He received his Ph.D. from the W.P. Carey School of Business, Arizona State University. His current research interests examine service innovation, customer feedback management, customer loyalty and relationship marketing, and service experience management. His research has appeared in The Journal of Marketing Research, The Journal of the Academy of Marketing Science, Journal of Service Research, Journal of Interactive Marketing, and Journal of Business Research. He currently serves on the editorial review board of the Journal of Business Research. Paul loves to collaborate with industry leaders in his research. Paul’s global research partners span a variety of sectors including technology, financial, health, food/fine dining, retail, and entertainment services. Prior to earning his Ph.D., Paul worked in branding for Ogilvy and Mather in New York, where he helped managed such brands as American Express and Post Cereal.