James G. Maxham III 

Associate 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 Equity Management" in the graduate and undergraduate programs at the University of Virginia. He also teaches a study-abroad course, “Marketing Strategy in Global Markets,” a research-oriented course that blends classroom discussions, executive presentations, and company visits to explore consumer insights and industry dynamics in global markets (e.g., Shanghai, Beijing, Guangzhou, Qingdao, Copenhagen, Budapest, Prague, and Vienna).

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 Retailing; and Journal of Business Research, among others. He recently served on the editorial review board of Journal of Marketing, and he currently reviews manuscripts for several leading research journals.

Selected Publications: 

“Employee versus Supervisor Ratings of Performance in the Retail Customer Service Sector: Differences in Predictive Validity for Customer Outcomes,” Journal of Retailing, forthcoming (with R. G. Netemeyer).

"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).

“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).