Research Interests

• Role of customer satisfaction and regret in decision-making, post-purchase valuation and subsequent behavior
• Behavioral decision theory, social and cognitive psychology aspects of marketing, and stages of the consumer decision-making process

Selected Publications

"Ending a Price Promotion: Retracting it in One Step or Phasing it Out Gradually" Journal of Marketing (with David Hardesty)

“Releasing the Regret Lock: Consumer Response to New Alternative after a Sale,” Journal of Consumer Research

“The Effect of Compensation on Repurchase Intentions in Service Recovery,” Journal of Retailing (with Grewal and Roggeveen)

“Customer Experience Creation: Determinants, Dynamics and Management Strategies,” Journal of Retailing (with Lemon, Parasuraman, Schlesinger, and Verhoef)

"Commitment Bias: A Way to Preserve Exchange Relationships," Journal of Service Research (with Ross and Mittal)

"The Effect of Expiration Dates and Perceived Risks on Purchasing Behavior in Grocery Store Perishable Categories," Journal of Marketing (with Heilman)

"The Role of Attributions in Customer Satisfaction: A Reexamination," Journal of Consumer Research (with Mittal and Ross)

"The Role of Issue Valence and Issue Capability in Determining Effort Investment," Journal of Marketing Research (with Mittal and Ross)

"Regret: A Model of Its Antecedents and Consequences in Consumer Decision Making," Journal of Consumer Research (with Mittal)

"Attribute-Level Performance, Satisfaction, and Behavioral Intentions Over Time: A Consumption-System Approach," Journal of Marketing (with Mittal and Kumar)

"Effect of Regret on Post-Choice Valuation: The Case of More Than Two Alternatives," Organizational Behavior and Human Decision Processes

Teaching & Professional Experience

• Dartmouth College
• London Business School
• Washington University in St. Louis
• Temple University
• Consultant, Research Data Analysis, Inc. Bloomfield Hills, Michigan
• Senior Analyst, The Response Center, Inc. Philadelphia, Pennsylvania

Degrees

• Ph.D, Temple University;
• M.B.A., B.S., St. John's University

Specialties

• Consumer behavior
• Marketing research