Joan P. Ball, Ph.D.
MS, Organizational Leadership, Nyack College
BA, Economics, State University of New York at Albany
Joan Ball is an Associate Professor of Marketing and Founder of the WOMB Service Design Lab, a participatory action research and service design consultancy for small business owners and social entrepreneurs based in New York. Joan's research, teaching and consulting work has a strong focus on service design, consumer behavior and how best to create service systems and processes that result in social impact and human wellbeing. She has a particular interest in how micro-businesses and individuals in transition might benefit from access to service design strategies, tools and techniques. Her research has been published in a variety of international peer reviewed journals including: The Journal of Service Marketing, The Journal of Service Theory and Practice, Touchpoint, Advances in Consumer Research, Journal of Creating Value, The International Journal of Bank Marketing and Global Economics and Management Review. Joan earned her PhD in international business management, an M.S. in Organizational Leadership and a B.A. in Economics. She has extensive professional experience in public relations and marketing communications working directly with and consulting for professional services firms including: PricewaterhouseCoopers, Standard and Poors, Zurich North America and others. Her contact information is as follows: Joan Ball, Ph.D. Associate Professor The Peter J. Tobin College of Business St. John’s University 8000 Utopia Parkway Queens, New York 11439 Tel: 845-234-5917 Email: [email protected] LinkedIn: joanball
Service Design, Creativity and Innovation, Consumer Behavior
Service Design, Consumer Behavior, Customer Delight, Resilience
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,
Ball, J. P., and Dominguez, M. (2017). Service Design in the Business Curriculum: Dispatches from the Field. Touchpoint. vol. vol 9 ,