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