Professor John Huppertz joined the faculty of Clarkson University’s School of Business after its merger with Union Graduate College in February 2016, where he serves as Associate Professor and Chair of the MBA Program in Healthcare Management. He received his Ph.D. in Social Psychology from Syracuse University. Prior to joining Union Graduate College, Dr. Huppertz was managing partner, marketing and research services at Eric Mower and Associates, where he conducted marketing research and served as strategic marketing consultant for clients such as Blue Cross Blue Shield, Bristol Myers Squibb, Carrier, Crouse Health, Cayuga Medical Center, Eastman Kodak, Fisher Price, the Guthrie Clinic, Kendal Corporation, Rochester General Hospital, Siemens, and Welch-Allyn.
In 2008, Dr. Huppertz was named Interim President of Union Graduate College, and he returned to the faculty in 2009.
Dr. Huppertz’ research papers have appeared in the Journal of Marketing Research, Health Services Research, Health Care Management Review, Journal of Healthcare Management, Journal of Retailing, Journal of Health Administration Education, Health Marketing Quarterly, Personality and Social Psychology Bulletin, Journal of Consumer Marketing, Journal of Service Marketing, and Marketing Research. In 2004 he received the David K. Hardin Award from the American Marketing Association, for the best peer-reviewed article in Marketing Research. His research interests focus on patient experience, customer satisfaction and marketing effectiveness.
Patient Experience and the HCAHPS survey, hospital advertising, marketing effectiveness in healthcare, social media in healthcare.
In 2004 he received the David K. Hardin Award from the American Marketing Association, for the best peer-reviewed article in Marketing Research.
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.