth N., Katherine N. Lemon and Matthew Bramlett (2006), “The Effect of Service Experiences Over Time on a Supplier’s Retention of Business Customers,” Management Science, forthcoming.

Tokman, Mert, Lenita Davis and Katherine N. Lemon (2006), “The WOW Factor: Creating Value Through Win-back Offers to Reacquire Lost Customers,” Journal of Retailing, forthcoming.

Bolton, Ruth N., Katherine N. Lemon and Peter Verhoef (2004), "The Theoretical Underpinnings of Customer Asset Management: A Framework and Propositions for Future Research," Journal of the Academy of Marketing Science, 32 (Summer), 271-293.

Rust, Roland T., Katherine N. Lemon and Valarie A. Zeithaml (2004), "Return on Marketing: Using Customer Equity to Focus Marketing Strategy," Journal of Marketing, 68 (January), 109-127.

Lemon, Katherine N., Tiffany Barnett White and Russell S. Winer (2002), "Dynamic Customer Relationship Management: Incorporating Future Considerations Into the Service Retention Decision," Journal of Marketing, 66 (January), 1-14.

Rust, Roland T., Katherine N. Lemon and Das Narayandas (2005), Customer Equity Management: Marketing Strategy for Profitable Customer Relationships, (Pearson Prentice Hall, in press).

Newell, Frederick and Katherine N. Lemon (2001), Wireless Rules: New Marketing Strategies for Customer Relationship Management Anytime, Anywhere, New York: The McGraw-Hill Companies (also being translated into Japanese, Korean, and Portuguese).

Rust, Roland T., Valarie A. Zeithaml and Katherine N. Lemon (2000), Driving Customer Equity: How Customer Lifetime Value is Reshaping Corporate Strategy, New York: The Free Press.

Carroll School of Management
Fulton Hall 450B
140 Commonwealth Ave.
Chestnut Hill, MA 02467
phone: 617-552-1647