Timothy L. Keiningham

ProfessorJ. Donald Kennedy Endowed Chair in E-Commerce and Professor of Marketing
PhD, Marketing, Staffordshire UniversityMBA, Marketing, Vanderbilt UniversityBA, Telecommunications, Kentucky Wesleyan College

Timothy Keiningham, Ph.D. is the J. Donald Kennedy Endowed Chair in E-Commerce. He received the American Marketing Association’s Christopher Lovelock Career Contributions to the Services Discipline Award for teaching, research, and service that has had the greatest long-term impact on the development of the services discipline. This is the highest award presented in the field of service marketing.

Dr. Keiningham was named one of the “Top 50 Undergraduate Business Professors” by Poets & Quants (2020).

He is author of the NY Times bestseller The Wallet Allocation Rule and author/editor of eight other books on customer loyalty. His research has been accepted in top-tier journals in marketing (e.g., Journal of Marketing, Journal of Marketing Research, Marketing Science, Journal of the Academy of Marketing Science), strategy (e.g., Harvard Business Review and MIT Sloan Management Review) and service management (e.g., Journal of Service Research, and Journal of Service Management). His research has received several awards, including:

  • INFORMS Society for Marketing Science, top 20 most influential articles of the past 25 years
  • Marketing Science Institute / H. Paul Root Award from the Journal of Marketing for the article judged to represent the most significant contribution to the advancement of the practice of marketing (twice)
  • Citations of Excellence “Top 50” Award (top 50 management papers of approximately 20,000 papers reviewed that year) from Emerald Management Reviews
  • Service Excellence Award (best paper) from the Journal of Service Research
  • Robert Johnston Outstanding Paper Award (best paper) from the Journal of Service Management (twice)
  • Outstanding Paper Award (best paper) from the Journal of Service Theory and Practice (twice)
  • Next Gen Disruptive Innovation Award
  • Dr. Keiningham’s work aims to bridge the gap between leading scientific research and management best practices. To advance management practice and inform his scientific research, he serves as chief strategy and client officer at Rockbridge Associates. Prior to joining Rockbridge, he worked for seventeen years in senior officer positions at Ipsos (the world’s 3rd largest market research firm); the last seven years he served as Global Chief Strategy Officer and EVP at Ipsos Loyalty.

    Dr. Keiningham received a BA from Kentucky Wesleyan College, an MBA from Vanderbilt University, and a PhD from Staffordshire University (UK).

    Keynote Speaking

  • Qualtrics Live in New York City

    Publication Info

  • Google Scholar Citations
  • Amazon Author Page

    Teaching Interests

  • Service Marketing (MKT 3320)

  • Marketing Strategy (MKT 4316)

  • Analytics for Consumer Insight (MKT 3313)

  • Data Driven Marketing (MKT 611)
  • Research Interests

  • Customer Experience Management (CXM)

  • Customer Loyalty

  • Customer Satisfaction

  • Customer Commitment

  • Firm Performance
  • Courses Taught

    MKT
    611
    DATA DRIVEN MARKETING
    MKT
    3313
    ANALYTICS FOR CONSUMER INSIGHT
    MKT
    3320
    SERVICE MARKETING
    MKT
    4316
    MARKETING MGT AND POLICIES
    MKT
    4350
    MARKETING SEMINAR

    Select Publications

    Journal Articles

    Morgeson, F. V., Hult, T., Mithas, S., Keiningham, T. L., and Fornell, C. (2020). Turning Complaining Customers into Loyal Customers: Moderators of the Complaint Handling – Customer Loyalty Relationship. Journal of Marketing.

    De Keyser, A., Verleye, K., Lemon, K. N., Keiningham, T. L., and Klaus, P. (2020). Moving the Customer Experience Field Forward: Introducing the Touchpoints, Context, Qualities (TCQ) Nomenclature. Journal of Service Research.

    Larivière, B., Keiningham, T. L., Aksoy, L., Yalçın, A., Morgeson, F., and Mithas, S. (2016). Modeling heterogeneity in the satisfaction, loyalty intention, and shareholder value linkage: a cross-industry analysis at the customer and firm levels. Journal of Marketing Research. vol. 53, pp. 91-109.

    Keiningham, T. L., Frennea, C. M., Aksoy, L., Buoye, A., and Mittal, V. (2015). A five-component customer commitment model: implications for repurchase intentions in goods and services industries. Journal of Service Research. vol. 18, pp. 433-450.

    Keiningham, T. L., Gupta, S., Aksoy, L., and Buoye, A. (2014). The high price of customer satisfaction. MIT Sloan Management Review. vol. 55, pp. 37-46.

    Keiningham, T. L., Morgeson, F., Aksoy, L., and Williams, L. (2014). Service failure severity, customer satisfaction, and market share: An examination of the airline industry. Journal of Service Research. vol. 17, pp. 415-431.

    Keiningham, T. L., Aksoy, L., Buoye, A., and Cooil, B. (2011). Customer Loyalty Isn't Enough. Grow Your Share of Wallet. Harvard Business Review. vol. 89, pp. 29-31.

    Morgeson, F., Mithas, S., Keiningham, T. L., and Aksoy, L. (2011). An investigation of the cross-national determinants of customer satisfaction. Journal of the Academy of Marketing Science. vol. 39, pp. 198-215.

    Aksoy, L., Buoye, A., Cooil, B., Keiningham, T. L., Paul, D., and Volinsky, C. (2011). Can we talk? The impact of willingness to recommend on a new-to-market service brand extension within a social network. Journal of Service Research. vol. 14, pp. 355-371.

    Cooil, B., Aksoy, L., Keiningham, T. L., and Maryott, K. (2009). The relationship of employee perceptions of organizational climate to business-unit outcomes an MPLS approach. Journal of Service Research. vol. 11, pp. 277-294.

    Keiningham, T. L., Aksoy, L., Cooil, B., and Andreassen, T. W. (2008). Linking customer loyalty to growth. MIT Sloan Management Review. vol. 49, pp. 50-57.

    Aksoy, L., Cooil, B., Groening, C., Keiningham, T. L., and Yalçın, A. (2008). The long-term stock market valuation of customer satisfaction. Journal of Marketing. vol. 72, pp. 105-122.

    Keiningham, T. L., Cooil, B., Andreassen, T. W., and Aksoy, L. (2007). A longitudinal examination of net promoter and firm revenue growth. Journal of Marketing. vol. 71, pp. 39-51.

    Cooil, B., Keiningham, T. L., Aksoy, L., and Hsu, M. (2007). A longitudinal analysis of customer satisfaction and share of wallet: Investigating the moderating effect of customer characteristics. Journal of Marketing. vol. 71, pp. 67-83.

    Keiningham, T. L., Vavra, T., and Aksoy, L. (2006). Managing through rose-colored glasses. MIT Sloan Management Review. vol. 48, pp. 15-18.

    Zeithaml, V., Bolton, R., Deighton, J., Keiningham, T. L., Lemon, K., and Peterson, A. (2006). Forward-looking focus: can firms have adaptive foresight?. Journal of Service Research. vol. 9, pp. 168-183.

    Perkins-Munn, T., Aksoy, L., Keiningham, T. L., and Estrin, D. (2005). Actual purchase as a proxy for share of wallet. Journal of Service Research. vol. 7, pp. 245-256.

    Keiningham, T. L., Perkins-Munn, T., and Evans, H. (2003). The impact of customer satisfaction on share-of-wallet in a business-to-business environment. Journal of Service Research. vol. 6, pp. 37-50.

    Rust, R., Zahorik, A., Keiningham, T. L., and (1995). Return On Quality (ROQ): Making Service Quality Financially Accountable. Journal of Marketing. vol. 59, pp. 58-70.

    Books

    Keiningham, T. L., Aksoy, L., Williams, L., and Buoye, A. (2015). The Wallet Allocation Rule: Winning the Battle for Share. Hoboken, NJ: John Wiley and Sons.

    Keywords:
    • customer experience management
    • customer commitment
    • customer satisfaction
    • customer loyalty
    • share of wallet