James G. Maxham III
Associate Dean for the B.S. in Commerce
Chesapeake & Potomac Telephone Company Professor of Commerce
Office phone: 434-924-6962
e-mail: maxham@virginia.edu
Education:
Ph.D., Louisiana State University
M.B.A., University of South Florida
B.S.B.A., Western Carolina University
Areas of Expertise:
Professor Maxham examines quantitative models that help retail managers better understand customer loyalty trends. Recent work investigates how human resource management practices, service policies, product return policies, retail concept extensions, and loyalty card programs influence customer attitudes, behaviors, and store performance. Previously employed by the NCR Corporation and Russell Stover Candies, Professor Maxham currently teaches "Customer Value" at the University of Virginia. He also teaches global immersion courses that explore business, economics, and culture in China and Southeast Asia.
Professional Activities:
Professor Maxham is a member of the American Statistical Association, the Institute for Operations Research and the Management Sciences (INFORMS), and the American Marketing Association. His research has been accepted for publication in Marketing Science; Journal of Marketing; Journal of Applied Psychology; Journal of Retailing; and Journal of Business Research, among others. He recently served on the editorial review board of Journal of Marketing, and he currently serves on the editorial review board for Journal of Retailing. Professor Maxham also serves on the CMO Council’s Customer Experience Advisory Board.
Selected Publications:
“Identification with the Retail Organization and Customer Perceived Employee Similarity: Effects on Customer Spending,” Journal of Applied Psychology forthcoming (with R. G. Netemeyer and C. M. Heilman).
“Return Shipping Policies of Online Retailers: Normative Assumptions and the Long-Term Consequences of Fee and Free Returns,” Journal of Marketing, forthcoming, 2012 (with A. Bower).
“Store Manager Performance and Satisfaction: Effects on Store Employee Performance and Satisfaction, Store Customer Satisfaction, and Store Customer Spending Growth,” Journal of Applied Psychology, 2010 (with R. G. Netemeyer and D. R. Lichtenstein).
“The Relationships among Manager-, Employee-, and Customer-Company Identification: Implications for Retail Store Financial Performance,” Journal of Retailing, 2010 (with R. G. Netemeyer and D. R. Lichtenstein).
"The Retail Value Chain: Linking Employee Perceptions to Employee Performance, Customer Evaluations, and Store Performance," Marketing Science, 2008 (with R. G. Netemeyer and D. R. Lichtenstein) (lead article).
“Employee versus Supervisor Ratings of Performance in the Retail Customer Service Sector: Differences in Predictive Validity for Customer Outcomes,” Journal of Retailing, 2007 (with R. G. Netemeyer).
“Conflicts in the Work-Family Interface and Job Stress: Links to Customer Service Employee Performance and Customer Purchase Intent,” Journal of Marketing, 2005 (with R. G. Netemeyer and C. Pullig).
“Firms Reap What They Sow: The Effects of Shared Values and Perceived Organizational Justice on Customer Evaluations of Complaint Handling,” Journal of Marketing, 2003 (with R. G. Netemeyer).
“Modeling Customer Perceptions of Complaint Handling over Time: The Effects of Perceived Justice on Satisfaction and Intent,” Journal of Retailing, 2003 (with R. G. Netemeyer).
“A Longitudinal Study of Complaining Customers’ Evaluations of Multiple Service Failures and Recovery Efforts,” Journal of Marketing, 2002 (with R. G. Netemeyer).
“Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer-Contact Employees,” Journal of Marketing, 2000 (with M. Hartline and D. McKee) (winner of the 2000 American Marketing Association Best Services Article Award).