Biography
Sandy Jap is the Sarah Beth Brown Endowed Professor of Marketing at the Goizueta Business School at Emory University. Her research focuses on strategic partnering, business-to-business management, channels of distribution, and go-to-market strategies. She has published widely across the top academic journals in marketing and management science. She is among the top 2% of most cited scholars and scientists worldwide across 22 scientific fields and 176 subfields.
She has received numerous awards, including a Lifetime Achievement Award from the American Marketing Association (AMA) Interorganizational Special Interest Group, the Innovative Marketing Award from the Marketing Management Association, and many paper awards for her contributions and service to the academy. She is an AMA and Marketing Science Institute (MSI) fellow as well as at Institute for the Study of Business Markets (ISBM) at the Pennsylvania State University and the Direct Selling Education Foundation (DSEF). She is currently an MSI board member, and a former editor-in-chief at Marketing Letters.
She is the author of Partnering with the Frenemy, and co-author of A Field Guide to Channel Strategy; both are how-to books on going to market strategy. She is a former faculty member at the MIT Sloan School of Management and the Wharton School. Her PhD is from the University of Florida (Go Gators!).
Education
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PhD in MarketingUniversity of Florida
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BSc in MarketingUniversity of Florida
Guardians of Trust: How Review Platforms Can Fight Fakery and Build Consumer Trust
As customers increasingly rely on online reviews for making consumption decisions, the dangers arising from misinformation and fakery have become an acute source of concern for consumers, firms, and society at large. Many online review platforms claim a role as guardians of trust in the information exchange process. Yet, little is known about the practices firms can utilize to design platforms that build and safeguard consumer trust. The authors draw on governance and identity disclosure literature streams to propose five practices that mitigate fakery and build trust in the platform: monitoring, exposure, community building, status endowment, and identity disclosure.
Winning the new channel war on Amazon and third-party platforms
The top online marketplaces in the world, such as Alibaba, Amazon, eBay and others, sold $2.7 trillion in 2020, or 62% of global web sales that year. Despite the promise of unfettered access to customers, the reality is that most sellers struggle with unprecedented unauthorized “rogue resellers.” These often anonymous, third party individuals and firms may not provide the quality experiences aligned with customers’ expectations of a brand and often market their goods in competition with trusted partners.
Can Encroachment Benefit Hotel Franchisees?
Franchise encroachment is the addition of an outlet in the vicinity of existing franchisees. It is a highly contentious issue resulting in revenue cannibalization of incumbent locations. Against this backdrop, we consider the possibility that the addition of same brand outlets can in fact, create positive effects via customer utility and ultimately, benefit franchisees. This may be due to a range of mechanisms such as quality signaling, learning, or brand awareness, resulting in a positive pathway on franchisee performance.
Many (Un)happy Returns? The Changing Nature of Retail Product Returns and Future Research Directions
The sheer magnitude of product returns should give anyone interested in retailing pause: in 2018, out of $3,688 billion in total retail sales, $369 billion—roughly 10%!—were returned to retailers post-purchase (National Retail Federation 2018). Ofcourse, the headline number alone does not tell the whole story. Returns, which often vary by channel (higher for online than offline sales) and by season (higher during the winter holidays), also differ dramatically in terms of how “legitimate” the returns are, how difficult they are to process, how re-sellable the items are, and how positively or negatively the returns process affects customers’ attitudes toward the retailer. Each of these factors can have major implications for retailers’ short and long-term performance.