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Associate Professor of Marketing
Gabelli School of Business
New York City
“What You’re Getting Wrong About Customer Journeys,” with Anton Siebert, Harvard Business Review, 2022. | The Customer Journey Matrix
"Designing Servicescapes for Transformative Service Conversations: Lessons from Mental Health Services," with Anton Siebert and Burcak Ertimur, Journal of Consumer Marketing, 2021.
"Customer Experience Journeys: Loyalty Loops Versus Involvement Spirals," with Anton Siebert, Andrew Lindridge, and Cláudia Simões, Journal of Marketing, 2020.