Stephanie Dellande

Assistant Professor of Marketing

Ph.D., University of California at Irvine

Phone: (504) 280 - 7313

Office: KH 331

Email: Stephanie.Dellande@uno.edu

Background:

Professor Dellande received her Ph.D. in Management from the University of California, Irvine.

Research:

Professor Dellande studies consumer behavior in the domain of services marketing. Specifically her research focuses on understanding customer compliance behavior in the context of compliance dependent services (CDS). CDS are services in which the customer participates in service creation during the face-to-face exchange with the service provider and complies with his or her role once away from the provider to ensure positive outcomes and customer satisfaction. Examples of CDS include alcoholism treatment, automotive maintenance, debt management programs, diabetes care, education, exercise programs, long-term financial planning programs, pet training services, physical therapy, prenatal care, psychological counseling, renal disease requiring dialysis, smoking cessation programs, tax preparation services, and weight loss programs.

Her research is published in peer reviewed marketing journals including the Journal of Marketing, Journal of Retailing, Advances in Consumer Research, Health Marketing Quarterly, Advances in Services Marketing and Management, The International Journal of Bank Marketing, International Business and Economics Research Journal, and International Journal of Operations and Production Management.

Dr. Dellande’s research has been presented at national and international marketing conferences including the annual meetings of the American Marketing Association, Association for Consumer Research, Academy of Marketing Science, American Marketing Association Frontiers in Services Conference, Society for Consumer Psychology, Marketing and Public Policy Conference, PhD Project Marketing Doctoral Student Association, International American Marketing Association Conference, European Marketing Academy Conference, European Applied Business Research Conference, and International Research Seminar in Service Management Conference.

She, and her co-authors, received “honorable mention” for the paper “The Impact of Code Switching on Service Encounters,” published in the Journal of Retailing. In addition, she was invited to present the paper at the Compete through Service Workshop at Arizona State University. Further, she received “best paper award,” along with her co-authors, for the paper “Extrinsic and Intrinsic Motivators of Customer Participation in Compliance Dependent Services,” presented at The European Applied Business Research Conference.


Updated by rkern:MKTG on 6/2/2009 2:26:45 PM