Professor Lerzan Aksoy's research interests are in service research, including customer satisfaction, employee satisfaction, innovation and social innovation, its relationship to loyalty, firm performance and societal wellbeing.
A prolific writer, Professor Aksoy has co-authored or edited five books. Her most recent book, The Wallet Allocation Rule, is a New York Times and USA Today bestseller.
Professor Aksoy's research has received more than a dozen prestigious scientific awards, including the Marketing Science Institute/H. Paul Root Award from the Journal of Marketing, Citations of Excellence "Top 50" Award and Robert Johnston Outstanding Paper Award (3 times) from the Journal of Service Management. Her articles have been published in top tier journals in marketing (such as the Journal of Marketing, Journal of Marketing Research, Marketing Science, Journal of Academy of Marketing Science, Journal of Interactive Marketing), strategy (including Harvard Business Review, MIT Sloan Management Review) and service research (such as the Journal of Service Research and Journal of Service Management).
She is associate editor for the Journal of Service Research and serves on the editorial review boards of International Journal of Research in Marketing, Journal of Business Research, Journal of Public Policy and Marketing, Journal of Interactive Marketing, Journal of Service Management and Journal of Service Theory and Practice. She was selected "Best Reviewer of the Year" among the editorial review board members of both the Journal of Service Research and Journal of Service Management.
Professor Aksoy served as co-chair of AMA SERVSIG (American Marketing Association - Service Special Interest Group) from 2014 - 2018 and worked with Filene Research Institute from 2012 - 2016 doing research with credit unions. She currently serves on the Board of Trustees of Marketing Edge, is a member of the Academic Council of the AMA (American Marketing Association) and serves as the academic partner for the American Innovation Index.
She has also been featured in media including CNN, CNBC and publications such as The Wall Street Journal, BrandWeek and Harvard Business Online.
Professor Aksoy is a keynote speaker at academic and industry conferences and has presented in Belgium, China, Egypt, Greece, Jordan, Peru, Sweden, the Netherlands, Turkey, the United Arab Emirates, the United Kingdom and the United States. She has provided executive training and consulting to credit unions in the US, and companies including Sony, Ford, Pfizer, Nielsen and L'Oreal. Prior to joining Fordham, Professor Aksoy was an associate professor at Koç University in Istanbul, Turkey.