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Joined University of Maryland
1983
Professor Wagner’s research
and teaching focus on services
marketing and survey research
methods. Her most recent
research is on how service firms
in both online and offline
environments build relationships
with their customers. Of
particular interest is how firms
build customer loyalty, through
customer satisfaction, trust,
and value. Professor Wagner’s
research has been published in
the Journal of Marketing
Research, the Journal of
Consumer Research, the
Journal of Retailing, the
Journal of Service Research,
and the Journal of Consumer
Affairs. Dr. Wagner has
received grants from the
Marketing Science Institute, the
National Association of
Sportswear Buyers, the National
Retail Federation, and the
United Nations' STAR program.
Professor Wagner is on the
editorial board of the
Journal of Service Research
and Journal of Retailing.
Her honors and awards include
the Krowe Award for Teaching
Excellence; Excellence Awards
from the Smith M.B.A. Consulting
Program; the Reviewer of the
Year for the Journal of
Consumer Research; Finalist
for the Best Services Article,
2003 American Marketing
Association Services Special
Interest Group; Outstanding
Teaching Award, University of
Maryland; Teaching Excellence
Award, Center for Teaching
Excellence, University of
Maryland; and Honorable Mention
in the Journal of Consumer
Research’s Ferber Award
competition. Professor Wagner
has consulted on service
marketing and customer service
for clients such as IBM, AOL,
Hughes Network Systems, Sunrise
Senior Living, Marriott,
Johnson & Johnson and
Lockheed Martin.
Curriculum Vitae►
Selected Honors & Awards
Finalist, Excellence in
Service Research Award, 2004
Krowe Award for Teaching
Excellence, an Excellence Award
from the Smith M.B.A. Consulting
Program
Reviewer of the Year for the
Journal of Consumer Research
Honorable mention in the Ferber
Award competition
Selected Journal Articles
Smith, A.K., R. Bolton, and
J. Wagner, (1999), “A Model of
Customer Satisfaction with
Service Encounters Involving
Failure and Recovery,”
Journal of Marketing Research,
September, 356-372.
Garner, T. and J. Wagner,
(1991), “Economic Dimensions of
Household Gift-Giving,”
Journal of Consumer Research,
18, December, 368-379.
*Wagner, J. and S. Hanna,
(1983), “The Effectiveness of
Family Life Cycle Variables in
Consumer Expenditure Research,”
Journal of Consumer Research,
10, December, 281-291.
*Honorable Mention, Ferber
Award Competition for best paper
based on a doctoral dissertation
in consumer behavior.
Editorships
Editorial Review Boards:
Journal of Retailing and
Journal of Service Research
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