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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.
"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.