Kris Lindsey Hall

Associate Professor
Department of Marketing

Contact
lindseyhall@lsu.edu
225-578-8321
2125 Business Education Complex South

Education
PhD Marketing, The University of Alabama, 2017
MS Master of Science/Marketing, The University of Alabama, 2013

 

Kris Lindsey Hall headshot

Lindsey Hall, Kristina K., Ripinka Koli Patil, and Ji (Miracle) Qi, (forthcoming) “The Dimensionality of the Collaborative Economy from a Service-Dominant Logic Lens: A Conceptual Typology and Research Agenda,” Journal of Service Theory and Practice.

Alhouti, Sarah, and Kristina K. Lindsey Hall, (2026) “Designing Service Recovery with Purpose: Shifting Consumer Preferences Toward Prosocial Recovery,” Journal of Consumer Marketing, 1-15, https://doi.org/10.1108/JCM-03-2025-7733.

Lindsey Hall, Kristina K. [1], Susana Jaramillo[1], Melanie Lorenz, Candice Marti, and Patrick Fennell (2025), “Profiling as a Service Failure,” Journal of Service Research, 28 (3), 389-412, https://doi.org/10.1177/10946705241300668. [1]First two authors made equal contributions.
Awarded Roland J. Rust JSR Best Paper Award 2025

Brown, Davis, Kristina K. Lindsey Hall, Patrick Fennell, and Melanie Lorenz, (2025), “When Service Becomes Surveillance: Pressures in FLE Guardianship,”Journal of Services Marketing, 1-19, https://doi.org/10.1108/JSM-08-2025-0507. 

Jeseo, Vincent[1] and Kristina K. Lindsey Hall[1], (2025) “A Framework for Inclusive Service Experiences (FISE): Bridging the Gap Between Traditional and Immersive Offerings,” Journal of Service Theory and Practice, 1-27, https://doi.org/10.1108/JSTP-12-2024-0468.

Folse, Judith Anne Garretson, Dora E. Bock, Stephanie M. Mangus, and Kristina K. Lindsey Hall (2025), “Online chat encounters: Satisfying customers through dialogical interaction,” Journal of Business Research, 190: 115197, https://doi.org/10.1016/j.jbusres.2025.115197 

Alhouti, Sarah, Kristina K. Lindsey Hall, Andrew Kuo, and Thomas L Baker (2025), “Socially Responsible Cocreation in the Service Recovery: The Role of Pride in Prosocial Compensation,” European Journal of Marketing, 59 (3), 820-847, https://doi.org/10.1108/EJM-11-2022-0808. 

Alhouti, Sarah, Kristina K. Lindsey Hall, and Thomas L Baker, (2024) “Enhancing CSR and Purchase Intent in Service Recovery: Investigating the Interplay of Prosocial Compensation, Hedonic, and Luxury Purchases,” Journal of Services Marketing, 38 (8), 957-974, https://doi.org/10.1108/JSM-11-2023-0409. 

Lindsey Hall, Kristina K., Candice L. Marti, Nicole M. Boylan, Thomas L. Baker, and Jessica L. Ogilvie, (2024), “Frontline Ambidexterity: A Systematic Review and Future Research Agenda,” Journal of Personal Selling and Sales Management, 44 (1), 50-73, https://doi.org/10.1080/08853134.2023.2263172. 

Fennell[1], Patrick, Melanie Lorenz[1], Kristina Lindsey Hall[1], and Mick Andzulis (2023), “Not My Circus, Not My Monkeys? Frontline Employee Perceptions of Customer Deviant Behavior and Service Firms' Guardianship Policies,” Journal of Service Research, 26 (3), 422-440, https://doi.org/10.1177/10946705231163881. 

Lindsey Hall[1], Kristina K., Eric Michel[1], Sven Kepes, Laurence Weinzimmer, Anthony Wheeler, Ji (Miracle) Qi, and Matt Leon (2023), “A Q&A primer and systematic review of meta-analytic reporting within service research,” Journal of Service Management, 34 (5), 995-1020, https://doi.org/10.1108/JOSM-07-2022-0229. 

Lindsey Hall, Kristina K., Susana Jaramillo, Thomas L. Baker, and Daniel Bachrach (2023),”An examination of frontline employee‐customer incidental similarities in service failure and recovery contexts,” Psychology and Marketing, 40 (6), 1047-1060, http://doi.org/10.1002/mar.21809. 

Qi, Ji (Miracle), Sijun Wang, and Kristina K. Lindsey Hall (2023), “Bridging Employee Engagement and Customer Engagement in a Service Context,” Journal of Business Research, 160, 113803, https://doi.org/10.1016/j.jbusres.2023.113803. 

Michel[1], Eric, Kristina K. Lindsey Hall[1], Sven Kepes, Matt Leon, Ji (Miracle) Qi, Laurence Weinzimmer, and Anthony Wheeler, (2023), “Bridging Two Tales of Engagement: A Meta-Analytic Review of Employee Engagement and Customer Engagement in a Frontline Service Context,” Journal of Service Management, 34(5), 843-866, https://doi.org/10.1108/JOSM-06-2019-0171. 

Lindsey Hall, Kristina K., Ji (Miracle) Qi, R. Glenn Richey, Jr., and Ripinka Patil, (2022) “Collaboration, Feedback, and Performance: Supply Chain Insights from Service-Dominant Logic,” Journal of Business Research, 146, 385-397, https://doi.org/10.1016/j.jbusres.2022.03.055. 

Lindsey Hall, Kristina, Susana Jaramillo, Thomas L. Baker, and Julian Arnold (2021) “Authenticity, Rapport, and Interactional Justice in Frontline Service: The Moderating Role of Need for Uniqueness,” Journal of Services Marketing, 35(3), 367-380. https://doi.org/10.1108/JSM-11-2019-0434. 

Baker, Thomas L., Paul Fombelle, Clay Voorhees, Kristina Lindsey Hall, and Blake A. Runnalls (2019), “Majority versus Minority Influence Associated with Online Reviews: An Eye Tracking Investigation,” In Hollebeek, Linda & Sprott, David (Eds.) Handbook of Research on Customer Engagement. Edward Elgar Publishing.

Abosag, Ibrahim, Thomas L. Baker, Kristina Lindsey Hall, Aliki-Dimitra Voulgari, and Xiaoyuan Zheng (2017) “Antecedents and Consequences of Liking in Service Relationships,” International Business Review, 26(3), 566-578, http://dx.doi.org/10.1016/j.ibusrev.2016.11.003. 

Lindsey Hall, Kristina, Thomas L. Baker, Tammy Hunt, Martha Andrews, and Adam Rapp (2016), “The Importance of Product/Service Quality for Frontline Marketing Employee Outcomes: The Moderating Effect of Leader-Member Exchange (LMX),” Journal of Marketing Theory and Practice, 24(1), 23-41. https://doi.org/10.1080/10696679.2016.1089762. 

Richey, R. Glenn, Tyler R. Morgan, Kristina Lindsey Hall, and Frank Adams (2016), “A Global Exploration of Big Data in The Supply Chain,” International Journal of Physical Distribution & Logistics Management, 46(8), 710-739, https://doi.org/10.1108/IJPDLM-05-2016-0134. 

Hood, Karen, Christopher Hopkins, Kevin Shanahan, and Kristina Lindsey Hall (2015), “The Influence of Interactivity on Visit and Purchase Frequency: The Moderating Role of Website Informational Features,” Journal of Internet Commerce, 14(3), 294-315, https://doi.org/10.1080/15332861.2015.1084137. 

Lindsey, Kristina K., Deborah Spake, and Mathew Joseph (2011), “Young Adults and US Healthcare Reform: Views and Marketing Strategy,” Journal of Medical Marketing, 11(4), 312-319. (Published from undergraduate Research Thesis)

[1] Indicates authors made equal contributions.

Research Interests: As an organizational frontline and service marketing researcher, Kris’s work draws on interdisciplinary perspectives and multiple research methods to examine issues at the intersection of marketing strategy and service management. Her primary research interests include:

  • Frontline employee-customer interactions with an emphasis on service failure, recovery, and guardianship
  • Technology innovation and integration in frontline service, including AI and biometric technologies for decision support, service delivery, and employee and customer well-being
  • Service inclusion, profiling, and justice, including how perceptions of vulnerability and fairness shape frontline decision making and service outcomes
  • Stakeholder engagement and multi-actor collaboration across service, sales, and supply networks
  • Firm strategy at the frontline and its influence on employee and organizational performance

Teaching Interests: Kris's primary teaching interests include Marketing Management, which she has taught as an undergraduate capstone marketing course and at the doctoral level, as well as Consumer Behavior and Services marketing.

  • Journal of Consumer Marketing, Associate Editor (2024-Present)
  • Journal of Service Management, Associate Editor (2025-Present)
  • Journal of Retailing, Editorial Review Board Member (2026-2029)
  • Journal of Service Theory and Practice, Editorial Advisory Board Member (2025-Present)
  • Journal of Service Management, Special Issue Guest Editor (2025-Present), “Reimagining the Service-Profit Chain: Multidisciplinary Insights for an Age of Disruption”
  • E. J. Ourso College of Business Scholarship Committee, Chair (Fall 2020-Present), Member (Fall 2017-Present)
  • E. J. Ourso College of Business Dean’s Research Contribution Committee, Member (2026)
  • AMA Retailing & Pricing SIG (RAPSIG), Vice President of Communications (2020-2022), Vice President of Outreach (2022-2024)
  • Southeastern Marketing Symposium, Event Co-Chair (2023-2024)
  • John A. Howard/AMA Doctoral Dissertation Award Committee, Reviewer (2025-2026)
  • Ad Hoc Reviewer: Annals of Tourism Research, European Journal of Marketing, International Journal of Management Reviews, Journal of Business Ethics, Journal of Business Logistics, Journal of Business Research, Journal of Marketing Theory and Practice, Journal of Personal Selling & Sales Management, Journal of Service Management, Journal of Service Research, Journal of Services Marketing, Journal of Service Theory and Practice, Journal of the Academy of Marketing Science, and AMS Review
  • Community Advisory Service: BRCC Diagnostic Medical Sonography Advisory Board (2025-Present); Magnolia Children’s Group Advisory Board (2026); Louisiana Court Appointed Special Advocates (CASA) Conference Speaker and Classroom Partner (2025–2026)
  • Professional Memberships: American Marketing Association (AMA), SERVSIG, RAPSIG, Academy of Marketing Science (AMS), Marketing Science Institute (MSI), Society for Marketing Advances (SMA), and National Center for Faculty Development & Diversity (NCFDD)
  • Roland J. Rust Journal of Service Research Best Paper Award, 2025
  • Dean’s Excellence in Research Award, E. J. Ourso College of Business, 2025-2026 
  • Louisiana Board of Regents Research Grant, Co-PI, $461,108 funded ($809,649 total project), 2021-2026
  • C-I Teaching Fellow, LSU Geaux Communicate Initiative, 2023-2024 
  • LSU Provost’s Fund for Innovation in Research, Principal Implementer, $7,500, 2024
  • Dean’s Excellence in Teaching Award, E. J. Ourso College of Business, 2022-2023 
  • Young Scholar Research Award Finalist, Organizational Frontlines Research, 2021 
  • Best Paper in Services, Retailing, and Customer Experience Track, American Marketing Association, 2021 
  • Tiger Athletic Foundation Teaching Award, Louisiana State University, 2020 
  • Excellence in Research by a Doctoral Student Award, College Nominee, Culverhouse College of Commerce, 2017 
  • ESPRMC Graduate Research Symposium Paper Presentation Merit Award, 2017 
  • Steven J. Shaw Best Paper in Conference Award, Society for Marketing Advances, 2016 
  • University of Alabama Graduate Council Research Fellowship, $64,450, 2016-2017

Baker, T. L, Fombelle, P., Vorhees, C., Lindsey Hall, K. K, and Runnalls, B. A (2019). The Impact of Customer Engagement Behaviors and Majority/Minority Information on The Use of Online Reviews In Linda Hollebeek; David Sprott (Ed.), Handbook of Research on Customer Engagement

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