Professor of Marketing

Morris Mayer Endowed Chair of Teaching Excellence in Marketing

Department of Marketing

Area of Expertise

Research Interests


Ph.D., Florida State University
B.S., Ithaca College


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.

Selected Publications

Zhang, Y., C.M. Voorhees, C. Lin, J. Chaing, T. Hult, and R. Calantone (2022), “Information Search and Product Returns Across Mobile and Traditional Online Channels,” Journal of Retailing, 98(2), 260-276.

Jones, Carol, B. Kazandjian, T. Hancock, C.M. Voorhees (2022) “Engaging the Avatar: The Effects of Authenticity Signals During Chat-Based Service Recoveries” Journal of Business Research, 144, 703-716.

Jones, A., J. Miller, S. Griffis, J. Whipple, and C.M. Voorhees (2021) “An Examination of the Effects of Omni-channel Service Offerings on Retailer Performance,” International Journal of Physical Distribution & Logistics Management, 52(2), 150-169.

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.

Voorhees, C.M., J. Beck, P. Randhawa, K.B. DeTienne, and S. Bone (2021), “Assessing the Effects of Service Variability on Consumer Confidence and Behavior,” Journal of Service Research, 24(3), 405-420.

Wiedmer, R., J. Whipple, S. Griffis, and C.M. Voorhees (2020) “Resource Scarcity Perceptions in Supply Chains: The Effect of Buyer Altruism on the Propensity for Collaboration,” Journal of Supply Chain Management, 56(4), 45-64.

Voorhees, C.M., P. Fombelle, and S. Bone (2020), “Don’t Forget About the Frontline Employee During the COVID-19 Pandemic: Preliminary Insights and a Research Agenda on Market Shocks,” Journal of Service Research, 23 (4), 396-400.

Fombelle, Paul, Clay M. Voorhees, Mason R. Jenkins, Karim Sidaoui, Sabine Benoit, Thorsten Gruber, Anders Gustafsson, and Ibrahim Abosag (2020), “Customer deviance: A framework, prevention strategies, and opportunities for future research,” Journal of Business Research 116 (August), 387-400.

Chaudhuri, Malika, Clay M. Voorhees, and Jonathan 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.

Chaudhuri, M., R.J. Calantone, C.M. Voorhees, and S. Cockrell (2018), “Disentangling the effects of promotion mix on new product sales: An examination of disaggregated drivers and the moderating effect of product class,” Journal of Business Research, 90: 286-294.

Zhao, Y., Roger Calantone, and Clay 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.

Voorhees, Clay M., Paul W. Fombelle, Yany Gregoire, Anders Gustafsson, Rui Soussa, and Travis Walkowiak (2017), “Service Encounters, Experiences and the Customer Journey: Defining the Field and a Call to Expand Our Lens,” Journal of Business Research, 79 (October): 269-280.

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.

Rapp, Adam A., Daniel G Bachrach, Karen E Flaherty, Douglas E Hughes, Arun Sharma, and Clay M. Voorhees (2017), “The Role of the Sales-Service Interface and Ambidexterity in the Evolving Organization A Multilevel Research Agenda,” Journal of Service Research, 20(1): 59-75.

Chaffin, Daniel, Andrew Yu, John Hollenbeck, Ralph Heidl, Roger Calantone, Clay M. Voorhees, and Michael Howe (2017), “The Promise and Perils of Wearable Sensors in Organizational Research” Organizational Research Methods, 20(1): 3 – 31.

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.

Randhawa, Praneet, Roger J. Calantone, and Clay M. Voorhees (2015), “The Pursuit of Counterfeited Luxury: An Examination of the Negative Side Effects of Close Consumer-Brand Connections” Journal of Business Research, 68(11): 2395-2403.

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.

Baldus, Brian, Clay M. Voorhees, and Roger Calantone (2015), Online Brand Community Engagement: Scale Development and Validation,” Journal of Business Research, 68(5): 978-995.

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.