She also holds the Thomas J. Campbell ’80 Professorship. She is currently serving on the editorial review board of Journal of Service Research. Her current research focuses on customer cocreation, service failure and recovery, and service quality. Her articles have been published in Journal of Marketing, Journal of the Academy of Marketing Science, Journal of Service Research, and Journal of International Marketing among others. She has received several research grants, including Juran Doctoral Award from the Joseph M. Juran Center for Leadership in Quality at the University of Minnesota. She was an AMA Doctoral Consortium Fellow in 2008.