Katherine (Kay) Lemon
Accenture Professorship at Boston College’s Carroll School of Management and Chair of the Marketing Department


Katherine (Kay) Lemon

Accenture Professorship at Boston College’s Carroll School of Management and Chair of the Marketing Department


Her research interests include the dynamics of customer-firm relationships, customer management, and customer experience management. She served as editor of the Journal of Service Research, and is the Executive Director-Designate of the Marketing Science Institute. Kay’s research appears in leading marketing journals including the Journal of Marketing, Journal of Marketing Research, Marketing Science, Management Science, and the Journal of Service Research. She received the Early Career Contributions to Marketing Strategy Research Award recognizing her contributions to marketing strategy, the Elsevier Research Scholar of the Year Award (2008), and has received several best article awards for her research, including the 2009 Sheth Foundation/Journal of Marketing Award, given each year to the article that has made long-term contributions to the theory and practice of marketing. Kay has consulted with and taught senior executives at leading global companies. Professor Lemon received her Ph.D. from the University of California, Berkeley. Before joining the Carroll School, she taught at the Harvard Business School and Duke University. Kay can be reached at kay.lemon@bc.edu

Selected Publications

Bolton, Ruth N., Katherine N. Lemon and Matthew Bramlett (2006), “The Effect Of Service Experiences Over Time On A Supplier’s Retention Of Business Customers,” Management Science 52 (December), 1811-1823.
Bolton, Ruth N., Katherine N. Lemon and Peter C. Verhoef (2008), “Expanding Business-to-Business Customer Relationships: Modeling the Customer Upgrade Decision,” Journal of Marketing 72 (January), 46-64.
Bone, Sterling A., Paul W. Fombelle, Kristal Ray, and Katherine N. Lemon (2015), “How Customer Participation in B2B Peer-to-Peer Problem Solving Communities influences the Need for Traditional Customer Service,” Journal of Service Research 18 (February), 23-38.
Mark, Tanya, Katherine N. Lemon, Mark Vandenbosch Jan Bulla and Antonello Maruotti (2013), “Capturing The Evolution of Customer-Firm Relationships: How Customers Become More (or Less) Valuable Over Time,” Journal of Retailing 89 (3), 231-245.
Rust, Roland T., Katherine N. Lemon and Valarie A. Zeithaml (2004), “Return on Marketing: Using Customer Equity to Focus Marketing Strategy,” Journal of Marketing 68 (January), 109-127.
Rust, Roland T., Valarie A. Zeithaml and Katherine N. Lemon (2000), Driving Customer Equity: How Customer Lifetime Value is Reshaping Corporate Strategy, New York: The Free Press.
van Doorn, Jenny, Katherine N. Lemon, Vikas Mittal, Stephan Naß, Doreén Pick, Peter Pirner and Peter Verhoef, (2010), “Customer Engagement Behavior: Theoretical Foundations and Research Directions,” Journal of Service Research 13 (August), 253-266.
Verhoef Peter C., Katherine N. Lemon, A. Parasuraman, Anne Roggeveen, Leonard A. Schlesinger and Michael Tsiros (2009), “Customer Experience: Determinants and Dynamics,” Journal of Retailing Special Issue on Enhancing the Retail Customer Experience, 85 (March), 31-41