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John Huppertz

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Associate Professor and Chair, MBA Healthcare Management Program
Capital Region Campus

Phone: 518-631-9892
Curriculum Vitae

Ph.D., Social Psychology, Syracuse University, 1978
M.A., Social Psychology, Syracuse University, 1976
B.A., English, Xavier University, 1973

Peer-Reviewed Publications

Huppertz, John W., and Peter Otto (2017), "Predicting Patient Satisfaction from Comments on Hospitals’ Social Media Pages: A Sentiment Analysis." Health Care Management Review, forthcoming.

Huppertz, John W., R. Alan Bowman, George Y. Bizer, Mandeep S. Sidhu, and Colleen McVeigh (2016), “Hospital Advertising, Competition, and HCAHPS: Does It Pay to Advertise?” Health Services Research, forthcoming.

Darivemula, Shilpa, John W. Huppertz, and Elena Rosenbaum (2016). “Decreasing Wait Times in a Family Medicine Clinic – A Creative Approach.”Family Doctor: Journal of the New York State Academy of Family Physicians, 5 (1), 35-39.

Huppertz, John W. (2015), “The Effort Model Of Consumer Complaining Behavior: An Update And New Research Directions.” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 27 (4), 2-5.

Huppertz, John W., and Robert Smith (2014), “The Value of Patients’ Handwritten Comments on HCAHPS Surveys.” Journal of Healthcare Management, 59 (1), 31-47.

Huppertz, John W., Martin Strosberg, Stacey Burns, and Imran Chaudhri (2014), “An Examination of the Uniqueness of Healthcare Management Using a Linguistic Analysis of Competency Models.” Journal of Health Administration Education, 31 (3), 197-214.

Huppertz, John W., Delon McAllister, Corinne Simisky, and Jonathan Wetzel (2011), “Rapid Testing of Marketplace Innovation: The Case of Health Information Exchange.” Journal of Health Administration Education, 29 (3), 315-324.

Carlson, Jay, John W. Huppertz, R. Alan Bowman, James Lambrinos, Martin A. Strosberg, and Natalia A. Kutzer (2011), "Volunteering Time Decisions: A Multi-factor Experimental Study," International Journal of Nonprofit and Voluntary Sector Marketing, 16 (2), 150-165.

Huppertz, John W., and Jay P. Carlson (2010), “Consumers’ Use of HCAHPS Ratings and Word-of-Mouth in Hospital Choice,” Health Services Research, 45 (6), 1602-1613.

Morrisson, Olivier, and John W. Huppertz (2010), “External Equity, Loyalty Program Membership, and Service Recovery,” Journal of Services Marketing, 24 (3), 244-254.

Belasen, Alan T., and John W. Huppertz (2009), “Designing and Implementing a Mission-Driven, Student-Centered Assessment Program,” Journal of Health Administration Education, 26 (1), 5-26.

Mittal, Vikas, John W. Huppertz, and Adwait Khare (2008), Customer Complaining: The Role of Tie Strength and Information Control,” Journal of Retailing, 84 (2), 195-204.

Huppertz, John W. (2008), “Predicting Health Plan Member Retention from Satisfaction Surveys: The Moderating Role of Intention and Complaint Voicing,”Health Marketing Quarterly, 25 (4), 383-404.

Carlson, Jay P., John W. Huppertz, and Presha E. Neidermeier (2008), “Price and Consumer Cost Responsibility Effects on Quality Perceptions and Price Negotiation Likelihood for Healthcare Services,” Health Marketing Quarterly, 25 (4), 303-328.

Huppertz, John W. (2007), “Firms’ Complaint Handling Policies and Consumer Complaint Voicing,” Journal of Consumer Marketing, 24 (7), 428-437.

"Passion vs. Dispassion: The Role of Marketing Research at the Corporate Table," Marketing Research, Summer 2003

“An Effort Model of First-Stage Complaining Behavior," Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, October 2003.

“Service Failure, Recovery Failure, and Telling the Whole Wide World About It," Paper presented at the AMA Frontiers in Services Marketing Conference, October 2003

"Measuring Components of Equity in the Marketplace: Perceptions of Inputs and Outcomes by Satisfied and Dissatisfied Consumers," in New Dimensions of Consumer Satisfaction and Complaining Behavior, November, 1979

"On the Possibility of the Existence and Measurement of Negative Inputs in Social Exchange," Personality and Social Psychology Bulletin, April 1978

"An Application of Equity Theory to Buyer-Seller Exchange Situations," Journal of Marketing Research, May, 1978.

John Huppertz