Faculty Directory
Katherine N. Lemon
The Accenture Professor in the Carroll School of Management
Katherine N. Lemon
Contact
Fulton Hall 450B
Telephone: 617-552-1647
Email: kay.lemon@bc.edu
Education
- BA, Colorado College
- MBA, Wichita State University
- Ph.D, University of California, Berkeley
Research Interests
Customer Experience; Service Marketing; Customer Relationship Management; and Digital and Omnichannel Marketing Strategy.
Expertise
- Big Data Analytics
- Consumer Behavior and Pricing
- Marketing Science
Department
Selected Appointments and Awards
- 2021’s Sage 10-Year Impact Award for “Customer Engagement Behavior: Theoretical Foundations and Research Directions,” in Journal of Service Research
- Sheth Foundation/Journal of Marketing Award, 2021 and 2009
- Ph.D. Project Marketing Doctoral Students Association Circle of Champions Award, 2017
- Raymond F. Keyes Faculty Forum Distinguished Service Award, 2017
- American Marketing Association Fellow, 2016
- Christopher Lovelock Career Contributions to the Services Discipline Award, 2015
- Elsevier Research Scholar of the Year Award, 2008
- Journal of Marketing’s Marketing Science Institute/H. Paul Root Award, 2005
- Early Career Contributions to Marketing Strategy Research Award, 2004
Selected Publications — Recent Articles
- “Putting Words in Their Mouths: Firm Generated User Content and Consumer Sharing Behaviors." (With Jonathan M. Beck, Clay M. Voorhees, and Paul W. Fombelle.) Journal of Marketing, forthcoming. 2025.
- “How is Retargeting Related to Purchase Incidence, Channel Choice and Purchase Quantity?” (With Tanya Mark, Tirtha Dhar, amd Peter C. Verhoef.) Marketing Letters, 35, 275-288. June, 2024.
“Longitudinal Upgrades and Asymmetric Effects Of Satisfaction And Perceived Value." (With Chadwick J. Miller, Lazlo Sajtos, Jim Salas, Martha Troncoza and Lonnie Ostrom.) Journal of Services Marketing, 37 (4), 478-495. May, 2022.
“Service Research Priorities: Designing Sustainable Service Ecosystems,” (With Joy M. Field, Darima Fotheringham, Mahesh Subramony, Anders Gustafsson, Amy L. Ostrom, Ming-Hui Huang and Janet R. McColl-Kennedy.) Journal of Service Research, 24 (4), 462-479. September, 2021.
“Service Research Priorities: Managing and Delivering Service in Turbulent Times,” (With Amy L. Ostrom, Joy M. Field, Darima Fotheringham, Mahesh Subramony, Anders Gustafsson, Ming-Hui Huang and Janet R. McColl-Kennedy.) Journal of Service Research, 24 (3), 329-353. July, 2021.
“Moving The Customer Experience Field Forward: Introducing The Touchpoints, Context, Qualities (TCQ) Nomenclature.” (With Arne De Keyser, Katrien Verleye, Timothy L. Keiningham and Philipp Klaus.) Journal of Service Research, 23 (4), 329-353. June, 2020. Finalist for JSR Best Article Award, SERVSIG Best Article Award.
“Using Text Analytics to Enhance Customer Experience: Unmasking What Matters to Customers.” (Janet McColl-Kennedy, Mohamed Zaki, Florian Urmetzer and Andy Neely.) Journal of Service Research, 22, 8-26. July, 2015. Finalist, JSR Best Article Award.
“Mere Measurement ‘Plus’: How Solicitation of Open-ended Positive Feedback Influences Customer Purchase Behavior.” (With Sterling A. Bone, Clay Voorhees, Katie A. Liljenquist, Paul. W. Fombelle, R. Bruce Money and Kristen B. DeTienne.) Journal of Marketing Research, 54 (1), 156-170. February, 2017.
“Understanding Customer Experience Throughout the Customer Journey.” (With Peter Verhoef.) Journal of Marketing, 80 (6), 69-96. November, 2016. Sheth Foundation/JM Award 2021, finalist for JM MSI/H. Paul Root Award 2017, Finalist for JM Shelby D. Hunt/Harold H. Maynard Award 2017, Finalist for SERVSIG Best Article Award 2016.
Selected Publications — Books
- Customer Equity Management: Marketing Strategy for Profitable Customer Relationships (2005, with Rust and Narayandas)
- Wireless Rules: New Marketing Strategies for Customer Relationship Management Anytime, Anywhere (2001, with Newell)
- Driving Customer Equity: How Customer Lifetime Value Is Reshaping Corporate Strategy (2000, with Rust and Zeithaml) which received the first annual American Marketing Association Foundation AMA-Berry Book Prize
Professional Activities
Professor Kay Lemon is a fellow at the American Marketing Association, an academic fellow for the Center for Services Leadership, and a distinguished faculty fellow for the Center for Excellence in Service. She is a member of the Board of Directors of Maple Leaf Foods, where she serves as chair of the Safety and Sustainability Committee and on the Audit Committee. Recently, she served as chair of the board of the American Marketing Association. At the AMA, she also served on the Audit and Finance Committee, Executive Committee, Governance Committee and Nominating Committee. She is the former executive director for the Marketing Science Institute where she also served on its Board of Directors.
Previously, Professor Lemon served as an honorary professor at the University of Groningen, on the International Academic Advisory Panel for the Institute of Service Excellence at Singapore Management University, on the Marketing Advisory Board of Harte Hanks, on the Academic Council of the AMA, as Editor-in-Chief of the Journal of Service Research, and as chairperson of the Marketing Department at Boston College. Before joining the Carroll School, she was on the faculty of the Harvard Business School and Duke University. Prior to her academic career, Lemon 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.
Editorial Positions
- Editorial Board, Journal of Marketing, 2002 – 2012, 2018 – present
- Associate Editor, Journal of Service Research, 2013 - 2021
- Editorial Board, Journal of Marketing Research, 2005 – 2020
- Editorial Board, Journal of the Academy of Marketing Science, 2003-2009, 2010 - 2018