Skip to main content

Secondary navigation:

Carroll School of Management

Katherine N. Lemon, PhD

accenture professor and chairperson, marketing department

Katherine N. Lemon

Professor Lemon’s main areas of research expertise are customer management, customer equity, and the dynamics of customer-firm relationships.  Her two new areas of research are (a) how firms should manage customer feedback and (b) customer experience management.  Her research appears in leading marketing journals including the Journal of Marketing, Journal of Marketing Research, Marketing Science, Management Science, and the Journal of Service Research.  She received the Early Career Contributions to Marketing Strategy Research Award recognizing her contributions to marketing strategy, the Elsevier Research Scholar of the Year Award (2008), and has received several best article awards for her research, including the 2009 Sheth Foundation/Journal of Marketing Award, given each year to the article that has made long-term contributions to the theory and practice of marketing.  

Professor Lemon is the immediate past editor of the Journal of Service Research.  She also serves on the editorial boards of the Journal of Marketing Research, and the Journal of the Academy of Marketing Science and the Journal of Service Research, and has also served on the editorial board of the Journal of Marketing.  She has authored three books: Customer Equity Management: Marketing Strategy for Profitable Customer Relationships (with Rust and Narayandas), Wireless Rules: New Marketing Strategies for Customer Relationship Management Anytime, Anywhere (with her father, Fred. Newell), and Driving Customer Equity: How Customer Lifetime Value Is Reshaping Corporate Strategy (with Rust and Zeithaml) which received the first annual American Marketing Association Foundation AMA-Berry Book Prize recognizing the top marketing work for innovative ideas and overall impact on marketing and related fields.

Professor Lemon teaches undergraduate and graduate courses focusing on Customer Relationship Management, Customer Equity, Customer Experience Management, and Marketing Strategy.  Lemon has consulted with and taught senior executives at leading global companies. Before joining the Carroll School, she taught at the Harvard Business School and Duke University.

She is an Academic Fellow for the Center for Services Leadership, and serves on the International Academic Advisory Panel for the Institute of Service Excellence at Singapore Management University.  She is also an Academic Trustee for the Marketing Science Institute.  Previously, Professor Lemon served on the Board of Directors of the American Marketing Association and on the Academic Council of the AMA.  Professor Lemon received her Ph.D. from the University of California, Berkeley.  Prior to her academic career, Kay held industry positions as Vice President of Marketing for a new high technology venture in Silicon Valley, and Senior Western United States Field Director of Marketing for a for-profit health care concern.


  • Bone, Sterling A., Paul W. Fombelle, Kristal Ray, and Katherine N. Lemon, “How Customer Participation in B2B Peer-to-Peer Problem Solving Communities influences the Need for Traditional Customer Service,” forthcoming, Journal of Service Research.
  • Mark, Tanya, Katherine N. Lemon, Mark Vandenbosch, Jan Bulla and Antonello Maruotti (2013), “Capturing The Evolution of Customer-Firm Relationships:  How Customers Become More (or Less) Valuable Over Time,” Journal of Retailing, 89 (3), 231-245.
  • Navarro-Martinez, Daniel, Linda Court Salisbury, Katherine N. Lemon, Neil Stewart, William J. Matthews and Adam J. L. Harris (2011),“Minimum Required Payment and Supplemental Information Disclosure Effects on Consumer Debt Repayment Decisions,” Journal of Marketing Research, 48 (November), S60-S77.
  • Jenny van Doorn, Katherine N. Lemon, Vikas Mittal, Stephan Naß, Doreén Pick, Peter Pirner and Peter Verhoef,  (2010), “Customer Engagement Behavior: Theoretical Foundations and Research Directions,” Journal of Service Research, 13 (August), 253-266.
  • Raghubir, Priya, John Roberts, Katherine N. Lemon and Russell S. Winer (2010), “Why, When and How should the Effect of Marketing on the Community be Measured? A Stakeholder Perspective for Corporate Social Responsibility Metrics,” Journal of Public Policy in Marketing, 29 (1), 66-77. (Also adapted for The Conference Board’s Directors Notes).
  • Verhoef Peter C., Katherine N. Lemon, A. Parasuraman, Anne Roggeveen, Leonard A. Schlesinger and Michael Tsiros (2009), “Customer Experience: Determinants and Dynamics,” Journal of Retailing, 85 (March), 31-41.


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