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Who is Timothy Keiningham ?

Timothy Keiningham Timothy L. Keiningham is Senior Vice President & Head of Consulting for Ipsos Loyalty. Tim is a recognized authority in the areas of service marketing and linking service improvement efforts to the bottom-line. A prolific writer, Tim has several books to his credit. His most recent book, Loyalty Myths: Hyped Strategies that Will Put You Out of Business And Proven Tactics that Really Work, by John Wiley and Sons, exposes the fallacies of most of the conventional wisdom surrounding customer loyalty.

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Tim is co-author of the book The Customer Delight Principle: Exceeding Customers Expectations for Bottom-Line Success, 2001 by McGraw Hill. He is co-author of the book Return on Quality: Measuring the Financial Impact of Your Company's Quest for Quality, 1994 by Irwin Professional Publishing. His work on return on quality resulted in a cover story in Business Week and Entrepreneur magazine called Return on Quality the book that gave the questions about quality a focus and the movement a name. He is also co-author of the book Service Marketing and is co-editor of the book Readings in Service Marketing, both 1996 by HarperCollins.

Tim received the Excellence in Service Research Award (with Tiffany Perkins-Munn and Heather Evans) for the best paper to appear in the Journal of Service Research. Tim was also awarded the Alpha Kappa Psi Foundation Award (with Roland Rust and Anthony Zahorik) from the American Marketing Association / Journal of Marketing for the article judged by the editorial review board to represent the most significant contribution to the advancement of the practice of marketing. His articles have appeared in such publications as Journal of Marketing, Journal of Service Research, Interfaces, Marketing Management, Managing Service Quality, Financial Executive, Journal of Retail Banking, and American Banker. Tim also serves on the editorial review board of the Journal of Marketing, Journal of Service Research and the Cornell Hotel and Restaurant Administration Quarterly.

He earned a BA from Kentucky Wesleyan College and an MBA from Vanderbilt University's Owen Graduate School of Management.

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