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 involving the retail value chain between human resource management, customer service employee performance, customer loyalty, and customer revenue trends following key customer service touchpoints (e.g., complaints, product returns, and product support). Recent work investigates how human resource management practices, service policies, product return policies, and customer relationship management technologies influence customer attitudes (e.g., satisfaction), behaviors (e.g., recommendations and loyalty) and financial performance (e.g., same-store sales growth). Previously employed by the NCR Corporation and Russell Stover Candies, Professor Maxham currently teaches in the Integrated Core Experience 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, company visits, and market research to explore consumer behavior and industry dynamics in global markets (e.g., Paris, Brussels, Bath, London, Budapest, Prague, Vienna, Shanghai, and Beijing).

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: 

"The Retail Value Chain: Linking Employee Perceptions To Employee Performance, Customer Evaluations, And Store Financial Performance," Marketing Science, forthcoming (with R. G. Netemeyer and D. R. Lichtenstein).

“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).

“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).