Joan P. Ball, Ph.D.

Associate Professor
Marketing
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 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

Teaching Interests

Service Design, Creativity and Innovation, Consumer Behavior

Research Interests

Service Design, Consumer Behavior, Customer Delight, Resilience

Courses Taught

DNY
1000C
CORE: DISCOVER NEW YORK
IB
BARC
IB: BARCELONA
IB
DUB
IB: DUBLIN IRELAND
IB
3341
PRINCIPLES OF INT'L BUSINESS
MKT
BARC
MKT: BARCELONA
MKT
DUB
MKT: DUBLIN. IRELAND
MKT
508
MARKETING MANAGEMENT
MKT
600
DECISIONS IN MKTNG MGMT
MKT
603
DYNAMICS OF CON MOT & BEHAVIOR
MKT
626
INTERNATIONAL MARKETING
MKT
630
MARKETING OF SERVICES
MKT
2301
PRINCIPLES OF MARKETING
MKT
3301
PRINCIPLES OF MARKETING
MKT
3306
SALES PROMOTION
MKT
3307
PRINCIPLES OF RETAILING
MKT
3311
CONSUMER BEHAVIOR
MKT
3317
GLOBAL MARKETING
MKT
3320
SERVICE MARKETING
MKT
3322
CREATIVITY & INNOV FOR BUS
MKT
3350
STRATEGIC SERVICE DESIGN
MKT
4305
ADVERTISING RESEARCH
MKT
4306
ADVERTISING PROJECT
MKT
4318
EXPORT-IMPORT MARKETING
MKT
4350
MARKETING SEMINAR

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,

Others

Ball, J. P., and Dominguez, M. (2017). Service Design in the Business Curriculum: Dispatches from the Field. Touchpoint. vol. vol 9 ,

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