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Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior


The Editorial Team

In 2005, Professor Keith Hunt handed off the Editorship of the Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior to three Marketing colleagues who are honored to carry on the tradition of Keith's Journal. We look forward to working with all of our colleagues across the social sciences as we advance (dis)satisfaction-based theory and practice. We encourage feedback and constructive criticism as we embark on this exciting journey.

Steve Goodwin, Editor

Steve joined the Marketing faculty at Illinois State University as Professor and Chair in July 1986. Previously, he was Associate Professor (1980-86) and Chair (1981-86) of the Department of Marketing at Bowling Green State University, and he started his career in academe as an Assistant Professor of Marketing and Operations Analysis at the State University of New York at Buffalo from January 1976 to July 1980. While at SUNY-Buffalo and BGSU, Professor Goodwin taught undergraduate and M.B.A. courses in consumer behavior, marketing management and advertising management. At Buffalo, he also taught Ph.D. courses in experimental design and research methodology. Steve returned to full-time teaching and research at ISU in Fall 1999.

Current Teaching Interests: Buyer Behavior, Introductory and Advanced Marketing Management, IMC, Foundations of Inquiry.

Current Research Interests: Professor Goodwin's primary research interests focus on psychological aspects of consumer choice behavior [especially effects of attitude on behavior], communication-effectiveness of alternative message appeals [notably, comparison advertising], and internet marketing. His articles appear in Journal of Marketing Research , Advances in Consumer Research , Decision, Proceedings of the American Society for Business and the Behavioral Sciences , Journal of Insurance Issues, Proceedings of the American Marketing Association, Journal of Advertising, Proceedings of the Academy of Marketing Science, Journal of Business-to-Business Marketing, and the Journal of Consumer Research, among others.

Consulting and Work Experience: Dr. Goodwin has worked for Procter and Gamble and has consulted for major firms in both the public and private sectors. Projects have included segmentation and positioning studies, and new product development. The types of organizations assisted include a commercial bank, a metropolitan philharmonic, an international tire and rubber company, an international business forms manufacturer, an urban hospital, a metropolitan zoo, an international manufacturer/marketer of heavy equipment and engines, and a number of long-term health care providers (including two of the largest nursing home chains in the U.S.). Dr. Goodwin has also delivered several intensive seminars on marketing management to groups of Mexican businessmen and businesswomen through the Monterey Institute of Technology in Queretaro , Mexico.

Professional Affiliations, Honors, and Awards:: Dr. Goodwin has been a member for many years of such groups as the Association for Consumer Research, the Society for Consumer Psychology, the American Marketing Association, and the American Academy of Advertising. He is also a member of the Beta Gamma Sigma and Alpha Mu Alpha honorary societies. In 1974, Goodwin represented the University of Iowa at the AMA Doctoral Consortium held that year at the University of Oregon , and he was the recipient of an AMA Doctoral Dissertation Research Grant in 1976.

In Summer 1992, Dr. Goodwin was selected to attend the Direct Marketing for Professors' Workshop sponsored by the Direct Marketing Education Foundation and the Chicago DMA. In 1993, he was co-recipient of the AACSB's Leadership in Innovative Business Education Award. Goodwin was elected and served as the President of the Central Illinois Professional Chapter of the American Marketing Association for 1997-1998. He is also an active member of Rotary International.  Effective January 2005, Dr. Goodwin was named Editor of the Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior.

Kevin Celuch, Associate Editor

Kevin is a Professor in the Department of Management and Marketing and holder of the Blair Chair in Business Research at the University of Southern Indiana. Prior to this appointment, Dr. Celuch was a member of the faculty at Illinois State University. He received his doctorate with a major in Marketing and minors in Research Methodology and Organizational Behavior in 1988 from Syracuse University. Prior to pursuing his Ph.D., Kevin worked in program evaluation/applied research for the State of New York.

Dr. Celuch embraces a critical thinking - high involvement pedagogy while teaching courses in Marketing Research, Promotion, Leadership Skills, and Consumer Behavior.   He has been recognized with College- and University-level teaching awards and has been named a Fellow of the American Academy of Advertising.  A  Contemporary Business Perspectives and Leadership Skills Course has been recognized by the American Assembly of Collegiate Schools in Business for innovation in leadership of business education for its integration of critical thinking, team teaching, and interdisciplinary topics. He is an active presenter on such topics as critical thinking pedagogy, collaborative learning, and teaching portfolios.

Dr. Celuch's has been actively involved in advertising, product manual, consumer behavior, salesperson, market information, and organizational partnering-related research which has appeared in numerous publications including the Journal of Business Research, Industrial Marketing Management, Journal of Applied Social Psychology, Psychology & Marketing, and the Journal of Business and Psychology.  He has been recognized with College and University-level research awards.

Dr. Celuch's research has been funded by both internal University sources as well as such external sources as the Marketing Science Institute and the Alfred P. Sloan Foundation's Industry Studies Program.  Kevin also holds Affiliated Faculty/Research Staff status at the Carl Gunnard Johnson Research Center, Worcester Polytechnic Institute, for his work on management issues in the metal processing industries.

Dr. Celuch has served as a marketing communication consultant and has worked with numerous profit and nonprofit organizations on marketing communication projects as part of promotion courses.

Steve Taylor, Associate Editor

Steve joined the Marketing faculty at Illinois State University in August 1992 as an Assistant Professor. Previously, he taught Marketing Principles and Marketing Research at the undergraduate level while pursuing his doctorate in Marketing at Florida State University.

Current Teaching Interests: Judgment and Decison-Making Models, Service Marketing, eMarketing/eCommece/eBusiness, Marketing Research, Relationship Marketing, Services Marketing, Health Care Marketing, Introduction to Marketing Management, Foundations of Inquiry.

Current Research Interests: Dr. Taylor's original research interests focused on the conceptualization and operationalization of the determinants of Service Value, Service Quality, and Consumer Satisfaction as well as their impacts on ultimate consumer purchase behaviors and organizational strategies. His most recent emphases have been the extension of these inquiries to eCommerce and eBusiness settings. His most recent interests involve judgment and decision making models incorporating affect and their relationship to attitude models. His articles have appeared in such publications as the Journal of Marketing, Journal of Retailing, Journal of Consumer Satisfactions, Dissatisfactions, and Complaining Behavior, the British Journal of Social Psychology, the Journal of Business Ethics, The International Journal of Service-Industry Management, Industrial Marketing Management, Journal of Health Care Marketing, Journal of Marketing Theory and Practice, Hospitals & Health Services Administration, Journal of Insurance Issues, as well as numerous national and regional Proceedings.

Consulting and Work Experience: Steve spent two years as a Pharmaceutical Sales Representative for the Sandoz Nutrition Corporation. Upon completing his Masters degree in Health Services Administration, he spent three years as a Hospital Administrator specializing in Marketing for the United States Navy. His training in the Navy included attending the Defense Information School (DINFOS) in Indianapolis , Indiana . Steve has also been involved nationally with the American Marketing Association, including having directed the 1995 and 1996 Summer Educators' Conference Workshops on Relationship Marketing. Steve has actively consulted with numerous organizations concerning a variety of marketing issues.

Professional Affiliations, Honors, and Awards: Steve is the recipient of the Manahan Award for Teaching Excellence (2001); the Illinois State University Teaching Initiative Award (1997); the Outstanding Researcher Award for the College of Business (1996-97); the Illinois State University Research Initiative Award (1995); and, the 1993 Outstanding Ad Hoc Reviewer Award from the Journal of the Academy of Marketing Science, and the 2007 Outstanding Reviewer for the Journal of Service Research. Steve serves as a member of the Editorial Review Boards of the International Journal of Service-Industry Management and Journal of Services Research , and he continues as an ad hoc reviewer for JAMS , Journal of Retailing , and the Journal of Marketing , among others. Steve has received Navy Achievement medals for distinguished service from the Secretary of the Navy and the Chief of Naval Operations. Effective August 16, 2001, Dr. Taylor was promoted Professor; and he was granted tenure effective August 16, 1998.