Research Interests

• Consumer adoption of new technologies, internet marketing, likelihood of confusion surveys, trademark litigation

Selected Publications

"Migrating Customers to New Distribution Channels: The Role of Communication," Journal of Financial Services Marketing (coauthor with Marmorstien)

“Increasing the Persuasiveness of a Service Guarantee: The Role of Service Process Evidence,” Journal of Services Marketing (coauthor with Marmorstein and Lassar)

“Improving the Effectiveness of Banks’ Service Guarantees: The Role of Implementation,” Journal of Financial Services Marketing (coauthor with Marmorstein)

“Managing the Delayed Service Encounter: The Role of Employee Action and Customer Prior Experience,” Journal of Services Marketing (coauthor with Marmorstein)

“The Role of Service Recovery in HMO Satisfaction,” Marketing Health Services (coauthor with Marmorstein)

Teaching & Professional Experience

• Marketing consultant with leading national and multinational corporations, including Mitsubishi, Citicorp, Hilton Hotels, First Union, Saatchi & Saatchi, BBDO, RCCL, Crystal Cruises, Miami Children’s Hospital, Holland & Knight and others

Degrees

• D.B.A., Harvard University;
• M.B.A., B.A., Hebrew University

Specialties

• Services marketing
• Bank marketing
• Internet marketing
• Trademark litigation