RESEARCH
Dr. Hill’s research background is in service recovery. Specifically, she examines the factors that render apologies and service recovery strategies more effective. This research has multiple implications for customer relationship management and the methodological skills involved in this research (i.e., meta-analysis, measuring nonverbal behavior, turning qualitative data into quantitative data) have many applications. Dr. Hill is also interested in consumer affect. Currently, she is working on several projects exploring the affective state of curiosity as well as emotional contagion and mimicry.
PUBLICATIONS
Hill, K. M., Fombelle, P. W., & Sirianni, N. J. (2016). Shopping under the influence of curiosity: How retailers use mystery to drive purchase motivation. Journal of Business Research, 69(3), 1028-1034.
Hartigan, D., Andrzejewski, S.A., & Hill, K.M. (2016). Training Person Perception Accuracy: The Past, Present and Future. In J Hall (Ed.), The Social Psychology of Perceiving Others Accurately.
Hill, K., Roggeveen, A., Grewal, D., & Nordfält, J. (2015). ICA: Changing the Supermarket Business, One Screen at a Time. Babson Worldwide, A Special Case Collection published by Babson College.
Hill, K., Roggeveen, A., Grewal, D., & Nordfält, J. (2015). Teaching Note - ICA: Changing the Supermarket Business, One Screen at a Time. Babson Worldwide, A Special Case Collection published by Babson College.
Hill, K. M., & Boyd, D. P. (2014). Who Should Apologize When an Employee Transgresses? Source Effects on Apology Effectiveness. Journal of Business Ethics, 1-8.
Nordfält, J., Grewal, D., Roggeveen, A. L., & Hill, K. M. (2014). Insights from In-Store Marketing Experiments. Shopper Marketing and the Role of In-Store Marketing (Review of Marketing Research, Volume 11) Emerald Group Publishing Limited, 11, 127-146.
Ruben, M. A., Hill, K. M., & Hall, J. A. (2014). How women's sexual orientation guides accuracy of interpersonal judgements of other women. Cognition and Emotion, 28(8), 1512-1521.
Hill, K.M. (2014, February). When are apologies effective? Examining the components that increase an apology’s efficacy. In G. Hunter & T. Steenburgh (Eds.), 2014 Winter Marketing Educators’ Conference Proceedings. AMA Winter Educators Conference, Orlando, Florida, 21-23 February (pp. 39-42)
Hill, K.M. & Fombelle, P.W. (2013, August). The role of curiosity in consumer behavior. In R. Slotegraaf & D. Griffith (Eds.), 2013 AMA Summer Educators’ Conference Proceedings: Innovating and Collaborating in a Global Marketplace. AMA Summer Educators Conference, Boston, Massachusetts, 9-11 August (pp. 12-19).
Hill, K.M. & Boyd, D. (2013). The effective CEO apology. Journal of Business Case Studies, 9(2), 89-96.
Blanch-Hartigan, D., Andrzejewski, S.A., & Hill, K.M. (2012). The effectiveness of training to improve interpersonal sensitivity: A Meta-Analysis. Basic and Applied Social Psychology, 34(6), 483-498.
Hartigan, D., Andrzejewski, S.A., & Hill, K.M. (2016). Training Person Perception Accuracy: The Past, Present and Future. In J Hall (Ed.), The Social Psychology of Perceiving Others Accurately.
Hill, K., Roggeveen, A., Grewal, D., & Nordfält, J. (2015). ICA: Changing the Supermarket Business, One Screen at a Time. Babson Worldwide, A Special Case Collection published by Babson College.
Hill, K., Roggeveen, A., Grewal, D., & Nordfält, J. (2015). Teaching Note - ICA: Changing the Supermarket Business, One Screen at a Time. Babson Worldwide, A Special Case Collection published by Babson College.
Hill, K. M., & Boyd, D. P. (2014). Who Should Apologize When an Employee Transgresses? Source Effects on Apology Effectiveness. Journal of Business Ethics, 1-8.
Nordfält, J., Grewal, D., Roggeveen, A. L., & Hill, K. M. (2014). Insights from In-Store Marketing Experiments. Shopper Marketing and the Role of In-Store Marketing (Review of Marketing Research, Volume 11) Emerald Group Publishing Limited, 11, 127-146.
Ruben, M. A., Hill, K. M., & Hall, J. A. (2014). How women's sexual orientation guides accuracy of interpersonal judgements of other women. Cognition and Emotion, 28(8), 1512-1521.
Hill, K.M. (2014, February). When are apologies effective? Examining the components that increase an apology’s efficacy. In G. Hunter & T. Steenburgh (Eds.), 2014 Winter Marketing Educators’ Conference Proceedings. AMA Winter Educators Conference, Orlando, Florida, 21-23 February (pp. 39-42)
Hill, K.M. & Fombelle, P.W. (2013, August). The role of curiosity in consumer behavior. In R. Slotegraaf & D. Griffith (Eds.), 2013 AMA Summer Educators’ Conference Proceedings: Innovating and Collaborating in a Global Marketplace. AMA Summer Educators Conference, Boston, Massachusetts, 9-11 August (pp. 12-19).
Hill, K.M. & Boyd, D. (2013). The effective CEO apology. Journal of Business Case Studies, 9(2), 89-96.
Blanch-Hartigan, D., Andrzejewski, S.A., & Hill, K.M. (2012). The effectiveness of training to improve interpersonal sensitivity: A Meta-Analysis. Basic and Applied Social Psychology, 34(6), 483-498.
WORKING PROJECTS
Yule, J., Hill, K.M., and Yule, S. (2016). Scale development of PENTS: Measuring patients’ evaluation of physicians’ non-technical skills.
As the healthcare industry across the world moves toward a more patient centered approach, the need to accurately capture the patient experience is high. Recent changes to physician training have introduced non-technical skills. NTS are the cognitive and social skills that compliment technical skill in order for physicians to be safe and effective in their role. Current measures of service quality neglect this aspect of physician skill in evaluating the patient experience in hospital. The PENTS scale is introduced to capture patients’ perspectives of NTS. Results offer a scale that is valid, reliable and offers discriminant and predictive validity. This study is the first to introduce NTS to the marketing literature.
Hill, K.M., Yule, J., Shapiro, J., and Dellaripa, P. (2016). Training to improve apology and disclosure: A patient-centered approach.
Although the importance of apology and disclosure after a medical error is recognized, a gap exists between patient expectations and medical professional behaviors. The current study assesses the efficacy of a new apology and disclosure training as evaluated by patients. The comprehensive training included role-playing scenarios and a didactic module. The multi-component training significantly improved disclosure effectiveness. Patients preferred post-training disclosures over pre-training ones. Furthermore, we find that disclosure priorities differ for patients and medical professionals. Medical professionals tend to offer more cognitive disclosures, while patients prefer more affective disclosures. The current training helped to lessen this gap.
Hill, K.M., Roggeveen, A., & Grewal, D. (2016). The impact of service recovery strategies on consumer responses: A conceptual model and meta-analysis.
Within the recovery domain of services research, the prevailing issues tend to pertain to how firms can recover from service failures, but this existing research considers aspects of service failure and recovery efforts without developing an overarching framework. The authors seek to stimulate research and dialogue by proposing a comprehensive framework that integrates findings from the field, generates testable research propositions, and focuses on how four service recovery strategies (compensation, empathetic response, information, type of interaction with customer) affect consumer responses (equity, disconfirmation, affect, evaluations, intentions). The authors construct the framework to reflect the moderating effect of factors related to the service failure (type of failure, severity, and attributions) and the firm (reputation, service guarantee, empowerment of employees, technology, and speed of recovery).
Andrzejewski, S.A., Hill, K.M., & Grewal, D. (2016). A meta-analysis of mimicry outcomes in consumer research settings.
This meta-analysis quantitatively summarizes the literature on the relationship between mimicry and consumer response (e.g., evaluation, consumption, behavior, etc.). In addition, this meta-analysis explores several potential moderators of the relationship between mimicry and consumer response (e.g., domain, nonverbal vs. verbal mimicry, conscious vs. nonconscious mimicry, etc.).
As the healthcare industry across the world moves toward a more patient centered approach, the need to accurately capture the patient experience is high. Recent changes to physician training have introduced non-technical skills. NTS are the cognitive and social skills that compliment technical skill in order for physicians to be safe and effective in their role. Current measures of service quality neglect this aspect of physician skill in evaluating the patient experience in hospital. The PENTS scale is introduced to capture patients’ perspectives of NTS. Results offer a scale that is valid, reliable and offers discriminant and predictive validity. This study is the first to introduce NTS to the marketing literature.
Hill, K.M., Yule, J., Shapiro, J., and Dellaripa, P. (2016). Training to improve apology and disclosure: A patient-centered approach.
Although the importance of apology and disclosure after a medical error is recognized, a gap exists between patient expectations and medical professional behaviors. The current study assesses the efficacy of a new apology and disclosure training as evaluated by patients. The comprehensive training included role-playing scenarios and a didactic module. The multi-component training significantly improved disclosure effectiveness. Patients preferred post-training disclosures over pre-training ones. Furthermore, we find that disclosure priorities differ for patients and medical professionals. Medical professionals tend to offer more cognitive disclosures, while patients prefer more affective disclosures. The current training helped to lessen this gap.
Hill, K.M., Roggeveen, A., & Grewal, D. (2016). The impact of service recovery strategies on consumer responses: A conceptual model and meta-analysis.
Within the recovery domain of services research, the prevailing issues tend to pertain to how firms can recover from service failures, but this existing research considers aspects of service failure and recovery efforts without developing an overarching framework. The authors seek to stimulate research and dialogue by proposing a comprehensive framework that integrates findings from the field, generates testable research propositions, and focuses on how four service recovery strategies (compensation, empathetic response, information, type of interaction with customer) affect consumer responses (equity, disconfirmation, affect, evaluations, intentions). The authors construct the framework to reflect the moderating effect of factors related to the service failure (type of failure, severity, and attributions) and the firm (reputation, service guarantee, empowerment of employees, technology, and speed of recovery).
Andrzejewski, S.A., Hill, K.M., & Grewal, D. (2016). A meta-analysis of mimicry outcomes in consumer research settings.
This meta-analysis quantitatively summarizes the literature on the relationship between mimicry and consumer response (e.g., evaluation, consumption, behavior, etc.). In addition, this meta-analysis explores several potential moderators of the relationship between mimicry and consumer response (e.g., domain, nonverbal vs. verbal mimicry, conscious vs. nonconscious mimicry, etc.).
PROFESSIONAL PRESENTATIONS
Hill, K.M., & Ferris-Costa, K. (2016, April). Instructional revolution mediated by technology: The use of social media in the classroom. Presented at the Northeast Decision Sciences Institute 2016 Annual Conference, Alexandria, Virginia.
Hill, K.M., & Ferris-Costa, K. (2015, November). The use of social media in the classroom. Poster session presented at the 2015 New England Faculty Development Consortium, East Greenwich, Rhode Island.
Hill, K.M., Roggeveen, A., & Grewal, D. (2015, October). The impact of service recovery strategies on consumer responses: A conceptual model and meta-analysis. Presented as a poster at the 2015 Association for Consumer Research Conference, New Orleans, Louisiana.
Hill, K.M., & Yule, J. (2015, October). The influence of emotions responses on service recovery efforts. Presented as a poster at the 2015 Association for Consumer Research Conference, New Orleans, Louisiana.
Yule, J. Hill, K.M., McRitchie, A., and Yule, S. (2015, February). Scale development of NOTSS-pt: Measuring patients’ perspectives of physicians’ non-technical skills. Poster session presented at the 2015 AMA Winter Marketing Educators’ Conference, San Antonio, Texas.
Hill, K.M. (2015, February). Using social media in the classroom. Presented at the Bridgewater State University Social Media Week, Bridgewater State University.
Hill, K.M. (2015, February). How psychology plays a role in business. Presented at the Bridgewater State University Psychology Club meeting, Bridgewater State University.
Hill, K.M. (2014, November). Customizing social justice messages. Presented at the CARS New Faculty Research Forum, Bridgewater State University.
Hill, K.M. (2014, February). When are apologies effective? Examining the components that increase an apology’s effectiveness. Presented at a competitive paper sessions at the 2014 AMA Winter Marketing Educators’ Conference, Orlando, Florida.
Hill, K.M., & Fombelle, P. (2013, August). The role of curiosity in consumer behavior. Presented at a competitive paper session at the 2013 AMA Summer Marketing Educators’ Conference, Boston, Massachusetts.
Andrzejewski, S.A., Grewal, D., & Hill, K.M. (2013, July). A meta-analysis of mimicry outcomes in consumer research settings. Presented at the 2013 European Association for Consumer Research Conference, Barcelona, Spain.
Hill, K.M., & Fombelle, P. (2013, June). The role of curiosity in consumer behavior. Presented at the 13th international research symposium on Service Excellence in Management, Karlstad, Sweden.
Hill, K.M., Colvin, C.R., & Conlon, T. (2013, January). When are apologies effective? A meta-analysis on the outcomes of apologies. Poster session presented at the annual meeting of the Society for Personality and Social Psychology, New Orleans, LA.
Tignor, S. & Hill, K.M. (2013, January). Predicting romantic relationship fate using nonverbal cues. Poster session presented at the annual meeting of the Society for Personality and Social Psychology, New Orleans, LA.
Hill, K.M. & Boyd, D.P. (2012, October). The components of a successful CEO apology. Presented at the International Business and Economics Research Conference Clute Institute, Las Vegas, NV.
Hill, K.M. & Ruben, M. (2012, January). Careers outside of academia (Symposium Chair). Presented at the annual meeting of the Society for Personality and Social Psychology, San Diego, CA.
Hill, K.M., Blanch-Hartigan, D., & Andrzejewski, S.A. (2011, October). Can training improve students’ interpersonal sensitivity? A meta-analysis on the effectiveness of training in adults. Poster session presented at the annual meeting of the New England Conference for Teachers of Psychology, Fairfield, CT.
Blanch-Hartigan, D., Andrzejewski, S.A., Hill, K.M., Wittenbraker, C.H., & Yu, X. (2011, January). The effectiveness of training to improve interpersonal sensitivity: A meta-analysis. Poster session presented at the annual meeting of the Society for Personality and Social Psychology, San Antonio, TX.
Hill, K.M., & Ferris-Costa, K. (2015, November). The use of social media in the classroom. Poster session presented at the 2015 New England Faculty Development Consortium, East Greenwich, Rhode Island.
Hill, K.M., Roggeveen, A., & Grewal, D. (2015, October). The impact of service recovery strategies on consumer responses: A conceptual model and meta-analysis. Presented as a poster at the 2015 Association for Consumer Research Conference, New Orleans, Louisiana.
Hill, K.M., & Yule, J. (2015, October). The influence of emotions responses on service recovery efforts. Presented as a poster at the 2015 Association for Consumer Research Conference, New Orleans, Louisiana.
Yule, J. Hill, K.M., McRitchie, A., and Yule, S. (2015, February). Scale development of NOTSS-pt: Measuring patients’ perspectives of physicians’ non-technical skills. Poster session presented at the 2015 AMA Winter Marketing Educators’ Conference, San Antonio, Texas.
Hill, K.M. (2015, February). Using social media in the classroom. Presented at the Bridgewater State University Social Media Week, Bridgewater State University.
Hill, K.M. (2015, February). How psychology plays a role in business. Presented at the Bridgewater State University Psychology Club meeting, Bridgewater State University.
Hill, K.M. (2014, November). Customizing social justice messages. Presented at the CARS New Faculty Research Forum, Bridgewater State University.
Hill, K.M. (2014, February). When are apologies effective? Examining the components that increase an apology’s effectiveness. Presented at a competitive paper sessions at the 2014 AMA Winter Marketing Educators’ Conference, Orlando, Florida.
Hill, K.M., & Fombelle, P. (2013, August). The role of curiosity in consumer behavior. Presented at a competitive paper session at the 2013 AMA Summer Marketing Educators’ Conference, Boston, Massachusetts.
Andrzejewski, S.A., Grewal, D., & Hill, K.M. (2013, July). A meta-analysis of mimicry outcomes in consumer research settings. Presented at the 2013 European Association for Consumer Research Conference, Barcelona, Spain.
Hill, K.M., & Fombelle, P. (2013, June). The role of curiosity in consumer behavior. Presented at the 13th international research symposium on Service Excellence in Management, Karlstad, Sweden.
Hill, K.M., Colvin, C.R., & Conlon, T. (2013, January). When are apologies effective? A meta-analysis on the outcomes of apologies. Poster session presented at the annual meeting of the Society for Personality and Social Psychology, New Orleans, LA.
Tignor, S. & Hill, K.M. (2013, January). Predicting romantic relationship fate using nonverbal cues. Poster session presented at the annual meeting of the Society for Personality and Social Psychology, New Orleans, LA.
Hill, K.M. & Boyd, D.P. (2012, October). The components of a successful CEO apology. Presented at the International Business and Economics Research Conference Clute Institute, Las Vegas, NV.
Hill, K.M. & Ruben, M. (2012, January). Careers outside of academia (Symposium Chair). Presented at the annual meeting of the Society for Personality and Social Psychology, San Diego, CA.
Hill, K.M., Blanch-Hartigan, D., & Andrzejewski, S.A. (2011, October). Can training improve students’ interpersonal sensitivity? A meta-analysis on the effectiveness of training in adults. Poster session presented at the annual meeting of the New England Conference for Teachers of Psychology, Fairfield, CT.
Blanch-Hartigan, D., Andrzejewski, S.A., Hill, K.M., Wittenbraker, C.H., & Yu, X. (2011, January). The effectiveness of training to improve interpersonal sensitivity: A meta-analysis. Poster session presented at the annual meeting of the Society for Personality and Social Psychology, San Antonio, TX.