- Gartner client? Log in for personalized search results.
Gartner Expert
Melissa Fletcher
Sr Principal, Research
Melissa Fletcher is a Sr. Principal Researcher in the Customer Service and Support Practice where she leverages her expertise in both qualitative and quantitative methods to address the challenges facing today's Customer Service and Support leaders.
Previous experience
Prior to joining Gartner, Dr. Fletcher conducted research for a number of government agencies, with a focus on group dynamics in the workplace. Her doctoral research similarly focused on group dynamics, applying theories from social psychology and organizational management theory to understand commitment and productivity in a voluntary organization.
Professional background
Cornell University, Post Doctoral Fellow, 2 years
Emory University, Post Doctoral Fellow, 2 years
Fors Marsh Group, Senior Researcher, 3 years
Education
Ph.D., Sociology, University of Notre Dame