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 2019

    • Degree Courses 2018

      • MKT 3550 CONSUMER BEHAVIOR
      • SME 2011 PRINCIPLES OF MARKETING
      • MKT 3510 MARKETING RESEARCH
      • MKT 7510 MARKETING RESEARCH & ANALYSIS

    Publications

    Journal Articles

    • Yule, J., Hill, K.M., Yule, S. (2018). Development and evaluation of a patient-centered measurement tool for surgeons’ non-technical skills. British Journal of Surgery. Vol: 105, Issue: 7, Page: 876-884. John Wiley & Sons Ltd..
    • Hill, K.M., Blanch-Hartigan, D. (2017). Physician gender and apologies in clinical interactions. Patient Education and Counseling. Vol: 101, Issue: 5, Page: 836-842. Elsevier Ireland Ltd..
    • 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. Vol: 69, Issue: 3, Page: 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. Vol: 130, Issue: 1, Page: 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. Vol: 28, Issue: 8, Page: 1512-1521. Routledge.
    • Hill, K.M., Boyd, D.P. (2013). The components of a successful CEO apology. Journal of Business Case Studies. Vol: 9, Issue: 2, Page: 89-96. Clute Institute for Academic Research.
    • 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. Vol: 34, Issue: 6, Page: 483-498. Psychology Press.

    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. Babson Worldwide, A Special Case Collection..
    • Hill, K.M., Roggeveen, A.L., Grewal, D., Nordfalt, J. (2015). Teaching Note - ICA: Changing the Supermarket Business, One Screen at a Time. Babson Worldwide, A Special Case Collection.

    Book Chapters

    • Blanch-Hartigan, D., Andrzejewski, S., Hill, K.M. (2016). Training people to be interpersonally accurate: The Social Psychology of Perceiving Others Accurately. Page: 253-269. Cambridge University Press.
    • Nordfalt, 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). Vol: 11, Page: 127-146. Emerald Group Publishing Limited.

    Conference Proceedings

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

    Presentations

    • A meeting of minds: Exploring practical and intellectual synergies between business and health communication disciplines Hartigan, D. Yule, J. Hill, K. Schmid Mast, M. 16th International Conference on Communication in Healthcare, Porto, Portugal (2018)
    • Development and evaluation of a patient-centered measurement tool for surgeons' non-technical skills Yule, J. Hill, K. Yule, S. 16th International Conference on Communication in Healthcare, Porto, Portugal (2018)
    • How to Respond When a Consumer Vindictively Complains About Your Firm Online Hill, K. Roggeveen, A. 2018 Summer American Marketing Association Conference, Boston, MA (2018)
    • How to Respond when a Consumer Complains about your firm online Hill, K. Rogeveen, A. Grewal, D. American Marketing Association, Boston (2018)
    • Physician Gender and Apologies in Clinical Interactions Hill, K. Blanch-Hartigan, D. International Conference on Communication in Healthcare (ICCH) & Health Literacy Annual Research Conference (HARC), Baltimore, MD (2017)
    • How to Respond When a Consumer Complains About Your Firm Online Hill, K. Roggeveen, A. 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. 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. Northeast Decision Sciences Institute, Alexandria, Virginia (2016)
    • Improving students’ online presence with a personal branding assignment Hill, K. Ferris-Costa, K. American Marketing Association Collegiate Conference, New Orleans, LA (2016)
    • The use of social media in the classroom Hill, K. Ferris-Costa, K. New England Faculty Development Consortium, East Greenwich, Rhode Island (2015)
    • The influence of emotional responses on service recovery efforts Hill, K. Yule, J. 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. 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. AMA Winter Marketing Educators’ Conference, San Antonio, TX (2015)
    • When are apologies effective? Examining the components that increase an apology’s effectiveness Hill, K. AMA Winter Marketing Educators’ Conference, Orlando, FL (2014)
    • The role of curiosity in consumer behavior Hill, K. Fombelle, P. AMA Summer Marketing Educators’ Conference, Boston, MA (2013)
    • A meta-analysis of mimicry outcomes in consumer research settings Andrzejewski, S. Grewal, D. Hill, K. 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. 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. The annual meeting of the Society for Personality and Social Psychology, New Orleans, LA (2013)
    • Careers outside of academia Hill, K. Ruben, M. 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. 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 annual meeting of the Society for Personality and Social Psychology, San Antonio, TX (2011)
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