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1 SARA VALENTINI Personal Data University of Bologna Department of Management Via Capo di Lucca, Bologna Education Web: Ph. D. in Marketing, Department of Management, University of Bologna 2007 Visiting at Tuck School of Business, Dartmouth College (NH) USA Laurea cum laude in Statistics, University of Bologna Academic Positions Associate Professor of Marketing, Department of Management, University of Bologna 2013-Present - Executive Board Committee Member - EMAC (European Marketing Academy). Italian National Representative. Triennial mandate Honours and Awards 2012 Invited as excellent scholar to the workshop on Multichannel Consumer Choice at the 9th Triennial Invitational Choice Symposium, Noordwijk, the Netherlands Does Multichannel Produce More Profitable Customers? winner of the Modeling Multichannel Customer Behavior Research Competition sponsored by The Marketing Science Institute and the Wharton Interactive Media Initiative (awarded funding) Customer Evolution in Sales Channel Migration selected among the nine presenting papers at the special John D. C. Little Festschrift (Marketing Science Conference 2009, Ann Arbor - Michigan) Best Paper of the Conference based on a Doctoral Dissertation Award for the paper entitled Customer Evolution in Sales Channel Migration 37 th EMAC Conference Brighton, UK, May 27-30, Best Paper Award for A Meta-Analysis of Satisfaction with Complaint Handling in Services (With. M. De Angelis, C. Orsingher) June 2007, QUIS 10, Quality in Services, Orlando, Florida University of Bologna Marco Polo Scholarship University of Bologna Ph.D. Full Scholarship. 1

2 Publications Montaguti, Elisa, Scott A. Neslin and Sara Valentini (2012), Do Marketing Campaigns Produce Multichannel Buying and More Profitable Customers? A Field Experiment, Marketing Science Institute Working Paper Series, Report No Valentini, Sara, Montaguti, Elisa and Scott A. Neslin (2011), Decision Process Evolution in Customer Channel Choice, Journal of Marketing, 75 (November), 72 86, Orsingher, Chiara, Marzocchi, Gian Luca and Sara Valentini (2011), Consumer (goal) satisfaction: A means-ends chain approach, Psychology & Marketing, 28(7), , Orsingher, Chiara, Valentini, Sara and Matteo De Angelis (2010), A Meta-analysis of Satisfaction with Complaint Handling in Services, Journal of the Academy of Marketing Science, 38 (2), , Valentini, Sara (2008), Segmentazione e Motivazioni della Customer Base. Un applicazione al contesto alberghiero, Ed Esculapio, Bologna. Valentini, Sara, Montaguti, Elisa and Scott A. Neslin (Forthcoming), Decision Process Evolution in Customer Channel Choice in From Little s Law to Marketing Science: Essays in Honor of John D.C. Little, eds. Glen Urban and John Hauser MIT Press. Working Papers / Under Review Montaguti, Elisa, Scott A. Neslin and Sara Valentini (2013), Do Marketing Campaigns Produce Multichannel Buying and More Profitable Customers? A Field Experiment, Under Review at Marketing Science. Current State: R&R1. Valentini, Sara, and Chiara Orsingher (2013), Redoubling emotions: An analysis of customers emotional patterns following service failure and recovery. Montaguti, Elisa, Scott A. Neslin and Sara Valentini (2013), The Impact of Cross-channel Buying on Customer Life Time Value. Montaguti E., Rossi, F., and S. Valentini (2014) Consumer impatience and market structure: The case of online pizza delivery Presentations at Conferences 2013 Redoubling emotions: An analysis of customers emotional patterns following service failure and recovery (with C. Orsingher). EMAC Conference, 4-7 June. Istabul, Turkey Does Multichannel Produce More Profitable Customer (with E. Montaguti e S. Neslin), SIG Track entitled Multichannel Customer Management EMAC 2

3 Conference, May. Ljubljana, Slovenia Does Multichannel Usage Produce More Profitable Customers? (with E. Montaguti e S. Neslin), Marketing Science Conference, 9-11 June. Houston Texas A Meta-Analytic Assessment of the Effects of Perceived Justice and Emotional Response in Service Recovery Situations (with C. Orsingher e M. De Angelis), EMAC Conference 2011, May. Ljubljana, Slovenia The Impact of Customer Multichannel Choices on Revenues and Retention (with E. Montaguti e S. A. Neslin), 32 nd Marketing Science Conference, June. Cologne (Germany) Does Multichannel Produce More Profitable Customers? (with S. Neslin e E. Montaguti), WIMI s and MSI s Crossplatform and Multichannel Customer Behavior December, Wharton School, Philadelphia (USA) Do Multichannel Customers Really Outperform? Retention, Revenues, and Multichannel Usage in a Contractual Setting (with S. Neslin e E. Montaguti), Marketing Science Conference, June. Ann Arbor, Michigan (USA) Do Multichannel Customers Really Outperform? Retention, Revenues, and Multichannel Usage in a Contractual Setting (with S. Neslin e E. Montaguti), EMAC, May. Nantes, France Customer Evolution in Sales Channel Migration (with S. Neslin e E. Montaguti), Marketing Science Conference, June. Vancouver, Canada Customer Evolution in Sales Channel Migration (with S. Neslin e E. Montaguti), EMAC Conference, May. Brighton, UK. (Best Paper Based on a Doctoral Dissertation) Generalisations About Satisfaction with Complaint Handling (with M. De Angelis e C. Orsingher) EMAC Conference, May, Reykjavik, Iceland A Meta-Analysis of Satisfaction with Complaint Handling in Services (with M. De Angelis e C. Orsingher) 10 th QUIS Conference, June, Quality in Services, Orlando, Florida. (Best Paper of the Conference) "Parcours Hiérarchiques de Satisfaction des Consommateurs de Services" (with C. Orsingher, G.L. Marzocchi), May 2004, XX Congrès de l'a.f.m., Saint Malo. 3

4 Invited Talks 26/06/2008 ESC Rouen Business School (Rouen, France) 02/10/2008 Politecnico di Milano DRIG DAY- (Milan, Italy) 20/10/2008 RSM Erasmus University (Rotterdam, the Netherlands) 18/12/2008 KOC University (Istanbul, Turkey) 29/11/2007 Mondadori Group (Milan, Italy) Teaching Activity SCHOOL OF ECONOMICS, MANAGEMENT, AND STATISTICS, UNIVERSITY OF BOLOGNA (FIRST AND SECOND CYCLE DEGREE PROGRAMS): 2008/ present - Marketing (taught in English) -First cycle degree in Business and Economics. 2013/ present Laboratorio di Social Media Marketing (taught in Italian) Second cycle degree in Business Administration. 2008/ /2013 Modelli di Marketing (taught in Italian) - Faculty of Economics, University of Bologna. PHD IN GENERAL MANAGEMENT, DEPARTMENT OF MANAGEMENT, UNIVERSITY OF BOLOGNA: 2012/ present - Introduction to Statistics (taught in English), PhD in General Management, Management Department, University of Bologna, Italy. 2009/ present module within Marketing Strategy (taught in English),, PhD in General Management, Management Department, University of Bologna, Italy. BOLOGNA BUSINESS SCHOOLÙ, BOLOGNA, MASTER UNIVERSITARI (FULL-TIME): 2009/2010 present Marketing Research (taught in English), Master in Marketing, Communication and New Media 2009/2010 present Marketing Research (taught in Italian), Master in Gestione d Impresa. 2009/2010 International Marketing Master in Processi di Internazionalizzazione. EXECUTIVE MBA, BOLOGNA BUSINESS SCHOOLÙ, BOLOGNA: 2011, Coordinator of the "Global Leadership Program, Italy Itinerary Tulane University (USA)" 2011, Welcome and Lecture - Made in Italy (taught in English) - Visiting Executive MBA (Tulane University, USA) 4

5 2011, 2012, Lecture Made in Italy (taught in English) Visiting Executive MBA (Stockholm School of Economics) Present Pre-Course in Statistics (taught in English), International Executive MBA. OTHER: 2009/2010 module within Customer Value Management Master in Management Multimediale Mediaset, Milano, Italy. 2009/2010 module within Marketing Master in Giornalismo, Scuola Superiore di Giornalismo, Ilaria Alpi, Bologna, Italy. Education Related Activities 2012 Consumer Analytics Program, Bologna Business School (Bologna). Peter Fader (Wharton School) and Bruce Hardie (London Business School) Invited to Bayesian Statistics & Marketing, London Business School (UK). Two day seminar with Peter Rossi (University of Chicago) 2006, Summer school in econometric models and panel data analysis. University of Bologna, Bertinoro, Italy. 2006, Summer school (with fellowship) in categorical data analysis, Paul Allison, Bologna Business School, University of Bologna, Bologna, Italy. 2005, Summer school in "Structural equation modeling with ordinal variables using Lisrel", Karl G. Joreskog, University of Bologna, Italy. Other Activities Since 2012 Ad Hoc Reviewer International Journal of Research in Marketing Since 2012 Ad Hoc Reviewer Journal of Interactive Marketing Since 2013 Ad Hoc Reviewer Journal of Retailing Since 2008 Reviewer Emac Conference. Since 2013 EMAC Climber Community Since 2008 member of the European Marketing Academy. Since 2008 member of Informs Society (Marketing). 5

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