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2017

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Mere Measurement “Plus”: How Solicitation of Open-Ended Positive Feedback Influences Customer Purchase Behavior, Sterling Bone, Katherine N. Lemon, Clay M. Voorhees, Katie A. Liljenquist, Paul W. Fombelle, Kristen B. DeTienne, and R. Bruce Money; Journal of Marketing Research

2016

Responsibility and Well-Being: Resource Integration Under Responsibilization in Expert Services, Laurel Anderson, Jelena Spanjol, Josephine Go Jeffries, Amy Ostrom, Courtney Nations Baker, Sterling A. Bone, Hilary Downey, Martin Mende, and Justine Rapp; Journal of Public Policy & Marketing

Creating Post-Purchase Moments of Truth: Soliciting and Acknowledging Positive Customer Feedback, Sterling A. Bone

Responding to the 98%: Face-Enhancing Strategies for Dealing with Rejected Customer Ideas, Paul W. Fombelle, Sterling A. Bone, and Katherine N. Lemon; Journal of the Academy of Marketing Science

Supply Chain Strategy and the Role of Suppliers: Evidence from the Indian Sub-Continent, M. S.S. Jajja, V. R. Kannan, S. A. Brah, and S. Z. Hassan; Benchmarking: An International Journal

Supply Chain Strategy and the Role of Suppliers: Evidence from the Indian Sub-Continent, M. S.S. Jajja, V. R. Kannan, S. A. Brah, and S. Z. Hassan; Benchmarking: An International Journal

2015

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Do the Benefits of Family-to-Work Transitions Come at Too Great a Cost?, Dawn Carlson, K. Michele Kacmar, Suzanne Zivnuska, and Meredith Ferguson; Journal of Occupational Health Psychology

Decision Sciences Journal of Innovative Education: Editor’s Update, V. R. Kannan; Decision Line

Decision Sciences Journal of Innovative Education: Editor’s Update, V. R. Kannan; Decision Line

2014

Rejected, Shackled, and Alone: The Impact of Systemic Restricted Choice on Minority Consumers’ Construction of Self, Sterling A. Bone

Princess Pressures: Investigating How Princess Ideology Influence Mother-Daughter Well Being, Sterling A. Bone, E. Deanne Brocato, Tracy A. Suter, and Amy Nelson; Proceedings of the Positive Marketing Conference

Rejected, Shackled, and Alone: The Impact of Systemic Restricted Choice on Minority Consumers’ Construction of Self, Sterling A. Bone, Glenn L. Christensen, and Jerome D. Williams; Journal of Consumer Research

What You See Is What you Get: Using Video Scenarios to Analyze Discrimination in Consumer-Banker Service Encounters, Sterling A. Bone, Glenn L. Christensen, and Jerome D. Williams; 2014 Marketing and Public Policy Conference

How Customer Participation in B2B Peer-to-Peer Problem-Solving Communities Influences the Need for Traditional Customer Service, Sterling A. Bone, Paul W. Fombelle, Kristal R. Ray, and Katherine N. Lemon; Journal of Service Research

An Examination of Product Innovation and Buyer-Supply Relationships in Pakistani Firms, M. S.S. Jajja, S. A. Brah, S. Z. Hassan, and V. R. Kannan; International Journal of Productivity and Performance Management

An Examination of Product Innovation and Buyer-Supply Relationships in Pakistani Firms, M. S.S. Jajja, S. A. Brah, S. Z. Hassan, and V. R. Kannan; International Journal of Productivity and Performance Management

Decision Sciences Journal of Innovative Education: Editor’s Update, V. R. Kannan; Decision Line

Decision Sciences Journal of Innovative Education: Editor’s Update, V. R. Kannan; Decision Line

Analysis of Higher Educational Offerings in Operations Management, H. Lutz, L. M. Birou, and V. R. Kannan; International Journal of Information and Operations Management Education

Analysis of Higher Educational Offerings in Operations Management, H. Lutz, L. M. Birou, and V. R. Kannan; International Journal of Information and Operations Management Education

The Effect of Introducing Technology-Based Service Innovations on Employee Experience and Customer Experience, Kristal R. Ray, Paul W. Fombelle, Sterling A. Bone, and Michael K. Brady; Proceedings of the Winter Educators’ American Marketing Association Conference

Cliffs of Dissatisfaction: The Effect of Introducing Technology-Based Innovations on Service Employees and Customers, Kristal R. Ray, Paul W. Fombelle, Sterling A. Bone, Michael K. Brady, and Scott A. Thompson; Proceedings of the Frontiers in Service Conference

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A Survey of Faculty Mentoring Programs in AACSB School of Business, B. C. Raymond, B. C. Raymond, and Vijay R. Kannan; Journal of Management Education

Best Practices in Faculty Mentoring, B. Raymond and V. R. Kannan; Journal of Management Education

Best Practices in Faculty Mentoring, B. Raymond and V. R. Kannan; Journal of Management Education

Managing Post-Purchase Moments of Truth: Leveraging Customer Feedback to Increase Loyalty, Clay M. Voorhees, Paul W. Fombelle, Alexis M. Allen, Sterling A. Bone, and Joel Aach; MSI Reports

2013

Managing Post-Purchase Moments of Truth: Leveraging Customer Feedback to Increase Loyalty, Alexis M. Allen, Sterling A. Bone, Paul W. Fombelle, and Clay M. Voorhees; Proceedings of the Winter Educators’ American Marketing Association Conference

How Racial Minority Consumers Frame the Experience of Systemic Restricted Choice and Its Impact on the Self, Sterling A. Bone; Inclusive Excellence Symposium

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An Analysis of State-Level Economic Impacts from the Development of Wind Power Plants in Cache County, Utah, Austin Coover, Edwin R. Stafford, and Cathy L. Hartman

Acknowledging Consumer Gratitude: Leveraging the Voice of the Consumer to Increase Loyalty, Paul W. Fombelle, Clay M. Voorhees, Sterling A. Bone, and Alexis M. Allen; North American Association of Consumer Research Conference

Decision Sciences Journal of Innovative Education: Editor’s Update, V. R. Kannan; Decision Line

Decision Sciences Journal of Innovative Education: Editor’s Update, V. R. Kannan; Decision Line

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Wind Power in Utah, Whitney May, Roslynn Brain, and Edwin R. Stafford; All Current Publications

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An Analysis of State-Level Economic Impacts from the Development of Wind Power Plants in Box Elder County, Utah, Jeffrey Parker, Cathy L. Hartman, and Edwin R. Stafford

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An Analysis of State-Level Economic Impacts from the Development of Wind Power Plants in Wayne County, Utah, Jeffrey Parker, Edwin R. Stafford, and Cathy L. Hartman

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Promoting the Value of Sustainably Minded Purchase Behaviors, Edwin R. Stafford and Cathy L. Hartman; Marking News

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Save the Environment and More! Lessons in Green Marketing, Edwin R. Stafford and Cathy L. Hartman; The Solutions Journal

From Tulip Bulbs to Sub-prime Mortgages. Analyzing the Sub-Prime Crisis: The Case for a Systemic Approach, A. A. Stephens, J. B. Atwater, and V. R. Kannan; Learning Organization

From Tulip Bulbs to Sub-prime Mortgages. Analyzing the Sub-Prime Crisis: The Case for a Systemic Approach, A. A. Stephens, J. B. Atwater, and V. R. Kannan; Learning Organization

2012

How Does a B2B Customer Support Community Influence Customer Loyalty and Future Customer Engagement, Sander F. M. Beckers, Sterling A. Bone, Paul W. Fombelle, Kristal R. Ray, Katherine N. Lemon, and Jenny van Doorn; Proceedings of the Positive Marketing Conference

Improving Consumer and Societal Welfare by Enhancing Access, Quality, and Productivity of Service, Sterling A. Bone; Hot Topics IV Workshop

The Camera Doesn’t Lie: A Video Content Analysis of Consumer-Banker Service Encounters, Sterling A. Bone, Glenn L. Christensen, and Jerome D. Williams; 2012 Marketing & Public Policy Conference

Transforming Financial Service Systems to Eradicate Disparate Treatment and Discrimination, Sterling A. Bone, Glenn L. Christensen, and Jerome D. Williams; Proceedings of the Winter Educators’ American Marketing Association Conference

Looking Forward as Editor, V. R. Kannan; Decision Line

Looking Forward as Editor, V. R. Kannan; Decision Line

A New Customer Typology for Adaptive Selling, Jeffrey S. Larson and Sterling A. Bone; Proceedings of the Summer Educators’ American Marketing Association Conference

How Does a B2B Customer Support Community Influence Customer Loyalty, Kristal R. Ray, Sander F. M. Beckers, Sterling A. Bone, Paul W. Fombelle, Katherine N. Lemon, and Jenny van Doorn; Proceedings of the Frontiers in Service Conference

Conquering Big Data to Enhance VoC Initiatives, Kristal R. Ray, Sterling A. Bone, and Kevin Burkhard; Allegiance VoC Fusion User Conference

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Making Green More Macho, Edwin R. Stafford and Cathy L. Hartman; The Solutions Journal

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Making Green More Macho, Edwin R. Stafford and Cathy L. Hartman; The Solutions Journal

2011

The Psychology of Customer Voice: Closing the Gap between Customer Feedback and Future Customer Behavior, Sterling A. Bone; Keynote address for Mindshare User Conference

Rejected, Shackled, and Alone: The Experience of Restricted Consumer Choice among Minority Entrepreneur Consumers, Sterling A. Bone, Glenn L. Christensen, and Jerome D. Williams; Proceedings of the Asia-Pacific Conference of the Association for Consumer Research

Rejected, Shackled, and Alone: The Experience of Restricted Consumer Choice among Minority Entrepreneur Consumers, Sterling A. Bone, Glenn L. Christensen, and Jerome D. Williams; U-Y Research Symposium

Rejected, Shackled, and Alone: The Experience of Restricted Consumer Choice among Minority Entrepreneur Consumers, Sterling A. Bone, Glenn L. Christensen, and Jerome D. Williams; U-Y Research Symposium

Transformative Service: Improving Access and Equity in Financial Services, Sterling A. Bone, Glenn L. Christensen, and Jerome D. Williams; Arizona State University Center for Services Leadership Webinar

When Consumer Well-Being Meets Small Business Ownership: Transforming Financial Service Systems to Eradicate Disparate Treatment and Discrimination, Sterling A. Bone, Glenn L. Christensen, and Jerome D. Williams; Proceedings of the Winter Educators’ American Marketing Association Conference

Customer, will you marry me? Engaging Customers through Company and Peer Responses to Customer Ideas in a Social Media Environment, Sterling A. Bone, Paul W. Fombelle, Katherine N. Lemon, and W. Adam Powell; Proceedings of the Winter Educators’ American Marketing Association Conference

Cross-Channel Participation of B2B Customers in Online Communities and its Influence on Loyalty and Repurchase, Sterling A. Bone, Paul W. Fombelle, Katherine N. Lemon, and Kristal R. Ray; Proceedings of the Frontiers in Service Conference

Under What Conditions Should You Ask For What Type of Feedback? The Effect of Soliciting Customer Feedback on Repurchase Intentions and Behavior, Sterling A. Bone, Katherine N. Lemon, Katie A. Liljenquist, R. Bruce Money, and Kristen B. DeTienne; U-Y Research Symposium

Creating an Evidence-based Research Model for Growing Urban Enterprises, Sterling A. Bone, Jerome D. Williams, and Glenn L. Christensen; White House Urban Entrepreneurship Summit on Minority Business and Barriers to Capital

Glass Cliffs and Organizational Savoirs: Barriers to Minority Leadership in Work Organizations, Alison Cook and C. Glass; Glass Cliffs and Organizational Saviors: Barriers to Minority Leadership in Work Organizations

Immigration, Culture, and Ethnicity in Transformative Consumer Research, David Crockett, Laurel Anderson, Sterling A. Bone, Abhijit Roy, Jeff Jianfeng Wang, and Garrett Coble; Journal of Public Policy & Marketing

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Harvesting Utah's Urban Winds, C. Hartman, Edwin R. Stafford, and S. Reategui; The Solutions Journal

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Increasing Intrinsic Motivation to Learn in Organizational Behavior Classes, Glenn M. McEvoy; Journal of Management Education

Reducing the Cost of Expatriation in Austere Times: A Case Study of Two Organizations, Glenn M. McEvoy; Journal of International Management Studies

2010

Mind your P’s and Q’s and Say ‘Thank You', Sterling A. Bone; Non-Ivory Tower Conversations, Department of Psychology Seminar Series

Voice of the Customer, Sterling A. Bone; BYU Management Society – Oklahoma City Chapter

When Consumer Well-Being Meets Small Business Ownership: Transforming Financial Service Systems to Eradicate Disparate Treatment and Discrimination, Sterling A. Bone, Glenn L. Christensen, and Jerome D. Williams; Proceedings of the 2010 Macromarketing Conference

When Consumer Well-Being Meets Small Business Ownership: Transforming Financial Service Systems to Eradicate Disparate Treatment and Discrimination, Sterling A. Bone, Glenn L. Christensen, and Jerome D. Williams; North American Association of Consumer Research Conference

Thumbs Up or Thumbs Down: How Do Responses to User-Generated Ideas in a Social Media Environment Influence Customer Advocacy and Repurchase Behaviors?, Sterling A. Bone, Paul W. Fombelle, Charles L. Colby, Gina Woodall, and Katherine N. Lemon; Proceedings of the Frontiers in Service Conference

Fishing for Compliments and Complaints: The Influence of Solicited Customer Feedback and Company Acknowledgement on Customer Attitudes and Intentions, Sterling A. Bone, Katherine N. Lemon, Katie A. Liljenquist, R. Bruce Money, and Kristen B. DeTienne; Proceedings of the Winter Educators’ American Marketing Association Conference

Fishing for Compliment: The Influence of Soliciting Feedback and Company Acknowledgement on Customer Attitudes and Repatronage Behavior, Sterling A. Bone, Katherine N. Lemon, Katie A. Liljenquist, R. Bruce Money, and Kristen B. DeTienne; University of Arizona Marketing Research Seminar

Fishing for Compliment: The Influence of Soliciting Feedback and Company Acknowledgement on Customer Attitudes and Repatronage Behavior, Sterling A. Bone, Katherine N. Lemon, Katie A. Liljenquist, R. Bruce Money, and Kristen B. DeTienne; 2nd Annual Center for Services Leadership (CSL) Academic Meeting

Managing Customer Feedback, Sterling A. Bone, Katherine N. Lemon, Katie A. Liljenquist, R. Bruce Money, and Kristen B. DeTienne; Institute of Service Excellence Conference

New Dare to Care Attitude: Why Soliciting (and Acknowledging) Customers' Feedback Brings Them Back, Sterling A. Bone, Katherine N. Lemon, Katie A. Liljenquist, R. Bruce Money, and Kristen B. DeTienne; Proceedings of the 2010 Academy of Management Annual Meeting

By-The-Book Decision-Making: How Service Employee Desire For Decision Latitude Influences Customer Selection Decisions, Sterling A. Bone and John C. Mowen; Journal of Service Research

Increasing Positive Perceptions of Diversity for Religious Conservative Students, Alison Cook and R. R. Callister; Creative Education

Thanks, But No Thanks: The Impact of Provider Responses to Customer Advice on Customer Advocacy, Paul W. Fombelle, Sterling A. Bone, Katherine N. Lemon, and James Ward; Proceedings of the Winter Educators’ American Marketing Association Conference

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Anger in Organizations: Review and Integration, Donald E. Gibson and Ronda Roberts Callister; Journal of Management

Sell the Wind, Cathy L. Hartman and Edwin R. Stafford

Fraud Isn’t Just For Big Business: Understanding the Drivers, Consequences, and Prevention of Fraud in Small Business, K. Jackson, D. Holland, C. Albrecht, and David R. Woolstenhulme; Journal of International Management Studies

Supply Chain Integration: The Exception Rather than the Rule, V. R. Kannan; CEVA 100

Supply Chain Integration: The Exception Rather than the Rule, V. R. Kannan; CEVA 100

Supply Chain Integration: Cluster Analysis of the Impact of Span of Integration, V. R. Kannan and K. C. Tan; Supply Chain Management

Supply Chain Integration: Cluster Analysis of the Impact of Span of Integration, V. R. Kannan and K. C. Tan; Supply Chain Management

The Impact of Market Focus on Operations Practices, T. Laosirihongthong, K. C. Tan, and V. R. Kannan; International Journal of Production Research

The Impact of Market Focus on Operations Practices, T. Laosirihongthong, K. C. Tan, and V. R. Kannan; International Journal of Production Research

Occupation and Industry Sex Segregation, Gender, and Workplace Support: The Use of Flexible Scheduling Policies, K. L. Minnotte, Alison Cook, and M. Minnotte; Journal of Family Issues

An Analysis of State-Level Economic Impacts from the Development of Wind Power Plants in San Juan County, Utah, David J. Ratliff, Cathy L. Hartman, and Edwin R. Stafford

Service Process Analysis with Process Chain Diagrams, Scott E. Sampson and Sterling A. Bone; Proceedings of the Frontiers in Service Conference

Service Innovation from a New Service Process Logic, Scott E. Sampson, Sterling A. Bone, and Larry J. Menor; Service and Solution Innovation Conference

Service Innovation from a New Service Process Logic, Scott E. Sampson, Sterling A. Bone, and Larry J. Menor; Proceedings of the 11th La Londe Conference in Service Management

Service Innovation through Process Mutation, Scott E. Sampson, Sterling A. Bone, and Larry J. Menor; Proceedings of the EurOMA Annual Meeting

Why We Need a Service Logic: A Comparative Review, Scott E. Sampson, Larry J. Menor, and Sterling A. Bone; Journal of Applied Management and Entrepreneurship

Supply Chain Information and Relational Alignments: Mediators of EDI on Firm Performance, K. C. Tan, V. R. Kannan, Chinchun Hsu, and G. K. Leong; International Journal of Physical Distribution and Logistics Management

Supply Chain Information and Relational Alignments: Mediators of EDI on Firm Performance, K. C. Tan, V. R. Kannan, Chinchun Hsu, and G. K. Leong; International Journal of Physical Distribution and Logistics Management

2009

Shareholder Returns for a Catalyst Award, M. M. Arthur and Alison Cook; Group & Organization Management

The Plight and Pilgrimage of Minority Small Business Entrepreneurs: Exploring the Experience of Vulnerable Populations with ZMET, Sterling A. Bone, Glenn L. Christensen, and Elise Briggs; Proceedings of the Marketing and Public Policy Conference

Fishing for Compliments and Complaints: The Influence of Solicited Customer Feedback and Company Acknowledgement on Customer Attitudes and Intentions, Sterling A. Bone, Katherine N. Lemon, Katie A. Liljenquist, R. Bruce Money, and Kristen B. DeTienne; MSI Reports

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Understanding Gender Differences in Job Dissatisfaction Among Science and Engineering Faculty, Ronda Roberts Callister, Krista Lynn Minnotte, and Kimberly A. Sullivan; Journal of Women and Minorities in Science and Engineering