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Clay Voorhees

Clay Voorhees

Associate Professor
Department: Marketing

Office: N304 Business College Complex

Telephone: 517-432-6469

Email: voorhees@broad.msu.edu



Dr. Clay Voorhees is an Associate Professor of Marketing at Michigan State University.   He received his Ph.D. from Florida State University in 2006.  His research has been published or is forthcoming in the Journal of the Academy of Science, Journal of Marketing, Journal of Marketing Research, Strategic Management Journal, Journal of Retailing, Journal of Service Research, among others.  Clayâ??s research focuses on the explanation and management of the dynamics of social exchange and social influence.  Within this theoretical umbrella, he focuses on projects related to customer experience management and loyalty, often in service contexts.  In 2015, Clay received the Emerging Service Scholar award from the American Marketing Association. In addition, his research has received the 2011, 2012, and 2015 Industry Relevance Awards from Cornellâ??s Center for Hospitality Research and has been featured in media outlets as: Wall Street Journal, TIME Magazine, BusinessWeek, USA Today, U.S. News and World Report, and numerous other domestic and international periodicals.   In addition to research, Clay teaches a range of courses at the masters and doctoral levels focused on innovating and launching new goods and services, insights and analytics, and marketing management.   

My research focuses on relationship marketing issues, where I am currently focusing a series of substantive areas:

  • Customer Loyalty and Relationship Marketing – Understanding the nature of bonds between customers and service firms and the strategic marketing actions firms can employ to increase these bonds and experience increased advocacy and spending.
  • Service Experience Management - Understanding the dynamics of the entire customer/service experience including the impact of employees, other customers, and the environment on customer evaluations of the service experience and loyalty.
  • Service Failure and Recovery - Understanding how consumers cope with service failure and recovery experiences and the impact that managerial interventions can have on restoring customer loyalty following service failure.
  • Return on Marketing Investments - Assessing the return on marketing investments, including the ROI of trade show marketing investments, loyalty program designs, service quality investments, and service recovery strategies. 

Articles:

  • Bone, Sterling A., Katherine N. Lemon, Clay M. Voorhees, Katie A. Liljenquist, Paul W. Fombelle, Kristen B. DeTienne, and R. Bruce Money (2016), “Mere Measurement “Plus”: How Solicitation of Feedback Influences Customer Repurchase Intentions and Behavior,” forthcoming in the Journal of Marketing Research
  • Chaffin, Daniel, Andrew Yu, John Hollenbeck, Ralph Heidl, Roger Calantone, Clay Voorhees, and Michael Howe (2016), “The Promise and Perils of Wearable Sensors in Organizational Research” forthcoming in Organizational Research Methods.
  • Voorhees, Clay M., Michael K. Brady, Roger J. Calantone, and Edward Ramirez (2016), “Discriminant Validity Testing in Marketing: An Analysis, Causes for Concern, and Proposed Remedies,” Journal of the Academy of Marketing Science, 44(1), 119-134. 
  • Randhawa, Praneet, MiRan Kim, Clay M. Voorhees, Ronald F. Cichy, Jason Paul Koenigsfeld, and Joe Perdue (2016), “Hospitality Service Innovations” Cornell Hospitality Quarterly, 57(1), 93-110.
  • Allen, Alexis, Michael Brady and Stacey Robinson, and Clay M. Voorhees (2015), “One Firm’s Loss is another’s Gain: Capitalizing on Other Firms’ Service Failures” Journal of the Academy of Marketing Science, 43(5), 648-682.
  • Brocato, Deanne, Julie Baker, and Clay M. Voorhees (2015), “Creating Consumer Attachment to Retail Service Firms through Sense of Place” forthcoming in the Journal of the Academy of Marketing Science, 43(2/March): 200-220.
  • Sridhar, Srihari, Clay M. Voorhees, Srinath Gopalakrishna (2015), “Assessing the Drivers of Short and Long-Term Outcome at Business Trade Shows” Customer Needs and Solutions, 2(3), 222-229.
  • Randhawa, Praneet, Roger J. Calantone, and Clay M. Voorhees (2015), “The Pursuit of Counterfeited Luxury: An Examination of the Negative Side Effects of Close Consumer-Brand Connections” Journal of Business Research, 68(11), 2395-2403.
  • Baldus, Brian, Clay M. Voorhees, and Roger Calantone (2015), Online Brand Community Engagement: Scale Development and Validation,” Journal of Business Research, 68(5), 978-995. 
  • Voorhees, Clay M., Ryan White, Michael McCall, and Praneet Randhawa (2015), “Fool’s gold: The effects of brand equity, loyalty programs, and variety seeking on share of wallet,” Cornell Hospitality Quarterly, 56(2), 202-212. 
  • Calantone, Roger J., Praneet Randhawa, and Clay M. Voorhees (2014), “Break Even Time on New Product Launches: An Investigation of the Drivers and Impact on Firm Performance” Journal of Product Innovation Management, 31(S1/December): 94-104.
  • Akdeniz, M. Billur, Roger Calantone, and Clay Voorhees (2014), “Signaling Quality: An Examination of the Effects of Marketing and Non-Marketing Controlled Signals on Perceptions of Automotive Brand Quality,” Journal of Product Innovation Management, 31(4/July): 728-743.
  • Talay, M. Berk, Roger J. Calantone, and Clay M. Voorhees (2014), “Coevolutionary Dynamics of Market Competition: Product Innovation, Change and Marketplace Survival,” Journal of Product and Innovation Management, 31(1/January): 61-78.
  • Akdeniz, M. Billur, Roger J. Calantone, and Clay M. Voorhees (2013), “Effectiveness of Marketing Cues on Consumer Perceptions of Quality: The Moderating Roles of Brand Reputation and Third-party Information,” Psychology & Marketing, 30(1): 76-89
  • Griffis, Stanley E., Shashank Rao, Thomas J. Goldsby, Clay M. Voorhees, Deepak Iyengar (2013), “Linking Order Fulfillment Performance to Referrals in Online Retailing: An Empirical Analysis, Journal of Business Logistics, 33(4): 279-294 
  • White, Ryan, Sacha Joseph-Matthews, and Clay M. Voorhees (2013), “An Investigation of the Interactive Effects of the Service Environment and Service Quality on Brand Equity Evaluations of Multichannel Retailers,” Journal of Services Marketing 27(4).
  • Bourdeau, Brian L., Michael K. Brady, J. Joseph Cronin, Astrid Kell, Clay M. Voorhees (2013), "The Moderating Role of Attitude in Consumers' Service Assessments," Marketing Management Journal, 23(2), 86-100.    
  • Brady, Michael K., Clay M. Voorhees, Michael Brusco (2012), “Service Sweethearting: Antecedents and Customer Consequences,” Journal of Marketing. 76(2): 81-98 
  • Brocato, Deanne, Clay M. Voorhees, and Julie Baker (2012), “Understanding the Influence of Cues from Other Customers in the Service Experience A Scale Development and Validation,” Journal of Retailing, 88(3), 384-398
  • Benedicktus, Ray L., Michael K. Brady, Peter R. Darke, and Clay M. Voorhees (2010). “On the Development of Consumer Trust: Reactions to Brand, Consensus, Physical Presence, and Suspicion,” Journal of Retailing, 86(4): 322-335 
  • McCall, Michael and Clay M. Voorhees (2010), “The Drivers of Loyalty Program Success” Cornell Hospitality Quarterly, 51(1): 35 – 52.
  • Voorhees, Clay M., Julie Baker, Brian L. Bourdeau, E. Deanne Brocato, and James J. Cronin Jr. (2009), “It Depends: The Influence of Moderating Variables on the Effects of Service Waiting Time.” Journal of Service Research, 12 (November): 138 – 155
  • Hoo, Gi-Yong, Rob Hardin, Steven McClung, Taejin Jung, Joseph Cronin, Clay Voorhees, and Brian Bourdeau (2009), “Examination of the causal effects between the dimensions of service quality and spectator satisfaction in minor league baseball.” International Journal of Sports Marketing & Sponsorship, 11(1), 46-59.
  • Bourdeau, Brian L., James J. Cronin, Jr., and Clay M. Voorhees (2007), “Modeling Service Alliances: An Investigation of the Spillover Effects of Partner Performance on Customers’ Perceptions of a Service Partnership.” Strategic Management Journal, 28: 609 – 622 
  • Zboja, James J. and Clay M. Voorhees (2006). “An Empirical Examination of the Impact of Brand Trust and Satisfaction on Retailer Repurchase Intentions.” Journal of Services Marketing, 20 (5): 381-390 
  • Brady, Michael K., Clay M. Voorhees, J. Joseph Cronin Jr., and Brian L. Bourdeau (2006). “The Good Guys Don't Always Win: The Effect of Valence on Service Perceptions and Consequences.” Journal of Services Marketing, 20(2): 83-91 
  • Voorhees, Clay M., Michael K. Brady, and David M. Horowitz (2006). “The Silent Majority: A Comparative Analysis of Noncomplainers.” Journal of the Academy of Marketing Science, 31(4): 514-527 
  • Voorhees, Clay M. and Michael K. Brady (2005). “A Service Perspective on the Drivers of Complaint Intentions.” Journal of Service Research, 8(2): 192-205
  • Talay, M. Berk, Roger J. Calantone, and Clay M. Voorhees (2014), “Coevolutionary Dynamics of Market Competition: Product Innovation, Change and Marketplace Survival,” Journal of Product and Innovation Management, 31(1/January): 61-78.

Books:

  • Ray Benedicktus, Michael K. Brady, Peter Darke, and Clay M. Voorhees (2006). “On the Development of Consumer Trust in Multiple Channels: Reactions to Brand, Consensus, Physical Presence, and Suspicion.” in Bricks and Mortar Shopping in the 21st Century, Tina Lowrey (ed.), Erlbaum: Mahwah, NJ.

Technical Reports:

  • Voorhees, Clay M., Paul W. Fombelle, Alexis Allen, Sterling A. Bone, and Joel Aach (2014), “Managing Post-Purchase Moments of Truth: Leveraging Customer Feedback to Increase Loyalty,” Marketing Science Institute Working Paper Series, #14-115.
  • Sridhar, Shrihari, Clay M. Voorhees, and Srinath Gopalakrishna (2014), “Assessing the Drivers of Short- and Long-Term Outcomes at Business Trade Shows,” Marketing Science Institute Working Paper Series, #14-114.
  • Voorhees, Clay M. Michael McCall, and William Carroll (2014). “Assessing the Benefits of Reward Programs: A Recommended Approach and Case Study from the Lodging Industry,” Cornell Hospitality Report, 1 (1).
  • Clay M. Voorhees, Michael McCall, and Roger Calantone (2011). “Customer Loyalty: A New Look at the Benefits of Improving Segmentation Efforts with Rewards Programs,” Cornell Hospitality Report, 11 (11).
  • Michael McCall, Clay M. Voorhees, and Roger Calantone (2010). “Building Customer Loyalty: Ten Principles for Designing an Effective Customer Reward Program,” Cornell Hospitality Report, 10 (9).
  • MKT 912: Ph.D. Seminar on Buyer Behavior
  • MKT 905: Ph.D. Seminar on Research Design in Marketing
  • MBA 820: Marketing Strategy Development
  • MBA 830: Marketing Strategy Execution
  • MKT 829: Marketing Technology and Analytics
  • MKT 865: New Product and Innovation Research
  • STT 890: Statistical Problems

Eli Broad College of Business

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