Birgit Leisen Pollack

Distinguished Professor

Office Hours:
Preferred Contact Method: Email or "Raise Your Hand" in Canvas
Preferred Contact Info:
Day(s): By appointment, will meet with students as needed


  • Ph.D. Marketing New Mexico State University 1998
  • MS Hospitality and Tourism Serivces New Mexico State University 1993
  • BA Business Management/Economics Universitat Trier, Fachbereich: Betriebswirtschaftlehre, Trier, Germany 1991
  • Leisen Pollack, B. Green Inspired Service Consumption: The Gen Z Consumer’s Perspective. Services Marketing Quarterly.
  • Leisen Pollack, B. (2021). Green Service Attributes and Amplifiers of the Warm Emotions Evoked by Them. Journal of Service Theory and Practice, 31(4), 512-533.
  • Alexandrov, A., & Leisen Pollack, B. (2020). What Makes a Brand Interesting? Why Care? Journal of Consumer Marketing, 37(5), 501-510.
  • Leisen Pollack, B. (2019). Mechanism Connecting Environmental Friendliness to Service Loyalty: The Role of Positive Customer Emotions and Satisfaction. Services Marketing Quarterly, 40(2), 157-171.
  • Leisen Pollack, B. (2017). Effects of Exit Barriers on Word of Mouth Activities. Journal of Services Marketing, 31(6), 512-526.
  • Leisen Pollack, B. (2017). The Divergent ‘Loyalty’ Behaviors of a Captive Consumer. Services Marketing Quarterly, 38(2), 74-87.
  • Leisen Pollack, B. (2016). The Linkages between Customer Satisfaction and Four Loyalty Behaviors in the Presence of Moderators. Rediscovering the Essentiality of Marketing. Developments in Marketing Science: Proceedings of the Academy of Marketing Science., 731-732.
  • Leisen Pollack, B. (2015). Are moderators of the customer satisfaction—repurchase intention relationship contingent on the service category? An exploratory investigation. Services Marketing Quarterly, 36(4), 335-351.
  • Leisen Pollack, B. (2014). Why do Consumers Stay when Things are Bad and Leave when Things are Good? Journal of Relationship Marketing, 13(3), 191-206.
  • Bublitz, M., & Leisen Pollack, B. (2014). Are Students Tightening Their Belts? Student Income and Spending Patterns in Turbulent Economic Times.
  • Alexandrov, A., & Leisen Pollack, B. (2013). Exploring and Conceptualizing Brand Interestingness.
  • Leisen Pollack, B. (2013). Typology of Moderators of the Customer Satisfaction—Repurchase Intention Relationship: Escape Assistants and Capture Assistants.
  • Leisen Pollack, B., & Alexandrov, A. (2013). Nomological Validity of the Net Promoter© Index Question. Journal of Services Marketing, 27(2), 118-129.
  • Leisen Pollack, B. (2013). Satisfaction and Customer Loyalty Link: The Moderating Role of Service Locus of Control. Services Marketing Quarterly, 34(1), 18-33.
  • Arbaugh, B., Godfrey, M., Hwang, A., Leisen Pollack, B., & Niendorf, B. (2012). Quantitative Research Methods in Online Business Education: 2000-2010: A Review and Comparison by Discipline.
  • Leisen Pollack, B., Lilly, B. S., & (2012). End of Semester Grading. WI Business Education Journal.
  • Leisen Pollack, B. (2011). A Re-examination of the Nature of the Service Satisfaction and Customer Loyalty Relationship through the Lens of Attribution Theory.
  • Leisen Pollack, B. (2011). Assessing the Nomological Validity of the Net Promoter Index Question (NPI).
  • Niendorf, B., Godfrey, M., Arbaugh, B., Johnson, M., Leisen Pollack, B., & Wresch, B. (2009). Research in Online and Blended Learning in the Business Disciplines: Key Findings and Possible Future Directions. Internet and Higher Education, 12(2), 71-87.
  • Tippins, M., Lilly, B. S., & Leisen Pollack, B. (2007). The Effects Of Relationship Management Instruments On Loyalty: The Case Of Customer Terminology. Services Marketing Quarterly, 28(3).
  • Tippins, M., Lilly, B. S., & Leisen Pollack, B. (2004). A Broadened Sales Curriculum: Exploratory Evidence. Journal Of Marketing Education 26(3), 26(3).
  • Leisen Pollack, B., Lilly, B., & Winsor, R. D. (2002). The Effects Of Organizational Culture And Market Orientation On The Effectiveness Of Strategic Marketing Alliances. Journal Of Services Marketing 16(2/3).
Conference Presentations:
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