Joan P. Ball, Ph.D.

Associate Professor
PhD, International Business Management, International School of ManagementMS, Organizational Leadership, Nyack CollegeBA, 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 individuals in transition 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 Management, The Journal of Service Marketing, The Journal of Service Theory and Practice, Advances in Consumer Research, Journal of Creating Value, The International Journal of Bank Marketing. Touchpoint, Global Economics and Management Review and the Journal of Postdigital Science and Learning. Her book, Stop, Ask, Explore: Learn to Navigate Change in Uncertain Times was published in 2022.

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

Teaching Interests

Service Design, Creativity and Innovation, Consumer Behavior, Principles of Marketing

Research Interests

Service Design, Consumer Behavior, Customer Delight, Resilience, Liminality

Courses Taught

MKT
650
SERVICE DESIGN FOR BUSINESS
MKT
700
MKT SEMINAR ON SPECIAL TOPICS
MKT
2301
PRINCIPLES OF MARKETING
MKT
3311
CONSUMER BEHAVIOR
MKT
3322
CREATIVITY & INNOV FOR BUS
MKT
3350
STRATEGIC SERVICE DESIGN

Select Publications

Journal Articles

Parasuraman, P., Ball, J. P., Aksoy, L., Keiningham, T. L., and Zaki, M. (2020). More than a feeling? Toward a theory of customer delight. Journal of Service Management. pp. pp. 1-26..

Ball, J. P. (2019). Ecosystems, Blueprints and Journeys – Oh My! - Toward a practice-oriented typology of service design metaphors. Touchpoint. vol. 11,

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,

Books Chapters

Cadet, F., Rubin, D., and Ball, J. P. The Transformative Potential of Marketing to Fight Child Poverty. In: Inequalities in the Early Years. Routledge.

Keywords:
  • customer delight
  • resilience
  • service
  • consumer behavior
  • creativity