Professor
Paul Merage School of Business

Professor Gilly is an expert in marketing, with an emphasis on services marketing, customer service, internal marketing and e-commerce quality.

www.gsm.uci.edu/faculty/index.asp

Professor Gilly's research focuses on the indirect and often unintended consequences of marketing actions. Her interests include customer service and complaint management as means to increase the effectiveness of marketing efforts. An additional interest of Professor Gilly is the effect of advertising on an organization's employees. A new area of interest is e-commerce and defining a quality online purchase experience.

American Marketing Association

Association for Consumer Research

American Association of Advertising

Link to this profile
https://faculty.uci.edu/profile/?facultyId=2706

Last updated
07/15/2011