Susan Keaveney
Professor
Marketing

BUSB 5211

Sue Keaveney has served as director of the MBA program, founder and director of the 11-Month MBA program, director of the Lockheed-Martin MBA program, and faculty chair of CU’s Executive MBA program. She was awarded the Business School’s Outstanding Service Award and Outstanding Faculty Member Award.

Keaveney’s research interests focus on marketing management, services marketing, international business, and global sustainability. Her research has been published in the Journal of Marketing, Journal of the Academy of Marketing Science, Journal of Retailing, Journal of Business Research, Industrial Marketing Management, International Marketing Review, Marketing Management, Psychology and Marketing, Journal of Business and Psychology, Journal of Marketing Education, Decision Sciences Journal of Innovative Education, Journal of Marketing Higher Education, Journal of Marketing Channels, and Journal of Promotion Management. She is co-author with Philip Cateora of "Marketing: An International Perspective." She was awarded the Business School’s Dean’s Scholar Award in recognition of her outstanding research record.

Keaveney has taught MS and Executive MBA courses in Marketing Management, Services Marketing, and Service Quality and Customer Satisfaction. She designed and teaches the online graduate elective MKTG 6830, Marketing and Global Sustainability. The curriculum for this course was awarded an honorable mention for the 2015 Page Prize in Environmental Sustainability Curriculum. Keaveney has received numerous awards for excellence in teaching, including the Award for Outstanding Commitment to Students, the University of Colorado Denver Teacher of the Year Award, the Outstanding Teacher of the College of Business Award, and the Excellence in Teaching Award.

Education

PhD Business, University of Colorado

MBA, University of Rhode Island

Areas of expertise

Marketing and Sustainability

Customer Service Switching Behavior

Customer Retention

Service Quality

Customer Satisfaction

Buyer Regret

Publications and presentations

“A Technical/Strategic Paradigm For Online Executive Education,” Decision Sciences Journal of Innovative Education, 2016.

“The Eyes Have It: How a Car’s Face Influences Consumer Categorization and Evaluation of Line-extensions,” forthcoming in Psychology and Marketing (with Andreas Herrmann, Rene Befurt, and Jan R. Landwehr).

“The Blame Game: An Attribution Theory Perspective of Conflict between Marketers and Engineers,” Industrial Marketing Management, August 2008.

“Managerial Risk Perceptions of International Entry Mode Strategies:The Interaction Effect of Control and Capability,” International Marketing Review, Vol. 25, No. 3 2008 (with David Forlani and Madhavan Parthasarathy).

“Equines and Their Human Companions,” Journal of Business Research (Special Issue on Humans and Their Animal Companions), May 2008.

“A Model of Buyer Regret: Selected Prepurchase and Postpurchase Antecedents and Consequences for the Brand and the Channel,” Journal of Business Research, December 2007 (with Franz Huber, and Andreas Hermann.

“The Negative Effects Of Expecting To Evaluate: Reexamination And Extension In The Context Of Service Failure,” Psychology and Marketing, November, 2005 (with Lane, Vicki).

“Discovering the Soul of Len Berry,” Journal of the Academy of Marketing Science, 2004.

“Customer Switching Behavior in On-Line Services: An Exploratory Study of the Role of Selected Attitudinal, Behavioral, and Demographic Factors,” Journal of the Academy of Marketing Science, 2001 (with Madhavan Parthasarathy).

“The Services Marketing Course: Experiential Exercises,” Journal of Marketing Education, 2000, (with Gremler, Dwayne D., K. Douglas Hoffman, and Lauren K. Wright).

"When MTV Goes CEO: What Happens When the 'Unmanageables' Become Managers?" Marketing Management, 1997.

"Rethinking Student Services: Assessing and Improving Service Quality," The Journal of Marketing in Higher Education, 1996 (with Zammuto, Raymond F, and Edward J. O'Connor).

"Customer Switching Behavior in Service Industries: An Exploratory Study," Journal of Marketing, 1995.

"Customer Switching Behavior in Service Industries: An Exploratory Study,” abstract in the Harvard Business Review, January-February, 1996.

"Working Smarter: The Effects of Motivational Orientations on Purchasing Task Selection and Retail Buyer Performance," Journal of Business and Psychology , 1995.

"Involvement, Attributions, and Consumer Responses to Price Promotions," Journal of Business and Psychology, 1995 (with Hunt, Kenneth A., and Moonkyu Lee).

"Retailer Cooperation with ManufacturerSponsored Promotions: A Framework for Negotiation and Decision-Making," Journal of Promotion Management, 1994 (with Kenneth A. Hunt).

"A Process Model of the Effects of Price Promotions on Brand Image," Psychology and Marketing, November, 1994 (with Kenneth A. Hunt).

"Coping with Organizational Role Stress: Intrinsic Motivational Orientations, Perceived Role Benefits, and Psychological Withdrawal," Journal of The Academy of Marketing Science, Spring, 1993 (with James E. Nelson).

"Attribution Theory as a Framework for Understanding Channel Power Relationships," Journal of Marketing Channels, 1993 (with Hunt, Kenneth A., and Robert Fisher).

"An Empirical Investigation of Dysfunctional Organizational Turnover Among Chain and Non-chain Retail Store Buyers," Journal of Retailing, Summer, 1992.

"The Conceptualization and Operationalization of Retail Store Image: A Case of Rival Middle Level Theories," Journal of the Academy of Marketing Science, 1992 (with Kenneth A. Hunt).

"Sales Promotion Wars: A Strategic Application o of Attribution Theory," Journal of Promotion Management, 1992 (with Kenneth A. Hunt).

"Volunteers as Customers: A Service Quality Perspective," Journal of Volunteer Administration, Fall, 1991 (with Marilyn Saltzman and Nancy Sullivan).

Marketing: An International Perspective. Homewood, Illinois: Richard D. Irwin, Inc., 1987 (with Cateora, Philip R.). Also published in Japanese translation.

Teacher's Manual for Marketing: An International Perspective. Homewood, IL: Richard D. Irwin, Inc, 1987 (with Cateora, Philip R.).

Internationalizing the Principles of Marketing Course: A Resource Guide. The Ohio State Univ: Mershon Center (in conjunction with the AACSB and a U.S Dept. of Education Grant), 1987 (with Cateora, Philip R.).

Awards

2016-2015 Page Prize in Environmental Sustainability Curriculum (Honorable Mention) -- an international award out of the Moore Business School at the U. of So. Carolina, recognizing excellence in Sustainable Business Curricula across all areas of business including accounting, economics, finance, marketing, management, and operations.

2004-07 Wells Fargo Term Professorship
Awarded by the University of Colorado at Denver Graduate School of Business, and sponsored by local area businesses, for Outstanding Research and Citizenship to the Business School

2001 Distinguished Speaker, Queen’s University, Ontario Canada

2000 Distinguished Speaker, Swedish School of Economics, Helsinki Finland

1998 Distinguished Speaker, Universite de Neuchatel, Switzerland

1998 Dean's Scholar Award, University of Colorado Denver Graduate School of Business for Outstanding Research

1997 Award for Outstanding Commitment to Students, University of Colorado Denver Graduate School of Business Administration Graduating Class of 1997

1996 Best Services Article in 1995, American Marketing Association's Services Special Interest Group

1996 Distinguished Speaker, Queen’s University, Ontario Canada

1993 Award for Outstanding Commitment to Students, the University of Colorado Denver Graduate School of Business Administration Graduating Class of 1993

1993 Outstanding Faculty Member of the Year, University of Colorado Denver College of Business Administration and Graduate School of Business Administration

1992 Outstanding Service Award, University of Colorado Denver Graduate School of Business Administration

1990 Junior Faculty Development Award, University of Colorado Denver (with Kenneth A. Hunt)

1989 Teacher of the Year, University of Colorado Denver Campus-Wide Award

1989 Outstanding Teacher of the Year, College of Business Administration of the University of Colorado Denver

1988 Excellence in Teaching Nominee, National Golden Key Honor Society

1985 Excellence in Teaching Award, The Graduate School of the University of Colorado Boulder

Affiliations

Consulting: variety of sectors including social services, education, health care, arts and culture, pharmaceuticals, consumer goods and services, financial services, travel, etc.

American Marketing Association: SERVSIG Officer, Program Chair (2005-2007)

Editorial Board: Journal of Business Research (2004-present); Journal of the Academy of Marketing Science from 1997-2004 to 1997-present

Reviewer: Various scholarly journals

American Marketing Association: Chair of Services Special Interest Group (SERVSIG) 2000 -2002; Conference Co-Chair for the American Marketing Association Services Special Interest Group (SERVSIG) Bi-annual International Services Marketing Conference in Reims, France, June 12-14, 2003; Services Marketing Track Chair Annual Summer Educator’s Conference 2000

Academy of Marketing Science: Services Marketing Track Chair 2001 Annual Conference