Katherine (Kay) Lemon holds the Accenture Professorship in the Carroll School of Management at Boston College. Her research and teaching focus on key drivers of firm growth from a consumer perspective, developing models of customer experience, customer loyalty, digital innovations, and customer equity that enable firms to significantly increase return on marketing investments. On these topics, she has extensive speaking, training, and consulting experience with leading global companies. Her research appears in the field’s top 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 board of the Journal of Marketing and on the advisory boards of the Journal of Marketing and the Journal of Service Research. She serves on the Boards of Maple Leaf Foods and the Council for Women of Boston College Colloquium Advisory Board.
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.