University of ArizonaNorton School of Family and Consumer Sciences

Retailing and Consumer Sciences

Tony Stovall

Tony Stoval
Last Name: 
Stoval
First Name: 
Tony
Academic Program: 
Retailing and Consumer Sciences
Degrees: 
A.B. - International Relations, Stanford Univeristy | MBA - University of Arizona
Hometown: 
Birmingham, AL

Research Interests:
Conspicuous Consumption
Consumer Decision Making
Consumer Health & Well-Being
Urban Consumption Read more »

Minor: 
Human Geography
Recent Accomplishments: 

CONFERENCE PRESENTATIONS
Stovall, T. "Loyalty by any other name: A literature review of brand and store loyalty."
AMA/ACRA Triennial Conference, Seattle, WA (April, 2012) - presentation

Ligon, V., Milla, S., Stovall, T. (equal authorship) "Is it really mine? Making sense of ownership in the digital world: A qualitative study of consumer relationships with digital possessions." Academy of Marketing Conference, Southampton, U.K. (July, 2012) - paper accepted

FELLOWSHIPS & GRANTS
The Ph.D. Project - Marketing Doctoral Students Association (2011-present)

University of Arizona Graduate Diversity Fellowship (2010)

University of Arizona College of Agriculture and Life Sciences Fellowship (2012)

Marketing & Public Policy Workshop and Doctoral Seminar (June, 2012) - sponsored attendee & travel grant recipient
 

CITIZENSHIP
Advisor - Black Retail Action Group (BRAG) - (UA chapter of national student club - housed in Terry J. Lundgren Center for Retailing) - 2011-present

AMA/ACRA Triennial Conference 2012 - submission reviewer

ACRA Conference 2013 - submission reviewer

AMA Summer Educator's Conference 2013 - submission reviewer

Stanford Class of 1989 - 10-year reunion Co-chair; 15-year reunion planning committee

Reveille Men's Chorus of Tucson - Board of Directors (2011-present); Member (2010-present)
 

Laee Choi

Laee Choi
Last Name: 
Choi
First Name: 
Laee
Academic Program: 
Retailing and Consumer Sciences
Degrees: 
Master's degree in Retailing from Michigan State University
Hometown: 
Republic of Korea

Service marketing, Consumer’s buying behavior, Retail strategy

Minor: 
Social psychology

Jennifer Andrews

Jennifer Andrews
Last Name: 
Andrews
First Name: 
Jennifer
Academic Program: 
Retailing and Consumer Sciences
Degrees: 
Bachelor's degree in French and Spanish Literature from the University of Washington in 1997, and Master's degree in Business from the Eller MBA program at The University of Arizona in 2002.

Jennifer earned her Bachelor's degree in French and Spanish Literature from the University of Washington in 1997 and her Master's degree in Business from the Eller MBA program at The Univer Read more »

Sun Young Ahn

Sun Young Ahn
Last Name: 
Ahn
First Name: 
Sun Young
Academic Program: 
Retailing and Consumer Sciences
Degrees: 
M.S. Consumer Sciences, Seoul National University; B.S. Consumer Sciences, Business Administration, Seoul National University
Hometown: 
Seoul, Korea

My current research interests include (1) the impact of information technology on consumer communication mechanism and consumer information processing, (2) ethical aspects of consumers and their re Read more »

Minor: 
Cognitive Science

Sherry L. Lotz, Ph.D.

First Name: 
Sherry
Last Name: 
Lotz
Sherry L. Lotz, Ph.D.
Associate Professor
Retailing and Consumer Sciences
650 N Park Ave
Tucson, Arizona 85721-0078
(520) 621-3063

My position as associate professor in the Academic Program of Retailing and Consumer Sciences has allowed me to convert my passion for learning about consumer decision-making and behavior into a ca Read more »

Areas of expertise: 

Consumer decision-making

services retailing,

retailing technology and diverse cultures
 

Research Focus: 

During my 14 years of experience as a researcher, I have focused on consumer decision-making issues in the contexts of innovative technological advances, services and diverse cultures.

In my research, I attempt to pursue questions for which I truly desire an answer. For example, I would like to better understand why consumers choose particular shopping channels (e.g., catalog, online, store) to browse, find information and make purchases. My early studies in this area centered on consumers’ decision-making in relation to the then “new” channel of shopping via the Internet, and I currently seek to contribute to the limited knowledge on consumers’ decision-making within the multiple-channel setting (i.e., store, online, catalog).

My second research stream encompasses services retailing. As a doctoral student, I was asked to teach a services marketing course. At the time, it was considered a “new consciousness” in the marketing domain. Since that time, I have been fascinatinated with consumers’ attitudes and reactions to negative experiences such as consumer complaint behavior and waiting.

Finally, as part of my master’s program, I helped acclimate incoming international graduate students to U.S. culture. These responsibilities led to my third context for studying consumer decision-making: diverse cultures, with an emphasis on acculturation and cultural values.

Current Projects: 
  • Co-Principal Investigator, Exploring Consumers’ Multichannel Shopping Experiences through Customer Participation. Funding: $80,000, IBM Business Innovations Services. Collaborator: Mary Ann Eastlick.
Subjects Taught: 
  • Services retailing (undergraduate and graduate)
  • Global retailing (undergraduate and graduate)
  • Research methodology (graduate)
  • Consumer behavior (undergraduate, beginning in Spring 2011)
     
Select Publications: 

Please contact Dr. Sherry Lotz if you are unable to locate one of the publications listed below.

Yan, R. & Lotz, S. L. (forthcoming). Taxonomy of the influence of other customers in consumer complaint behavior: A social-psychological perspective. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior.

Eastlick, M. A., Lotz, S. L., & Warrington, P. (2006). Understanding online B-to-C relationships: An integrated model of privacy concerns, trust, and commitment. Journal of Business Research. 59 (8), 877-886.

Yan, R. & Lotz, S. L. (2005). The waiting game: The role of predicted value, wait disconfirmation, and providers’ actions in consumers’ service evaluations. Advances in Consumer Research, 33.

Lotz, S. L., Shim, S., & Gehrt, K. C. (2003). A study of Japanese consumers’ cognitive hierarchies in formal and informal gift-giving situations. Psychology & Marketing. 20 (1), 59-85.

Shim, S., Eastlick, M. A., Lotz, S. L., & Warrington, P. (2001). An online prepurchase intentions model: The role of intention to search. Journal of Retailing. 77 (3), 397-416. (Best Paper Award: The Sixth Triennial AMS/ACRA Retailing Conference)

Lotz, S. L. & Hu, M. Y. (2001). Diluting negative country of origin stereotypes: A social stereotype approach. Journal of Marketing Management. 17 (1-2), 105-135.

Eastlick, M. A., & Lotz, S. L. (2000). Objective and multidimensional acculturation measures: Implications     for retailing to Hispanic consumers. Journal of Retailing and Consumer Services, 7, 149-160.

Lotz, S. L., Eastlick, M. A., & Shim, S. (2000). Modeling patrons’ activities at entertainment malls: A study in “flow”. American Marketing Association Conference Proceedings. Chicago: 11, 256-258.

Scott Hessell

First Name: 
Scott
Last Name: 
Hessell
Scott Hessell
Associate Professor of Practice and Lundgren Teaching Fellow
Retailing and Consumer Sciences
650 N Park Ave
Tucson, Arizona 85721-0078
(520) 621-8573

I love teaching.  It is as simple as that.  I love the process of helping someone - be that in a formal classroom, in an online course, with an employee or colleague in my private bu Read more »

Areas of expertise: 

Financial analysis and decision-making

Entrepreneurship

International business
 

Subjects Taught: 
  • Retail innovation and entrepreneurship (undergraduate)
  • Supply chain management (undergraduate)
  • Introduction to retailing (undergraduate)
  • Money, consumers and family (undergraduate)
  • Retail business analysis and decision-making (undergraduate)
  • Retail database management (undergraduate)
  • Retail math (undergraduate)

Richard H. Serlin

Last Name: 
Serlin
Richard H. Serlin, Ph.D.
Adjunct Professor
Retailing and Consumer Sciences
650 N Park Ave
Tucson, Arizona 85721-0078
(520) 395-0875

I have always had a wide range of interests: business, mathematics, politics, sociology and more. Read more »

Areas of expertise: 
  • Personal Finance
  • Investments
  • Corporate Finance
  • General Business
  • Entrepreneurship
  • Econometrics
Research Focus: 

I am a rare generalist in today's greatly specialized academic world, and this wide-angle focus is necessary to give good personal finance advice, as the area is so broad and interrelational. Thus, I research and study advanced mathematical finance, corporate finance, behavioral finance, general business, careers, economics (both macro and micro), psychology, sociology and more.

One piece I'm proud of is a letter published in The Economists' Voice in 2006, a journal edited by a Nobel Prize-winning economist. This letter stated an important reason for the existence of significant market inefficiency that I had not seen explicitly in the literature. The insight is especially significant in light of the financial crisis of 2008.
 

Current Projects: 

 

Subjects Taught: 

Personal Finance

Select Publications: 

Please contact Dr. Richard Serlin if you are unable to locate one of the publications listed below.

Serlin, R. (2008). Letter: Magin Begs Liberals to Think Twice about Social Security Privatization—I Say, "Think Thrice". The Economists' Voice 5.1.

Serlin, R. (2006). Letter: Informed Investors Have Limited Ability to Push Prices to Efficiency. The Economists' Voice 3.8.
 

Michael E. Staten, Ph.D.

First Name: 
Mike
Last Name: 
Staten
Michael E. Staten, Ph.D.
Take Charge America Endowed Professor and Director, Take Charge America Institute for Consumer Financial Education and Research
Assistant Dean for Careers, Commerce and Industry
Retailing and Consumer Sciences
650 N Park Ave
Tucson, Arizona 85721-0078
(520) 621-9482

Over the past two decades I’ve been lucky to have a career that was half in the academic world and half in the public policy world. Read more »

Areas of expertise: 

Consumer financial decisions

Economics of retail financial services markets

Financial and economic education

Research Focus: 

I’ve designed projects on a wide range of policy-oriented issues involving the economics of consumer credit markets. Topics have included the causes and consequences of personal bankruptcy and mortgage foreclosures; the role of credit bureau data, credit scoring and risk management tools in expanding access to consumer loans in the U.S. and globally; and the pros and cons of improved loan disclosures and regulatory limits on loan products in helping consumers to make good credit choices.

I’ve also conducted projects for the National Retail Federation and other national associations on issues such as credit card usage patterns and the impact of privacy regulations on the products and customer service offered by retail financial services firms.

I’m particularly proud of a series of projects sponsored by American Express and the Consumer Federation of America that demonstrate the rehabilitative effects of credit counseling on long-term borrower behavior.  I am also proud of our efforts to create pilot demonstration projects here at the University of Arizona that pair financial education with financial products (e.g., savings programs; student loans) to encourage and support completion of higher education degrees. 
 

Current Projects: 
  • "Arizona Earn to Learn,"  a matched savings  IDA project sponsored through $1.5 million of federal grants to pair a savings program with financial education.  The program is designed to encourage students from low-income families to aspire to attend the University of Arizona and complete a degree.
  • Accuracy of Credit Bureau Information. I am working on a series of papers stemming from work completed in 2012 for the Federal Trade Commission to measure error rates in U.S. credit reports and gauge their impact on consumer credit scores and credit-related opportunities.
  • Principal Investigator, Take Charge Today project.  Funded by a multi-year grant from Take Charge  America, Inc., this project partners with thousands of high school and middle school teachers across the U.S. to provide them with financial education curriculum (free of charge), including detailed lesson plans, active learning tools, online resources for use in the classroom and professional development programs.
Subjects Taught: 
  • Introductory Microeconomics
  • Intermediate Microeconomics
  • Money, Consumers and Family  (Undergraduate, general elective)
  • Economics and Public Policy (MBA)
  • Managerial and Business Economics (Undergraduate and MBA)
  • Economics of Information and Uncertainty (Undergraduate and MA)
  • Retail Financial Services (upper-division Undergraduate)
  • Behavioral Foundations for Consumer Financial Decisions (Graduate)

      

Select Publications: 

Please contact Dr. Michael Staten if you are unable to locate one of the publications listed below.

Books

Durkin, Thomas, Gregory Elliehausen, Michael Staten and Todd Zywicki. (forthcoming 2013). Consumer Credit and the American Economy.  Oxford University Press.

Refereed journal articles

Smith, L. Douglas, Michael Staten, Thomas Eyesell, Maureen Karig, Elizabeth Freeborn and Andrea Golden.  2013 (in press).  “Accuracy of Information Maintained by U.S. Credit Bureaus:  Frequency of Errors and Effects on Consumers’ Credit Scores.  Journal of Consumer Affairs. 

Brown, Daniel, Charles Link and Michael Staten.  (2012).  The Success and Failure of Counseling Agency Debt Repayment Plans.  Eastern Economic Journal, 38: 99-117.

Barron, J.M., and Staten, M.E., (2008). The Emergence of Captive Finance Companies and Risk Segmentation in Loan Markets: Theory and Evidence. Journal of Money Credit and Banking. 40, 173-192.

Elliehausen, G., Staten, M.E., & Steinbucks, J. (2008). The Effect of Prepayment Penalties on the Pricing of Subprime Mortgages. Journal of Economics and Business. 60, 33-46.

Ellliehausen, G., Staten, M.E., & Lundquist, E.C. (2007). The Impact of Credit Counseling on Subsequent Borrower Credit Usage and Payment Behavior. Journal of Consumer Affairs. 41, 1-28.

Staten, M.E. (2006). The Evolution of the Credit Counseling Industry. The Economics of Consumer Credit, edited by Bertola, et al, The MIT Press. 275-300.

Elliehausen, G. & Staten, M.E. (2004). Regulation of Subprime Mortgage Products: An Analysis of North Carolina’s Predatory Lending Law. Journal of Real Estate Finance and Economics. 29, pp 411-433.

Cate, F., Litan, R. Staten, M.E., & Wallison, P. (2003). Financial Privacy, Consumer Prosperity and the Public Good: Maintaining the Balance. AEI-Brookings Joint Center for Regulatory Studies.

Cate, F. & Staten, M.E., (2003). The Impact of Opt-In Rules on Retail Credit Markets: A Case Study of MBNA. Duke Law Journal, 52, pp 745-786.

Barron, J.M., Staten, M.E., & Wilshusen, S. (2002). The Impact of Casino Gambling on Personal Bankruptcy Filing Rates. Contemporary Economic Policy. 20, 440-455.

Carow, K. & Staten, M.E., (2002). Plastic Choices: Consumer Usage of Third Party vs. Proprietary Credit Cards. Journal of Economics and Finance. 26, 216-232.


 

Roger M. Kramer

First Name: 
Roger
Last Name: 
Kramer
Roger M. Kramer
Associate Professor
Retailing and Consumer Sciences
650 N Park Ave
Tucson, Arizona 85721-0078
(520) 621-1928

In childhood, my family encouraged me to be artistic, to build and craft things and to draw. Read more »

Areas of expertise: 

Branding

Product design

Retail design

Store planning

Visual merchandising
 

Subjects Taught: 
  • Retail promotion and visual merchandising (undergraduate)
  • Product development and brand strategies (undergraduate)
  • Retail store design, planning, and display (undergraduate)
     

Sabrina V. Helm, Ph.D.

First Name: 
Sabrina
Last Name: 
Helm
Sabrina V. Helm, Ph.D.
Associate Professor
Co-Director of CESI - Consumers, Environment & Sustainability Initiative
Retailing and Consumer Sciences
650 N Park Ave
Tucson, Arizona 85721-0078
(520) 621-7130

Working as a faculty member at the Norton School, I am responsible for providing a first-class learning experience for my undergraduate as well as my graduate students. Read more »

Areas of expertise: 

Consumer social responsibility 

Sustainable consumption

Corporate reputation management

Word-of-mouth

Referral management

Research Focus: 

I conduct research in three main areas:

I analyze customers’ referral behavior and how companies can make use of it, as well as customers’ reactions to the management of their word of mouth. For instance, I conduct experiments on how consumers react to incentives that are being paid in referral campaigns.

I also investigate how the reputation of companies impacts their stakeholders’ perceptions and behavior. One study that I conducted looked at how employees’ pride and commitment to their firm is affected by their employer’s reputation. For this research, I developed a measure for corporate reputation.

Finally, I am very interested in attempting to understand consumers’ perception of social responsibility. I started working in this entirely new research field upon coming to Arizona, and it has now became my “favorite pet.” I believe this a very worthwhile research endeavor because we live in a time and age where consumers need to take charge and cannot wait for government and/or corporations to change the way we live and consume. If we do not radically change our consumption patterns, life as we know it will cease to exist: what a drastic statement, and what a fantastic challenge for research!

Current Projects: 
  • Principal Investigator, Credibility of Senders of Incentivized Referrals. Collaborators: Ina Garnefeld, Anne Willach.
  • Principal Investigator, Reputation as a Moderator on Consumers’ Crises Perception and Loyalty. Collaborators: Rena Shifren, Anubha Mishra.
  • Principal Investigator, Industry Reputation. Collaborators: Michael Ahearne, Thomas Brown, Peter Dacin.
  • Principal Investigator, Consumer Social Responsibility in Water Conservation. Collaborator: Anubha Mishra.
     
Subjects Taught: 
  • Consumer behavior (undergraduate)
  • Marketing strategy (undergraduate)
  • Research process and academic writing (graduate)
     
Select Publications: 

Please contact Dr. Sabrina Helm if you are unable to locate any of the publications listed below:

Helm, S. (2007). One Reputation or Many? Comparing Stakeholders’ Perceptions of Corporate Reputation, Corporate Communications.
Helm, S., Rolfes, L., & Guenter, B. (2006). Suppliers’ Willingness to End Unprofitable Customer Relationships. European Journal of Marketing.
Helm, S. (2006). Exploring the Impact of Corporate Reputation on Consumer Satisfaction and Loyalty.
Journal of Customer Behaviour.
Helm, S. (2005). Designing a Formative Measure of Corporate Reputation. Corporate Reputation Review.
Helm, S. (2004). Customer Valuation as a Driver of Relationship Dissolution. Journal of Relationship Marketing.
Helm, S. (2003). Calculating the Value of Customers’ Referrals. Managing Service Quality.
 



Tel: Main Office 520.621.1075 Norton School Student Services 520.621.1295
Mailing Address: 650 N. Park Ave Tucson, Arizona 85721-0078 (Map to McClelland Park)
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