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Devon Johnson

Devon Johnson

Assistant Professor of Marketing
Department of Management/Marketing
Phone: 860-768-4974, room 310C

MBA 618
Marketing Management

MBA 730
Managing Customer Interfaces

IB 310 Introduction to Internatoinal business, 
London 2014

Dr Johnson’s research interests are in the areas of customer experience, online/social networks, customer relationship management (CRM) systems and healthcare marketing.  His research has been published in the Journal of Marketing Research, Journal of the Academy of Marketing Science, The Journal of Business Research, The Journal of Interactive Marketing and The Journal of Psychology & Marketing among others.  Dr. Johnson sits on the editorial Board of the Journal of Interactive Marketing.  Before joining the Barney School, Dr. Johnson taught at Northeastern University and Emory University.  Dr. Johnson consults in the areas of customer experience and CRM. 

Ph.D. Bus. Admin. (Marketing) London Business School, UK
M. S. Marketing (Minor in Finance) Pennsylvania State University
BSc. Management Studies (with honors), University of the West Indies, Jamaica 

Selected Publications:
Johnson, Devon (2014) “Opting Out: The Effects of Consumer Information Sharing Concern on Perceived Value in E-Banking Service Relationships,” International Journal of Marketing Studies, 6 (2) April 2014.

Johnson, Devon, Bruce H. Clark and Gloria Barczak (2012), “Customer Relationship Management   Processes: How Faithful are Business-to-Business Firms to Customer Profitability.” Industrial Marketing Management, 41, 1095-1104.

Johnson, Devon (2008), “Beyond Trial: Consumer Assimilation of Electronic Channels,” Journal of Interactive Marketing 22(2) 28-44.

Johnson, Devon, Fleura Bardhi, and Dan Dunn (2008), “Understanding How Technology Paradoxes Affect Customer Satisfaction with Self-Service Technology: The Role of Performance Ambiguity   and Trust in Technology,” Psychology & Marketing, 25(5) 416-443.

Grayson, Kent, Devon Johnson, and Der-Fa Robert Chen (2008), “Is Firm Trust Essential in a Trusted Environment? How Trust in the Business Context Influences Customers," Journal of Marketing Research, 45 (April) 241-256.

Johnson, Devon (2007), “Achieving Customer Value from Electronic Channels through Identity Commitment, Calculative Commitment, and Trust in Technology,” Journal of Interactive Marketing (lead article), 21 (4) 2-22. 

Johnson, Devon and Kent Grayson, (2005), “Cognitive and Affective Trust in Service Relationships,” Journal of Business Research 58 (4) 500-507.  Among the top ten most cited JBR articles.

Recent Awards:
• Best Overall Conference Paper – 2011 American Marketing Association Summer Educators Conference
• Best Paper – Sales and Sales Management Track – 2004 American Marketing Association Summer Conference 

Consulting Expertise:

  • Marketing Metrics and Analytics
  • Customer Journey Maps
  • Customer Experience Assessment and Design


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