More Information

Joan P. Ball, Ph.D

Assistant Professor
Marketing
PhD, International Business Management, International School of Management
MS, Organizational Leadership, Nyack College
BA, Economics, State University of New York at Albany
Joan Ball earned her PhD in international business management at the International School of Management, earned an M.S. in Organizational Leadership from Nyack College and a B.A. in Economics from the State University of New York at Albany. Joan is a service researcher with interest in service design, customer delight and resilience. She is particularly interested in the nature of service ecosystems and how stakeholders identify and solve "wicked problems" to create mutual value. She has extensive professional experience in public relations and marketing communications working directly with and consulting for professional services firms such as PricewaterhouseCoopers, Standard and Poors, Zurich North America and others.

Teaching Interests

Service Design, Creativity and Innovation, Consumer Behavior

Research Interests

Transformational Service Research, Transformational Consumer Research, Service Design, Consumer Behavior, Resilience

Courses Taught

IB
DUB
IB: DUBLIN IRELAND
IB
3341
PRINCIPLES OF INT'L BUSINESS
MKT
DUB
MKT: DUBLIN. IRELAND
MKT
603
DYNAMICS OF CON MOT & BEHAVIOR
MKT
3317
GLOBAL MARKETING
MKT
3322
CREATIVITY & INNOV FOR BUS

Select Publications

Journal Articles

Keiningham, T., Ball, J., Benoit (née Moeller) , S., Bruce, H. L., Buoye, A., Dzenkovska, J., Nasr, L., Ou, Y., and Zaki, M. (2017). The Interplay of Customer Experience and Commitment. Journal of Service Marketing. vol. 31, pp. 148-160.

Aksoy, L., Keiningham, T., Buoye, A., and Ball, J. (2017). Linking Satisfaction to Credit Card Decisions: An Application of the Wallet Allocation Rule. International Journal of Bank Marketing. vol. 35, pp. 205-219.

Ball, J., and Barnes, D. (2017). Delight and the Grateful Consumer: Beyond Joy and Surprise. Journal of Service Theory and Practice. vol. 27, pp. 250-269.

Ball, J. P., Buoye, A., Keiningham, T., and Aksoy, L. (2016). The Role of Emotions on Customer Commitment and Repurchase Intentions. In: AMA Winter Educators' Proceedings. Las Vegas, NV: American Marketing Association. pp. K-76-K-84.

Ball, J. P. (2015). Rising Every Time They Fall: The Importance and Determinants of Consumer Resilience. Advances in Consumer Research. vol. vol 43,

Keywords: 
customer delight
resilience
service
consumer behavior
creativity