Krista Cummings

Assistant Professor

Academic Division: Marketing

Bio

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. Finally, Dr. Hill has an interest in applying much of this work in the healthcare field. She currently collaborates with researchers at Brigham and Women’s hospital, developing trainings for surgeons on apology and disclosure after a medical error.

Academic Degrees

  • Ph D, Northeastern University
  • MA, Northeastern University
  • BA, Northeastern University

Courses

Degree Courses 2016-2017

  • MKT 3510: MARKETING RESEARCH
  • SME 2011: PRINCIPLES OF MARKETING

Publications

Journal Articles

  • 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.
  • Hill, K.M., Boyd, D.P. (2015). Who should apologize when an employee transgresses? Source effects on apology effectiveness Journal of Business Ethics, 130(1), 163-170.
  • 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., Boyd, D.P. (2013). The components of a successful 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 Person Perception Accuracy: A Meta-Analysis. Basic and Applied Social Psychology, 34(6), 483-498.

Cases and Teaching Notes

  • Hill, K.M., Roggeveen, A.L., Grewal, D., Nordfalt, J. (2015). ICA: Changing the supermarket business, one screen at a time.
  • Hill, K.M., Roggeveen, A.L., Grewal, D., Nordfalt, J. (2015). Teaching Note - ICA: Changing the Supermarket Business, One Screen at a Time.

Book Chapters

  • Hartigan, D., Andrzejewski, S.A., Hill, K.M.Training people to be interpersonally accurate. In J. Hall (Ed.), : Cambridge University Press
  • Nordfalt, J., Grewal, D., Roggeveen, A.L., Hill, K.M. (2014). Insights from in-store marketing experiments.: Emerald Group Publishing Limited

Conference Proceedings

  • Hill, K., Ferris-Costa, K. (2016). Improving Students’ Online Presence with a Personal Branding Assignment.

Presentations

  • How to Respond When a Consumer Complains About Your Firm Online
    Hill, K., Roggeveen, A. How to Respond When a Consumer Complains About Your Firm Online Northeast Decision Sciences Institute Annual Conference, Springfield, MA (2017)
  • Should I Copy Her? A Meta-Analytic Synthesis Of Mimicry Effects
    Hill, K., Andrzejewski, S., Grewal, D., Puccinelli, N. Should I Copy Her? A Meta-Analytic Synthesis Of Mimicry Effects Association for Consumer Research, Berlin, Germany (2016)
  • Instructional revolution mediated by technology: The use of social media in the classroom.
    Ferris-Costa, K., Hill, K. Instructional revolution mediated by technology: The use of social media in the classroom. Northeast Decision Sciences Institute, Alexandria, Virginia (2016)
  • Improving students’ online presence with a personal branding assignment
    Hill, K., Ferris-Costa, K. Improving students’ online presence with a personal branding assignment American Marketing Association Collegiate Conference, New Orleans, LA (2016)
  • The use of social media in the classroom
    Hill, K., Ferris-Costa, K. The use of social media in the classroom New England Faculty Development Consortium, East Greenwich, Rhode Island (2015)
  • The influence of emotional responses on service recovery efforts
    Hill, K., Yule, J. The influence of emotional responses on service recovery efforts Association for Consumer Research, New Orleans, LA (2015)
  • The impact of service recovery strategies on consumer responses: A conceptual model and meta-analysis
    Hill, K., Roggeveen, A., Grewal, D. The impact of service recovery strategies on consumer responses: A conceptual model and meta-analysis Association for Consumer Research Conference, New Orleans, LA (2015)
  • Scale development of NOTSS-pt: Measuring patients’ perspectives of physicians’ non-technical skills
    Yule, J., Hill, K., McRitchie, A., Yule, S. Scale development of NOTSS-pt: Measuring patients’ perspectives of physicians’ non-technical skills AMA Winter Marketing Educators’ Conference, San Antonio, TX (2015)
  • When are apologies effective? Examining the components that increase an apology’s effectiveness
    Hill, K. When are apologies effective? Examining the components that increase an apology’s effectiveness AMA Winter Marketing Educators’ Conference, Orlando, FL (2014)
  • The role of curiosity in consumer behavior
    Hill, K., Fombelle, P. The role of curiosity in consumer behavior AMA Summer Marketing Educators’ Conference, Boston, MA (2013)
  • A meta-analysis of mimicry outcomes in consumer research settings
    Andrzejewski, S., Grewal, D., Hill, K. A meta-analysis of mimicry outcomes in consumer research settings European Association for Consumer Research Conference, Barcelona, Spain (2013)
  • When are apologies effective? A meta-analysis on the outcomes of apologies
    Hill, K., Colvin, R., Conlon, T. When are apologies effective? A meta-analysis on the outcomes of apologies Annual meeting of the Society for Personality and Social Psychology, New Orleans, LA (2013)
  • Predicting romantic relationship fate using nonverbal cues
    Hill, K., Tignor, S. Predicting romantic relationship fate using nonverbal cues The annual meeting of the Society for Personality and Social Psychology, New Orleans, LA (2013)
  • Careers outside of academia
    Hill, K., Ruben, M. Careers outside of academia The annual meeting of the Society for Personality and Social Psychology, San Diego, CA (2012)
  • Can training improve students’ interpersonal sensitivity? A meta-analysis on the effectiveness of training in adults
    Hill, K., Blanch-Hartigan, D., Andrzejewski, S. Can training improve students’ interpersonal sensitivity? A meta-analysis on the effectiveness of training in adults The annual meeting of the New England Conference for Teachers of Psychology, Fairfield, CT (2011)
  • The effectiveness of training to improve interpersonal sensitivity: A meta-analysis
    Blanch-Hartigan, D., Andrzejewski, S., Hill, K., Wittenbraker, C., Yu, X. The effectiveness of training to improve interpersonal sensitivity: A meta-analysis The annual meeting of the Society for Personality and Social Psychology, San Antonio, TX (2011)