Glenn Voss

Bio

Glenn B. Voss is the Marilyn and Leo Corrigan Endowed Professor of Marketing in the Cox School of Business at Southern Methodist University (SMU) and research director for the SMU National Center for Arts ## Research.  His research – focusing on innovation and organizational learning, customer satisfaction and relationship management, and retail pricing strategies – has appeared in leading academic journals in marketing (e.g., Journal of Marketing, Journal of Marketing ## Research) and management (e.g., Academy of Management Journal, Organization Science).  He currently serves on the editorial review board at the Journal of Marketing, Journal of Retailing (Outstanding Reviewer in 2006 and 2010), and Journal of Services ## Research (Outstanding Reviewer in 2011); and formerly on the Journal of the Academy of Marketing Science review board (where he was recognized with Outstanding Reviewer Awards for 2000-2003, 2003-2006, and 2008-09).  He is the recipient of research grants awarded by the National Science Foundation, Marketing Science Institute, and Aspen Institute.  As the founding research director for the SMU National Center for Arts ## Research, he has played an instrumental role in attracting start-up funding, including two $500,000 in-kind gifts (from Boston Consulting Group and IBM) and $1.5 million in individual and foundation support.  Glenn has taught MBA and PhD courses and seminars in marketing management and strategy, international marketing and entrepreneurship, and pricing strategy in the United States, Europe, and China. 

Research

Innovation and organizational learning
Customer satisfaction and relationship management
Retail pricing strategies

Recent publications

Voss, Glenn B. and Zannie G. Voss (2013), “Strategic Ambidexterity in Small and Medium-Sized Enterprises: Implementing Exploration and Exploitation in Product and Market Domains,” Organization Science, 24(5), 1459-77; published online November 30, 2012, doi:10.1287/orsc.1120.0790.

Godfrey, Andrea L., Kathleen Seiders, and Glenn B. Voss (2011), “Enough is Enough! The Fine Line in Executing Multichannel Relational Communication,” Journal of Marketing, 75 (July), 94-109.  Adapted for “When is Enough Enough? Balancing on the Fine Line in Multichannel Marketing Communications,” Marketing Intelligence Review, 4(November), 2012.

Voss, Glenn B., Andrea L. Godfrey, & Kathleen Seiders (2010), “How Complementarity and Substitution Alter the Customer Satisfaction-Repurchase Link,” Journal of Marketing, 74 (November), 111-127.  Featured in “Do Satisfied Customers Always Buy More?” Insights from MSI, Summer 2010; “The Limits of Consumption,” BizEd, September/ October 2009; and “Confessions of a Satiated Consumer,” The Economist’s Executive Briefing, July 29, 2009.  The fourth most downloaded Marketing Science Institute Report (#10-101) during 2010.

Voss, Glenn B. and Zannie Giraud Voss (2008), "Competitive Density and the Customer Acquisition-Retention Tradeoff,” Journal of Marketing, 72 (November), 3-18.  Lead article.

Voss, Glenn B., Deepak Sirdeshmukh, & Zannie Giraud Voss (2008), "The Effects of Slack Resources and Environmental Threat on Product Exploration and Exploitation,” Academy of Management Journal, 51 (1), 147-164.  Featured in “Cut Me Some Slack: To Exploit or Explore Competencies,” The Economist’s Executive Briefing, January 2008; and in “Running Fat,” Utah CEO Magazine, August 2008.

Teaching

Advanced Pricing Management
International Marketing