Cherie Rains

Cherie Rains

  • Assistant Professor of Marketing, College of Business
M 56 Carnell Learning Center
Education

Ph.D., Purdue University (1999)

M.A., Syracuse University (1996)

B.A., Trenton State College (1994)

Publications

Keen, C.N., Wetzels, M.G.M , de Ruyter, K.C, and Feinberg, R.A. (2004). E-tailers versus retailers: Which factors determine consumer preferences. Journal of Business Research, Volume 57, Issue 7, Pp. 685-695.

Wiertz, C., de Ruyter, K.C., Keen, C.N., and Streukens, S. (2004). Cooperating for service excellence in multi-channel service systems: An empirical assessment. Journal of Business Research, Volume 57, Issue 4, Pp. 424-436.

Feinberg, R.A., Keen, C.N., Kim, I.S., Kadem, R., and Hokama, L. (2001). The Integrated Web Access Center: Some Lessons and Insights. The Quarterly Journal of Electronic Commerce, Vol. 2, No. 3. Pp. 279-285.

Feinberg, R.A., Kim I.S., Hokama, L., de Ruyter, K.C., and Keen, C.N. (2000). Operational determinants of caller satisfaction in the call center. International Journal of Service Industry Management. May. Vol. 11, No. 2. Pp. 131-141.

Burgers, A., de Ruyter, K.C., Keen, C.N., and Streukens, S. (2000). Customer expectation dimensions of voice-to-voice service encounters: A scale-development study. International Journal of Service Industry Management. May. Vol. 11, No. 2. Pp. 142-161.

Keen, C.N., de Ruyter, K.C., Wetzels, M.G.M., and Feinberg, R.A. (2000). An empirical analysis of consumer preferences regarding alternative service delivery modes in emerging electronic service markets. The Quarterly Journal of Electronic Commerce. Vol. 1, No. 1. Pp. 31-47.

Keen-Rains, C.N., Grainer, M. and Beinhacker, D. (2012). Results from the Complaint Rate Benchmarking Survey in the CPG Industry. Customer Relationship Management. Vol.17, No . 3. Pp. 28-31.

Keen, C.N. (2003). The SOCAP CCMM: Your Roadmap to Greater Contact Center Efficiency. Customer Relationship Management. Vol.8, No . 6. Pp. 7-10.

Keen, C.N. (2003). Executing Your Game Strategy – Is Self-service Worth Your Company’s Investment? Customer Relationship Management. Vol.8, No . 5. Pp. 6-10.

Keen, C.N. and de Ruyter, K.C. (2000). Consumer Preferences in Emerging Electronic Markets. TeleBusiness Magazine. March. No. 3, Pp. 48-51.

Keen, T.R. and Keen, C.N. (1998). Conducting a Team Audit. Training and Development Magazine. February. Vol. 52, No. 2. Pp. 13-15.

Presentations

Feinberg, R.A., and Keen, C.N. (2001, July). Consumer Preferences in the Emerging E-service Environment. Paper presented at World Marketing Congress, Cardiff, Wales.

Feinberg, R.A., Stanton, J., Keen, C.N., Kim, I.S., Hokama, L., and de Ruyter, K.C. (2000, July). Attraction as the Determinant of Mall Choice. Paper presented at the 7th International Conference on Recent Advances in Retailing and Services Science, Sintra, Portugal.

Feinberg, R.A., Keen, C.N., Kim, I.S., de Ruyter, K.C., and Wetzels, M.G.M. (1999, June). Customer Care Centers as a Critical Element in a Customer Satisfaction: Benchmarking Research in the U.S., the Netherlands, and Germany. Paper presented at the Academy of Marketing Science Biennial World Marketing Congress, Qwara, Malta.

Feinberg, R.A., Keen, C.N., and Kim, I.S. (1998, September). Call Centers as a Critical Element in a Customer Satisfaction and Service Strategy: Three Years of Call Center Benchmarking Research. Paper presented at the Frontiers in Services Conference, Vanderbilt University, Nashville, TN.

Keen, C.N. (1998, November). Cohort Effects on Credit Card Possession and Use. Paper presented at the Association for Financial Counseling and Planning Education annual conference, Fort Lauderdale, FL.