Ph.D., Florida State University
B.S., Ithaca College
Dr. Clay Voorhees is a Professor 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.
Beck, J., C.M. Voorhees, P. Fombelle, and K. Lemon (2026), “Putting Words in Their Mouths: Firm-Generated User Content and Consumer Sharing Behavior,” forthcoming in the Journal of Marketing.
Fombelle, P., C.M. Voorhees, A. Gustafsson, L. Wittell, and A. Gustafsson (2026), “The effects of unconditional gifts on customer-firm relationships,” forthcoming in the Journal of the Academy of Marketing Science.
Scott, B., N. Awasty, S. Li, D.E. Conlon, R.E. Johnson, C.M. Voorhees, L. Passantino (2024) “Too Much of a Good Thing? A Multilevel Examination of Listening to Music at Work,” Journal of Applied Psychology, 110(5): 741-753.
Zhang, Y., C.M. Voorhees, and T. Hult (2024), “Dynamic Interplays Between Online Reviews and Marketing Promotions,” Journal of the Academy of Marketing Science, 52(6), 1820-1841.
LaBrecque, A. C.M., Voorhees, F., Khodakarami, and P. Fombelle (2024), “Native Advertising Effectiveness: The Role of Congruence and Consumer Annoyance on Clicks, Bounces, and Visits,” Journal of the Academy of Marketing Science, 52: 1692-1712.
Hochstein, B., C.M. Voorhees, R. Johnson, V. Mehrotra, and N. McCoy (2024), “Toward Healthier B2B Relationships,” Harvard Business Review, 102(4), 104-113.
Pratt, A., S.G. Robinson, C.M. Voorhees, F. Wang, and M. Giebelhausen (2023) “Unintended effects of price promotions: Forgoing competitors’ price promotions strengthens incumbent brand loyalty,” Journal of the Academy of Marketing Science, 51(5), 1143-1164.
Schrock, W., D.E. Hughes, Y. Zhao, C.M. Voorhees, and J.R. Hollenbeck (2021), “Self-oriented competitiveness in salespeople: sales management implications,” Journal of the Academy of Marketing Science, 49(6), 1201 – 1221.
Chaudhuri, M., C.M. Voorhees, and J. Beck (2019), “The effects of loyalty program introduction and design on short- and long-term sales and gross profits,” Journal of the Academy of Marketing Science, 47(4): 640-658.
Zhao, Y., R. Calantone, and C.M. Voorhees (2018) “Identity Change versus Strategy Change: The Effects of Rebranding Dimensions on Stock Returns,” Journal of the Academy of Marketing Science, 46(5): 795-812.
Bone, S.A., K.N. Lemon, C.M. Voorhees, K.A. Liljenquist, P.W. Fombelle, K.B. DeTienne, and R.B. Money (2017), “Mere Measurement “Plus”: How Solicitation of Feedback Influences Customer Repurchase Intentions and Behavior,” Journal of Marketing Research, 54(1): 156-170.
Voorhees, C.M., M.K. Brady, R.J. Calantone, and E. 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, A., M. Brady, S. Robinson, and C.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, D., J. Baker, and C.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.
Brady, M.K., C.M. Voorhees, M. Brusco (2012), “Service Sweethearting: Antecedents and Customer Consequences,” Journal of Marketing. 76(2): 81-98.
Bourdeau, B.L., J.J. Cronin, Jr., and C.M. Voorhees (2007), “Modeling Service Alliances: An Investigation of the Spillover Effects of Partner Performance on Customers’ Perceptions of a Service Partnership.” Strategic Management Journal, 28(6): 609 – 622
Voorhees, C.M., M.K. Brady, and D.M. Horowitz (2006). “The Silent Majority: A Comparative Analysis of Noncomplainers.” Journal of the Academy of Marketing Science, 31(4): 514-527
