Katherine Lemon

Profile

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, 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 board of the Journal of Marketing and on the advisory boards of the Journal of Marketing and the Journal of Service Research. She serves as the Immediate Past Chair of the Board of the American Marketing Association, and on the Boards of Maple Leaf Foods and the Council for Women of Boston College Colloquium Advisory Board.

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 digital and omnichannel marketing strategy.

EXPERTISE

• Big Data Analytics
• Consumer Behavior and Pricing
• Marketing Science

SELECTED APPOINTMENTS AND AWARDS

• 2021’s Sage 10-Year Impact Award for “Customer Engagement Behavior: Theoretical Foundations and Research Directions,” in Journal of Service Research
• Sheth Foundation/Journal of Marketing Award, 2021 and 2009
• Ph.D. Project Marketing Doctoral Students Association Circle of Champions Award, 2017
• Raymond F. Keyes Faculty Forum Distinguished Service Award, 2017
• American Marketing Association Fellow, 2016
• Christopher Lovelock Career Contributions to the Services Discipline Award, 2015
• Elsevier Research Scholar of the Year Award, 2008
• Journal of Marketing’s Marketing Science Institute/H. Paul Root Award, 2005
• Early Career Contributions to Marketing Strategy Research Award, 2004

SELECTED PUBLICATIONS — RECENT ARTICLES

• Miller, Chadwick J., Lazlo Sajtos, Katherine N. Lemon, Jim Salas, Martha Troncoza and Lonnie Ostrom (2022), “Longitudinal Upgrades And Asymmetric Effects Of Satisfaction And Perceived Value." Journal of Services Marketing, forthcoming.
• Field Joy M., Darima Fotheringham, Mahesh Subramony, Anders Gustafsson, Amy L. Ostrom, Katherine N. Lemon, Ming-Hui Huang and Janet R. McColl-Kennedy (2021), “Service Research Priorities: Designing Sustainable Service Ecosystems,” Journal of Service Research, 24 (November), 462-479 (lead article).
• Ostrom, Amy L., Joy M. Field, Darima Fotheringham, Mahesh Subramony, Anders Gustafsson, Katherine N. Lemon, Ming-Hui Huang and Janet R. McColl-Kennedy (2021), “Service Research Priorities: Managing and Delivering Service in Turbulent Times,” Journal of Service Research, 24 (August), 329-353 (lead article).
• De Keyser, Arne, Katrien Verleye, Katherine N. Lemon, Timothy L. Keiningham and Philipp Klaus (2020), “Moving The Customer Experience Field Forward: Introducing The Touchpoints, Context, Qualities (TCQ) Nomenclature,” Journal of Service Research, 23 (August), 329-353 (lead article, finalist JSR Best Article Award).
• Christine Moorman and Katherine N. Lemon (2020), “CX RX: How the Best Firms are Innovating and Competing on Customer Experience,” Marketing News, February 14, 2020, American Marketing Association.
• McColl-Kennedy, Janet, Mohamed Zaki, Katherine N. Lemon, Florian Urmetzer, and Andy Neely (2019), “Using Text Analytics to Enhance Customer Experience: Unmasking What Matters to Customers,” Journal of Service Research, 22 (February), 8-26 (Finalist, JSR Best Article Award and SERVSIG Best Article Award).
• Bone, Sterling A., Katherine N. Lemon, Clay Voorhees, Katie A. Liljenquist, Paul. W. Fombelle, R. Bruce Money and Kristen B. DeTienne (2017), “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 (Sheth Foundation/JM Award 2021, 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).
• 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 a member of the Board of the American Marketing Association, where she is currently Immediate Past Chair of the Board. She is the former Executive Director for the Marketing Science Institute where she also served on its Board of Directors. She is also a member of the Board of Maple Leaf Foods, where she serves on the Audit Committee and the Safety and Sustainability Committee. At the AMA, she also serves on the Audit and Finance Committee on the Executive Committee (Office of the Chair of the Board), and previously on the Governance Committee. She is an Academic Fellow for the Center for Services Leadership and a Distinguished Faculty Fellow for the Center for Excellence in Service. 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 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.