Kris Lindsey Hall

Associate Professor Louisiana State University

  • Baton Rouge LA

Dr. Hall's interests fall at the intersection of the marketing strategy and consumer behavior research.

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Louisiana State University

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Biography

Kris Lindsey Hall is an Assistant Professor of Marketing at Louisiana State University. Kris received her PhD and M.S. in Marketing from The University of Alabama where she also worked as a graduate research and teaching assistant and graduate marketing consultant. Additionally, Kris has instructed Consumer Behavior and Marketing Management at the undergraduate level. Kris received her B.B.A. in Marketing from St. Mary’s University in San Antonio, Texas, where she graduated as a Greehey Scholar, and received both the Presidential Award and the Dean’s Future Leader Award.

As an organizational frontline and service marketing researcher, her primary areas of interest fall at the intersection of the marketing strategy and consumer behavior research domains, including:
• Frontline employee-customer interactions (emphasis on service failure and recovery)
• Stakeholder engagement and multi-actor collaboration
• Firm strategy at the sales-service interface
• The role and influence of interdisciplinary research for service management

Kris’ research has been accepted or published in the Journal of Service Research, Journal of Business Research, Journal of Service Management, Journal of Marketing Theory and Practice, International Journal of Physical Distribution & Logistics Management, Journal of Personal Selling and Sales Management, Journal of Internet Commerce, and International Business Review, among others.

Kris has received five grants and a fellowship to pursue her research, which has been presented at over 38 international, national, and regional conferences. She has also been instrumental in developing the LSU Behavioral Lab. Previously, she gained professional experience in marketing, branding, customer-service, and cost-control administration in the hospitality, financial services, and petrochemical industries.

Areas of Expertise

Consumer Behavior
Marketing Strategy
Marketing Management
Services Marketing

Research Focus

Services Marketing & Customer Engagement

Dr. Hall’s research focuses on services marketing—frontline customer–employee engagement, technology integration, and supply-chain influences on service outcomes. She combines field experiments, survey analytics, and service-design modeling to show how interaction quality, digital tools, and operational linkages drive customer satisfaction and performance.

Education

The University of Alabama

Ph.D.

Marketing

2017

The University of Alabama

M.S.

Marketing

2013

Accomplishments

Dean’s Excellence in Teaching Award, E.J. Ourso College of Business

2022

Young Scholar Research (YSR) Award Finalist, 5th Annual YSR Competition

, 2021

Best Paper in Services, Retailing, and Customer Experience Track, American Marketing Association

2021

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Media Appearances

What degrees are LSU students getting? Engineering, business soar, humanities decline

The Advocate  online

2023-08-31

Beyond the available options presented, LSU assistant professor of marketing Kris Lindsey Hall said the E.J. Ourso College of Business faculty is intentional about capturing students' attention in their principal classes and building relationships to retain them within their programs.

“I work with seniors and by the time they come to me, they’ve already had a really supportive and naturing environment," Hall said. "I think that really helps us with graduating so many students because they come in and they want to stay and we give them the tools that they need to be able to do that.”

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Articles

Online chat encounters: Satisfying customers through dialogical interaction

Journal of Business Research

2025

This research examines the effects of dialogical interaction within online chat (DIOC) on satisfaction, given the marketplace prevalence of these online customer–agent interactions and limited scholarly evidence about their impact. Drawing on service-dominant logic, person–environment fit theory, and existing dialogical interaction (DI) literature, the authors assess predictions using six experiments, including one on the live chat platform Slack, to demonstrate that DIOC significantly boosts satisfaction, especially among customers with utilitarian versus hedonic motives. This effect is explained by goal congruency. The authors also investigate boundary conditions where DIOC’s impact varies, finding it more beneficial for utilitarian-motivated customers when customer–agent similarity is low.

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Socially responsible cocreation in service recovery: the role of pride in prosocial compensation

European Journal of Marketing

2025

Purpose
This study explores the incorporation of prosocial compensation in service recoveries by allowing customers to cocreate the process through compensation choice, explains the underlying mechanism driving these results and identifies a boundary condition for these effects.
Design/methodology/approach
Three scenario-based experimental studies are conducted to test the proposed hypotheses.

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Profiling as a Service Failure

Journal of Service Research

2025

Profiling occurs when negative stereotype assumptions based on personal characteristics (e.g., gender, age, race, or sexual orientation, among others) are applied to individuals, resulting in discrimination. Using a mixed-methods approach, this work explores how customers experience or anticipate profiling in a service setting, which constitutes a special type of service failure. Using a critical incident technique, study 1 establishes that customers feel stereotyped in retail service settings and that these profiling experiences constitute service failures that generate various emotions and coping behaviors, which are exacerbated when customers anticipate profiling will occur.

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Affiliations

  • American Marketing Association (AMA)
  • Academy of Marketing Science (AMS)
  • Society for Marketing Advances (SMA)
  • National Center for Faculty Development & Diversity (NCFDD)
  • Consortium for the Advancement of Research Methods and Analysis (CARMA)

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