Birgit Leisen Pollack
Specialties: Customer Retention, Services Marketing, Service Quality, Customer Loyalty, Customer Satisfaction
Ph.D., New Mexico State University
Professor of Marketing
Sage 1446, 920-424-0076
leisen@uwosh.edu
Background
Prior to coming to the U. S., Dr. B. Leisen Pollack lived and worked in the multicultural area of Germany close to France, Luxembourg, Belgium, and Holland. She received her B. A. from Universität Trier, Germany and her M. S. and Ph. D. from New Mexico State University. Prior to joining UW Oshkosh, she taught at Loyola Marymount University in Los Angeles. Dr. B. Leisen Pollack has held various marketing research positions and conducted project for the private and public sector. The projects include customer profiling, market segmentation, advertising effectiveness, image assessment, and WWW related market studies.
Recent Publications/Presentations
"Research in Online and Blended Learning in the Business Disciplines: Key Findings and Possible Future Directions," Internet and Higher Education, December 2009 (with J. B. Arbaugh, M. Godfrey, M. Johnson, B. Neindorf and William Wresch)
Leisen Pollack, Birgit, "Linking the Hierarchical Service Quality Model to Customer Satisfaction and Loyalty" for publication in the Journal of Service Marketing, 2007.
Leisen Pollack, Birgit, Michael J. Tippins, and Bryan Lilly, "The Effects of Relationship Management Instruments on Loyalty: The Case of Customer Terminology," for publication in the Services Marketing Quarterly, 2006.
"Access Convenience of Competitor: The Insulating Effects of Service Quality and Satisfaction on Switching Intent" for publication in the Services Marketing Quarterly. 2005
Leisen, Birgit, Michael J. Tippins, and Bryan Lilly, “A Broadened Sales Curriculum: Exploratory Evidence, Journal of Marketing Education.
Leisen, Birgit and Robert Kunkel, “Financial Impact of Declining Customer Loyalty: Investors’ Reactions to Product Recalls”, Journal of Strategic Marketing.
