Lerzan Aksoy

Lerzan Aksoy is Dean and George N. Jean Ph.D. Chair at Fordham University’s Gabelli School of Business, where she has been since 2008. She previously served as Associate Dean of Undergraduate Studies and Strategic Initiatives (2015–2022). Her academic roles include leadership in marketing education and research.

Education:

• Ph.D. in Marketing, Kenan-Flagler Business School, University of North Carolina at Chapel Hill
• M.B.A., George Mason University
• B.Sc. in Business Administration, Hacettepe University, Turkey

Research Interests:

Her work focuses on service research, customer loyalty, satisfaction, and innovation. Key themes include the Wallet Allocation Rule, ESG metrics, symbiotic value creation, and the impact of social innovation in service systems. She emphasizes bridging academic theory and practitioner needs, particularly in measuring customer loyalty and its business implications.

Publications & Awards:

A recipient of the 2022 AMA Lovelock Award for lifetime contributions to service research, Aksoy has authored NYT bestseller The Wallet Allocation Rule and over 50 peer-reviewed articles. Her work appears in top journals like Journal of Marketing, Journal of Service Research, and Harvard Business Review, addressing topics from customer experience innovation to pandemic-era service safety.

Service & Leadership:

• President of AMA Academic Council (2024)
• Past co-chair of AMA SERVSIG (2014–2018)
• Consultant to Filene Research Institute (credit unions)
• Fulbright Scholar

Labs & Impact:

Her research lab explores ESG metrics, social innovation, and service ecosystems. She collaborates with organizations to apply frameworks like the Wallet Allocation Rule to strategic decision-making.