Research Interests
Marketing strategy topics at the firm, employee, and consumer levels with a focus on the following substantive areas:
- Customer Loyalty and Relationship Marketing – Understanding the nature of the bonds between customers and firms and the strategic marketing actions firms can employ to increase these bonds, advocacy, and spending.
- Customer Experience Management - Understanding the dynamics of the entire customer experience including the impact of employees, other customers, and the retail environment on customer evaluations of the experience and loyalty.
- Digital Marketing - Assessing the impact of consumer generated content on product performance, digital advertising effectiveness, and the digital consumer journey.
- Personal Selling and Sales Management: Understanding the role of salesperson traits on sales performance, customer success management, ambidextrous sales behaviors, and the role of technology in the sales funnel.
Curriculum Vitae
voorhees_cv_-_august__2023_-_web.pdf |
Journal Publications
* Papers with current or former doctoral students
*Liu, D., Zhao, Y., Q. Wang, W. Schrock, and C.M. Voorhees (2023), “Thirty Years of Research on Service Failure and Recovery: A Multi-Method Bibliometric Analysis,” forthcoming at Journal of Service Research.
*R. Johnson, C. Voorhees, and F. Khodakarami (2023), “Is Your Brand Protected? Assessing Brand Safety Risks in Digital Campaigns,” forthcoming at the Journal of Advertising Research.
*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,” forthcoming at the Journal of the Academy of Marketing Science.
*Good, V., A. Fehl, A. LaBrecque, and C.M. Voorhees (2023), “Cultivating Resilience in Organizational Frontline Employees” forthcoming at the Journal of Service Research.
*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 “Engaging the Avatar: The Effects of Authenticity Signals During Chat-Based Service Recoveries” forthcoming at the Journal of Business Research.
*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,” forthcoming in the International Journal of Physical Distribution & Logistics Management.
*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 (2021) “Resource Scarcity Perceptions in Supply Chains: The Effect of Buyer Altruism on the Propensity for Collaboration,” forthcoming in the Journal of Supply Chain Management.
*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,” forthcoming at the Journal of Service Research.
*Voorhees, C.MP. 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.
Brusco, Michael J., Clay M. Voorhees, Roger J. Calantone, Michael K. Brady (2019), “Integrating linear discriminant analysis, polynomial basis expansion, and genetic search for two-group classification,” Communications in Statistics – Simulation and Computation, 48(6): 1623-1636.
*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.
*Randhawa, Praneet, MiRan Kim, Clay M. Voorhees, Ronald F. Cichy, Jason Paul Koenigsfeld, and Joe Perdue (2016), “Hospitality Service Innovations” Cornell Hospitality Quarterly, 57(1): 93-110.
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.
Sridhar, Srihari, Clay M. Voorhees, Srinath Gopalakrishna (2015), “Assessing the Drivers of Short and Long-Term Outcome at Business Trade Shows” Customer Needs and Solutions, 2(3): 222-229.
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.
*Voorhees, Clay M., Ryan White, Michael McCall, and Praneet Randhawa (2015), “Fool’s gold: The effects of brand equity, loyalty programs, and variety seeking on share of wallet,” Cornell Hospitality Quarterly, 56(2): 202-212.
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.
*Calantone, Roger J., Praneet Randhawa, and Clay M. Voorhees (2014), “Break Even Time on New Product Launches: An Investigation of the Drivers and Impact on Firm Performance” Journal of Product Innovation Management, 31(S1/December): 94-104.
*Akdeniz, M. Billur, Roger Calantone, and Clay M. Voorhees (2014), “Signaling Quality: An Examination of the Effects of Marketing and Non-Marketing Controlled Signals on Perceptions of Automotive Brand Quality,” Journal of Product Innovation Management, 31(4/July): 728-743.
*Talay, M. Berk, Roger J. Calantone, and Clay M. Voorhees (2014), “Coevolutionary Dynamics of Market Competition: Product Innovation, Change and Marketplace Survival,” Journal of Product and Innovation Management, 31(1/January): 61-78.
*Akdeniz, M. Billur, Roger J. Calantone, and Clay M. Voorhees (2013), “Effectiveness of Marketing Cues on Consumer Perceptions of Quality: The Moderating Roles of Brand Reputation and Third-party Information,” Psychology & Marketing, 30(1): 76-89
Griffis, Stanley E., Shashank Rao, Thomas J. Goldsby, Clay M. Voorhees, Deepak Iyengar (2013), “Linking Order Fulfillment Performance to Referrals in Online Retailing: An Empirical Analysis, Journal of Business Logistics, 33(4): 279-294
*White, Ryan, Sacha Joseph-Matthews, and Clay M. Voorhees (2013), “An Investigation of the Interactive Effects of the Service Environment and Service Quality on Brand Equity Evaluations of Multichannel Retailers,” Journal of Services Marketing, 27(4): 259-270.
Bourdeau, Brian L., Michael K. Brady, J. Joseph Cronin, Astrid Kell, Clay M. Voorhees (2013), "The Moderating Role of Attitude in Consumers' Service Assessments," Marketing Management Journal, 23(2): 86-100.
Brocato, Deanne, Clay M. Voorhees, and Julie Baker (2012), “Understanding the Influence of Cues from Other Customers in the Service Experience A Scale Development and Validation,” Journal of Retailing, 88(3): 384-398.
Brady, Michael K., Clay M. Voorhees, Michael Brusco (2012), “Service Sweethearting: Antecedents and Customer Consequences,” Journal of Marketing. 76(2): 81-98.
Benedicktus, Ray L., Michael K. Brady, Peter R. Darke, and Clay M. Voorhees (2010). “On the Development of Consumer Trust: Reactions to Brand, Consensus, Physical Presence, and Suspicion,” Journal of Retailing, 86(4): 322-335.
McCall, Michael and Clay M. Voorhees (2010), “The Drivers of Loyalty Program Success” Cornell Hospitality Quarterly, 51(1): 35 – 52.
Voorhees, Clay M., Julie Baker, Brian L. Bourdeau, E. Deanne Brocato, and James J. Cronin Jr. (2009), “It Depends: The Influence of Moderating Variables on the Effects of Service Waiting Time.” Journal of Service Research, 12 (November): 138 – 155
Hoo, Gi-Yong, Rob Hardin, Steven McClung, Taejin Jung, Joseph Cronin, Clay M. Voorhees, and Brian Bourdeau (2009), “Examination of the causal effects between the dimensions of service quality and spectator satisfaction in minor league baseball.” International Journal of Sports Marketing & Sponsorship, 11(1): 46-59.
Bourdeau, Brian L., James J. Cronin, Jr., and Clay 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
Project was completed in partnership with a Fortune 500 airline and regional public transportation organization.
Zboja, James J. and Clay M. Voorhees (2006). “An Empirical Examination of the Impact of Brand Trust and Satisfaction on Retailer Repurchase Intentions.” Journal of Services Marketing, 20 (5): 381-390
Brady, Michael K., Clay M. Voorhees, J. Joseph Cronin Jr., and Brian L. Bourdeau (2006). “The Good Guys Don't Always Win: The Effect of Valence on Service Perceptions and Consequences.” Journal of Services Marketing, 20(2): 83-91
Voorhees, Clay M., Michael K. Brady, and David M. Horowitz (2006). “The Silent Majority: A Comparative Analysis of Noncomplainers.” Journal of the Academy of Marketing Science, 31(4): 514-527
Voorhees, Clay M. and Michael K. Brady (2005). “A Service Perspective on the Drivers of Complaint Intentions.” Journal of Service Research, 8(2): 192-205
*Liu, D., Zhao, Y., Q. Wang, W. Schrock, and C.M. Voorhees (2023), “Thirty Years of Research on Service Failure and Recovery: A Multi-Method Bibliometric Analysis,” forthcoming at Journal of Service Research.
*R. Johnson, C. Voorhees, and F. Khodakarami (2023), “Is Your Brand Protected? Assessing Brand Safety Risks in Digital Campaigns,” forthcoming at the Journal of Advertising Research.
*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,” forthcoming at the Journal of the Academy of Marketing Science.
*Good, V., A. Fehl, A. LaBrecque, and C.M. Voorhees (2023), “Cultivating Resilience in Organizational Frontline Employees” forthcoming at the Journal of Service Research.
*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 “Engaging the Avatar: The Effects of Authenticity Signals During Chat-Based Service Recoveries” forthcoming at the Journal of Business Research.
*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,” forthcoming in the International Journal of Physical Distribution & Logistics Management.
*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 (2021) “Resource Scarcity Perceptions in Supply Chains: The Effect of Buyer Altruism on the Propensity for Collaboration,” forthcoming in the Journal of Supply Chain Management.
*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,” forthcoming at the Journal of Service Research.
*Voorhees, C.MP. 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.
Brusco, Michael J., Clay M. Voorhees, Roger J. Calantone, Michael K. Brady (2019), “Integrating linear discriminant analysis, polynomial basis expansion, and genetic search for two-group classification,” Communications in Statistics – Simulation and Computation, 48(6): 1623-1636.
*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.
*Randhawa, Praneet, MiRan Kim, Clay M. Voorhees, Ronald F. Cichy, Jason Paul Koenigsfeld, and Joe Perdue (2016), “Hospitality Service Innovations” Cornell Hospitality Quarterly, 57(1): 93-110.
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.
Sridhar, Srihari, Clay M. Voorhees, Srinath Gopalakrishna (2015), “Assessing the Drivers of Short and Long-Term Outcome at Business Trade Shows” Customer Needs and Solutions, 2(3): 222-229.
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.
*Voorhees, Clay M., Ryan White, Michael McCall, and Praneet Randhawa (2015), “Fool’s gold: The effects of brand equity, loyalty programs, and variety seeking on share of wallet,” Cornell Hospitality Quarterly, 56(2): 202-212.
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.
*Calantone, Roger J., Praneet Randhawa, and Clay M. Voorhees (2014), “Break Even Time on New Product Launches: An Investigation of the Drivers and Impact on Firm Performance” Journal of Product Innovation Management, 31(S1/December): 94-104.
*Akdeniz, M. Billur, Roger Calantone, and Clay M. Voorhees (2014), “Signaling Quality: An Examination of the Effects of Marketing and Non-Marketing Controlled Signals on Perceptions of Automotive Brand Quality,” Journal of Product Innovation Management, 31(4/July): 728-743.
*Talay, M. Berk, Roger J. Calantone, and Clay M. Voorhees (2014), “Coevolutionary Dynamics of Market Competition: Product Innovation, Change and Marketplace Survival,” Journal of Product and Innovation Management, 31(1/January): 61-78.
*Akdeniz, M. Billur, Roger J. Calantone, and Clay M. Voorhees (2013), “Effectiveness of Marketing Cues on Consumer Perceptions of Quality: The Moderating Roles of Brand Reputation and Third-party Information,” Psychology & Marketing, 30(1): 76-89
Griffis, Stanley E., Shashank Rao, Thomas J. Goldsby, Clay M. Voorhees, Deepak Iyengar (2013), “Linking Order Fulfillment Performance to Referrals in Online Retailing: An Empirical Analysis, Journal of Business Logistics, 33(4): 279-294
*White, Ryan, Sacha Joseph-Matthews, and Clay M. Voorhees (2013), “An Investigation of the Interactive Effects of the Service Environment and Service Quality on Brand Equity Evaluations of Multichannel Retailers,” Journal of Services Marketing, 27(4): 259-270.
Bourdeau, Brian L., Michael K. Brady, J. Joseph Cronin, Astrid Kell, Clay M. Voorhees (2013), "The Moderating Role of Attitude in Consumers' Service Assessments," Marketing Management Journal, 23(2): 86-100.
Brocato, Deanne, Clay M. Voorhees, and Julie Baker (2012), “Understanding the Influence of Cues from Other Customers in the Service Experience A Scale Development and Validation,” Journal of Retailing, 88(3): 384-398.
Brady, Michael K., Clay M. Voorhees, Michael Brusco (2012), “Service Sweethearting: Antecedents and Customer Consequences,” Journal of Marketing. 76(2): 81-98.
Benedicktus, Ray L., Michael K. Brady, Peter R. Darke, and Clay M. Voorhees (2010). “On the Development of Consumer Trust: Reactions to Brand, Consensus, Physical Presence, and Suspicion,” Journal of Retailing, 86(4): 322-335.
McCall, Michael and Clay M. Voorhees (2010), “The Drivers of Loyalty Program Success” Cornell Hospitality Quarterly, 51(1): 35 – 52.
Voorhees, Clay M., Julie Baker, Brian L. Bourdeau, E. Deanne Brocato, and James J. Cronin Jr. (2009), “It Depends: The Influence of Moderating Variables on the Effects of Service Waiting Time.” Journal of Service Research, 12 (November): 138 – 155
Hoo, Gi-Yong, Rob Hardin, Steven McClung, Taejin Jung, Joseph Cronin, Clay M. Voorhees, and Brian Bourdeau (2009), “Examination of the causal effects between the dimensions of service quality and spectator satisfaction in minor league baseball.” International Journal of Sports Marketing & Sponsorship, 11(1): 46-59.
Bourdeau, Brian L., James J. Cronin, Jr., and Clay 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
Project was completed in partnership with a Fortune 500 airline and regional public transportation organization.
Zboja, James J. and Clay M. Voorhees (2006). “An Empirical Examination of the Impact of Brand Trust and Satisfaction on Retailer Repurchase Intentions.” Journal of Services Marketing, 20 (5): 381-390
Brady, Michael K., Clay M. Voorhees, J. Joseph Cronin Jr., and Brian L. Bourdeau (2006). “The Good Guys Don't Always Win: The Effect of Valence on Service Perceptions and Consequences.” Journal of Services Marketing, 20(2): 83-91
Voorhees, Clay M., Michael K. Brady, and David M. Horowitz (2006). “The Silent Majority: A Comparative Analysis of Noncomplainers.” Journal of the Academy of Marketing Science, 31(4): 514-527
Voorhees, Clay M. and Michael K. Brady (2005). “A Service Perspective on the Drivers of Complaint Intentions.” Journal of Service Research, 8(2): 192-205