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Phone:
(850) 644-4091
Office:
307 RBA
E-mail:
mhartline@cob.fsu.edu
Education: Ph.D., The University of Memphis
Curriculum Vitae:
Professor Hartline's resume is available as an Adobe Acrobat PDF document.
Specialty: Services Marketing
Research Interests
Services marketing, Service productivity, Corporate and government affairs, Human resource/marketing linkages, Marketing strategy and implementation, Marketing ethics
Current Projects
Consumer productivity, Service sabotage, Shared values within service workgroups, Socialization of customer-contact employees, Integrity within the service encounter
Selected Published Research
- "Managing the Ethical Climate of Customer-Contact Service Employees," Journal of Service Research, 7 (May 2005), 377-397 (with Charles H. Schwepker, Jr.).
- "Individual Differences Among Service Employees: The Conundrum of Employee Recruitment, Selection, and Retention," Journal of Relationship Marketing, 3, (2004) 25-42 (with Tom DeWitt)
- "Guest Perceptions of Hotel Quality: Determining Which Employee Groups Count Most," Cornell Hotel and Restaurant Administration Quarterly, 44 (Feb. 2003),43-52 (Selected by the editorial review board as the Best Article published in the Cornell Hotel and Restaurant Administration Quarterly for 2003) (with Barbara Ross Wooldridge and Keith C. Jones).
- "Brand Equity: Is it More Important In Services?," Journal of Services Marketing, 15, (April-May 2001), pp. 328-342 (with Balaji C. Krishnan)
- "Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees," Journal of Marketing, 64, (April 2000), pp. 35-50. [Selected as the Best Article in Services Marketing for 2000 by the American Marketing Association Services Special Interest Group] (with James G. Maxham, III and Daryl O.McKee)
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Location & Hours
850/644-4091