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Kristen DeTienne

Professor of Organizational Behavior and Human Resources,
Management

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Biography

Kristen Bell DeTienne, M.A., Ph.D. is a Full Professor in the Department of Organizational Leadership and Strategy at Brigham Young University. Kristen teaches undergraduate and graduate courses in negotiation and organizational behavior.

Dr. DeTienne earned her Ph.D. from the University of Southern California, where she also taught classes and conducted research. She worked as a Consulting Associate for Oasis Management Consultants in Long Beach, California.

Dr. DeTienne’s research has received international recognition. She received the “Outstanding Paper Award” for her article in Competitiveness Review. Her monitoring legislation article was selected for Best of the American Bar Association. Her research was awarded outstanding article of the year by the Association for Business Communication. She won the Best of Conference Honors at the Organizational Behavior Teaching Conference. She received the “Best Paper” award from the Southwest Academy of Management.

Kristen’s books, Guide to Electronic Communication, and Management Communication, are used internationally. She has published over 70 peer-reviewed journal articles, book chapters, and conference proceedings.

Kristen is an active member of the Decision Sciences Institute, the Academy of Management, and the Management Communication Association. She is also a registered Organizational Development Professional through the Organizational Development Institute. She is currently conducting research that examines customer compliments, ethics, and employee accounts.

She has been chosen as a speaker for international conferences of the Academy of Management, International Decision Sciences, International Human Resource Management, and the International Council for Technical Communication. She can be reached at detienne@byu.edu or (801) 422-4189.

Group Affiliations

  • Academy of Management — 1991

Selected Publications

  • "How to manage an employee with depression", Harvard Business Review Guide to Better Mental Health at Work, Harvard Business School Press, Cambridge, MA, 2022
  • "Assessing the detrimental effects of service variability on consumer confidence and behavior.", Journal of Service Research, Edition 3, Volume 24, Pages 405-420, Sage, Michael K. Brady, 2021
  • "Moral development in business ethics: An examination and critique", Journal of Business Ethics, Edition 6, Volume 170, Pages 429-448, Springer, R. Edward Freeman, 2021
  • "Dealing with Dysfunction: Negotiating with Difficult Individuals", Negotiation Journal, Edition Summer, Harvard, Cambridge, MA, Joel Cutcher-Gershenfeld, 2020
  • "How to Manage an Employee with Depression", Harvard Business Review, Volume Winter, Harvard Business School, Cambridge, MA, 2020
  • "An empirical study of service recovery quality and customer retention", Journal of Management Research, Edition No. 4, Volume Volume 19, Pages 235-249, 2019
  • "Fostering an ethical culture on your sales team", Harvard Business Review, Edition June, Page 3, Harvard Business School, Cambridge, MA, 2019
  • "The power of surveys: How they could increase repeat business.", Keller Center Research Reports, Edition 1, Volume 11, Pages 2-7, Baylor University, Waco, TX, Andrea Dixon, 2018
  • "The Archer: An experiential exercise", Business Education Forum, Edition 3, Volume 72, Pages 38-41, National Business Education Association, Reston, VA, National Business Education Association, 2018
  • "Ethics Allegations Will Hurt White House Staffers Even If They Turn Out to Be False", Harvard Business Review, Edition 6/2, Volume June, Pages 1-2, Harvard Business School, Cambridge, MA, Eben Harrel, 2017
  • "Mere measurement “Plus”: How solicitation of open-ended positive feedback influences customer purchase behavior.", Journal of Marketing Research, Edition 1, Volume 54, Pages 156–170, American Marketing Association, Chicago, IL, 2017
  • "Conflict of interest in business and society: The limits of disclosure in behavioral ethics", Paper presented at the 2016 Meeting of the International Association for Business and Society, International Association for Business and Society, Park City, UT, 2016
  • "So, What Happened?: Broken Promises, Managerial Accounts, and Healing Fractured Relationships in Organizations", Society for Business Ethics, Anaheim, CA, 2016
  • "Power, guilt, responsibility, and accounts", Academy of Management Conference, 2016
  • "Pro-social framing effects", Paper presented at the 2016 Meeting of the International Association for Business and Society, Park City, UT, 2016
  • "Neural networks in strategic marketing: Exploring the possibilities", Journal of Strategic Marketing, Edition 1, Volume 9, Pages 1-12, Taylor and Frances, Carolyn Strong, 2015
  • "Practicing the Healer’s Art: An Agentic-Relational Approach to Negotiation", Business and Professional Ethics Journal, Edition 1, Volume 34, Pages 1-22, Institute for Business and Professional Ethics, Chicago, IL, Mollie Painter-Morland and Bas van der Linden, 2015
  • "Beyond instrumentalism: A relational approach to negotiation", Negotiation Journal, Edition 13(1), Volume January, Pages 31-46, Harvard Law School, Cambridge, MA, Michael Wheeler, Harvard, 2015
  • "Ethical Behavior", Research Companion to Ethical Behavior in Organizations, Pages Chapter 2, Edward Elgar Publishing, Northampton, MA, 2014
  • "Let Me Explain— Which Accounts are Effective for Repairing Psychological Contract Breaches?", Proceedings of the 42nd Annual Meeting of the Western Decision Sciences Institute., Decision Sciences Institute, Long Beach, CA, 2013
  • "DeTienne, K. B. & Lizon, R. (2013, March). Let Me Explain— Which accounts are effective for repairing psychological contract breaches?", Pages 1-32, Long Beach, CA, 2013
  • "The Impact of Moral Stress Compared to Other Stressors on Employee Fatigue, Job Satisfaction, and Turnover: An Empirical Investigtion", Journal of Business Ethics, Edition 3, Volume 110, Pages 377-391, Springer, 2012
  • "Jack in the Box: A Case Study in Communication Strategy", Journal of Organizational Behavior Education, Edition 1, Volume 4, Pages 1-14, Nielson, Edinburgh, Midlothian, Lynn Isabella (University of Virginia, Darden, USA) Business Communication Education Section: Michael Netzley (Singapore Management University, Singapore) and Gina Poncini (University of Milan, Italy), 2012
  • "A Model of Profitable Service Recovery", Service Science Research, Strategy and Innovation: Dynamic Knowledge Management Methods, Volume Chapter 26, IGI Global, Hershey, PA, N. Delener, 2012
  • "Fishing for Compliments and Complaints: The Influence of Solicited Customer Feedback and Company Acknowledgement on Customer Attitudes and Intentions", MSI Reports, Volume 2009, Pages 51-75, Marketing Science Institute, Cambridge, MA, 2009
  • "Harnessing the power of positive feedback.", Insights from MSI., Volume 1, Pages 3-4, Marketing Science Institute., Cambridge, MA, 2009
  • "Engaging Embedded Information: Toward a Holistic Theory of Knowledge Transfer in Organizations.", Competitiveness Review, Volume 19, Pages 323-341, 2009
  • "Engaging Information: Toward a Theory of Knowledge Transfer in Organizations", Competitiveness Review, Volume 19, Pages 323-341, 2009
  • "Intranets and Business Model Innovation: Managing Knowledge in the Virtual Organization", Knowledge Management and Business Model Innovation, Volume XII, Pages 198-215, 2001
  • "Intranets and the Virtual Corporation: Successfully Putting the Management into Knowledge Management", Idea Group Publishing: Hershey, PA, 2000
  • "Practicing the healer's art: Moral agency, strong relationality, and negotion", Business and Professional Ethics, Page 38

Experience

Academic - Post-Secondary

  • Visiting Professor, Pforzheim University, 2013–2013

Awards

  • Outstanding Faculty Award, Marriott School of Business, 2020
  • Outstanding Teaching Award, Marriott School of Business, 2017
  • Beckham Scholar, Brigham Young University, 2014
  • Outstanding Paper of the Year, Emerald Journals, 2010
  • Best Paper, Southwest Academy of Management, 2007
  • Alcuin Fellow, Brigham Young University, 2006

Administrative Assignments

  • Director — Director for the Global Marketing Study Abroad — 2010–2011

Certificates and Licenses

  • Registered Organizational Development Professional — The Organizational Development Institute — 2008

BYU Citizenship

  • Group Leader - Organizational Behavior/Human Resources Faculty Group — Section Head — June 2008–June 2017
  • Europe Business Study Abroad — Director — August 2012–August 2013

Professional Citizenship

  • Journal of Education for Business (Taylor and Francis), Editorial Review Board Member, June 2018