Katherine (Kay) Lemon holds the Accenture Professorship in the Carroll School of Management at Boston College. She also currently serves as the Executive Director for the Marketing Science Institute. Her research and teaching focuses on customer experience, customer management, customer equity, marketing strategy and the dynamics of customer-firm relationships. On these topics, Kay has extensive speaking, training and consulting experience with leading global companies. Her research appears in a variety of journals including the Journal of Marketing, Journal of Marketing Research, Marketing Science, Management Science, and the Journal of Service Research. She also serves on the editorial boards of the Journal of Marketing Research, the Journal of the Academy of Marketing Science and the Journal of Service Research.
Kay is an Academic Fellow for the Center for Services Leadership, a Distinguished Faculty Fellow for the Center for Excellence in Service, a member of the International Academic Advisory Panel for the Institute of Service Excellence at Singapore Management University, and a member of the Marketing Advisory Board for Harte Hanks. Previously, Professor Lemon served on the Board of Directors of the American Marketing Association, on the Academic Council of the AMA, as editor of the Journal of Service Research, and as Chairperson of the Marketing Department at BC. Before joining the Carroll School, she was on the faculty of the Harvard Business School and Duke University. 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.