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Timothy L. 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. The Globe and Mail (Toronto, Canada) counted Loyalty Myths as the Number 4 best business book of the year; Soundview Executive Book Summaries chose Loyalty Myths as one of the 30 best business books of 2006. Tim is co-author of the book The Customer Delight Principle: Exceeding Customers' Expectations for Bottom-Line Success, c 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, c 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 c 1996 by HarperCollins. Tim's article, "The Brand-Customer Connection," (with Lerzan Aksoy, Tiffany Perkins-Munn and Terry G. Vavra) was awarded the Citations of Excellence "Top 50" award (top 50 management papers of approximately 20,000 papers reviewed) for 2005 from Emerald Management Reviews. 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." Another article he co-authored (with Tiffany Perkins-Munn, Lerzan Aksoy, and Demitry Estrin) was a finalist for best paper in Managing Service Quality. Tim also has received the 2006 best reviewer award from the Journal of Service Research. His articles have appeared in such publications as Journal of Marketing, Journal of Service Research, MIT Sloan Management Review, Journal of Relationship Marketing, International Journal of Service Industry Management, Interfaces, Marketing Management, Managing Service Quality, Journal of Consumer Marketing, Financial Executive, Journal of Retail Banking, and American Banker. Tim also serves on the advisory board of the Journal of Relationship Marketing, and on the editorial review boards of the Journal of Marketing, and the Journal of Service Research. He earned a BA from Kentucky Wesleyan College and an MBA from Vanderbilt University's Owen Graduate School of Management.
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