Hinderliter Chair of Business=
Professor of Marketing
(Date of Rank: August 2001)
Business Address:
Marketing Department
Campus Box 5590
Illinois State University
Normal , IL 61761
To pursue an aca=
demic
career within a visionary organization that supports and recognizes excelle=
nce
in teaching, research, and service. Research interests include the study of=
(1)
the conceptual and operational foundations of service marketing, (2) social
psychological models of the formation of relevant consumer outcomes within =
the
context of services/relationship marketing, and (3) marketing-related issues
concerning customer satisfaction vis-à-vis judgment & decision
making.
· =
Doctor of Philosophy in Business Administration, =
The
Florida State University, 1992.
Major Field: Marketing, Minor Field: Sociology
Dissertation Topic: "An Empirically-Based Conceptualization and
Operationalization of a Multidimensional Construct for Perceived Service
Value."
Chairman: J. Joseph Cronin, Jr.
· =
Federal Public Affairs Designator, DINFOS School, Fort Benjamin Harri=
son,
Indianapolis, IN., 1987.
· =
Masters of Health Services Administration, Florida International
University, Miami, FL, 1986.
· =
Bachelor of Science (Biology), The Florida State University, Tallahas=
see,
FL , 1982.
Taylor, Steven A., Chiharu Ishida, and Horace Melton (2=
013),
"A Meta-Analytic Investigation of the Antecedents of Digital Piracy,&q=
uot;
in the Handbook of Service Marketing
Research, Roland Rust and Ming-Hui Huang (E=
ds.).
United Kingdom: Edward Elgar Publishing Ltd. (Invited
Publication, Forthcoming).
Description: Higgins and Marcum (2011) present a
theoretical model of the antecedents of digital piracy intentions/behaviors
that highlights social learning and self-control theories. A series of
meta-analyses are undertaken to validate an extended version of their propo=
sed
conceptualization across the evidence to date. Results based upon forty-two
studies representing 912 unique correlations and a combined sample size of
764,032 largely support the conceptualization. The results demonstrate posi=
tive
relationships among social learning and self-control measures with digital
piracy outcomes, but not so for demographic or external control measures (e=
.g.,
legal threats, copy protection, etc.). These results appear to support Tayl=
or
et al.’s (2009) conclusion as to the importance of marketing
communications as the most viable approach to combating digital piracy. The
managerial and research implications of the study are presented and discuss=
ed.
Taylor, Steven A. (1998), “Managing Customer Relations,” =
in
the Handbook for Health Care Management=
, Jack Duncan, Peter M. Ginter, and Linda E. Swayne (Eds.). Cambridge, MA: Blackwell Publishe=
rs,
64-81. (Invited Publication)
Description: The practice of customer relations = in health services is investigated in light of services and relationship marke= ting theories. A model explicating the development of relationships in health ca= re settings is first proposed that integrates the service quality, satisfactio= n, trust, and commitment constructs. A framework for developing effective cust= omer relation programs is developed and presented based on the proposed model. <= o:p>
Taylor, Steven A.
(1995), "Reconciling Service Quality Measurement with Attitudes,"=
Advances in Services Marketing Management: Research and Prac=
tice, Volume 4. Teresa A. Swartz, Davi=
d E.
Bowen, and Stephen W. Brown, Eds. Greenwich , CT=
: JAI
Press 1-36. (Refereed Publication)
Description: An attempt is made to
reconcile conceptual and operational models of the service quality construct
with models of consumer attitudes. The review concludes that treating data
collected using the SERVPERF scale by methods of weighted MDS provides the =
only
apparent means of reconciling the position that service quality is a form of
consumer attitude. The proposed method is demonstrated using data for four
unique service industries.
Taylor, Steven A. (2013), “Affe=
ct
and Marketing Stimuli in Consumer Loyalty Decisions to Automobile
Insurers,” Journal of Financi=
al
Services Marketing, Forthcoming.
Description: Most insurance loyalty studies
assume largely cognitive psychological underpinnings. A study is conducted =
that
investigates the relative contributions of cognitive versus affective
influences on the desire to be loyal to an automobile insurer after a poor
service experience. 315 respondents were introduced to scenarios that manip=
ulated
the response to an advertisement to switch insurers by price- and brand-rel=
ated
marketing influences to investigate their influence on anticipated regret. =
The
results support the conclusions that both cognitive and affective
considerations are important to consumer judgment and decision-making (J/DM)
processes in the context of car insurance, that male and female customers m=
ay
vary in their J/DM processes with car insurance, and that insurance modeler=
s of
J/DM should consider outside influences on consumers in studies, particular=
ly
marketing-related brand and price perceptions. Failure to do so can lead to=
a
failure to correctly predict potential action versus inaction effects
associated with anticipated regret.
Taylor, Steven A. (2012c), "Satisfaction,
Regret, and Status Quo Effects in the Formation of Consumer Loyalty<=
span
style=3D'font-family:"Times New Roman","serif";mso-fareast-font-family:"Tim=
es New Roman";
color:#333333;mso-bidi-font-weight:bold'>," Journal of Satisfaction, Dissatisfaction, & Complaining
Behaviors, Volume 25, Forthcoming.
Description: Consumer loyalty continues to be an
important marketing consideration. A model of consumer loyalty is proposed =
that
furthers efforts to model satisfaction-based explanations of consumer loyal=
ty
formation within emerging goal-directed, attitude-based models of judgment =
and
decision making. The results of an empirical study support the proposed mod=
el
of the process of loyalty formation, yielding benefits that include (1) hel=
ping
to reconcile loyalty explanations with models of judgment and decision maki=
ng;
(2) contributing to identifying the unique roles of anticipated regret, ant=
icipated
emotions generally, and satisfaction judgments in the process; (3)
demonstrating the need to consider status quo effects as a moderator to loy=
alty
formation; and (4) suggesting the possibility of status quo effects influen=
cing
the role of many other concepts in explanations of loyalty formation. The
managerial and research implications of the reported study are explicated a=
nd
discussed.
Taylor, Steven A.
(2012b), "Implicit Attitudes and Digital Piracy," Journal of Research in Interactive Marketing, 6 (4), 281-297.
Purpose: An argument for the importance of
unconscious processes is emerging across social science literatures (Petty =
et
al., 2009; Uleman, 2005). This study investigat=
es the
role of implicit attitudes on the formation of digital piracy desires and
behavioral intentions. If implicit attitudes are found to contribute to
consumer digital piracy intentions, then marketers face an additional chall=
enge
in developing effective strategies and appeals designed to attenuate the
practice.
Design/methodology/approach: The study captures both indirect and direct
measures of implicit attitudes to test the research model. Two hundred and
eighty five respondents provided data in a controlled lab setting for purpo=
ses
of structural equation analyses.
Findings: The results first contribute to growing evidence generally suppor=
ting
the importance of attitudinal influences in the formation of digital piracy
intentions. The reported study further suggests the necessity of including
implicit attitudinal considerations in explanatory models of these behavior=
s,
particularly attitudinal explanatory models. Specifically, marketers attemp=
ting
to manage DP should consider implicit attitudes in explanatory models of DP
intention formation in addition to traditional self-report measures of
attitudes.
Originality/Value: The study presents the first known empirical evidence
supporting the contribution of implicit attitudes to digital piracy desires.
Considering implicit influences in this process offers the promise of
increasing our understanding of how digital piracy behaviors form, which can
offer insights into how to more effectively attenuate the practice.
Taylor, Steven A.
(2012a), "Evaluating Digital Piracy Intentions on Behaviors," Journal of Service Marketing, 26 (7), 472-483.
Description:Digital piracy continues to perplex service marketers producing
easily-replicable digital products such as music, movies, software, etc.
Academic studies have produced mixed results concerning the impact of DP
practices on service marketing, with some studies generally supporting a
negative influence, while others suggest a neutral or even positive influen=
ce.
None-the-less, there have recently emerged practitioner and academic calls =
for
marketing communication strategies to attenuate digital piracy practices in
service marketing practitioner responses. Critical to assessing the efficac=
y of
these marketing communication strategies will be measuring their impact on
digital piracy behaviors. However, there are several challenges in measurin=
g digital
piracy behaviors. First, it is difficult to directly observe an
individual’s digital piracy behaviors. Consequently, much of the acad=
emic
and practitioner work to date has relied on self-report measures of intenti=
ons
and behaviors. Unfortunately, until the results reported herein it has been
unknown how much of the variance in digital piracy behaviors are explained =
by
digital piracy -related behavioral intentions. A number of meta-analyses
suggest that the average explained variance of behaviors based on intention=
s is
between 20%-30%. Second, reliance on self-report intention measures assumes
minimal amounts of measurement error in survey research, which can be a ten=
uous
assumption. Finally, the argument that digital piracy is a conscious behavi=
or
(thus implying the formation of an intention) suggests that models of digit=
al
piracy behavior formation correspond to some underlying social psychological
model. The current research reports two studies that together address the t=
hree
identified concerns. Study 1 presents and tests a new framework to assess b=
oth
common method variance and measurement error. Analyses based on 321 surveys
demonstrate (1) consistency with the Theory of the Mind as an underlying so=
cial
psychological theoretical model, and (2) an absence of potential measurement
issues related to digital piracy intention formation. Study 2 replicates St=
udy
1 based on a separate sample of 267 respondents, and extends the nomological net to directly observed digital piracy
behaviors across a peer-to-peer network. The results suggest that digital
piracy intentions explain 36% of the variance in observed digital piracy
behaviors. In addition,a
two-dimensional conceptualization of frequency of past behaviors is identif=
ied
based upon exploratory factor analysis using structural equation modeling. =
The
two studies reported herein provide a first effort to empirically relate
behavioral intention data to unobtrusively observed digital piracy behaviors
across peer-to-peer networks. The study was possible based on newly emerging
experimental hardware measuring file uploads and downloads associated with
peer-to-peer network activity. Practically, the results afford service
marketers assurance that self-report measures of digital piracy behavioral
intentions can serve as predictive measures of future behaviors. This helps
make the collection of data in this context both achievable and practical.
Also, a methodological framework is identified to strengthen measurement mo=
dels
associated with this type of research. Finally, a well-known social
psychological model is advocated as a theoretical basis for theory developm=
ent
related to digital piracy. Future research might consider the motivational =
and
attitudinal antecedents to digital piracy intention formation.
Ishida-Lambert, Chiharu and Steven A. Taylor (2012), “Retailer Brand Experience, Brand Experience Congruence, and Consumer
Satisfaction” Journal of
Satisfaction, Dissatisfaction, & Complaining Behaviors, Volume 25, Forthcoming.
Description: In light of the recent development of
the brand experience construct, we conducted a study in order to test
(1) the usefulness of the concept in a retailing context and (2) how the br=
and
experience with a focal retailer and that of an alternative retailer operat=
e as
they lead to creation of brand personality, satisfaction, and loyalty. For =
the
latter, we use the recent methodological advancements based on Cheung’=
;s
(2009) structural equation modeling-based latent congruence model (LCM). We
replicated Brakus et al.’s (2009) model of
brand experience for these purposes. The results show that a retail setting
offers a unique perspective on brand experience and brand experience
congruence, as well as their consequences.
Taylor, Steven A=
.,
Jamie R. Mulligan, and Chiharu Ishida-Lambert (2012), “Facebook, Soci=
al
Networking, and Business Education,"
American Journal of Business Education, 5 (4), 1-12.
Description: Brown (2012) asserts =
that
faculty perceptions of Web 2.0 for teaching will influence its adoption. For
example, social media’s influence on educational delivery is growing =
(Hrastinski and Dennon 201=
2). Zulu
et al. (2011) note that business educators are only beginning to understand
social networking related to education. We report an exploratory inquiry th=
at
confirms the growing evidence that many undergraduate business students do =
not
support the use of Facebook as part of their formal academic relationships.
However, an argument is presented that while existing tools for social
networking such as Facebook may offer limited pedagogical utility, social
networking as a concept none-the-less offers significant potential.
Ishida-Lambert,
Chiharu and Steven A. Taylor (2012), “An Alternative Measure Of Relat=
ive
Brand Attitudes,” The Journal of Pro=
duct
& Brand Management, Volume 21 (5), Fall/Winter 2012, 317-327.
Description: Two studies are repor=
ted
with the purpose of demonstrating and establishing the efficacy of using an
alternative method of operationalizing relative brand attitudes based on
Cheung’s (2009) Latent Congruence Model (LCM). Data are collected
concerning brand attitudes related to their product (Study 1) and retailer
(Study 2) preferred and best alternative brands. Structural equation modeli=
ng
is used to demonstrate and validate the LCM model, as well as to relate rel=
ative
brand attitudes to satisfaction judgments and loyalty behaviors. Two separa=
te
samples of respondents across two unique marketing settings (product and
retailer brands) support the LCM-based view of relative brand attitude prop=
osed
herein. In addition, results suggest that preferred brands are most strongly
related to satisfaction with the preferred brand,
however, relative brand attitudes are alternatively related to preferred br=
and
loyalty. Thus, relative brand attitudes appear to have both direct and indi=
rect
(through satisfaction) influences on brand loyalty. Practical implications
include the availability of a usable method of operationalizing relative br=
and
attitudes in a way that (1) fully utilizes HED/UT attitude scale for absolu=
te
and relative brand attitudes measures and (2) can control for measurement
error. The proposed method thus provides a means to strengthen measurement
models associated with relative brand concepts. The reported studies offer =
an
alternative and practical method of measuring relative brand attitudes in a=
way
that results in practical insights about consumer satisfaction and brand
loyalty.
Taylor, Steven A=
.,
Gary Hunter, Horace Melton, and Stephen Goodwin (2011), "Student
Engagement and Marketing Classes," Journal of
Marketing Education, 33 (1), 73-92.
Description: A study is reported t=
hat
investigates the goals underlying undergraduate students’ engagement =
in
their major classes, non-major classes, and in extracurricular activities. =
The
qualitative study employs both focus groups and goal-mapping exercises. The
results suggest that students tend to focus on utilitarian, attribute level
considerations mainly related to credentialing for purposes of employment. =
The
results are considered from the perspectives of judgment and decision makin=
g,
learning models, and the emerging service marketing perspective. These model
considerations underscore an argument for moving toward models of education
delivery focusing on value co-creation instead of the current emphasis on
providing value to students. A series of recommendations are offered to help
facilitate faculty efforts to increase course engagement, particularly in
large-section course offerings. However, the authors ultimately conclude th=
at
student engagement with their course-related experiences will best be serve=
d in
models of value co-creation by a focus on more than intellectual maturity in
education. Specifically, an argument is presented for also targeting moral =
and
motivational maturity. The practical and research implications of the study=
are
presented and discussed.
Taylor, Steven A.
and Kim Judson (2011), "A Service Perspective on the Marketization of
Undergraduate Education," Service Science, 3 (2), pp. 1-18.
Description: Higher education in t=
he United
States is rapidly moving toward a marketized mo=
del of
service provision, one emphasizing marketing practices based upon relevance=
and
student satisfaction. The results of the study reported herein suggest that
such strategies may not ensure equal balance between service quality and the
quality of education as a service. Specifically, a study is presented
suggesting that grades (an indicant of learning) are neither endogenous
(positively related to) or exogenous (antecedent to) a typical service qual=
ity/customer
satisfaction model vis-à-vis Introduction to Marketing courses. If
student service quality perceptions, satisfaction judgments, and engagement
practices are indeed unrelated to grades at the classroom level, then a
question exists as to how well a focus on student satisfaction (and relevan=
ce)
actually engender student involvement in the value co-creation process in
education delivery. The following study suggests diligence in balancing the
quality of the educational service versus service quality practices within =
the
context of the marketization of education, and continued efforts by service
marketers to better understand the unique service marketing characteristics=
of
the educational product. The research and managerial implications of the re=
ported
study are presented and discussed.
Taylor, Steven A=
.,
Stephen A. Goodwin, Horace Melton, and Gary Hunter (2011), "An Analysi=
s of
the Student Course Engagement Questionnaire (SCEQ) in Large-Section Princip=
les
Classes," Journal of Excelle=
nce
in College Teaching, 22 (1), pp. 29-58.
Description: A significant challen=
ge
facing administrators and faculty in universities and other institutions of
higher learning concerns student engagement (Carle et al., 2009). While the
bulk of organizational emphasis to this point has been on students’
perceptions of overall engagement (macro-engagement) across all of their
experiences within a university, we assert that it remains questionable whe=
ther
or not overall student engagement with an institution of higher learning ca=
n be
significantly impacted over time without supporting engagement between facu=
lty
and students at the individual course level (course-specific micro-engageme=
nt).
A study is presented that assesses the psychometric properties of a
course-specific micro-engagement scale, with results highlighting the need =
for
continued efforts toward developing valid and reliable measures of
course-specific micro-engagement. In addition, a quasi-experiment examines
whether or not course-specific micro-engagement differs as a function of
delivery format (face-to-face lecture versus online lecture).
Taylor, Steven A., Chiharu Ishida, and David W. Wallace (2009), "Inten=
tion
to Engage in Digital Piracy: A Conceptual Model and Empirical Test," <=
/span>Journal of Service Research, 11 (3), pages 246-262.
Description: Dig=
ital
piracy represents a significant threat to the marketers of digital service
products. Industry efforts to attenuate the practice, often deterrent in
nature, have largely failed. We propose that one reason for this failure is=
the
absence of a commensurably-accepted model of the social psychological
foundations underlying digital piracy behaviors. A modified version of Perugini and Bagozzi’s
(2001) Model of Goal Directed Behavior is advocated and empirically validat=
ed across
both movie and music industry settings for this purpose. The results support
the theoretical and empirical efficacy of the proposed model, and highlight=
the
importance of attitudes toward the act of digital piracy, the frequency of =
past
digital piracy behaviors, and the motivations and intentions underlying dig=
ital
piracy. A normative framework is proposed with five actionable recommendati=
ons
to assist digital service marketers in better addressing digital piracy. The
research implications of the reported study are also presented and discusse=
d.
Taylor, Steven A.
(2008), "Reconciling Satisfaction, Emotions, Attitudes, and Ambivalenc=
e Within Consumer Models of Judgment and Decision Making=
: A
Cautionary Tale," Journal of
Satisfaction, Dissatisfaction, & Complaining Behaviors, Volume 20, pages 41-65.
Description: Marketers typically
conceive of satisfaction as having a very close, if not direct, influence on
consumers’ behaviors. However, it is well established that behavioral
intentions are generally the proximal cause of volitional behaviors, and th=
ere
exists a well established literature concerning=
how
intentions influence behaviors in the judgment and decision making (J/DM)
literature. The following study asserts that Marketers have yet to realize a
full understanding of how satisfaction and attitudes work together to influ=
ence
consumer decision making within such models, particularly in the presence of
consumer ambivalence. A theoretical model of consumer J/DM is first proposed
that purports to reconcile emerging attitudinal models of goal-directed
behaviors with satisfaction theory in a manner that helps clarify the unique
roles of attitudes and satisfaction as well as accommodates the phenomenon =
of
ambivalence. The proposed model revisits dissonance research based upon
emerging arguments related to constraint satisfaction theory (CST) in the
identification of a common cognitive process linking satisfaction and attit=
udes
as unique constructs in behavioral intention formation. Second, one interes=
ting
theoretical implication of the proposed model is the appearance of support =
for
the possibility that ambivalent emotional responses can occur either
simultaneously (see Carrera and Oceja 2007), or
sequentially (see Brehm and Miron
2006). Marketing’s traditional perspective suggests an assumption of
sequential emotions which implies that consumption-related emotions must be
either positive or negative. However, a field experiment is reported that f=
ails
to replicate Brehm and Mir=
on’s
(2006) test of this issue specific to satisfaction (as well as a host of ot=
her
positive and negative emotions). Thus, these findings suggest caution in
conclusions related to the existence of simultaneous versus sequential emot=
ions
in consumer behavior and supports calls for further research into ambivalen=
ce
as it relates to attitudes, satisfaction, and emotions within the context of
J/DM in consumer research. The managerial and research implications of the
study are identified and discussed.
Beggs, Jeri Mullins, John H. Bantham, and Steven A. Taylor (2008),
"Distinguishing the Factors Influencing College Students' Choice of
Major," College Student
Journal, 42 (2), June 2008.
Description:
Choosing a college major represents a major life decision--a decision that
research has shown to be the most frequently identified life regret for
Americans. The focus of this study is to identify the foundations of the
psychological process by which undergraduate students select their academic
majors. A mean-send analysis was first employed to identify the factors that
students consider integral to the process of selecting a major. This
qualitative study was followed by a large-sample survey of undergraduate
students and used conjoint analysis to better understand how
"important" the identified factors are to students as part of this
decision-making process. Finally, feedback from practitioners was sought and
used to create a list of recommendations for recruiting and advising today's
college students.
Taylor, Steven A.
(2007), “Broadening and Deepening Attitude-Based Models of Goal-Direc=
ted
Behaviors,” British Journal of
Social Psychology, 46, pages 739-768.
Description: Social science attemp=
ts
to incorporate emotions into models of judgment and decision making have fa=
ced
significant theoretical challenges, as well as produced conflicting empiric=
al
results. The following study first contributes to the body of knowledge by
providing a theoretical explanation for the observed conflicting results fr=
om
such models. In fact, both extant theory and the results reported herein
suggest that a certain amount of variability in results should be expected =
from
empirical investigations based on such models, particularly related to
differences in respondents’ level of affective versus cognitive
involvement. Second, an argument is presented for considering a special cas=
e of
Perugini and Bagozzi’=
;s
(2001) Model of Goal-Directed Behaviours (MGB) =
when
investigating these issues using attitude-based explanations of goal-relate=
d behaviours. Specifically, empirical evidence is prese=
nted
for broadening the MGB Model by including anticipated regret as an explanat=
ory
variable independent of other anticipated emotions, and deepening the theor=
y by
calling for multidimensional conceptualizations of the attitude and perceiv=
ed behavioural control constructs. The implications of t=
he
reported study are presented and discussed.
Celuch, Kevin, Stephen Goodwin and Steven A. Taylor (2007),
“Understanding Small Scale Industrial User Internet Purchase and
Information Management Intentions: A Test of Two Attitude Models,” Industrial Marketing Management, 36, 109-120. Description: The
present research compares two attitudinal models - variants of the Theory of
Planned Behavior (TOPB) in terms of understanding the determinants of
industrial buyer intentions to use the internet. The first variant of the
Theory of Planned Behavior examines a decomposed perceived behavioral contr=
ol
construct that consists of self-efficacy and perceived control. The second
variant of the TOPB model adds past behavior. Data from small scale users of
industrial equipment are used to explore the models using structural equati=
on
modeling. While both variants of the TOPB are comparable in terms of standa=
rd
fit indices, the variant with past behavior added substantially to the vari=
ance
explained for internet purchase intentions. These results hold implications=
for
future theory, research, and management of information technology-related s=
mall
scale industrial buyer motivation. Steven A. Taylor,
Gary L. Hunter, and Deborah L. Lindberg (2006), “Understanding (Custo=
mer
Based) Brand Equity in Financial Services,” Journal of Services Marketing, 21 (4), 241-252. Description: The purpose of this s=
tudy
is to advance marketers’ understanding of customer-based brand equity
(CBBE) within the context of a B2B financial service marketing setting. Two
nationwide studies are conducted in a financial service setting to (1)
investigate whether brands are in fact differentiated in the minds of the
target audience, (2) test two competing explanations of the formation of CB=
BE
using structural equation analyses, and (3) reconcile satisfaction and CBBE
theories within a single theoretical model. The results first suggest that
customers in the financial service setting investigated do indeed different=
iate
brands, and that Netemeyer et al’s
(2004) model of CBBE is generally supported when generalized to a financial
service setting. However, the extended model of CBBE proposed herein appear=
s to
offer the benefits of (1) explaining more variance in loyalty intentions, w=
hile
(2) simultaneously demonstrating the importance of customer satisfaction in
CBBE models, and (3) incorporating customer attitudes into conceptualizatio=
n of
CBBE. In addition, we report evidence supporting the need to incorporate bo=
th utilitarian
and hedonic forms of brand attitudes when reconciling brand attitudes in CB=
BE
models. The results will pragmatically help financial service marketers mea=
sure
CBBE as well as relate brand power to customer satisfaction and customer
attitude measurement. The overall key implication is that customer attitude=
s,
satisfaction and CBBE are related and can/should be simultaneously consider=
ed
in explanatory models of marketing behaviors in financial service settings.=
A
framework is presented including relevant measures that will allow financial
service marketers to replicate the research model tested herein in their own
competitive setting in support of marketing decision making. Taylor, Steven A=
.,
Gary L. Hunter, and Timothy Longfellow (2006), ”Testing an Expanded
Attitude Model of Goal Directed Behavior in a Loyalty Context,” Journal of Satisfaction, Dissatisfaction, & Complaining
Behaviors, Volume 19, pages 18-39. Description: Marketers have known =
for
some time that satisfaction is closely linked to loyalty intentions (Oliver
1997, 1999). However, Johnson et al (2006) argue that the drivers of custom=
er
loyalty intentions are complex and dynamic, changing and evolving over time.
The current study therefore approaches the explanation of loyalty intention=
s in
a different way. Specifically, the argument is made and a model is tested a=
nd
supported of loyalty intentions based upon attitudinal, goal directed
conceptualizations. Specifically we adapt the Model of Goal Directed Behavi=
or
(MGB) posited by Perugini and Bagozzi,
(2001) and apply the model to loyalty in a B2B service context. First,=
the
goal directed, attitudinal explanatory model represented by the MGB
conceptualization is supported by the current research. Second, two proposed
extensions of the MGB are supported involving unique forms of attitude and
perceived behavioral control. Finally, a multi-stage loyalty conceptualizat=
ion
is generally supported by the data. The managerial and research implication=
s of
the study are presented and discussed. Description: This study investigat=
es how
physicians in one state (Illinois) attitudinally cope with a recent law
mandating physician behaviors. Specifically, this study focuses on OB/GYN
physician compliance with The Sexual Assault Survivors Emergency Treatment =
Act
(Public Law 92-156, 2002), which requires hospitals in the state of Illinoi=
s to
have an approved plan for treating sexual assault survivors. What makes this
research setting interesting are the potential linkages between the legal
mandate, physician attitudes, and the ongoing controversy concerning aborti=
on.
The results of a census of OB/GYN physicians within the state suggest (1) t=
his
physician group is largely supportive of the letter and spirit of this law,=
(2)
the emerging attitude models such and Perugini =
and Bagozzi’s (2001) MGB model explaining the forma=
tion
of behavioral intentions must be treated with caution when generalizing to
situations mandating legal behaviors, and (3) moderating influences such as
attitude strength and religiosity have no apparent effect in how attitudes
relate to physician motivation to comply with such laws. The managerial and
research implications of the reported study are presented and discussed. Hunter, Gary L. =
and
Steven A. Taylor (2005), “Predicting the Initial Adoption or Upgradin=
g of
Electronic Communication Systems,”
International Journal of E-Business Marketing, Volume 1, Number 4 (October – December
2005), 1-23. Description: This study examines t=
he
factors that make a firm more or less likely to adopt or upgrade an electro=
nics
communication program. Both the factors and their relative importance =
are
hypothesized to differ depending on whether initial adoption or upgrading is
the predicted behavior. Such information is important to marketers bec=
ause
it can be used to more effectively target and provide value to the electron=
ic
communications market. A survey of firms’ intentions to adopt
customer relationship management software is used to test the
hypotheses. The theoretical bases of the study are the Gatignon
and Robertson (1989) model of diffusion and the behavioral delineation of
continuous and discontinuous innovations (Rogers ,
1983). Taylor, Steven A., Stephen Goodwin, and Kevin Ce=
luch
(2005), "An Exploratory Investigation Into the Question of Direct Sell=
ing
Via the Internet in Industrial Equipment Markets," Journal of Business-To-Business Marketing, Volume 5, Number 2, 39-72. Description: This study seeks to
provide exploratory insight into considerations of Internet-based direct
marketing strategies aimed at industrial consumers. Our=
first
inquiry concerns operationalizing the ability of industrial consumers to use
the Internet for purchasing and/or consumption of electronic marketing
communications. We specifically focus on ascertaining the
generalizability of Parasuraman’s (2000) =
Technology
Readiness Index (TRI), developed in a general consumer setting, to industri=
al
markets. Our results suggest that the TRI demonstrates promise in terms of
generalizability to industrial settings. Our second inquiry builds upon our
initial findings and the concept of information overload to investigate the
additive contribution of a willingness to use the Internet for these purpos=
es.
In the second stage of the research we focus on the relative contributions =
of
satisfaction with, trust in, and value perceived from using the Internet as=
a
business tool. The results of this second inquiry suggest that such percept=
ions
may be as important as general technology readiness in terms of explaining =
the
variance associated with behavioral intentions to use the Internet for purc=
hase
and information management. Together, our additive model explains between
40%-70% of the variance of these intentions in our sample of industrial
consumers. Managerial and research implications are presented and
discussed. Taylor, Steven A=
.,
Michael Humphries, Roger Singley, and Gary L. Hunter (2004), "Business
Student Preferences: Identifying the Relative Importance of Web Management =
in
Course Design,” Journal of Marketi=
ng
Education, Volume 26, 42-49. Description: This study investigat=
es
the relative importance of web management practices in business curricular
pedagogy from an undergraduate student perspective. Utilizing conjoint
methodology, the results suggest that students early in their program of
studies tend to most value (more) tests in terms of course attributes, while
students later in their program of studies tend to value web management
practices. Taken together these results suggest that undergraduate course
design can be effectively implemented, consistent with the marketing concep=
t,
based on a sensitivity to diverse student learning styles and needs. Taylor, Steven A., Stephen Goodwin, and Kevin Ce=
luch
(2004), "The Relative Importance of Brand Equity to Customer Loyalty i=
n an
Industrial Setting," Journal of Product
& Brand Management, 13 (4), 217-27. Description: This study investigat=
es
the relative importance of brand equity, satisfaction, value, resistance to
change, affect, and trust in the formation of both attitudinal and behavior=
al
customer loyalty. The study involved a nation-wide sample of industrial
customers of heavy equipment manufacturers. The results suggest that brand
equity and trust are consistently the most important antecedents to both
behavioral and attitudinal forms of customer loyalty. There is also some
evidence that the models underlying the formation of behavioral versus
attitudinal forms of customer loyalty may vary across research settings.
Research and managerial implications are presented and discussed. Celuch, Kevin, Steven A. Taylor, and Stephen Goodwin (2004),
"Understanding Salesperson Internet Information Management Intentions:=
A
Test of Competing Attitude Models," The
Journal of Insurance Issues, 27 (1), 22-40. Description: This study compares t=
wo
attitude models – The Theory of Reasoned Action (TORA) which includes
attitude and subjective norm components, and the Theory of Planned Behavior
(TOPB) which includes TORA facets and also examines a decomposed perceived
behavioral control construct that consists of self-efficacy and perceived c=
ontrol. Data
from over 700 salespersons of a medium-sized, national insurance/financial
services company are used to explore the models using structural equation
modeling. The results suggest that the TRA and TOPB models are compara=
ble
in terms of standard fit indices, with the TOPB adding substantially to the
variance explained for internet information management intentions for both
customer and company contact. These results hold implications for futu=
re
theory, research, and management of information technology-related salesper=
son
motivation. Taylor, Steven A. and Gary Hunter (2003), “An Exploratory
Investigation into the Antecedents of Satisfaction, Brand Attitude, and Loy=
alty
within the (B2B) eCRM Industry,” Description: This exploratory study
considers a model explaining brand loyalty relative to the electronic Custo=
mer
Relationship Management (hereafter referred to as eCRM=
)
industry. The model focuses specifically on B2B relationships, and includes
customer satisfaction, attitude, brand trust, affect, value, and resistance=
to
change as model constructs. This model, exploratory in nature, begins to he=
lp
sift out the relative direct and indirect influences of an increasingly com=
plex
number of known antecedents to customer loyalty. Particularly noteworthy is=
our
failure to find a direct relationship between e-satisfaction and loyalty.
Rather, we find that the e-satisfaction à loyalty relationship appea=
rs
mediated by brand attitudes in this study. We also report evidence that
post-consumption affect appears more closely related to brand attitude than
e-satisfaction. Service provider trust also emerges as an important anteced=
ent
to brand attitude and satisfaction in this exploratory study. Managerial and
research implications of the tentative results reported herein are presented
and discussed. Taylor, Steven A.
and Gary L. Hunter (2002), "The Impact of Loyalty with eCRM
Software and eServices," The International Journal of Service Industry Management:
Special Issue -- Research on eService, 13 (5), 452-74. Description: This study provides an
exploratory investigation that looks at the well-established (in other
marketing settings) relative influences of quality, customer satisfaction, =
and
loyalty in the formation of future purchase intentions and word-of-mouth
behaviors within the eCRM industry. The results
suggest that all of these constructs appear important as predicted by extant
service theory, with customer loyalty appearing superordinate to customer
satisfaction in the formation of both customer behavioral intentions and
word-of-mouth behaviors. We ultimately conclude that e=
CRM
marketers must (1) first identify means of increasing the overall level of =
customer
satisfaction within their industry, and (2) then begin to consider moving
beyond customer satisfaction toward broader loyalty-based strategic marketi=
ng
objectives to support their relationship marketing practices. We conclude by
discussing the practitioner and research implications of the reported study=
. Taylor, Steven A=
.,
Kevin Celuch, and Stephen Goodwin (2002),
“Technology Readiness in the eInsurance
Industry: An Exploratory Investigation and Development of an Agent Technolo=
gy eConsumption Model,” The Journal of Insurance Issues, (Fall 2002, Vol. 25, No. 2, pp.
142-165). Description: This study generalize=
s Parasuraman’s (2000) Technology Readiness Index=
(TRI)
to agents within the insurance industry. The TRI is found to explain almost=
2/3
of the explained variance of agents’ self-reported perceptions of
technology readiness, with the positive dimensions of optimism and
innovativeness appearing most influential in facilitating technology readin=
ess.
In addition, this study develops and empirically tests an eConsumption
model to help better understand how agents form their intentions to adopt a=
nd
use technology and the Internet. The results suggest that general eConsumption models from the service marketing litera=
ture
can provide the basis for exploratory generalizations to the insurance
industry. Taylor, Steve n =
A.
(2001), “Assessing the Use of Regression Analysis in Examining Service
Recovery in the Insurance Industry: Relating Service Quality, Customer
Satisfaction, and Customer Trust,”
The Journal of Insurance Issues, 24 (1 & 2), 30-57. Description: This study explores
customer service, service quality and trust judgements=
within the context of service recovery and relationship marketing practices
within an insurance setting. The results (1) identify potential interactive=
and
curvilinear influences that possess the ability to bias traditional regress=
ion
results, (2) suggest models of consumer behavior in insurance settings may =
be
quite heterogenous, and (3) provides a research
framework to assist insurance marketers in their own inquires. Strong, Kelly C.,
Richard C. Ringer, and Steven A. Taylor (2001), “The Rules of Stakeho=
lder
Satisfaction (Timeliness, Honesty, and Empathy),” Journal of Business Ethics, 32 (3), 219-230. Description: The results of an
explanatory study explaining the role of trust in stakeholder satisfaction =
are
reported. Customers, stockholders, and employees of financial institutions =
were
surveyed to identify management behaviors that lead to stakeholder satisfac=
tion.
The factors critical to satisfaction across stakeholder groups are the
timeliness of communication, the honesty and completeness of information, a=
nd
the empathy and equity of treatment by management. Celuch, Kevin and Steven A. Taylor (1999), “Involvement with Services=
: An
Empirical Replication and Extension of ZaichkowskyR=
17;s
Personal Involvement Inventory,” Journal of Consumer
Satisfaction, Dissatisfaction, & Complaining Behavior, Volume 12, 109-122. Description: This study proposes a=
nd
empirically validates a reliable and valid eight-tem scale for
“involvement” relative to service settings. The scale is valida=
ted
across eight service firms in four unique service industries. Taylor, Steven A.
and Cesar Madrigal, Jr. (1998), "Assessing Physician/Patient Relations=
hips
in the Presence of HIV/AIDS: An Exploratory Study," Health Marketing Quarterly, Volume 12, Number 2, 5-26. Description: This study investigat=
es
the nature of the relationship between physicians and HIV/AIDS patients wit=
hin
the context of the rapidly evolvong
services/relationship marketing literatures. The results of this study first
suggest that HIV/AIDS patients use the expectancy disconfirmation model when
evaluating the performance of their physician. In addition, the nature and
power of the physician/patient relationship under these clinical conditions
appears strongly related to the patient's overall evaluation of their quali=
ty
of life/life satisfaction. Baker, Thomas L.=
and
Steven A. Taylor (1997), “Patient Satisfaction and Service Quality in=
the
Formation of Patient’s Future Purchase Intentions in Competitive Heal=
th
Care Settings, Health Marketing
Quarterly, Volume15, Number 1, 1-16. Description: Models in the general
services literature often generalize poorly to health service settings. This
study replicates Taylor and Baker (1994) within the context of for-profit
versus not-for-profit hospitals. Taylor, Steven A.
(1997), “Assessing Regression-Based Importance Weights for Quality
Perceptions and Satisfaction Judgments in the Presence of Higher-Order and/=
or
Interaction Effects,” Journal of Retaili=
ng:
Special Issue on Services Marketing, 73 (1), 135-159. Description: Service marketers have
historically assumed that service quality perceptions and satisfaction
judgments contribute to desirable outcomes (e.g., purchase intentions) in an
additive fashion. Taylor and Baker (1994) demonstrate that interaction effe=
cts
between quality perceptions and satisfaction judgments may be prevalent in
service marketing scenarios. This study extends the line if inquiry by
investigating the potential for higher-order as well as interaction effects
within service contexts. A large, multi-industry study is presented
demonstrating that failure to identify true higher-order and/or interaction
effects can lead to biased regression weights. A framework is presented to
assist marketers in identifying such effects in their own competitive
setting. Taylor , Steven A., Joel D. Nicholson, Jorge Milan, and Ramiro Valencia Marti=
nez
(1997), “Assessing the Roles of Service Quality and Customer Satisfac=
tion
in the Formation of Purchase Intentions of Mexican Consumers,” Journal of Marketing Theory and Practice: Special Issue on
Multicultural Marketing, (Winter 1997), Volume 5, Number 1, 78-90. Description: An empirical replicat=
ion
of Taylor and Baker’s (1994) model of the formation of consumers̵=
7;
purchase intentions is conducted in Mexico with
results suggesting that Mexican consumers may use additive models in some
service setting in contrast to the interactive models identified in consume=
rs
from the United States. Taylor, Steven A.
(1996), "Consumer Satisfaction and Marketing Education: Extending Serv=
ices
Theory to Academic Practice," Journal of Consum=
er
Satisfaction, Dissatisfaction, & Complaining Behavior, Volume 9, 207-220. Description: The relative merits of
extending advances in customer satisfaction measurement to academic setting=
s is
presented and discussed. An empirical validation of Oliver's (1993b) model =
of
customer satisfaction is also presented. Richard R. Brand=
, J.
Joseph Cronin, Jr., and Steven A. Taylor (1995), "The Measurement and
Importance of Service Quality in the Retailing of Recreational Services,&qu=
ot; Journal of Customer Service in Marketing & Management, Volume II, Number 3, 45-66. Description: Presents an empirical
study that (1) identifies the importance of the recreational service sector=
to
services marketers and practitioners, and (2) assesses the efficacy of the
SERVPERF versus SERVQUAL scales in recreational services for purposes of se=
rvice
quality measurement. The results suggest that differing recreational servic=
es
appear to possess unique properties that dictate whether SERVPERF or
importance-weighted SERVPERF should be used. Taylor, Steven A.
and Thomas L. Baker (1994), "An Assessment of the Relationship Between Service Quality and Customer Satisfaction in t=
he
Formation of Consumers' Purchase Intentions," Journal of Retailing, 70 (2), 163-78. Description: This study presents an
empirical assessment of the nature of the relationship between service qual=
ity
and consumer satisfaction in the formation of consumers' purchase intention=
s.
The conclusion of this study, contrary to the assumption of the implicit
assumption of much of the literature to date, is that this relationship is =
best
described as moderating versus mediating. Taylor, Steven A.
and J. Joseph Cronin, Jr. (1994), "An Empirical Assessment of the SERV=
PERF
Scale," Journal of Marketi=
ng
Theory and Practice, 2 (4), 52-69. Description: An empirical study is
conducted on the SERVPERF scale that identifies that many of the psychometr=
ic
problems associated with the SERVQUAL scale appear to similarly limit the
SERVPERF scale. Hemmasi, Masoud,
Kelly C. Strong, and Steven A. Taylor (1994), "Measuring Service Quali=
ty
for Strategic Planning and Analysis in Service Firms," Journal of Applied Business Research, Volume 10, Number 4, 24-33. Description: Reports an empirical
study that demonstrates that service quality assessment using
performance-importance analysis may be a more useful strategic management t=
ool
than the gap measures recommended by the authors of the SERVQUAL scale=
. Taylor, Steven A.
and Kelly C. Strong (1994), "A Note on the Measurement of Service Qual=
ity:
A (Friendly) Critique of Stank," Journal of Busines=
s Strategies, 11 (1), 76-82. Description: This article discusse=
s Stank's (1993) recent call for using the SERVQUAL sca=
le as
a basis for measuring logistics service quality in light of the emerging
literature criticizing the SERVQUAL model and scale. Taylor, Steven A.
and J. Joseph Cronin, Jr. (1994), "Modeling Patient Satisfaction and
Service Quality," Journal of Health =
Care
Marketing, 14 (1), 34-44. Description: A nonrecursive
relationship between service quality and consumer satisfaction is identifie=
d and
reported which may provide insights into the conflicting evidence reported =
to
date in the general services literature. Taylor, Steven A.
(1994), "Distinguishing Service Quality from Satisfaction in Developing
Health Care Marketing Strategies," Hospital
and Health Services Administration, 39 (2), 221-36. Description: The paper presents the
argument to marketing health care practitioners that service quality and
satisfaction are currently confounded in health services research. The paper
further provides a conclusion which purports to resolve the controversy bas=
ed
on emerging literature. Managerial strategic implications are presented and
discussed. Cronin, J. Joseph
Jr. and Steven A. Taylor (1994), "SERVPERF versus SERVQUAL: Reconciling
Performance-Based and Perceptions-Minus-Expectations Measurement of Service
Quality," Journal of Marketi=
ng, Volume 58, Number 1 (January 199=
4),
125-131. Description: This manuscript
represents a lengthy conceptual and empirical response to a rejoinder to Cr=
onin
and Taylor (1992). The manuscript reviews the preponderance of evidence that
has emerged since Cronin and Taylor (1992) and reasserts the position that
performance-based measures of service quality are more theoretically and
empirically sound than measures based on objective forms of
disconfirmation-based gap analyses. Taylor, Steven A.
(1993), "The Roles of Service Quality, Consumer Satisfaction, and Valu=
e in
Quinn's (1992) Paradigm of Services," Journal
of Marketing Theory and Practice, Volume 2, Number 1 (Fall 1993), 14-26. Description: Reconciles Quinn's
exciting services paradigm from the management literature with the
emerging marketing-based service quality/satisfaction literature. Taylor, Steven A=
.,
Alex Sharland, J. Joseph Cronin, Jr., and Willi=
am Bullard
(1993), "Recreational Service Quality in the International Setting,&qu=
ot; The International Journal of Service Industry Management, 4 (4), 68-86. Description: The study investigates
how service quality is treated in international recreational settings. The
results suggest that the traditional exemplars of service quality investiga=
tion
in the United States may not generalize well to international settings.
Managerial and research implications are presented and discussed. Cronin, J. Josep=
h Jr.
and Steven A. Taylor (1992), "Measuring Service Quality: A Reexaminati=
on
and Extension," Journal of Marketi=
ng, 56 (3), 55-68. Description: The study represents a
theoretical development and LISREL-based empirical assessment of the service
quality construct and its relation to consumer satisfaction and purchase
intentions. This work calls into question the traditional conceptualization=
of
the construct by demonstrating the efficacy of performance-only measures and
supports the traditional paradigm suggesting perceived service quality is a
causal antecedent to satisfaction. Taylor, Steven A. (2011), "The Role of Affect and Marketing Stim=
uli
in Consumer Decisions about Changing Car Insurers," 2011 Munich Behavioral Insurance Workshop, Munich Risk and Insurance Center (MRIC) at Ludwig-=
Maximilians-University
in Munich, Germany, December 12-13 2011. Description:
Consumer loyalty is an important marketing consideration for automobile
insurance carriers. Evidence suggests that insurance scholars and practitio=
ners
should consider affective as well as cognitive considerations in how consum=
er
loyalty judgments form, and that regret appears a particularly important
affective consideration. This perspective is evidenced through a study
demonstrating that (1) both cognitive and affective considerations are
important in the formation of loyalty motivations related to car insurance,=
(2)
both action and inaction effects appear related to anticipated regret in th=
is
context, and (3) marketing stimuli such as perceived price and brand advant=
ages
may have differential effects on the consumer judgment and decision-making
processes underlying consumer loyalty. Together, the results suggest that
understanding both the cognitive and affective foundations of these
differential effects, as well as their interaction with marketing stimuli,
appears important if insurance marketers and social scientists are to fully
understand consumer loyalty responses. The managerial and research implicat=
ions
of the reported study are articulated and discussed. Description: This discussion prese=
nts
the argument that the 2008 Digital Olympics represents an outstanding
opportunity to contribute to our understanding the appropriate basis for
asserting “IT success” with large-scale consumer venues. The
discussion first defines services from the perspective of the evolving
service-based dominant logic in marketing. Second, these Olympic games should consider moving beyond traditional measur=
es of
“IT success” such as service quality and customer satisfaction
toward broader customer equity measures. Finally, the important issues of
construct equivalence and cultural influences are briefly reviewed to help
guide these measurement activities. Strong, Kelly C., Richard C. Ringer, and Steven A. Taylor (1999),
"THE Rules of Stakeholder Satisfaction (Timeliness, Honesty,
Empathy),” Proceedings of International Association for Business and
Society (IABS), June 24-28, Paris. France. Description: The results of a
preliminary stakeholder satisfaction study are reported. Customers,
stockholders, and employees of financial institutions were surveyed to iden=
tify
management behaviors which lead to satisfaction. The factors critical to
satisfaction across stakeholder groups are the timeliness of communications,
the honesty and completeness of the information and the empathy and equity =
of
treatment by management. Taylor, Steven A., Chiharu Ishida, Jamie R.
Mulligan, and Myoung Jin Kim (2012), “
Taylor, Steven A. and Timothy Longfellow (2005),
Understanding How Attitudes Affect Physician Compliance with Legal Behavior=
al
Constraints,” Journal =
of
Hospital Marketing and Public Relations, Vol.15, No. 2, 91-107.<=
/span>
Refereed
International Meeting Proceedings
Taylor, Steven A. and John H. Bantham (2005),
“Measuring ‘IT Success’ at the 2008 Digital Olympic
Games,” 2005 IEEE International Conference on Services and Logistics,=
and
Informatics, August 8-10, 2005, Beijing , China =
.
Refereed
National Meeting Proceedings/Workshops
Approach,” Journal
of Consumer Satisfaction, Dissatisfaction & Complaining Behavior Bienni=
al
Conference, La Verne, California, June
20th -June 24th , 2012.
Description:
Oliver's Expectancy Disconfirmation Model (EDM) asserts that satisfaction a=
s a
consumption response cannot occur without a standard of comparison,
specifically performance is compared to the consumer's expectation. This
comparative process is referred to as disconfirmation. The EDM establishes
disconfirmation as a unique latent construct, and further breaks
disconfirmation down into objective and subjective forms. We first argue th=
at
disconfirmation is conceptually very similar to the concept of congruence (=
i.e.,
agreement, similarity, fit) in organizational theory. We then review a
potential advance in using latent modeling techniques to operationalize
congruence/disconfirmation processes, called the Latent Congruence Model (L=
CM).
This model is appears to be more consistent with objective disconfirmation.
Finally, there are a number of potential theoretical and modeling issues th=
at
are identified for consumer satisfaction researchers to consider if interes=
ted
in using the LCM in consumer satisfaction research, including issues relate=
d to
multicollinearity and model identification/rank=
-order
conditions.
Taylor, Steve A.=
and
Chiharu Ishida (2010), “A Proposed Framework For Assessing Measurement
Models Involving Self-Report Consumer Satisfaction Judgments,” Journal of Consumer Satisfaction, Dissatisfaction
& Complaining Behavior Biennial Conference, June 15 – 18, 2010, River
Forest, Illinois, pp. 95-107.
Description:
Virtually all measures of consumers’ satisfaction judgments to date a=
re based
upon self-report measures. Classical testing theory (CTT) has been largely
considered to date to be an adequate theoretical underpinning for assessing=
the
veracity of self-report satisfaction measures, with an almost universal foc=
us
on issues related to reliability and validity of construct measures as
standards for measurement efficacy. However, the current research identifies
recent advances in measurement theory and practice that we suggest would
benefit the assessment of measurement models associated with self-report
satisfaction studies. A three-phase framework is proposed to assess
satisfaction-based measurement models relying on self-r=
eports.
The proposed framework is then demonstrated through a study assessing stude=
nt
course satisfaction.
Hunter, Gary L. =
and
Steven A. Taylor (2004), “A Propositional Framework Exploring
Consumers’ Shopping Center Choices,” Enhancing Knowledge
Development in Marketing, Ed. Kenneth L. Bernhardt, James S. Boles, and Pam=
Scholder Ellen. American Mar=
keting
Association Summer Educators’ Conference. Chicago
: AMA 15, 267. (Abstract).
Description: A theoretical
conceptualization consumers’ shopping center choice based on Perugini and Bagozzi’s MGB
attitude model.
Taylor, Steven A=
.,
J. Joseph Cronin, Jr., and Allen W. Imershein (=
1993),
"Channel Power: A Proposed Multidimensional Perspective," Proceed=
ings
of the Academy of Marketing Science's 1993 Conference, Volume XVI, M. Levy =
and
D. Grewal (Eds.), 599-604.
Description: A theoretical
conceptualization of channel power which extends Taylor (1992) by demonstra=
ting
that channel power may be more appropriately viewed as a multidimensional
construct which operates at numerous levels of dyadic channels relationship=
s.
Taylor, Steven A.
(1992), "Power and Conflict in Marketing Channels: An Alternative
View," Contemporary Business Issues: Proceedings of the 1992 Academy of
Business Admin istration Conference, Sammy G. A=
min,
ed. Academy of Business Admin istration, 755-76=
4.
Description: A conceptual study wh=
ich
proposes a broader conceptualization of the power construct and its relatio=
n to
conflict coupled with a series of propositions for future research
consideration.
J. Joseph Cronin,
Jr., Peter Stanwick, and Steven A. Taylor (1992=
),
"A Model of the Relationship Between the Environment, Strategy, and
Performance," Developments in Marketing Science: Proceedings of the 19=
92
Academy of Marketing Science Conference, Volume XV 1992, Victoria L.
Crittenden, ed. Academy of Marketing Science, 1-5.
Description: A conceptual study wh=
ich
extends the environmental focus presented by McKee, Va=
radarajan,
and Pride (1989) by considering how five different dimensions of the
environment (complexity, dynamism, concentration, capacity, and
interconnectedness) interact with the type of adaptive strategy chosen to
ultimately impact the overall performance level of a firm. Propositions for
future research consideration are also presented.
Taylor, Steven A=
.,
J. Joseph Cronin, Jr., and Allen W. Imershein (=
1992),
"Organizational Theory and Paradigms of Organizational Behavior,"
Marketing Theory and Applications: Proceedings of the American Marketing
Association 1992 Winter Educators' Conference (Focus on Theory Construction=
),
Chris T. Allen et al, eds. Volume 3, American Marketing Association, 162-17=
6.
Description: Proposes a Kuhnian-based theoretical explanation of organization=
al
behavior based on recent advances in sociology which purports to better exp=
lain
the influences of philosophical and sociological variables on organizations=
and
markets.
Taylor, Steven A=
.,
J. Joseph Cronin, Jr., and Randall S. Hansen (1991), "Schema and Script
Theory in Channels Research," Marketing Theory Applications: Proceedin=
gs
of the 1991 American Marketing Association Winter Educator's Conference, Ed=
s.,
Terry L. Childers, Scott B. Mackenzie, Thomas W. Leigh, Steve n Skinner, Jo=
hn
G. Lynch, Jr., Susan Heckler, Hubert Gatignon,
Raymond P. Fisk, and John L. Graham, 15-26.
Description: A conceptual explanation extending
schema and script-based theory to channels research.
Stanwick, Peter, J. Joseph Cronin, Jr., and Steven A. Taylor (1991),
"Environmental Scanning, Environmental Uncertainty, and the Capabiliti=
es
of the Firm: A Proposed Framework," Proceedings of the 1991 Academy of
Marketing Science Conference, Volume XIV, Robert L. King, ed. Academy of
Marketing Science, 106-110.
Description: A conceptual framewor=
k is
proposed which identifies the environmental scanning characteristics of the
firm based on two environmental dimensions; (1) environmental uncertainty, =
and
(2) the capabilities of the firm to implement the adaptive strategy.
Taylor, Steven A.
and J. Joseph Cronin, Jr. (1994), "Operationalizing Consumers' Percept=
ions
of Service Sacrifices: An Exploratory Analysis," Proceedings of the
Southern Marketing Association, Brian T. Engelland
and Alan J. Bush (Eds.), Southern Marketing Association.
Description: A LISREL-based empiri=
cal
analysis of the operational determinants of consumers' perceptions of the
Sacrifices inherent in service-based exchanges is reported.
Taylor, Steven A.
and Kelly C. Strong (1994), "Service Value & Strategic Decision
Making: An Exploratory Analysis," Proceedings of the 37th Meeting of t=
he
Midwest Division of the Academy of Management , =
(Forthcoming).
Description: An exploratory empiri=
cal
study which assesses the psychometric properties of the four alternative
definitions of the service value construct identified in Zeithaml's
(1988) conceptual model. The role of service value in strategic decision ma=
king
is further explored.
Taylor, Steven A=
.,
J. Joseph Cronin, Jr., and Richard R. Brand (1993), "Assessing the
Dimensionality of Services Data: A Proposed Method of Triangulation,"
Proceedings of the 1993 Atlantic Marketing Association, Volume IX, Donald L.
Thompson (Ed.), 242-246.
Description: An empirical study wh=
ich
calls on marketing researchers to use multiple methods of validating service
quality data. A study is presented demonstrating three separate techniques =
for
confirming the factor structure of data sets: (1) confirmatory factor analy=
sis
using LISREL, (2) exploratory factor analysis using maximum likelihood, and=
(3)
multidimensional scaling.
Taylor, Steven A=
.,
Randall Hansen, and Richard Heiens (1992),
"Service Quality: An Examination Using Multi-Dimensional Scaling,"
1992 Proceedings of the Southern Marketing Association, Robert L. King, ed.,
401-405.
Description: An empirical
investigation using multi-dimensional scaling techniques of the relationship
between perceived service quality of consumers i=
n a
number of recreational service settings.
Taylor, Steven A.
(1991), "Importance in Leisure Activities: An Exploratory Factor
Analysis," Proceedings of the 1991 Southern Marketing Association, R. =
L.
King, ed., 241-45.
Description: An exploratory empiri=
cal
investigation of the hypothetical construct "importance" in the
leisure activities and recreational setting which identifies three factors =
for
future research consideration, including (1) event environment, (2) event
quality, and (3) event cost.
Hansen Randall S=
.,
Katharine S. Hansen, and Steven A. Taylor (1991), "The Ethical
Implications of Television Advertising to Children: An Advertising Effects
Model," Proceedings of the 1991 Southern Marketing Association, Robert=
L.
King. ed., 359-63.
Description: A conceptual study wh=
ich
reviews the literature and develops a model of the influence of television
advertising on young children, and includes a discussion of the ethical
implications of the proposed model.
Taylor, Steven A=
.,
J. Joseph Cronin, Jr., and Gary C. Oliphant (1990), "The Hospital
Marketing Paradox," Progress in Marketing Thought: Proceedings from the
1990 Southern Marketing Association. Eds., Louis M. Ca=
pella,
Henry W. Nash, Jack M. Starling, and Ronald D. Taylor, 435-439.
Description: A conceptual study wh=
ich
identifies a paradox in hospital-based marketing practices which suggests
marketing strategy efficiency should be an important consideration for
marketing researchers and practitioners in this important industry.
Oliphant, Gary C=
.,
J. Joseph Cronin, Jr., and Steven A. Taylor (1990), "The Impact of
Organizational Strategy on Interfirm Channel Co=
nflict
and Satisfaction," Progress in Marketing Thought: Proceedings from the
1990 Southern Marketing Association. Eds., Louis M. Ca=
pella,
Henry W. Nash, Jack M. Starling, and Ronald D. Taylor, 212-217.
Description: A conceptual study wh=
ich
develops a set of research propositions based on the Miles and Snow (1978)
typology. Winner of the Outstanding Paper in the Channe=
l of
Distribution, Product, and Pricing Track.
·
Title of Project: =
Consumer
Needs and Social Networking, Fiscal years 2011-2012 (Internal Undergraduate Research G=
rant
Funded, $12,000). Article in Refereed Publications: (Taylor et al., 2012)
·
Title of Project: Understanding Intention Formation of Digital Piracy
Behaviors, Fiscal years 2007-2008 (External Research Grant via ISU's Digital
Citizenship Project, $30,000). Articles in Referred Publication: Taylor
(2012a), Taylor (2012b), Taylor et al. (2009).
·
Title of Project: Understanding Professional Liability Insurance, Fis=
cal
Year: Spring 2004 (External Research Grant, Fireman's Fund Insurance Compan=
y,
$40,000). Articles in Referred Publication: “Understanding (Customer
Based) Brand Equity in Financial Services,” Journal of Services Marketing, 21 (4), 241-252, (2006). ”Testing an
Expanded Attitude Model of Goal Directed Behavior in a Loyalty Context,R=
21; Journal of Satisfaction, Dissatisfaction, & Complaining
Behaviors, Volume 19, pages 18-39, (2007).
·
Title of Project: Understanding Technology Readiness and Intentions to
Use the Internet in Industrial Business Settings, Fiscal Year
: July 2002 – June 30, 2003 (Partially Funded, $5,140.50). Art=
icle
in Referred Publication: “eCommerce and
Industrial Business Consumers: An Exploratory Investigation Into
the Question of Selling Direct,” Journal of
Business-to-Business Marketing, 5 (2), 39-72, (2005).
·
Title of Project: Understanding Industrial Marketing Relationships,
Fiscal Year: July 2000 – June 30, 2001 (Internal Grant Funded, $5,000=
).
This met the URG program requirements to again seek URG support. Article in
Referred Publication: "The Relative Importance of Brand Equity to Cust=
omer
Loyalty in an Industrial Setting," Journal
Product & Brand Management, 13 (4), 217-27, (2004).
·
Title of Project: An Empirical Investigation of Service Value and
Involvement, Fiscal Year: July 1998 – June 30, 1999 (Funded, $8,000).
Article in Referred Publication: "Involvement with Services: An Empiri=
cal
Replication and Extension of Zaichowsky’s
Personal Involvement Inventory,” Journal of
Satisfaction, Dissatisfaction, and Complaining Behaviors, Volume 12, 109-22, (1999).
·
Title of Project: An Examination Into the Relationship Between Service
Quality and Patient Satisfaction, Fiscal Year: July 1996 – June 30, 1=
997
(Funded, $7,000). Article in Referred Publication: “Patient Satisfact=
ion
and Service Quality in the Formation of Patient’s Future Purchase
Intentions in Competitive Health Care Settings, Health Marketing Quarterly, Volume15, Number 1, 1-16, (1997).
·
Title of Project: An Examination Into the Relationship Between
Satisfaction and Quality: Assessing Interactions, Fiscal Year: July 1995
– June 30, 1996 (Funded, $6,000). Article in Referred Publication:
“Assessing Regression-Based Importance Weights for Quality Perceptions
and Satisfaction Judgments in the Presence of Higher-Order and/or Interacti=
on
Effects,” Journal of Retaili=
ng:
Special Issue on Services Marketing, 73 (1), 135-159, (1997).
·
Regular attendee of the CARMA Webinar annual research method webinar
series at ISU related to a plethora of research topics.
·
CARMA Summer Short Course: Alternatives to Difference Scores –
Polynomial Regression and Response, by Dr. Jeff Edwards, May 16-19, 2012 in
Detroit, Michigan.
·
CARMA Summer Short Course: Intermediate Structural Equation Analysis,=
by
Professor Larry Williams, Jan. 8-10, 2009, Richmond, Virginia.
·
CARMA Summer Short Course: Advanced Topics in Structural Equation Met=
hods
by Dr. Robert Vandenberg, University of Georgia. Attended May 14-May 17, 20=
08.
Richmond, Virginia.
·
CARMA Summer Short Course on Multi-Level Analysis Methods, May 18-20,
2006 and taught by Dr. Paul Bliese, Walter Reed=
Army
Institute of Research. Richmond, Virginia.
·
Faculty Research Seminar on Logistic Regression, Illinois State University , April 8, 2005. Instructors: Peter Foreman=
and
Matthew Nelson. April 8, 2005.
·
Item Response Theory (IRT) Workshop, Instructors: Dr. Steve Reise and Dr. Susan Embretson.
SSI Scientific Software International, Chicago ,=
IL .
(May 10-12, 2004)
·
Advanced Marketing Research, SPSS Training Series. Focused on Conjoint
Analysis and Multidimensional Scaling techniques. Chica=
go ,
IL (2003).
·
Structural Equation Modeling with LISREL8.5, Instructors: Karl Joreskog & Dag Sorbom,
Uppsala University . Sponsored by the National O=
pinion
Research Center (NORC), Chicago , Illinois . (20=
00)
·
Structural Equation Modeling with LISREL8.3, Instructors: Karl Joreskog & Dag Sorbom,
Uppsala University. Sponsored by the National Opinion Research Center (NORC=
), Chicago , Illinois . (1998)
·
Structural Equation Modeling with Amos, Instructors: Dr. James Arbuck=
le
and Dr. Werner Wothke. Sponsored by SmallWaters Corporation, Chicago =
,
Illinois . August 13 and August 14 1997 .
·
Structural Equation Modeling with LISREL8.2, Instructors: Karl Joreskog & Dag Sorbom,
Uppsala University. Sponsored by the National Opinion Research Center (NORC=
), Chicago , Illinois . March 19 through March 21 1997 .
·
McLean County Chamber of Commerce
(2011-2012). Involved a (pro bono) joint effort between ISU and the McLean County
Chamber of Commerce to address dwindling membership and engagement concerns.
Personally conducted a series focus groups of
stakeholder groups and presented a written and oral report to the Executive
Board of the McLean County Chamber of Commerce. Followed this up with a com=
plex
membership survey development project that I developed and implemented with
Country Company Insurance and Financial Services.
·
Afni Insurance, Outsourcing and Insurance Subrogation (2005). This project involved conducting a
focus group of senior insurance professionals in order to gain a better
understanding of subrogation practices as they relate to the insurance
industry. The final report included a brief literature review of outsourcing
trends in general, insurance industry outsourcing trends, the results of the
focus group, and a set of recommendation to assist insurers and subrogation
vendors in developing and maintaining healthy and productive long-term
marketing relationships.
·
Interstate Insuran=
ce
Group (a subsidiary if Fireman’s Fund (2004)), Modeling Brand Equity and Loyalty=
in
the Professional Liability Insurance (PLI) Industry for Accountants (2004).
This project involved three (3) independent yet complementary studies. Stud=
y 1
involved measuring brand equity in this industry setting using multidimensi=
onal
scaling (MDS) techniques. Study 2 identified attribute importance using
conjoint analyses. Study 3 involved the most recent attitudinal model in the
literature to date (Perugini and Bagozzi
2001). A total of 6000 surveys were sent out. Results suggested that brand
equity and attitudinal loyalty as quite low for this industry, in spite of =
good
performance by insurance marketers. A series of managerial and research
recommendations were developed and presented to IIG’s senior manageme=
nt
team in Chicago in May 2004.
·
Planned Parenthood=
of
Illinois (2003). Modeling Health Service Providers’ Abortion Attitudes (2003).
This study is quantitative in nature and involves the development of a
comprehensive attitudinal model of abortion attitudes of health service
providers (physicians, nurses, and pharmacists). This project is currently
ongoing and involves a large mailed survey.
·
KANA, Inc. (2002)<=
/span> Understanding B2B Consumption in =
the
CRM Software Product Space (2002). This project involved a qualitative
investigation into the attributes and general consumption model associated =
with
adoption and implementation of multi-million dollar CRM software. Focus gro=
ups
were conducted in the United States and Europe developing a better understa=
nding
of the commonality and differences associated with constructs such as quali=
ty,
satisfaction, value, and loyalty.
·
KANA, Inc. and Blue
Hammock (2002). Measuring Customer Satisfaction and Loyalty with CRM software/service
(2002). This project involved two comprehensive international studies of
customer satisfaction with CRM software and service across B2B CRM
providers. The study was quantitative in nature using survey-based onl=
ine
data collection methodologies. Results included the development of a series=
of
IMC-related marketing strategies.
·
State Farm Insuran=
ce
Companies. Understanding Renter’s Insurance (2002). The project was both
qualitative and quantitative in nature. First, a series of focus groups were
conducted on renting professionals and renting customers to form the basis =
for
a follow-up quantitative study using an online survey. Results included the
development of a series of IMC-related marketing strategies.
·
Country Companies
Insurance and Financial Services. Understanding Technology Readiness of Agents in Insurance and Financ=
ial
Services (2002). The project was quantitative in nature and involved a mail=
ed
survey of over 600 agents. The results formed the foundation for a series of
recommendations to assist marketers in helping agents more readily adopt
technology in support of emerging technology-based corporate initiatives wi=
thin
this industry.
·
Caterpillar, Inc.<=
/span> Developing a Technology-Sensitive
Integrated Marketing Communication Strategy (1999-2001). Developed a series=
of
six formal presentations to the corporate advertising team of Caterpillar,
Inc., Peoria , Illinois during 1999-2001 concern=
ing
the (1) evolution of eBusiness and eMarketing activities, (2) influence of the Internet =
on
marketing communication practices, (3) the synergies possible between
relationship marketing activities and technology-based communication
initiatives, and (4) how to develop an integrated marketing communication (=
IMC)
strategy.
·
KANA, Inc. =
Measuring Customer Satisfaction wi=
th
CRM software/service (2001). This project involved a sophisticated study of
customer satisfaction with CRM software and service of this B2B CRM
firm. The study was quantitative in nature using survey-based online d=
ata
collection methodologies. Results included the development of a series of I=
MC-related
marketing strategies.
·
Country Companies
Insurance and Financial Services. Understanding Consumer Perceptions of Quality, Satisfaction, and Tru=
st
in Insurance and Financial Services (2001). The project was quantitative in
nature and involved a mailed survey of over customers of a medium-sized
insurance and financial services organization. Results included the develop=
ment
of a series of managerially oriented and IMC-related marketing strategies. =
· =
"Social Networking," Presented by
Taylor, Steven A. and Jamie Mulligan-Weiland,
Building Business Through Social Media – Katie Insurance School Sympo=
sium
Series, Illinois State University, presented April 2011. 60 minute presenta=
tion
to an audience size of approximately 50 insurance middle and senior manager=
s.
· =
“An Exploratory Study of Student Engagement in Major and Non-Ma=
jor
Coursework,” ISU 2011 Annual University-Wide Teaching and Learning
Symposium, 2011.
·
“Introduction to ISU’s Statistical Consulting Center,R=
21;
College of Nursing Brown Bag Series, 2007. 45 minute presentation to an
audience size of approximately 25 educators and doctoral students.
·
“Lessons Learned on Working with Outsourcing and 3rd
Party vendors in Claims,” Annual National Association of Insurance
Subrogation Professionals (NASP), Orlando, Fl 2=
007.
45 minute presentation to an audience size of approximately 100 insurance
managers.
·
“Outsourcing and Insurance Subrogation,” presented at the=
3rd
Annual National Property Subrogation ExecuSummit, New
York , New York . April 25, 2006. 50 minute
presentation to an audience size of approximately 40 senior managers.
·
“Capturing Video and Using Video in the Classroom,” COB
Technology Buffett, Fall 2006.
·
“Relationship Marketing,” presented as part of 44th Annual
All Industry Day 2005, Central Illinois Chapter of the Chartered Property a=
nd
Casualty Underwriters (CPCU), November 3, 2005. Audience size approximately
600.
·
“The Utility of Web Pages in Fostering the Mclean County Brand
Image,” presented to Leadership Mclean County, Illinois State Univers=
ity,
February 2005.
·
“Understanding the Research Support Needs of Faculty at ISU,=
221;
Illinois State University. Conducted and presented an online survey of ISU
faculty related to their perceptions of research support and existing needs.
Presented to the University Statistical Consulting Group, Fall
2003.
·
“An Introduction to Conjoint Analysis,” with Gary Hunter,
Department of Marketing. April 2003. This was a two-hour brown bag presented
for university-wide ISU faculty in Spring 2003. =
·
“Marketing, IT, and Strategic Planning,” September 2002, =
the
Association of Information Technology Professionals, Bloomington, IL.
·
“An Introduction to Marketing for Construction Services,”
July 2002, Gantry Cranes, Peoria, IL .
·
“Introduction to LISREL 8.3: Fundamentals of Structural Equation
Modeling,” with Jef Kahn, Department of
Psychology. This was a two-hour brown bag presented to university-wide ISU
faculty in Spring 1999.
·
“Managing Customer Relationships,” 1996, Bloomington,
Illinois. Presented as a special workshop sponsored by the Central Illinois
Chapter of the American Marketing Association. The professional presentation
fee was donated back to the AMA.
·
“Service Quality and Patient Satisfaction,” 1996, Pana, Illinois. Presented special workshop to the gov=
erning
board and medical staff of Pana Community Hospi=
tal as
a professional courtesy (no fee accepted) to assist in JCAHO hospital
accreditation requirements for in-service training.
·
“Preparing for Graduation,” 1996, Illinois State Universi=
ty.
Presented an evening seminar to the Business Club.
·
“Designing Focus Groups,” 1995, Bloomington, Illinois.
Developed and presented a tutorial workshop on qualitative research in supp=
ort
of professional development efforts of the Central Illinois Chapter of the
American Marketing Association. Joint effort with Jim =
Charlesworth,
Marketing Research Director, Growmark. The
professional presentation fee was donated back to the AMA.
·
“Marketing,” 1995, Illinois State University. Presented a
discussion of Marketing and its relevance to a student Business Learning
Community group, sponsored by Dr. A. Dillingham, Undergraduate Academic
Services.
·
“Marketing at ISU,” 1994, Illinois State University
. Presented a discussion of self-marketing to the ISU Chapter of the
American Marketing Association.
·
“Customer Satisfaction and Accounting Practices,” 1994,
Bloomington, Illinois. Presented a special workshop for the Central Illinois
Chapter of the American Accounting Association. The professional fee was
donated back to the AAA.
·
"Recreational Service Quality in the International Setting,"
July 1992, presentation at the 2nd International Research Seminar in Service
Management, aix-en-provence, institut
d'administration des enterprises universite
d'aix-marseille, France.
·
"Distinguishing Service Quality and Consumer Satisfaction in Hea=
lth
Services," 1993, Champaign, Illinois . Pres=
ented
a mini-workshop and participated as a member of a discussion panel for the
Central Illinois Chapter of the American Marketing Association, Champaign,
Illinois. The professional fee was donated back to the AMA.
·
Outstanding University Researcher (2013), Illinois State University,
Normal, IL.
·
Selected as inaugural Hinderliter Chair of
Business, Illinois State University, in 2012.
·
Outstanding Reviewer, Journal=
of
Service Research, 2007.
·
Country Financial Faculty Scholar (2006), College of Business, Illino=
is
State University, Normal, IL.
·
College of Business Outstanding Teacher (2001), Illinois State
University, Normal, IL.
·
Caterpillar Scholar (1998, 2003), College of Business, Illinois State
University.
·
Inducted into Beta Gamma Sigma as a faculty member (1997).
·
Outstanding Researcher for College of Business (1997, 2011), Illinois
State University, Normal, IL.
·
Wilma Jean Alexander Technology Innovation Award (1997), College of
Business, Illinois State University, Normal, IL.
·
University Teaching Initiative Award (1997), Illinois State Universit=
y,
Normal, IL.
·
University Research Initiative Award (1995), Illinois State Universit=
y,
Normal, IL.
·
Outstanding Ad Hoc Reviewer (1993), Journal of the Academy of Marketi=
ng
Science
·
Navy Achievement Medal (Second Award), Awarded by the Chief of Naval
Operations, (1989).
·
Navy Achievement Medal, Awarded by Secretary of the Navy (1988).
·
Good Conduct Award, United States Navy, (1979).
·
Co-Editor, Journal of Consumer
Satisfaction, Dissatisfaction & Complaining Behavior, (2006 to Present).
·
Founding Member, SPSS Academic Advisory Board, Ch=
icago
, IL . (2002 to 2005).
·
Member (Initial Invitee), Editorial Review Board, Journal of Service Research. (1997 to Present)
·
Member, Editorial Review Board, International Jou=
rnal
of Service Industry Management, (1994 to present).
·
Central Illinois Chapter of the American Marketing
Association: Treasurer (1994-1995), Vice President of Communications
(1993-1994)
·
Co-Ordinator, Special Workshop on Relatio=
nship
and Services Marketing, 1996 American Marketing Association Summer
Educator’s Conference, San Diego, CA.
·
Co-Ordinator, Special Workshop on Relatio=
nship
Marketing, 1995 American Marketing Association Winter Educator’s
Conference, San Diego, CA.
·
Ad hoc reviewer for the Journal of Marketing, Journal of the Academy =
of
Marketing Science, Journal of Retailing, as well as numerous other journals.
Review approximately 18-25 journal articles annually for prestigious Market=
ing
journals between 1996 to present.
·
Additionally annually review for numerous National and Regional
conference proceedings.
·
Reviewer, SPSS, Inc. (1994 to 2003).
·
Faculty Exchange Program, ITESM, Monterey ,
Mexico (Summer 1996).
·
Analyst for the 1991 Florida Governor's Task Force on Private Sector
Health Care Responsibility.
·
Have donated time and expertise to numerous organizations as a
representative of the Illinois State University, College of Business, and
Department of Marketing, including:
* Reviewed and identified areas of improvement for Heritage Enterprises,
Inc.’s satisfaction and discharge surveys for their nursing homes (19=
96).
* Assisted Barbara Gould of Effective Marketing Solutions with an overview =
and
evaluation of their market strategy and competitive emphases (1996).
* Served as moderator for the Pana Community
·
Represented ISU and the College of Business with a student in ISU Liv=
e on
cable channel 21 on Chicago (1996).
·
Annually attend luncheons with recruiters of ISU COB students, mentor=
ed
scores of students, and made many recommendations of students.
·
Search Committee Member, Cross Chair in the Scholarship of Teaching
(2012)
·
University Statistical Consulting Center (2005-Present, a founding
member)
·
University Research Committee (2011-2012)
·
Provost Task Force on Distance Learning (2008-2009)
·
Member, University President’s Task Force on Diversity (2008-20=
09)
·
Member, Provost Committee on Research Development (2002 – 2009)=
·
Member, State Farm Technology Faculty Development Committee (1999-200=
6).
·
Member, Provost’s Technology Strategic Planning Oversight Speci=
al
Committee (1998-1999)
·
Faculty Advisor, Sigma Alpha Mu, 1997-2002
·
Strand Diversity Award Committee (1996-2002)
·
Institutional Review Board Executive Committee (IRB, Member), 1996-19=
99.
·
ECAT, Member, 1996 - 1999.
* Chairman, Subcommittee for User Services
* Member, University Strategic Vision Subcommittee
·
Web Master, University Foundations of Inquiry Internet Home Page (19=
97-1998).
·
University Commission for a Pluralistic University, Member, 1996 - 20=
02.
* Retention Subcommittee, Member, 1996 - 2000.
* Recruitment Subcomittee, Member, 1996 - =
2000.
* Webmaster, Internet home page for the commission, 1996 - 1999.
·
Donated analysis of University collected (qualitative) data for
Non-Tenured Faculty Satisfaction Survey (1997).
·
Represented the College of Business as a panel speaker as part of the
University Ethics Program (Spring 1999).
·
Represented the College of Business as a faculty speaker at the
University Open Forum of Foundations of Inquiry (Fall 1996).
·
Sponsor, ISU Tae Kwan Do Club (1995 - 1997).
·
Bromenn/ISU Center for the Study of Aging, Fellow, 1992-1998.
·
University Multicultural Center's Advisory Committee, Member, 1993-19=
98.
·
ISU Bureau of Tourism and Recreation Research, Member, 1997-1999.
·
Community Agents for Hispanic & Native American Recruitment for I=
SU
(CAHNAR), Member, 1993-1996.
·
ISU Organization for Latin American Employees (OLE), Member, 1993-199=
6.
·
University Minority Professional Opportunities Membership program,
Member, 1993-Present.
·
University Undergraduate Curriculum Committee, Member, 1993-1995.
·
Office of Residential Life Room and Board Committee, Member, 1994-199=
6.
·
University Minority Student Recruitment and Retention Committee, Memb=
er,
1992-1996.
·
University NCA Accreditation Committee (General Education Special Top=
ics
Subcommittee, Member, 1993-1994).
·
Search Committees:
* Assistant Director of Marketing ISU Organization for Residential Life (OR=
L),
Chair, 1998.
* Director, Affirmative Action, Member, 1998.
* Coordinator of Instructional Technology Development, Member, 1998.
* High Potential Student Support Services Program's Search Committee for a
Freshman Component Counselor, Member, 1993.
·
College of Business Minority Student Mentor , 1995 - Present
·
COB College Faculty Status Committee (CFSC), 2011-2013
·
Chairman, Five-Year Review Committee for Chair of Finance, Insurance =
and
Law Department, 2012-Present
·
MBA faculty Council, Member, 2012-Present
·
COB Associate dean Screening Committee, Member, 2012
·
College Technology and Physical Environment Committee (1998-2002,
2007-2012)
Chair (1998-1999), Member (1999-2002, 2007-2012)
·
Member, Department of Marketing Curriculum Team (1998-2005)
·
Technology presentation to InRoads studen=
ts
visiting COB (1998)
· Chairman, College Subcommittee for Technological Integration (1997) <= o:p>
·
Webmaster, Department of Marketing, 1996 - Present.
·
College of Business Research Committee, Member, 1996 - 1998.
·
College of Business Council, Member, 1993 - May 1996. Acting Secretary
(1/93-9/93), Secretary (5/94-5/95).
·
Accounting Chair Selection Committee, Outside Member, 1993.
·
Have participated in a number of Department of Management interviews =
for
new faculty interviews.
·
Have donated several software packages to the College of Business , including CorelDraw 6, SPSS 6.0, SPSS 6.1, =
and
SPSS 7.0.
·
Plus innumerable departmental service contributions, including member=
ship
on the DFSC, student award selection processes, Faculty screening/selection
committees, guest speaking, etc.
·
Critical Thinking
·
Marketing Research
·
Principles of Marketing
·
Service Marketing
·
Relationship Marketing
·
Health Care Marketing
·
Internet Marketing
·
Marketing Management
·
Ebusiness
·
Consumer Behavior
·
“An Exploratory Study of Social Networking=
Practices
of Independent Insurance Agents in the State of Illinois,” 2012 Undergraduate Research Symposium<=
/i>,
Illinois State University. Developed the Katie Insurance Research Scholar Program associa=
ted
with the Hinderliter Chair position. Six studen=
ts
were selected from a college-wide solicitation to participate. An IRB appro=
ved
survey-based research project about social networking was developed with the
Illinois Association of Independent Agents. The students were taken to East
Peoria across two days to attend the 2011 Trade Show and together collected
close to 200 surveys from participants. A report was generated by the stude=
nts
as a white paper and oral presentation for industry distribution, as well as
presentation at the symposium.
·
Developed and delivered a section (1 of 4) of the 2012 Summer =
ISU
Business Writing Course. This new writing workshop was for undergraduate
students and offered as a collaboration between =
the
COB and the English Department. The workshop lasted three days during the
summer, July 11-July 13, 2012.
·
“Social Networking and ISU Students,” 2010 Undergraduate Research Symposium=
,
Illinois State University. Coordinated a qualitative study based on focus
groups of students for presentation to the symposium. Three undergraduate
students participated as an out-of-class research activity.
·
AUG 87AUG 89: Public Affairs Officer/Head, Internal ReviewNaval Hospital, Great =
Lakes ,
IL. Promoted to coprincipal responsibilities as=
Public
Affairs Officer and Head, Internal Review Department. Responsible directly =
to
Chief Executive Officer for marketing function and investigations concerning
fraud, waste and abuse in a $25 million budget. Received Navy Achievement M=
edal
from Chief of Naval Operations for sustained superior performance. Lieutena=
nt
(03), Medical Service Corps.
·
AUG 86AUG 87: Head, Outpatient Admin istrat=
ionNaval
Hospital, Great Lakes , IL. Responsible for
supervising administrative support of 600,000 annual outpatient visits and
40,000 outpatient records in a diversified outpatient setting of a 159=
bed JCAHOaccredited community hospital. Received Navy
Achievement Medal from the Secretary of the Navy for superior performance.
Lieutenant Junior Grade (02), Medical Service Corps.
·
MAR 84MAY 86: Pharmaceutical Sales Representative, Sandoz Nutrit=
ion
Corp., Minneapolis , MN . Successful Pharmaceuti=
cal
Sales Representative in enteral nutritional products. Responsibilities incl=
uded
contacting and presenting to physicians, ancillary staff, and support
personnel. Training included Xerox Personal Selling Skills System III. Miami , Florida territory.
·
FEB 83MAR 84: Physical Science Technician, Naval Drug Screening
Laboratory, Great Lakes , IL. Duties included
operation and maintenance of Hewlett Packard model 5880A gas chromatograph =
and
Hewlett Packard model 9825B mass analyzers in extracting, identifying and
quantifying a variety of commonly abused drugs. Developed modified procedure
for isolating PCP. Received Letter of Appreciation from the United States N=
avy.
·
JUL 75JUL 79: Hospital Corpsman , Uni=
ted
States Navy, Hospital Corps, E5. Training and experience included medi=
cal
sick call, medical records, advanced field first aid, surgical/medical orde=
rly
responsibilities and clinical laboratory training. Awarded Meritorious
Advancement, Good Conduct Award, and Honorable Discharge.
·
AUG 74AUG 75: Production Worker (Doffer), Geneva Cotton Mill,
·
American Marketing Association: Member (1988-1998)
· =
SERVNET: Member
· =
Literati Club: Member
· =
HTML Writer’s Guild Member
·
Date of Birth: April 01, 1957
·
Married June 16, 1984
·
Three young children, ages18 to twenty-five years old.
·
Hobbies: Certified scuba diver, technology and computers, playing gui=
tar.
=