Clay Voorhees

Overview: Dr. Voorhees is an Associate Professor of Marketing at Michigan State University. Clay received his Ph.D. from Florida State University. His research has been published or is forthcoming in the Journal of Marketing, Strategic Management Journal, Journal of the Academy of Marketing Science, Journal of Retailing, Journal of Service Research, Journal of Services Marketing, Journal of Product Innovation Management, Cornell Hospitality Quarterly, the Journal of Services Marketing, and other peer-reviewed outlets.

Research Interests: Clay's research focuses on services marketing issues, where I am currently focusing a series of substantive areas:

Customer Loyalty and Relationship Marketing – Understanding the nature of bonds between customers and service firms and the strategic marketing actions firms can employ to increase these bonds and experience increased advocacy and spending. Service Experience Management - Understanding the dynamics of the entire customer/service experience including the impact of employees, other customers, and the environment on customer evaluations of the service experience and loyalty. Service Failure and Recovery - Understanding how consumers cope with service failure and recovery experiences and the impact that managerial interventions can have on restoring customer loyalty following service failure. Return on Marketing Investments - Assessing the return on marketing investments, including the ROI of trade show marketing investments, loyalty program designs, service quality investments, and service recovery strategies.

Teaching: He teaches a range of courses at both the graduate and undergraduate level focused on innovating and launching new goods and services, consumer decision making, marketing principles, and marketing strategy.