Faculty Directory

Katherine N. Lemon

Accenture Professor

Department

Marketing

Profile

Katherine (Kay) Lemon holds the Accenture Professorship in the Carroll School of Management at 艾可直播 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听the field鈥檚 top journals including the听Journal of Marketing, Journal of Marketing Research, Marketing Science, Management Science,听and the听Journal of Service Research.听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.听She serves on the Boards of Maple Leaf Foods and the Council for Women of 艾可直播 College Colloquium Advisory Board.

Selected Appointments and Awards

  • 2021鈥檚 Sage 10-Year Impact Award for 鈥淐ustomer Engagement Behavior: Theoretical Foundations and Research Directions,鈥 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鈥檚 Marketing Science Institute/H. Paul Root Award, 2005
  • Early Career Contributions to Marketing Strategy Research Award, 2004

Selected Publications 鈥 Recent Articles

  • 鈥" (With Chadwick J. Miller, Lazlo Sajtos, Jim Salas, Martha Troncoza and Lonnie Ostrom.) Journal of Services Marketing, 37 (4), 478-495. May, 2022.听

  • 鈥溾 (With Joy M. Field, Darima Fotheringham, Mahesh Subramony, Anders Gustafsson, Amy L. Ostrom, Ming-Hui Huang and Janet R. McColl-Kennedy.) Journal of Service Research, 24 (4), 462-479. September, 2021.听

  • 鈥溾 (With Amy L. Ostrom, Joy M. Field, Darima Fotheringham, Mahesh Subramony, Anders Gustafsson, Ming-Hui Huang and Janet R. McColl-Kennedy.) Journal of Service Research, 24 (3), 329-353. July, 2021.听

  • 鈥 (With Arne De Keyser, Katrien Verleye, Timothy L. Keiningham and Philipp Klaus.) Journal of Service Research, 23 (4), 329-353. June, 2020. Finalist for JSR Best Article Award, SERVSIG Best Article Award.

  • .鈥 (Janet McColl-Kennedy, Mohamed Zaki, Florian Urmetzer and Andy Neely.) Journal of Service Research, 22, 8-26. July, 2015. Finalist, JSR Best Article Award.

  • 鈥.鈥 (With Sterling A. Bone, Clay Voorhees, Katie A. Liljenquist, Paul. W. Fombelle, R. Bruce Money and Kristen B. DeTienne.) Journal of Marketing Research, 54 (1), 156-170. February, 2017.听

  • 鈥.鈥 (With Peter Verhoef.) Journal of Marketing, 80 (6), 69-96. November, 2016. 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.

Selected Publications 鈥 Books

  • Customer Equity Management: Marketing Strategy for Profitable Customer Relationships听(2005, with Rust and Narayandas)
  • Wireless Rules: New Marketing Strategies for Customer Relationship Management Anytime, Anywhere听(2001, with Newell)
  • Driving Customer Equity: How Customer Lifetime Value Is Reshaping Corporate Strategy听(2000, with Rust and Zeithaml) which received the first annual American Marketing Association Foundation AMA-Berry Book Prize

Professional Activities

Professor Kay Lemon is a fellow at the American Marketing Association, an academic fellow for the Center for Services Leadership, and a distinguished 艾可直播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 艾可直播 College. Before joining the Carroll School, she was on the 艾可直播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.

Editorial Positions

  • Editorial Board, Journal of Marketing, 2002 鈥 2012, 2018 鈥 present
  • Associate Editor, Journal of Service Research, 2013 - 2021听
  • Editorial Board, Journal of Marketing Research, 2005 鈥 2020听
  • Editorial Board, Journal of the Academy of Marketing Science, 2003-2009, 2010 - 2018