LOPO L. REGO. 992 S. Cromwell Ct. Bloomington, IN (319) (319)

Transcription

1 LOPO L. REGO Associate Professor of Marketing Kelley School of Business Indiana University 1309 East Tenth Street, BU 426A Bloomington, Indiana (812) S. Cromwell Ct. Bloomington, IN (319) (319) EDUCATION Ph.D., Marketing University of Michigan Business School MBA, Marketing and Strategy Universidade Nova de Lisboa, Lisbon, Portugal B.Sc., Economics Universidade Nova de Lisboa, Lisbon, Portugal RESEARCH INTERESTS Marketing-Finance Interface; Strategic Marketing; Shareholder Value Creation; Strategic Brand Management; Customer Satisfaction; Brand Equity; Empirical Generalizations. HONORS AND AWARDS Gary C. Fethke Research Fellowship, University of Iowa, School of Management Marketing Faculty of the Year, University of Iowa, 2007, 2008, 2009 Dean s Teaching Award, University of Iowa Tippie College of Business, 2008 Marketing Science Institute Research Award #4-1462a, 2007 Marketing Science Institute Research Award #4-1462b, 2007 Instructional Improvement Award, University of Iowa, 2007 Old Gold Fellowship, University of Iowa, 2005 Old Gold Fellowship, University of Iowa, 2004 Marketing Science Institute Research Award #4-1262, 2004 Doctoral Fellowship, University of Michigan, PRAXIS XXI Fellowship and Scholarship, European Community, Gerald & Lillian Dykstra Fellowship for Teaching Excellence, University of Michigan,

2 PROFESSIONAL EXPERIENCE July 2011 present Associate Professor of Marketing, Kelley School of Business, Indiana University July 2010 June 2011 Associate Professor of Marketing, Tippie College of Business, University of Iowa July 2003 June 2010 Assistant Professor of Marketing, Tippie College of Business, University of Iowa January 2001 June 2003 Visiting Assistant Professor of Marketing, Tippie College of Business, University of Iowa January 2000 December 2000 Adjunct Lecturer of Marketing, Tippie College of Business, University of Iowa PEER REVIEWED PUBLICATIONS Michael A. Wiles, Neil A. Morgan and Lopo L. Rego, The Effect of Brand Acquisition and Disposal on Abnormal Stock Returns, Journal of Marketing, forthcoming. Sanguk Jung, Thomas S. Gruca and Lopo L. Rego (2010), Excess Loyalty in CPG Markets: A Comprehensive Examination, Journal of Empirical Generalisations in Marketing Science, Vol. 13 (1), Lopo L. Rego, Matthew T. Billett and Neil A. Morgan (2009), Customer-Based Brand Equity and Firm Risk, Journal of Marketing, Vol. 73 (6), Marketing Science Institute Research Award #4-1462a Neil A. Morgan and Lopo L. Rego (2009), Brand Portfolio Strategy and Firm Performance, Journal of Marketing, Vol. 73 (1), Neil A. Morgan and Lopo L. Rego (2008), Rejoinder: Can behavioral WOM Measures Provide Insight into the Net Promoter Concept of Customer Loyalty? Marketing Science, Vol. 27 (3), Gina Pingitore, Neil A. Morgan, Lopo L. Rego, Adriana Giglotti and Jay Meyers (2007), The Single Question Trap: The Net Promoter Score Has Limitations in Predicting Financial Performance, Marketing Research, Vol.19 (2), p Neil A. Morgan and Lopo L. Rego (2006), The Value of Different Customer Satisfaction and Loyalty Metrics In Predicting Business Performance, Marketing Science, Vol. 25 (5), p Thomas S. Gruca and Lopo L. Rego (2005), Customer Satisfaction, Cash Flow, and Shareholder Value, Journal of Marketing, Vol. 69 (3), p Utpal M. Dholakia and Lopo L. Rego (1998), What Makes Commercial Web Pages Popular? An Empirical Investigation of Web Page Effectiveness, European Journal of Marketing, Vol.32 (7/8), p

3 MARKETING SCIENCE INSTITUTE WORKING PAPERS Michael A. Wiles, Neil A. Morgan and Lopo L. Rego (2009), The Effect of Brand Acquisition and Disposal on Abnormal Stock Returns, Marketing Science Institute Working Paper Series, Neil A. Morgan and Lopo L. Rego (2006), Brand Portfolio Strategy and Firm Performance, Marketing Science Institute Working Paper Series, Report # Marketing Science Institute Research award # Thomas S. Gruca and Lopo L. Rego (2003), Customer Satisfaction, Cash Flow, and Shareholder Value, Marketing Science Institute Working Paper Series, Report # WORKING PAPERS Lopo L. Rego, Neil A. Morgan and Claes Fornell, Customer Satisfaction and or vs. Market Share, invited for third review at the Journal of Marketing. JianJun Zhu, Thomas S. Gruca and Lopo L. Rego, Mind the Gap (and Velocity) Determinants of Brand Performance in the Grocery Aisle, under revision for submission at the Journal of Marketing Research. Neil A. Morgan, Lopo L. Rego and Thomas S. Gruca, Human Resources, Customer Relationships, and Financial Performance, under revision for submission at Personnel Psychology. Matthew T. Billett Zhan Jiang and Lopo L. Rego, Does Customer Sentiment Drive Investor Sentiment? under revision for submission at the Review of Financial Studies. WORK IN PROGRESS Neil A. Morgan, Lopo L. Rego and Douglas W. Vorhies, The Financial Consequences of Brand Management Capabilities, Target: Journal of Marketing, September Marketing Science Institute Research Award #4-1462b Lisa Schöler, Bernd Skiera and Lopo L. Rego, Communications Effectiveness and Financial Performance, Target: Journal of Marketing, September Wenbin Sun, Douglas W. Vorhies and Lopo L. Rego, Marketing Capability, Internal Strategic Drivers, and Firm Idiosyncratic Risk, Target: Journal of Marketing, October Hui Feng, Neil A. Morgan and Lopo L. Rego, Antecedents and Consequences of Marketing Power, Target: Journal of Marketing, December Neil A. Morgan, Lopo L. Rego and Claes Fornell, Customer Satisfaction Monitoring System Design and the Predictive Value of Firms Customer Satisfaction Data, Target: Journal of Marketing, December Younhan Bae, Lopo L. Rego and Gary J. Russell, (Re)-Investigating the Customer Satisfaction Customer Loyalty Association, Target: Journal of Marketing Research, March

4 OTHER PUBLICATIONS Customer Satisfaction and Business Performance, (2009) in Marketing Science Institute Empirical Generalizations about Marketing Impact, ed. Dominique M. Hanssens. Customer Satisfaction and Market Share, (2009) in Marketing Science Institute Empirical Generalizations about Marketing Impact, ed. Dominique M. Hanssens. A Comment on The One Number You Need to Grow, (2004) Harvard Business Review, April PRESENTATIONS Communications Effectiveness and Financial Performance Marketing Science Conference, Rice University, June (Re)-Investigating the Customer Satisfaction-Customer Loyalty Association Marketing Science Conference, Rice University, June Communications Effectiveness and Financial Performance European Marketing Academy Conference, University of Ljubjani, May Marketing Power and Firm Performance: Is Marketing Good for Shareholders? Marketing Strategy Meets Wall Street II Marketing Science Institute Conference, Boston University, May The Direct and Indirect Effects of Marketing Capabilities on Idiosyncratic Risk Marketing Strategy Meets Wall Street II Marketing Science Institute Conference, Boston University, May Stock Market Response to Corporate Asset Reconfiguration through Brand and Technology Acquisition/Disposal Marketing Strategy Meets Wall Street II Marketing Science Institute Conference, Boston University, May Does Customer Sentiment Drive Investor Sentiment? Kelley School of Business, Indiana University, October The Effect of Brand Acquisition and Disposal on Abnormal Stock Returns Fox School of Business, Temple University, September Does Customer Sentiment Drive Investor Sentiment? Richard H. Driehaus Center for Behavioral Finance, DePaul University, June Does Customer Sentiment Drive Investor Sentiment? College of Business, University of South Florida, April The Effect of Brand Acquisition and Disposal on Abnormal Stock Returns McCombs School of Business, University of Texas at Austin, October Customer Relationship Management Capabilities and Shareholder Value Marketing Science Conference, University of Michigan, June Traditional and User-Generated Voice-of-Customer Metrics and Financial Performance Marketing Science Conference, University of Michigan, June

5 Can Brand Equity Explain Excess Behavioral Loyalty? Marketing Science Conference, University of Michigan, June Does Coffee Help You Sell Paper Towels? Cross-effects of Sister Brand's Success on Brand Performance Marketing Science Conference, University of Michigan, June The Effect of Brand Acquisition and Disposal on Stock Returns University of Iowa Marketing Symposium, May Brand Management Capabilities and Shareholder Value Marketing Strategy Meets Wall Street Conference, Emory University, Atlanta, Georgia, January The Effect of Brand Acquisition and Disposal on Stock Returns Marketing Strategy Meets Wall Street Conference, Emory University, Atlanta, Georgia, January The Customer Satisfaction Market Share Relationship: Empirical Generalizations and Marketing Implications Kelley School of Business, Indiana University, October The Effects of Brand Strategy and Customer Characteristics on Brand Revenue Premium Marketing Science Conference, University of British Columbia, June Brand Equity and Product Recalls Marketing Science Conference, University of British Columbia, June Brand Equity, Cash Flow Certainty and Systematic Equity Risk Marketing Science Conference, University of British Columbia, June Customer Word-of-Mouth Recommendation Intentions and Behaviors as Predictors of Supplier Business Performance European Marketing Academy Conference, Brighton U.K., May Brand Portfolio Strategy and Firm Performance American Marketing Association Winter Educators Conference, Austin, Texas, February The Financial Consequences of Brand Management Capabilities American Marketing Association Winter Educators Conference, Austin, Texas, February Customers Word-of-Mouth Intentions and Behaviors as Predictors of Suppliers Business Performance Marketing Science Conference, University of Singapore, June 2007 The Financial Consequences of Brand Management Capabilities, Marketing Science Institute Conference on Creating and Cultivating Brand Connections at the University of Minnesota, Carlson School of Management, June, Voice-of-Customer Metrics and Financial Performance J.D. Power and Associates Senior International Research Conference, Santa Barbara, California April, 2007 Brand Portfolio Strategy and Brand Management Capabilities as Predictors of Firm Performance, Yale Center for Customer Insights, Yale School of Management, May The Customer Satisfaction Market Share Relationship: Empirical Generalizations and Marketing Implications, Frank M. Bass Conference, The University of Texas at Dallas, March Competing Constituent Demands: The Case of Collegiate Athletics, Organization Science Winter Conference, Steamboat Springs, Colorado, February The Financial Consequences of Brand Management Capabilities, Marketing Science Conference, University of Pittsburg, June

6 Exploring Spatial Variation in the Customer Satisfaction-Customer Loyalty Relationship, Marketing Science Conference, University of Pittsburg, June How Competition and Market Area Characteristics Affect Retail Promotion Sensitivity, Marketing Science Conference, University of Pittsburg, June Customer Satisfaction Monitoring System Design and the Predictive Value of Firms' Customer Satisfaction Data, American Marketing Association Summer Educators Conference, San Francisco, August Spatial Variation in the Customer Satisfaction-Loyalty Relationship, Marketing Science Conference, Emory University, June The Marketing and Financial Performance Consequences of Brand Strategy Decisions, Marketing Science Institute Conference on Brand Architecture and Corporate Reputation Conference, March Customer Satisfaction, Cash Flows and Shareholder Value, University of North Carolina Chapel Hill, December The Satisfaction-Loyalty Link: How Robust are the Findings? Marketing Science Conference, ERASMUS University, June What s Best: Good Customers, Good Employees or Good Managers, Marketing Science Conference, University of Maryland, June Strategic Decisions Leading to Customer Satisfaction and Shareholder Value, Marketing Science Conference, University of Maryland, June Customer Satisfaction, Cash Flows and Shareholder Value, College of Commerce and Business Administration, University of Illinois Urbana- Champaign, January Customer Satisfaction, Cash Flow and Shareholder Value, Marketing Science Conference on Measuring Marketing Productivity: Linking Marketing to Financial Returns, October Customer Satisfaction and Shareholder Value, University of Iowa Tippie College of Business, September How Much Control Do Managers Really Have Over Customer Satisfaction? University of Iowa Tippie College of Business, November How Much Control Do Managers Really Have Over Customer Satisfaction? University of Michigan, February Identifying and Understanding Customer Satisfaction Segments, Marketing Science Conference, INSEAD, July

7 MEDIA AND PROFESSIONAL CITATIONS Should airlines create separate sections for kids, larger fliers? USA Today, March 23 rd, Support local, say restaurateurs; give em reason to, The Gazette, December 4 th, JetBlue, Southwest ads jab at rivals bag fees, USA Today, October 25 th, Southwest thrives on policy of free checked bags, USA Today, December 13 th, Delta brings back Red Coats to help with customer service, USA Today, June 24 th, Customer Service Still Matters, Miami Herald, May 9 th, The Upside of an Economic Downturn Quad Cities Times, May 6 th, An Upside to the Downturn: Better Customer Service, Houston Chronicle, May 5 th, A Bruise or Two on Apple s Reputation, BusinessWeek, October 22 nd, Bloomberg Radio, After the Bell, May 15 th, 2007 Right Customer Service Wrongs, The Motley Fool, March 24 th, One Question and Plenty of Debate, Wall Street Journal, December 4 th, 2006 Don t Believe Everything You Read, NetPromoter.com, November 27 th, The Good Service Test: Part I, WQAD-TV, November 19 th, 2006 Does the Morgan & Rego Study in Marketing Science Undermine the NPS Metric? Word-of-Mouth Communication Study, November 13 th, Customer Service Study Based On The Morgan & Rego Study PR Communications, November 9 th, UI Business Professor Studies Lousy Customer Service University of Iowa News Release, November 3 rd, Morgan & Rego Study: Discussion & Implications Word-of-Mouth Communication Study, November 3 rd, Which Measures of Customer Satisfaction and Loyalty Best Predict Business Performance? CustomerSat - Profit from Customer Feedback, October Customer Satisfaction Delivers Future Cash Flow, Marketing NPV, January 12 th, Surveys Says?, Business 2.0, November UI Study shows customer satisfaction-cash flow link Corridor Business News, October 3 rd, Study Shows How Customer Satisfaction Translates into Future Cash Flow Insight Online, September PROFESSIONAL AFFILIATIONS American Marketing Association INFORMS Marketing Science 7

8 PROFESSIONAL EXPERIENCE University of Iowa ( ) Service Ph.D. Committee co-chair for Younghan Bae ( ) Ph.D. Committee chair for Qiang Fei ( ) MBA Program Committee ( ) Library and Publications committee ( ) Elected Faculty Council ( ) Mentoring Younghan Bae 2 nd Year Paper ( ) Mentoring Sang-Uk Jung 2 nd Year Paper ( ) Faculty Recruiting Committee ( ) Ph.D. Committee co-chair for John Zhu ( ) Mentoring Qiang Fei 2 nd Year Paper ( ) University of Iowa Marketing Camp ( ) MBA Committee ( ) Master s Committee member for Sarah Arens (2005) Ph.D. Program Review Committee ( ) Ph.D. Committee member for Inwoo Nam (2004) Full time MBA student screening ( ) MBA IMPACT Week Judge ( ) University of Iowa ( ) Advisor University of Iowa Big 10 Case Study Competition Advisor. Iowa team was finalist twice; Awarded Best Speaker and Best Q&A five times. Referee / Reviewer Journal of Marketing Journal of Marketing Research Marketing Science Management Science International Journal of Research in Marketing Marketing Letters American Marketing Association Journal of Retailing Journal of Interactive Marketing The Services Industries Journal 2012 Winter AMA Conference, Track Chair ( ) 2011 Winter AMA Conference, Track Chair ( ) Marketing Management, 12 th Edition, Philip Kotler and Kevin Lane Keller. Prentice Hall. IMC: Using Advertising and Promotion to Build Brands, 2 nd Edition, Tom Duncan, McGraw-Hill Irwin. 8

9 TEACHING EXPERIENCE University of Iowa ( ) Associate Professor / Assistant Professor / Visiting Assistant Professor Marketing Management, Hong-Kong MBA program (five sections) 5.7 / 6.0 Marketing Management, MBA program (thirteen sections) 5.7 / 6.0 Customer Relationship Management, MBA program (six sections) 5.5 / 6.0 Brand Management, MBA program (six sections) 5.8 / 6.0 Services Marketing, MBA (five sections) 5.6 / 6.0 Advertising and Promotions, MBA program (one section) 5.8 / 6.0 Advertising Theory, undergraduate (two sections) 5.7 / 6.0 Marketing Research/Analytics, MBA program (seven sections) 5.4 / 6.0 University of Frankfurt (2007) Guest Assistant Professor Marketing Strategy Doctoral Seminar University of Michigan (1997) Instructor Marketing Management 4.9 / 5.0 Universidade Nova Lisboa, Lisbon, Portugal ( ) Teaching Assistant Responsible for multiple undergraduate sections of Marketing Research, Marketing Management, Microeconomics, and Industrial Economics Average teaching rating: 3.8 / 4.0 TEACHING INTERESTS Marketing Management Marketing and Customer Analytics Marketing Strategy Brand Management Marketing Research Customer Satisfaction 9