Joel Collier PhD

 Joel Collier PhD

Titles:

  • Director of Marketing PhD Program
  • Tommy and Terri Nusz Professor of Marketing

Contacts:

jcollier@business.msstate.edu
Office: (662) 325-0410
324I

Overview

Education:

  • Ph D, Marketing, University of Memphis, 2006
  • MBA, Business Administration, Middle Tennessee State University, 2001
  • BS, Marketing, Middle Tennessee State University, 1997

Research interests:

Self-service, Service Recovery, Customer Adaptation, Customer Delight

Publications

Book, Chapter

  • Customer-Facing Payment Technology in the US Restaurant Industry:. The Next Frontier of Restaurant Management. Ed. Alex M. Susskind and Mark Maynard. Ithaca, New York, United States: Cornell University Press. 173-193. 2019

Conference Proceeding

  • A Diagnostic Model of Perceived Return Customer Orientation and Its impact on Subsequent Consumer Behavior.  Advances in MArketing: Transformational MArketing. Volume 2014, Page 86. 2014
  • An Examination of Online Education Convenience in Graduate Business Programs.  Society for Marketing Advances. Pages 173-174. 2007
  • Brand Community or Brand Collectivity?.  Society for Marketing Advances. Pages 38-39. 2007
  • Examining the Dimensions of Convenience in Self Service.  Academy of Marketing Science. Page 129. 2007
  • An Assessment of How Non-Response is Being Handled in the Marketing Discipline, in Developments in Marketing Science Volume XXVII.  Academy of Marketing Science. Pages 135-139. 2004
  • Customer Loyalty and CRM: Stalking the Elusive 20 Percent.  American Society of Business and Behavioral Sciences. 2004
  • E-Service Quality: A New Conceptualization and Measurement.  Society for Marketing Advances. 2004
  • A Conceptual Framework for Measuring E-Service Quality.  Academy of Marketing Science. Pages 158-162. 2003

Journal Article

  • Idiosyncratic Service Experiences: When Customers Desire the Extraordinary in a Service Encounter. Journal of Business Research. Volume 84, Pages 150-161. 2018
  • Multiple Paths to Customer Delight: The Impact of Effort, Expertise and Tangibles on Joy and Surprise. Journal of Services Marketing. Volume 30, Issue 3, Pages 277-289 (Named Most Outstanding Article 2016). 2016
  • Self-service Delight: Exploring the Hedonic Aspects of Self-service. Journal of Business Research. Volume 68, Issue 5, Pages 986-993. 2015
  • Why the Little Things Matter: Exploring Situational Influences on Customers’ Self-Service Technology Decisions. Journal of Business Research. Volume 68, Issue 3, Pages 703-710. 2015
  • Self-Service Illusion: Do Managers Really Understand What Customers Want in Self-Service?. MIT Sloan Management Review. Volume 57, Issue 1, Pages 25-26. 2015
  • Tailoring to Customers’ Needs: Understanding How to Promote an Adaptive Service Experience with Frontline Employees. Journal of Service Research. Volume 17, Issue 4, Pages 446-459. 2014
  • Understanding the Differences of Public and Private Self-Service Technology. Journal of Services Marketing. Volume 28, Issue 1, Pages 60-70. 2014
  • Investigating Work Engagement in the Service Environment. Journal of Services Marketing. Volume 27, Issue 6, Pages 485-499. 2013
  • Only if it’s Convenient: Understanding How Convenience Influences Self-Service Technology Evaluation. Journal of Service Research. Volume 16, Issue 1, Pages 39-51. 2013
  • Evaluating the Employee’s Perspective of Customer Delight. Journal of Personal Selling and Sales Management. Volume 33, Issue 1, Pages 91-104. 2013
  • The Effects of Perceived Fairness on Customer Responses to Retailer SST Push Policies. Journal of Retailing. Volume 88, Issue 2, Pages 250-261. 2012
  • Assessing the Impact of Acquiescence Response Bias on Marketing Data. Marketing Management Journal. Volume 21, Issue 1, Pages 31-46. 2011
  • Examining the Influence of Control and Convenience in a Self-service Setting. Journal of the Academy of Marketing Science. Volume 38, Issue 4, Pages 490-509. 2010
  • Model Misspecification: Contrasting Formative and Reflective Indicators for a Model of E-Service Quality. Journal of Marketing Theory and Practice. Volume 17, Issue 3, Pages 283-293. 2009
  • Re-evaluating the Theoretical Reasoning Regarding Market-Entry Position from a Service-Dominant Logic Perspective. Journal of Marketing Theory and Practice. Volume 19, Issue 2, Pages 151-162. 2009
  • Can Children Legally Be Protected from Violent Video Games? A Governmentally Based Market Solution - Get the Fox Out!. Kyungpook National University Law Journal. Volume 28, Page 583. 2008
  • Managing Appreciating and Depreciating Customer Assets. Marketing Management Journal. Volume 18, Issue 1, Pages 39-53. 2008
  • The Exposure of Violent Video Games to Children and the Public Policy Implications. Journal of Public Policy and Marketing. Volume 27, Issue 1, Pages 107-112. 2008
  • An Analysis of How Nonresponse Error is Assessed in Academic Marketing Research. Marketing Theory. Volume 7, Issue 2, Pages 163-183. 2007
  • How Do Customers Judge Quality in an E-tailer?. MIT Sloan Management Review. Volume 48, Issue 1, Pages 35-40. 2006
  • Measuring Service Quality in E-Retailing. Journal of Service Research. Volume 8, Issue 3, Pages 260-275. 2006
  • The Dimensionality of Environmental Concern: Validation of Component Measures. Interdisciplinary Environmental Review. Volume 8, Issue 1, Pages 43-61. 2006

Presentations

Oral Presentation

  • "Exploring Showrooming Experiences at Small Retailers." Academy of Marketing Science, Academy of Marketing Science, Denver, CO. 2015
  • "Key Antecedents to Customer Delight in the Self-service Environment." Society for Marketing Advances, Society for Marketing Advances, Hilton Head, SC. 2013
  • "Role Conflict, Customer Delight, and Work Engagement in the Service Environment." Society for Marketing Advances, Society for Marketing Advances, Hilton Head, SC. 2013
  • "Situational Variables and Attitudes Toward Self Service Technology Choice: A Qualitative-Quantitative Approach." Society for Marketing Advances, Society for Marketing Advances, Orlando, FL. 2012
  • "Linking Key Antecedents and Outcomes of Employee Engagement for the Service Firm." Frontiers in Services, AMA Service Sig, Columbus, Oh. 2011
  • "It Isn’t Easy, But Is It Convenient? An Investigation of Online Education Convenience." Society for Marketing Advances Annual Conference, Society for Marketing Advances , Atlanta, GA. 2010
  • "Hiding True Attitudes: A Critical Assessment of Acquiescence Response Bias and its Effects on Marketing Data." Society for Marketing Advances Annual Conference, Society for Marketing Advances, New Orleans, LA. 2009
  • "Incorporating the Employee's Perspective on Delight as a Strategy." Frontiers in Services, AMA Service SIG, College Park, Maryland. 2008

Paper

  • "A Diagnostic Model of Perceived Return Customer Orientation and Its impact on Subsequent Consumer Behavior ." Society for Marketing Advances, Society for Marketing Advances, New Orleans, LA. 2014
  • "Investigating the Impact of Customer Emotions through the Development of Personal Resources within the Job-Demands Resources Model." Frontiers in Services, AMA, Bethesda, MD. 2012
  • "The Role of Service Climate in Adaptive Service Offerings." American Marketing Association, American Marketing Association, Austin, TX. 2011
  • "Examining the Dimensions of Convenience in self-service." Academy of Marketing Science Annual Conference, Academy of Marketing Science, Coral Gables, FL. 2007
  • "Brand Community or Brand Collectivity?." Society for Marketing Advances Annual Conference, Society for Marketing Advances, San Antonio, TX. 2007
  • "Can Children Be Protected From Violent Video Games? A Governmentally Based Market Solution – Get the Fox Out!." 53rd Annual Conference of the Southeastern Academy of Legal Studies in Business, Southeastern Academy of Legal Studies in Business, Memphis, TN. 2007
  • "An Examination of Online Education Convenience in Graduate Business Programs." Society for Marketing Advances Annual Conference, Society for Marketing Advances , San Antonio, TX. 2007
  • "Violent Videos and Children: Commercial vs. Artistic Speech: A Market Approach." 82nd International Conference of the Academy of Legal Studies in Business, Academy of Legal Studies in Business, Indianapolis, IN. 2007
  • "An assessment of how non-response is being handled in the marketing discipline." Academy of Marketing Science Annual Conference, Academy of Marketing Science, Vancouver, B.C.. 2004
  • "Customer Loyalty and CRM: Stalking the Elusive 20 Percent." American Society of Business and Behavioral Sciences Annual Conference, American Society of Business and Behavioral Sciences, Las Vegas, NV. 2004
  • "E-service Quality: A New Conceptualization and Measurement." Society for Marketing Advances Annual Conference, Society for Marketing Advances, St. Pete Beach, FL. 2004
  • "A Conceptual Framework for Measuring E-service Quality." Academy of Marketing Science Annual Conference, Academy of Marketing Science, Washington, D.C.. 2003

MSU Synergy Areas

Leading Economy: 21st Century Technology