Mary C. Gilly

Paul Merage School of Business

PH.D., University of Houston
M.B.A., Southern Methodist University

Phone: (949) 824-6154
Fax: (949) 824-8469

University of California, Irvine
Paul Merage School of Business
SB 401
University of California
Mail Code: 3125
Irvine, CA 92697
Research Interests
Professor Gilly is an expert in marketing, with an emphasis on services marketing, customer service, internal marketing and e-commerce quality.
Research Abstract
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.
Professional Societies
American Marketing Association
Association for Consumer Research
American Association of Advertising
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