In the Media
Research Mentions
When research makes a difference, it finds its way beyond academic journals. This page gathers media coverage, university features, and public spotlights where my work has been recognized. Each mention reflects a commitment to research that is not only rigorous but relevant to the world we live in
Video Feature · University of Memphis
Fogelman Findings: BCI Technology & Frontline Employee Well-Being
The Fogelman College of Business & Economics spotlighted this research exploring how Brain-Computer Interface (BCI) technology — devices that connect the human brain directly to computers — could reshape the daily experience of frontline employees. The feature discusses both the potential benefits and the ethical questions these emerging technologies raise for worker well-being, privacy, and autonomy in service environments.
Published in the Journal of Service Management, 2024
PaSF
Profiling as a
Service Failure
Press Feature · LSU E.J. Ourso College of Business · October 2025
Research@Ourso: More Than Just Bad Service
LSU’s E.J. Ourso College of Business featured this collaborative study that introduces a new concept: Profiling as a Service Failure (PaSF). The article explores how customers who are stereotyped based on characteristics like race, gender, or accent experience a distinct and damaging form of service failure — one that goes beyond a delayed order or a billing mistake. The research draws on nearly 100 real customer narratives and multiple studies to build a framework for understanding, and ultimately addressing, this overlooked problem in service settings.
Co-authored with Lindsey-Hall, K.K., Lorenz, M., Marti, C. & Fennell, P. · Journal of Service Research, 2025
Video Feature · Journal of Service Research
Profiling as a Service Failure
This video presentation dives into the research behind Profiling as a Service Failure (PaSF) — a concept that names and frames what happens when customers are discriminated against based on personal characteristics like race, accent, or gender in service settings. The study draws on real customer stories and in-depth interviews to build a comprehensive picture of how profiling unfolds, the emotions it triggers, and what businesses can do to recognize and recover from it.
Co-authored with Lindsey-Hall, K.K., Lorenz, M., Marti, C. & Fennell, P. · Journal of Service Research, 2025
More coming soon
Research that matters beyond the journal
For press inquiries or media requests, please get in touch at mjchvrri@memphis.edu