Faculty Directory
Katherine N. Lemon
Accenture Professor
Katherine N. Lemon
Contact
Fulton 450B
Telephone: 617-552-1647
Email: kay.lemon@bc.edu
Education
- B.A., Colorado College
- M.B.A., Wichita State University
- Ph.D., University of California, Berkeley
Research Interests
customer experience; service marketing; customer relationship management; and marketing strategy.
Expertise
- Big Data Analytics
- Consumer Behavior
- Customer Lifetime Valuation
- Marketing Science
Department
Selected Appointments and Awards
- American Marketing Association Fellow
- Christopher Lovelock Career Contributions to the Services Discipline Award
- Elsevier Research Scholar of the Year Award
- Early Career Contributions to Marketing Strategy Research Award
- 2009 Sheth Foundation/Journal of Marketing Award
- Journal of Marketing’s Marketing Science Institute/H. Paul Root Award
- PhD Project Marketing Doctoral Students Association Circle of Champions Award
- Raymond F. Keyes Faculty Forum Distinguished Service Award
Selected Publications — Recent Articles
- Bone, Sterling A., Katherine N. Lemon, Clay Voorhees, Katie A. Lilijenquist, Paul. W. Fombelle, R. Bruce Money and Kristen B. DeTienne (2016), "Mere Measurement 'Plus': How Solicitation of Open-ended Positive Feedback Influences Customer Purchase Behavior," Journal of Marketing Research, 54 (February), 156-170.
- Lemon, Katherine N. and Peter Verhoef (2016), “Understanding Customer Experience Throughout the Customer Journey,” Journal of Marketing, 80 (November), 69-96 (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).
- Robinson, Stacey, Michael K. Brady, Katherine N. Lemon and Michael D. Giebelhausen (2016), “Less of This One? I’ll Take It: New Insights on the Influence of Shelf-Based Scarcity,” International Journal of Research in Marketing, 33 (December), 961-965.
- Fombelle, Paul W., Sterling A. Bone and Katherine N. Lemon (2016), “Responding to the 98%: Face Enhancing Strategies for Dealing with Rejected Customer Ideas,” Journal of the Academy of Marketing Science, 44 (November), 685-706.
- Bone, Sterling A., Paul W. Fombelle, Kristal Ray, and Katherine N. Lemon (2015), “How Customer Participation in B2B Peer-to-Peer Problem Solving Communities influences the Need for Traditional Customer Service,” Journal of Service Research, 18 (February), 23-38.
- 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 (William R. Davidson Best Article Award 2015 from Journal of Retailing).
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
Kay is the former Executive Director for the Marketing Science Institute and now serves on its Executive Committee. This summer she will rejoin the Board of the American Marketing Association. She 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, as Chairperson of the Marketing Department at BC, and as an honorary professor at the University of Groningen in the Netherlands. 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.