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 »
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 »
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.
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.
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.
I am personally committed to forwarding world peace through cultural understanding and community development. As a child growing up in Karachi, Pakistan, I was always aware of my social s Read more »
Work Team Effectiveness
It was my work experience at Procter & Gamble as a product development engineer that led me to pursue graduate studies in organizational behavior and inspired my initial research on enhancing the impact of diversity in teams. My research on customer interactions and service delivery blossomed during a survey methods course in graduate school and has led to more recent studies of digital coupons and retailing. My current interest in collaborative consumption and related entrepreneurial venture stems from discussions about the sharing economy with Millennial students in my Consumers, Environment and Sustainable Consumption class. I am especially energized by the opportunity to work with industry on research, which I find to be a very rewarding experience.
Collaborative consumption and employee engagement
Digital coupons and retailing
Perceived similarity in organizations
Consumers, Environment & Sustainable Consumption (RCSC 150 B1)
Introduction to Retailing (RCSC 214)
Consumer Behavior (RCSC 340)
Senior Capstone — Retail Consulting (RCSC 498)
Please contact Dr. Bhappu if you are unable to locate one of the publications listed below:
Bhappu, Anita D., Wong, Mike & Liao, Eko. Negotiating through darkness: A reflection. Tan Pan: The Chinese-English Journal on Negotiation, in press.
Garf, Rob, Litchford, Tom & Bhappu, Anita D. (January, 2014) Digitizing the store – The new wave of online and offline convergence. Executive report published by Demandware, National Retail Federation, and Terry J. Lundgren Center for Retailing.
Bhappu, Anita D., Garf, Rob, & Lawry, Charles A. (January, 2013) Who are digital divas and why should retailers care? Executive report published by Demandware and Terry J. Lundgren Center for Retailing.
Lawry, Charles A., Kaufman, Sanda & Bhappu, Anita D. Redefining beauty: Negotiating between consumerism and conservation of natural environments. Hamline Journal of Public Law & Policy, 2013.
Lawry, Charles A., Kaufman, Sanda & Bhappu, Anita D. Redefining beauty: Negotiating between consumerism and conservation of natural environments. Reprinted in Christopher Honeyman, James Coben, Andrew Wei-Min Lee (Eds.), Rethinking Negotiation Teaching: Educating Negotiators for a Connected World, 2013.
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.
Bhappu, Anita D., Ebner, Noam, Kaufman, Sanda & Welsh, Nancy. Online communication technology and relational development. In Christopher Honeyman, James Coben, Guiseppe de Paulo (Eds.), Rethinking Negotiation Teaching: Innovations for Context and Culture, 2009.
Ebner, Noam, Bhappu, Anita D., Brown, Jennifer G., Kovach, Kimberlee K. & Schneider, Andrea K. You’ve got agreement: Negoti@ting via email. In Christopher Honeyman, James Coben, Guiseppe de Paulo (Eds.), Rethinking Negotiation Teaching: Innovations for Context and Culture, 2009.
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, September 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. Internet-based customer collaboration: Dyadic and community modes of co-production. In Ned Kock (Ed.), E-Collaboration in Modern Organizations: Initiating and Managing Distributed Projects, 2006.
Bhappu, Anita D. & Barsness, Zoe I. Potential effects of using email to negotiate. In Andrea Schneider and Christopher Honeyman (Eds.), The Negotiator’s Handbook, 2006.
Schultze, Ulrike & Bhappu, Anita D. Incorporating self-serve technology into co-production designs. International Journal of E-Collaboration, October 2005.
Barsness, Zoe I. & Bhappu, Anita D. At the crossroads of technology and culture: Social influence, information sharing, and sense-making processes during negotiations. In Michele Gelfand and Jeanne Brett (Eds.), The Handbook of Negotiation and Culture, 2004.
Bhappu, Anita D., Zellmer-Bruhn, Mary, & Anand, Vikas. The effects of demographic diversity and virtual work environments on knowledge processing in teams. In Michael Beyerlein, Douglas Johnson, and Susan Beyerlein (Eds.), Advances in the Interdisciplinary Study of Work Teams: Virtual Teams, volume 8, 2001.
Gutek, Barbara A., Cherry, Bennett, Bhappu, Anita D., Schneider, Sherry, & Woolf, Loren. Features of service relationships and encounters. Work and Occupations, August 2000.
Bhappu, Anita D. The Japanese family: An institutional logic for Japanese corporate networks and Japanese management. Academy of Management Review, April 2000.
Gutek, Barbara A., Bhappu, Anita D., Liao-Troth, Matthew A., & Cherry, Bennett. Distinguishing between service relationships and service encounters. Journal of Applied Psychology, April 1999.
Bhappu, Anita D., Griffith, Terri L., & Northcraft, Gregory B. Media effects and communication bias in diverse groups. Organizational Behavior and Human Decision Processes, June 1997.