Steven A. Taylor

Professor of Marketing

(Date of Rank: August 2001)

 

Business Address:
Marketing Department
Campus Box 5590
Illinois State University
Normal , IL 61761

Career Objective and Research Interests

To pursue an academic career within a visionary organization that supports and recognizes excellence in teaching, research, and service. Research interests include the study of (1) the conceptual and operational foundations of relationship marketing, (2) models of the formation of relevant consumer outcomes within the context of services/relationship marketing, and (3) marketing-related issues concerning eMarketing and eBusiness.

Education

• Doctor of Philosophy in Business Admin istration, 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 Harrison, Indianapolis , IN., 1987.
• Masters of Health Services Admin istration, Florida International University , Miami , FL , 1986.
• Bachelor of Science (Biology), The Florida State University , Tallahassee , FL , 1982.

Copyrighted, Peer-Juried, Blind-Refereed Publications

Articles in Books

Taylor, Steve n 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 Publishers, 64-81. (Invited publication)

• Description: The practice of customer relations in health services is investigated in light of services and relationship marketing theories. A model explicating the development of relationships in health care settings is first proposed that integrates the service quality, satisfaction, trust, and commitment constructs. A framework for developing effective customer relation programs is developed and presented based on the proposed model.

Taylor, Steve n A. (1995), "Reconciling Service Quality Measurement with Attitudes," Advances in Services Marketing Management: Research and Practice, Volume 4. Teresa A. Swartz, David E. Bowen, and Stephen W. Brown, Eds. Greenwich , CT : JAI Press 1-36.

• 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.

Refereed Journal Articles

Taylor, Steven A., Chiharu Ishida, and David W. Wallace (Forthcoming), "Intention to Engage in Digital Piracy: A Conceptual Model and Empirical Test," Journal of Service Research.

• Description: Digital 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 validated 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 digital piracy. A normative framework is proposed with five actionable recommendations to assist digital service marketers in better addressing digital piracy. The research implications of the reported study are also presented and discussed.

Taylor, Steven A. (2007), “Broadening and Deepening Attitude-Based Models of Goal-Directed Behaviors,” British Journal of Social Psychology, 46, pages 739-768.

• Description: Social science attempts to incorporate emotions into models of judgment and decision making have faced significant theoretical challenges, as well as produced conflicting empirical results. The following study first contributes to the body of knowledge by providing a theoretical explanation for the observed conflicting results from 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 case of Perugini and Bagozzi’s (2001) Model of Goal-Directed Behaviours (MGB) when investigating these issues using attitude-based explanations of goal-related behaviours. Specifically, empirical evidence is presented for broadening the MGB Model by including anticipated regret as an explanatory variable independent of other anticipated emotions, and deepening the theory by calling for multidimensional conceptualizations of the attitude and perceived behavioural control constructs. The implications of the reported study are presented and discussed.

Taylor, Steven A., Gary L. Hunter, and Timothy Longfellow (2007), ”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 customer loyalty intentions are complex and dynamic, changing and evolving over time. The current study therefore approaches the explanation of loyalty intentions in a different way. Specifically, the argument is made and a model is tested and supported of loyalty intentions based upon attitudinal, goal directed conceptualizations. Specifically we adapt the Model of Goal Directed Behavior (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 conceptualization is generally supported by the data. The managerial and research implications of the study are presented and discussed.

Steven A. Taylor, Gary L. Hunter, and Deborah L. Lindberg (2006), “Understanding (Customer Based) Brand Equity in Financial Services,” Journal of Services Marketing, 21 (4), 241-252.

• Description: The purpose of this study 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 CBBE 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 differentiate 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 appears to offer the benefits of (1) explaining more variance in loyalty intentions, while (2) simultaneously demonstrating the importance of customer satisfaction in CBBE models, and (3) incorporating customer attitudes into conceptualization of CBBE. In addition, we report evidence supporting the need to incorporate both utilitarian and hedonic forms of brand attitudes when reconciling brand attitudes in CBBE models. The results will pragmatically help financial service marketers measure CBBE as well as relate brand power to customer satisfaction and customer attitude measurement. The overall key implication is that customer attitudes, satisfaction and CBBE are related and can/should be simultaneously considered 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.

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 control 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 equation modeling. While both variants of the TOPB are comparable in terms of standard fit indices, the variant with past behavior added substantially to the variance explained for internet purchase intentions. These results hold implications for future theory, research, and management of information technology-related small scale industrial buyer motivation.

Taylor, Steven A. and Timothy Longfellow (2005), Understanding How Attitudes Affect Physician Compliance with Legal Behavioral Constraints,” Journal of Hospital Marketing and Public Relations, Vol.15, No. 2, 91-107.

• Description: This study investigates 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 Illinois 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 abortion. The results of a census of OB/GYN physicians within the state suggest (1) this 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 formation 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 Upgrading of Electronic Communication Systems,” International Journal of E-Business Marketing, Volume 1, Number 4 (October – December 2005), 1-23.

• Description: This study examines the factors that make a firm more or less likely to adopt or upgrade an electronics 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 because it can be used to more effectively target and provide value to the electronic 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 Celuch (2005), "An Exploratory Investigation Into the Question of Direct Selling 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 industrial 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 purposes. 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 perceptions may be as important as general technology readiness in terms of explaining the variance associated with behavioral intentions to use the Internet for purchase 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 Marketing Education, Volume 26, 42-49.

• Description: This study investigates 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 concept, based on a sensitivity to diverse student learning styles and needs.

Taylor, Steven A., Stephen Goodwin, and Kevin Celuch (2004), "The Relative Importance of Brand Equity to Customer Loyalty in an Industrial Setting," Journal Product & Brand Management, 13 (4), 217-27.

• Description: This study investigates the relative importance of brand equity, satisfaction, value, resistance to change, affect, and trust in the formation of both attitudinal and behavioral 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 two 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 control. 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 comparable 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 future theory, research, and management of information technology-related salesperson motivation.

Taylor, Steven A. and Gary Hunter (2003), “An Exploratory Investigation into the Antecedents of Satisfaction, Brand Attitude, and Loyalty within the (B2B) eCRM Industry,” Journal of Satisfaction, Dissatisfaction, & Complaining Behaviors, Vol. 16 (December 2003), 19-35.

• Description: This exploratory study considers a model explaining brand loyalty relative to the electronic Customer 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 help sift out the relative direct and indirect influences of an increasingly complex 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 appears 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 antecedent 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 eCRM 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 marketing objectives to support their relationship marketing practices. We conclude by discussing the practitioner and research implications of the reported study.

Taylor, Steve n A., Kevin Celuch, and Stephen Goodwin (2002), “Technology Readiness in the eInsurance Industry: An Exploratory Investigation and Development of an Agent Technology eConsumption Model,” The Journal of Insurance Issues, (Fall 2002, Vol. 25, No. 2, pp. 142-165).

• Description: This study generalizes 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 readiness. In addition, this study develops and empirically tests an eConsumption model to help better understand how agents form their intentions to adopt and use technology and the Internet. The results suggest that general eConsumption models from the service marketing literature 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 regression 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 Steve n A. Taylor (2001), “The Rules of Stakeholder 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 satisfaction. The factors critical to satisfaction across stakeholder groups are the timeliness of communication, the honesty and completeness of information, and the empathy and equity of treatment by management.

Celuch, Kevin and Steve n A. Taylor (1999), “Involvement with Services: An Empirical Replication and Extension of Zaichkowsky’s Personal Involvement Inventory,” Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, Volume 12, 109-122.

• Description: This study proposes and empirically validates a reliable and valid eight-tem scale for “involvement” relative to service settings. The scale is validated across eight service firms in four unique service industries.

Taylor, Steve n A. and Cesar Madrigal, Jr. (1998), "Assessing Physician/Patient Relationships in the Presence of HIV/AIDS: An Exploratory Study," Health Marketing Quarterly, Volume 12, Number 2, 5-26.

• Description: This study investigates the nature of the relationship between physicians and HIV/AIDS patients within 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 quality of life/life satisfaction. 

Baker, Thomas L. and Steve n A. Taylor (1997), “Patient Satisfaction 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.

• 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, Steve 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 Retailing: 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 effects 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 , Steve A., Joel D. Nicholson, Jorge Milan, and Ramiro Valencia Martinez (1997), “Assessing the Roles of Service Quality and Customer Satisfaction 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 replication of Taylor and Baker’s (1994) model of the formation of consumers’ 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 consumers from the United States

Taylor, Steve n A. (1996), "Consumer Satisfaction and Marketing Education: Extending Services Theory to Academic Practice," Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, Volume 9, 207-220.

• Description: The relative merits of extending advances in customer satisfaction measurement to academic settings 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 Steve n A. Taylor (1995), "The Measurement and Importance of Service Quality in the Retailing of Recreational Services," 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 service quality measurement. The results suggest that differing recreational services appear to possess unique properties that dictate whether SERVPERF or importance-weighted SERVPERF should be used.

Taylor, Steve n A. and Thomas L. Baker (1994), "An Assessment of the Relationship Between Service Quality and Customer Satisfaction in the 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 quality and consumer satisfaction in the formation of consumers' purchase intentions. 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, Steve n A. and J. Joseph Cronin, Jr. (1994), "An Empirical Assessment of the SERVPERF Scale," Journal of Marketing Theory and Practice, 2 (4), 52-69.

• Description: An empirical study is conducted on the SERVPERF scale that identifies that many of the psychometric problems associated with the SERVQUAL scale appear to similarly limit the SERVPERF scale.

Hemmasi, Masoud, Kelly C. Strong, and Steve n A. Taylor (1994), "Measuring Service Quality 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 tool than the gap measures recommended by the authors of the SERVQUAL scale.
  

Taylor, Steve n A. and Kelly C. Strong (1994), "A Note on the Measurement of Service Quality: A (Friendly) Critique of Stank," Journal of Business Strategies, 11 (1), 76-82.

• Description: This article discusses Stank's (1993) recent call for using the SERVQUAL scale as a basis for measuring logistics service quality in light of the emerging literature criticizing the SERVQUAL model and scale.

Taylor, Steve n 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 identified and reported which may provide insights into the conflicting evidence reported to date in the general services literature.

Taylor, Steve n A. (1994), "Distinguishing Service Quality from Satisfaction in Developing Health Care Marketing Strategies," Hospital and Health Services Admin istration, 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 based on emerging literature. Managerial strategic implications are presented and discussed.

Cronin, J. Joseph Jr. and Steve n A. Taylor (1994), "SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality," Journal of Marketing, Volume 58, Number 1 (January 1994), 125-131.

• Description: This manuscript represents a lengthy conceptual and empirical response to a rejoinder to Cronin 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, Steve n A. (1993), "The Roles of Service Quality, Consumer Satisfaction, and Value 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, Steve n A., Alex Sharland, J. Joseph Cronin, Jr., and William Bullard (1993), "Recreational Service Quality in the International Setting," 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 investigation in the United States may not generalize well to international settings. Managerial and research implications are presented and discussed.

Cronin, J. Joseph Jr. and Steve n A. Taylor (1992), "Measuring Service Quality: A Reexamination and Extension," Journal of Marketing, 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.

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 .

• Description: This discussion presents 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 measures 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 identify 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..
  

Refereed National Meeting Proceedings

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 Marketing 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," Proceedings 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 demonstrating that channel power may be more appropriately viewed as a multidimensional construct which operates at numerous levels of dyadic channels relationships.

Taylor, Steve n 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. Amin, ed. Academy of Business Admin istration, 755-764.

• Description: A conceptual study which proposes a broader conceptualization of the power construct and its relation to conflict coupled with a series of propositions for future research consideration.

J. Joseph Cronin, Jr., Peter Stanwick, and Steve n A. Taylor (1992), "A Model of the Relationship Between the Environment, Strategy, and Performance," Developments in Marketing Science: Proceedings of the 1992 Academy of Marketing Science Conference, Volume XV 1992, Victoria L. Crittenden, ed. Academy of Marketing Science, 1-5.

• Description: A conceptual study which extends the environmental focus presented by McKee, Varadarajan, 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, Steve n 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, 162-176.

• Description: Proposes a Kuhnian-based theoretical explanation of organizational behavior based on recent advances in sociology which purports to better explain the influences of philosophical and sociological variables on organizations and markets.

Taylor, Steve n A., J. Joseph Cronin, Jr., and Randall S. Hansen (1991), "Schema and Script Theory in Channels Research," Marketing Theory Applications: Proceedings of the 1991 American Marketing Association Winter Educator's Conference, Eds., Terry L. Childers, Scott B. Mackenzie, Thomas W. Leigh, Steve n Skinner, John 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 Steve n A. Taylor (1991), "Environmental Scanning, Environmental Uncertainty, and the Capabilities 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 framework 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.

Refereed Regional Meeting Proceedings

Taylor, Steve n A. and J. Joseph Cronin, Jr. (1994), "Operationalizing Consumers' Perceptions 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 empirical analysis of the operational determinants of consumers' perceptions of the Sacrifices inherent in service-based exchanges is reported.

Taylor, Steve n A. and Kelly C. Strong (1994), "Service Value & Strategic Decision Making: An Exploratory Analysis," Proceedings of the 37th Meeting of the Midwest Division of the Academy of Management , (Forthcoming).

• Description: An exploratory empirical 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 making is further explored.
  

Taylor, Steve n 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 which 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 analysis using LISREL, (2) exploratory factor analysis using maximum likelihood, and (3) multidimensional scaling.

Taylor, Steve n 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 in a number of recreational service settings.

Taylor, Steve n 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 empirical 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 Steve n 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 which 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, Steve n 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. Capella, Henry W. Nash, Jack M. Starling, and Ronald D. Taylor, 435-439.

• Description: A conceptual study which 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 Steve n A. Taylor (1990), "The Impact of Organizational Strategy on Interfirm Channel Conflict and Satisfaction," Progress in Marketing Thought: Proceedings from the 1990 Southern Marketing Association. Eds., Louis M. Capella, Henry W. Nash, Jack M. Starling, and Ronald D. Taylor, 212-217.

• Description: A conceptual study which develops a set of research propositions based on the Miles and Snow (1978) typology. Winner of the Outstanding Paper in the Channel of Distribution, Product, and Pricing Track.

Grant Received

Title of Project: Understanding Professional Liability Insurance, Fiscal Year: Spring 2004 (External Research Grant of $40,000)

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). Article in Referred Publication: “eCommerce and Industrial Business Consumers: An Exploratory Investigation Into the Question of Selling Direct,” Journal of Business-to-Business Marketing, Forthcoming.

Title of Project: Understanding Industrial Marketing Relationships, Fiscal Year: July 2000 – June 30, 2001 (External Grant Funded, $5,000). This met the URG program requirements to again seek URG support. Article in Referred Publication: Taylor, Steven A., Stephen Goodwin, and Kevin Celuch (2004), "The Relative Importance of Brand Equity to Customer Loyalty in an Industrial Setting," Journal Product & Brand Management, 13 (4), 217-27.

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: IInvolvement with Services: An Empirical Replication and Extension of Zaichowsky’s Personal Involvement Inventory,” Journal of Satisfaction, Dissatisfaction, and Complaining Behaviors, Volume 12, 109-22.

Title of Project: An Examination Into the Relationship Between Service Quality and Patient Satisfaction, Fiscal Year: July 1996 – June 30, 1997 (Funded, $7,000). Article in Referred Publication: Baker, Thomas L. and Steve n A. Taylor (1997), “Patient Satisfaction 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.

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: Taylor, Steve 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 Retailing: Special Issue on Services Marketing, 73 (1), 135-159.

Professional Development & Advanced Training

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. Chicago , IL (2003).

Structural Equation Modeling with LISREL8.5, Instructors: Karl Joreskog & Dag Sorbom, Uppsala University . Sponsored by the National Opinion Research Center (NORC), Chicago , Illinois . (2000)

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 Arbuckle 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 .

Select Consulting Projects

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 Insurance Group (a subsidiary if Fireman’s Fund), Modeling Brand Equity and Loyalty in the Professional Liability Insurance (PLI) Industry for Accountants (2004). This project involved three (3) independent yet complementary studies. Study 1 involved measuring brand equity in this industry setting using multidimensional 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 management team in Chicago in May 2004.

Planned Parenthood of Illinois . 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. 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 groups were conducted in the United States and Europe developing a better understanding of the commonality and differences associated with constructs such as quality, satisfaction, value, and loyalty.

KANA, Inc. and Blue Hammock. 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 online data collection methodologies. Results included the development of a series of IMC-related marketing strategies.

State Farm Insurance 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 Financial Services (2002). The project was quantitative in nature and involved a mailed 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 within this industry.

Caterpillar, Inc. 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 concerning 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 with 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 data collection methodologies. Results included the development of a series of IMC-related marketing strategies.

Country Companies Insurance and Financial Services. Understanding Consumer Perceptions of Quality, Satisfaction, and Trust 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 development of a series of managerially oriented and IMC-related marketing strategies.

Presentations

“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.

“Relationship Marketing,” presented as part of 44th Annual All Industry Day 2005, Central Illinois Chapter of the Chartered Property and 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 University, February 2005.

“Understanding the Research Support Needs of Faculty at ISU,” 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 governing board and medical staff of Pana Community Hospital as a professional courtesy (no fee accepted) to assist in JCAHO hospital accreditation requirements for in-service training.

“Preparing for Graduation,” 1996, Illinois State University . Presented an evening seminar to the Business Club.

“Designing Focus Groups,” 1995, Bloomington , Illinois . Developed and presented a tutorial workshop on qualitative research in support 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 Health Services," 1993, Champaign , Illinois . Presented 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.

Special Awards

Ø Country Financial Faculty Scholar (2006), College of Business , Illinois State University.

Ø College of Business Outstanding Teacher, (2001). College of Business , Illinois State University.

Ø Caterpillar Scholar (1998, 2003), College of Business , Illinois State University.

Ø Inducted into Beta Gamma Sigma as a faculty member (1997).

Ø Outstanding Researcher for College of Business (1997), Illinois State University , Normal , IL .

Ø Wilma Jean Alexander Technology Innovation Award (1997), College of Business , Illinois State University.

Ø University Teaching Initiative Award (1997), Illinois State University , Normal , IL .

Ø University Research Initiative Award (1995), Illinois State University , Normal , IL .

Ø Outstanding Ad Hoc Reviewer (1993), Journal of the Academy of Marketing Science

Ø Navy Achievement Medal (Second Award), Awarded by the Chief of Naval Operations, (1989).

Ø Navy Achievement Medal, Awarded by Secretary of the Navy (1988).

Ø Good Conduct Award , United States Navy, (1979).

University Service

External

Ø Founding Member, SPSS Academic Advisory Board, Chicago , IL . (2002 to Present).

Ø Member (Initial Invitee), Editorial Review Board, Journal of Service Research. (1997 to May 2005)

Ø Member, Editorial Review Board, International Journal of Service Industry Management, (1994 to present).

Ø Co-Ordinator, Special Workshop on Relationship and Services Marketing, 1996 American Marketing Association Summer Educator’s Conference, San Diego, CA.

Ø Co-Ordinator, Special Workshop on Relationship Marketing, 1995 American Marketing Association Winter Educator’s Conference, San Diego, CA.

Ø 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 18-20 journal articles annually for prestigious Marketing journals between 1996 to present.

Ø Additionally annually review for numerous National and Regional conference proceedings.

Ø Reviewer, SPSS, Inc. (1994 to present).

Ø Faculty Exchange Program, ITESM, Monterey , Mexico (Summer 1996).

Ø Analyst for the 1991 Florida Governor's Task Force on Private Sector Health Care Responsibility.

Ø 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 (1996).
* 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 Hospital ’s 1995 Annual Fall retreat for Strategic Planning, entitled “Focus on the Year 2000.”

Ø Represented ISU and the College of Business with a student in ISU Live on cable channel 21 on Chicago (1996).

Ø Annually attend luncheons with recruiters of ISU COB students.

Internal - (University Wide)

Ø Member, Provost Committee on Research Development (2002 – Present)

Ø Member, State Farm Technology Faculty Development Committee (1999-Present).

Ø Member, Provost’s Technology Strategic Planning Oversight Special Committee (1998-1999)

Ø Faculty Advisor, Sigma Alpha Mu, 1997-Present.

Ø Strand Diversity Award Committee (1996-Present)

Ø Institutional Review Board Executive Committee (IRB, Member), 1996-1999.

Ø ECAT, Member, 1996 - 1999.
* Chairman, Subcommittee for User Services
* Member, University Strategic Vision Subcommittee

Ø Web Master, University Foundations of Inquiry Internet Home Page
(1997-1998).

Ø University Commission for a Pluralistic University, Member, 1996 - Present.
* Retention Subcommittee, Member, 1996 - 2000.
* Recruitment Subcomittee, Member, 1996 - 2000.
* Webmaster, Internet home page for the commission, 1996 - 1999.

Ø Donated analysis of University collected (qualitative) data for Non-Tenured Faculty Satisfaction Survey (1997).

Ø Represented the College of Business as a panel speaker as part of the University Ethics Program (Spring 1999).

Ø Represented the College of Business as a faculty speaker at the University Open Forum of Foundations of Inquiry (Fall 1996).

Ø Sponsor, ISU Tae Kwan Do Club (1995 - 1997).

Ø Bromenn/ISU Center for the Study of Aging, Fellow, 1992-Present.

Ø University Multicultural Center's Advisory Committee, Member, 1993-Present.

Ø ISU Bureau of Tourism and Recreation Research, Member, 1997-Present.

Ø Community Agents for Hispanic & Native American Recruitment for ISU (CAHNAR), Member, 1993-1996.

Ø ISU Organization for Latin American Employees (OLE), Member, 1993-1996.

Ø University Minority Professional Opportunities Membership program, Member, 1993-Present.

Ø University Undergraduate Curriculum Committee, Member, 1993-1995.

Ø Office of Residential Life Room and Board Committee, Member, 1994-1996.

Ø University Minority Student Recruitment and Retention Committee, Member, 1992-1996.

Ø University NCA Accreditation Committee (General Education Special Topics Subcommittee, Member, 1993-1994).

Ø Search Committees:
* Assistant Director of Marketing ISU Organization for Residential Life (ORL), 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.

Internal - (College Wide)

Ø College Technology and Physical Environment Committee (1998-2002)
Chair (1998-1999), Member (1999-2002)

Ø Member, Department of Marketing Curriculum Team (1998-Present)

Ø Department of Marketing Minority Student Mentor , 1995 - Present.

Ø Technology presentation to InRoads students visiting COB (1998)

Ø Chairman, College Subcommittee for Technological Integration (1997)

Ø Webmaster, Department of Marketing, 1996 - Present.

Ø College of Business Research Committee, Member, 1996 - 1998.

Ø College of Business Council, Member, 1993 - May 1996. Acting Secretary (1/93-9/93), Secretary (5/94-5/95).

Ø Accounting Chair Selection Committee, Outside Member, 1993.

Ø Have participated in a number of Department of Management interviews for new faculty interviews.

Ø Have donated several software packages to the College of Business , including CorelDraw 6, SPSS 6.0, SPSS 6.1, and SPSS 7.0.

Teaching Interests

© Marketing Research © Principles of Marketing

© Service Marketing © Foundations of Inquiry

© Relationship Marketing © Health Care Marketing

© Internet Marketing © Marketing Management

© Ebusiness © Marketing Channels

Industry Experience

P 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 Medal from Chief of Naval Operations for sustained superior performance. Lieutenant (0­3), Medical Service Corps.

AUG 86­AUG 87: Head, Outpatient Admin istration­Naval 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 159­bed 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 Nutrition Corp., Minneapolis , MN . Successful Pharmaceutical Sales Representative in enteral nutritional products. Responsibilities included 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 Navy.

JUL 75­JUL 79: Hospital Corpsman , United States Navy, Hospital Corps, E­5. Training and experience included medical sick call, medical records, advanced field first aid, surgical/medical orderly responsibilities and clinical laboratory training. Awarded Meritorious Advancement, Good Conduct Award, and Honorable Discharge.

AUG 74­AUG 75: Production Worker (Doffer), Geneva Cotton Mill, Geneva , AL. Production position doffing cotton thread. Work involved simultaneous operation of up to five production machines. Full­time evening position while attending high school.

Professional Affiliations

* American Marketing Association: Member (1988-1998)

* Central Illinois Chapter of the 

American Marketing Association: Treasurer (1994-1995), Vice President of Communications (1993-1994)

* SERVNET: Member

* Literati Club: Member

* HTML Writer’s Guild Member

Personal

Date of Birth: April 01, 1957

Married June 16, 1984

Three young children, ages ten to seventeen years old.

Hobbies: Certified scuba diver, technology and computers, playing guitar.