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 »
retailing technology and diverse cultures
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.
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.
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 »
Financial analysis and decision-making
I have always had a wide range of interests: business, mathematics, politics, sociology and more. Read more »
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, economics (both macro and micro), psychology, sociology and more.
One piece I'm proud of is a letter I 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.
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.
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 »
Consumer financial decisions
Economics of retail financial services markets
Financial and economic education
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.
Please contact Dr. Michael Staten if you are unable to locate one of the publications listed below.
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.
I have always been an observer of people — as a child within my large, extended Italian family, in school and in my career. I am intrigued by people’s behavior. Read more »
Financial coping behaviors
Financial stress and well-being
Family environment and financial well-being
Positive youth development
Financial literacy among lower income youth and families
Given my business background and my interest in people, my passion for grounding research insights on human behavior into information that is useful in the everyday lives of individuals and families is not surprising. I have both field and research experience working with youth and adult individuals and groups from youth through adulthood. Broadly speaking, my research emphasizes the social interactions that shape individual health and well-being in adults, particularly interactions that occur during adolescence and emerging adulthood.
As the Principal investigator and project manager of the Arizona Pathways to Life Success for University Students (APLUS) project, I collaborate with a cross-disciplinary team of researchers and campus administrative personnel investigating how young adults develop financial capability. We are following 2,000+ UA students (30% of the 2007 cohort) into adulthood, surveying them every 2-3 years to understand how their financial behaviors change over time, and what accounts for the changes. This research will help us to develop a theory to better predict financial behaviors of young adults and the link between early financial behaviors and well-being in later life.
As a co-investigator on a recently awarded NIH/NIAAA R01 grant, we are examining the long-term effects of family financial stress and parent-child relationships during adolescence on young adult family relationships, financial stress, and alcohol problems, using four waves of AddHealth data. Considering potential mechanisms and directions of influence among these key constructs has the potential to inform future prevention and intervention research.
Because Interventions based on findings from social science research have the potential to benefit vulnerable populations in diverse ways — for example, improving educational outcomes, providing job and life skills, and reducing risky behaviors (e.g., drug/alcohol use) — I have also led several evaluation studies of educational and other program interventions.
Money, Consumer and Personal Finance
Please contact Dr. Joyce Serido if you are unable to locate one of the publications listed below.
Serido, J., Lawrey, C., Li, G., Conger, K., Muraco, J., & Russell, S. (2013). The associations of financial stress and parenting factors with alcohol behaviors during the transition to adulthood. Journal of Family and Economic Issues.
Serido, J. & Joseph, M. (2014). Challenging Assumptions: Crossing Disciplinary Divides to Make Knowledge about Gender and Finance. Feminist Formations.
Serido, J., Shim, S., Xiao, J. J., Card, N., and Tang, C. (2014). Financial adaptation among college students: Helping students cope with financial strain. Journal of College Student Development.
Shim, S., Serido, J., Tang, C., & Card, N. (In press). Socialization processes and pathways to healthy financial development for young adults. Journal of Applied Developmental Psychology.
Serido, J., Shim, S., &Tang, C. (2013). A framework for promoting financial capability among young adults. International Journal of Behavioral Development. 37 (4), 287 - 297
Totenhagen, C. J., Curran, M. A., Serido, J., & Butler, E. A. (2013). Good Days, Bad Days: Do Sacrifices Improve Relationship Quality? Journal of Social and Personal Relationships. doi: 10.1177/0265407512472475
Shim, S., Serido, J., Bosch, L. &Tang, C. (2013). Financial identity styles among young adults: A longitudinal study of socialization factors and consequences on financial capabilities. Journal of Consumer Affairs, 47(1), 128-152.
Shim, S., Serido, J., & Tang, C. (2013). After the Global Financial Crash: Individual Factors Differentiating Young Adult Consumers’ Trust in Banks and Financial Institutions. Journal of Retailing and Consumer Services, 20, 26-33.
Totenhagen, C. J., Serido, J., Curran, M. A.., & Butler, E. A. (2012). Daily hassles and uplifts: A diary study on understanding relationship quality. Journal of Family Psychology, 26, 719-728.
Serido, J., Borden, L. & Bracamonte-Wiggs, C. (2011). Breaking down potential barriers to continued program participation. Youth and Society. doi: 10.1177/0044118X11424916
Shim, S., Serido, J., & Tang, C. (2011). The ant and the grasshopper revisited: The present psychological benefits of saving for tomorrow. Journal of Economic Psychology, 33(1), 155-165.
Xiao, J. J., Tang, C., Serido, J., Shim, S. (2011). Antecedents and Consequences of Risky Credit Behavior Among College Students: Application and Extension of the Theory of Planned Behavior. Journal of Public Policy and Marketing, 30(2), 239-245.
Shim, S., Serido, J., & Barber, B. L., (2011). A consumer way of thinking: Linking consumer socialization and consumption motivation perspectives to adolescent development. Journal of Research on Adolescence: Decade in Review, 21(1), 290-299.
In childhood, my family encouraged me to be artistic, to build and craft things and to draw. Read more »
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 »
Consumer social responsibility
Corporate reputation management
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!
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.
My undergraduate training, combined with several years of work experience in the retailing and commercial furnishings industries, led me to develop a strong interest in understanding how business-t Read more »
Nonstore retailing (e.g., online, catalog, etc.)
My research employs theoretical frameworks such as attitude theory, attribution theory, relationship theory and consumer value to investigate research questions that contribute to theoretical development in areas related to consumer participation, trust, paradoxes of technology, experiential value and service quality. Via these frameworks, the studies that I have conducted have examined consumer decision-making as related to retail patronage of store-based, nonstore, interactive and multichannel retail firms and consumer adoption of new technologies.
Please contact Dr. Mary Ann Eastlick if you are unable to locate one of the publications listed below.
Mishra, A. & Eastlick, M.A. (2009). A propositional framework for evaluating the influence of display formats on product evaluation. In Retailing 2009: Strategic planning in uncertain times, J. Evans (Ed.). 12, 240-245. Hempstead, NY: Academy of Marketing Association.
Andrews, J. & Eastlick, M.A. (2009). A propositional framework for predicting adoption of sustaining technologies. In Retailing 2009: Strategic planning in uncertain times, J. Evans (Ed.). 12, 13-19. . Hempstead, NY: Academy of Marketing Association.
Padilla, C. & Eastlick, M.A. (2009). Exploring urban retailing and CBD revitalization strategies, International Journal of Retail and Distribution Management. 37 (1), 7-23.
Eastlick, M. A., Lota, S. L. & Warrington, P. (2006). Understanding internet purchase intentions: An integrated model of privacy concerns, trust, and commitment. Journal of Business Research. 59, 877-886.
Shim, S., Eastlick, M. A. & Lotz, S. (2004). A segmentation scheme of analyzing the search-purchase (S-P) behavior of multi-channel consumers. Journal of Marketing Channels. 11 (2/3), 33-54.
Shim, S., Eastlick, M.A., Lotz, S. & Warrington, P. (2001). An online prepurchase intentions model: The role of intention to search. Journal of Retailing. 77 (Fall), 397-416.
Eastlick, M.A., & Lotz, S. (2000). Objective and multidimensional acculturation measures: Implications for retailing to Hispanic consumers. Journal of Retailing and Consumer Services, 7 (3), 149-160.
Eastlick, M. A. & Lotz, S. (1999). Profiling potential adopters of interactive teleshopping. International Journal of Retail and Distribution Management, 27 (6), 209-228. (Awarded best paper in journal during 1999).
Eastlick, M. A. & Feinberg, R. A. (1999). Shopping motives for mail catalog shopping. Journal of Business Research. 45 (3), 281-290.
Part of my responsibilities at the Norton School are as an educator. Read more »
Human resource management
Operations resource management
Leadership and ethical issues
See my regular column “Going Places” in The Retail Link, a publication of the Terry J. Lundgren Center for Retailing.
As a child growing up in Karachi, Pakistan, I was always aware of my social status as a minority because people often made judgmental comments about my religious heritage, especially the fact that Read more »
Consumer adoption of technology
Effectiveness of work teams
It was my work experience at Procter & Gamble as a product development engineer that led me to pursue graduate studies in organizational behavior and initially inspired my research on enhancing the team performance. My other stream of research — on customer interactions in service delivery — blossomed during a survey methods course in graduate school. My research in both these domains continues to flourish, with each new study that I undertake generating more intriguing questions for me to explore. I am especially energized by the opportunity to collaborate with students on research, which I find to be a very rewarding experience.
Diversity and communication media in work teams
Expectations for conflict in diverse teams
Consumer adoption of digital coupons
Consumer Behavior (RCSC 340)
Consumers, Environment & Sustainable Consumption (RCSC 150 B2)
Introduction to Retailing (RCSC 214)
Senior Capstone — Consulting (RCSC 498)
Please contact Dr. Bhappu if you are unable to locate one of the publications listed below:
Giambatista, Robert C. & Bhappu, Anita D. Diversity’s harvest: Interactions of diversity sources and communication technologies on creative group performance. Organizational Behavior and Human Decision Processes, March 2010.
Zellmer-Bruhn, Mary E., Maloney, Mary M., Bhappu, Anita D., & Salvador, Rommel. When and how do differences matter? An exploration of perceived similarity in teams. Organizational Behavior and Human Decision Processes, November 2008.
Bhappu, Anita D. & Schultze, Ulrike. The role of relational and operational performance in B2B customers’ adoption of self-service technology. Journal of Service Research, May 2006.
Schultze, Ulrike & Bhappu, Anita D. Incorporating self-service technology into co-production designs. International Journal of E-Collaboration, October 2005.