Customer Loyalty and Relationship Marketing
Customer Experience Management
Return on Marketing Investments
Florida State University, Ph.D.
Ithaca College, B.S.
Dr. Clay Voorhees is a Professor and the Morris Mayer Endowed Teaching Excellence in Marketing. He received his Ph.D. from Florida State University in 2006. His research has been published in the Journal of Marketing, Journal of Marketing Research, Journal of the Academy of Science, Strategic Management Journal, Journal of Retailing, Journal of Service Research, among others. Clay's research focuses on the explanation and management of the dynamics of social exchange and social influence. Within this theoretical umbrella, he focuses on projects related to customer experience management and relationship marketing, often in service contexts. In 2016, Clay received the "Best Services Marketing Article" award from the American Marketing Association and in 2015, he received the Emerging Service Scholar award from the American Marketing Association. In addition, his research has received the 2011, 2012, and 2015 Industry Relevance Awards from Cornell's Center for Hospitality Research and has been featured in media outlets such as: Wall Street Journal, TIME Magazine, BusinessWeek, USA Today, U.S. News and World Report, and numerous other domestic and international periodicals.
Zhao, Y., Calantone, R., and Voorhees, C. Identity Change versus Strategy Change: The Effects of Rebranding Dimensions on Stock Returns, Journal of the Academy of Marketing Science 46(5).
Bone, Sterling A., Katherine N. Lemon, Clay M. Voorhees, Katie A. Liljenquist, Paul W. Fombelle, Kristen B. DeTienne, and R. Bruce Money (2017), Mere Measurement Plus: How Solicitation of Feedback Influences Customer Repurchase Intentions and Behavior, Journal of Marketing Research, 54(1), 156-170.
Voorhees, Clay M., Michael K. Brady, Roger J. Calantone, and Edward Ramirez (2016), Discriminant Validity Testing in Marketing: An Analysis, Causes for Concern, and Proposed Remedies, Journal of the Academy of Marketing Science, 44(1), 119-134.
Allen, Alexis, Michael Brady and Stacey Robinson, and Clay M. Voorhees (2015), One Firm's Loss is Another's Gain: Capitalizing on Other Firms Service Failures Journal of the Academy of Marketing Science, 43(5), 648-682.
Brocato, Deanne, Julie Baker, and Clay M. Voorhees (2015), Creating Consumer Attachment to Retail Service Firms through Sense of Place‚ the Journal of the Academy of Marketing Science, 43(2/March): 200-220.