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Ruth Bolton - visited April, 2004:
Dr. Bolton currently serves on the Board of Trustees for the Marketing Science Institute, the American Marketing Association and the Sheth Foundation. She has published articles in the Journal of Consumer Research, Journal of Marketing, Journal of Marketing Research, Journal of Service Research, Management Science, Marketing Science, and other leading journals. She currently serves as an Area Editor for the Journal of Marketing Research, and on the Editorial Review Boards of the Journal of Marketing, Journal of Retailing, Marketing Science, Journal of Service Research and Journal of Interactive Marketing. She previously served as editor of the Journal of Marketing (2002-2005). She received her B.Comm., with honors, from Queen's University (Canada), and her M.Sc. and Ph.D. from Carnegie-Mellon University. Rajan Varadarajan- visited October 2004:
Dr. Varadarajan's teaching and research interests are in the areas of strategy, international marketing and electronic commerce. He is author of over 60 refereed journal articles on such topics as marketing and market strategy, competitive advantage, corporate diversification and divestitures, global competitive strategy, market pioneering advantage, multi-market competition, product-market growth strategies, strategic alliances, strategy typologies and taxonomies, interdependencies between corporate, business and marketing strategy and other topics. His research has been published in the Journal of Marketing, Journal of the Academy of Marketing Science, Academy of Management Journal, Strategic Management Journal, Sloan Management Review, California Management Review, Business Horizons, Journal of Business Research, and other journals. Dr. Varadarajan served as editor of the Journal of Marketing from 1993 to 1996 and the Journal of the Academy of Marketing Science from 2000 to 2003. He currently serves on the Editorial Review Boards of the Journal of Marketing, Journal of the Academy of Marketing Science, Journal of International Marketing, Journal of Strategic Marketing, and Journal of Marketing Management. Dr. Varadarajan served on the Board of Governors of the Academy of Marketing Science from 1998 to 2004 and previously served as President of the Marketing Strategy Special Interest Group of the American Marketing Association from 1998 to 2000. He has also served as program co-chair for a number of conferences and consortia including the 1993 American Marketing Association Marketing Educators' Conference, the 1998 Academy of Marketing Science Marketing Educators' Conference, the 1997 American Marketing Association Doctoral Dissertation Competition, the 2001 American Marketing Association Faculty Consortium, and the 2004 American Marketing Association Doctoral Consortium. A. Parasuraman - visited October 2005
Dr. Parasuraman teaches and does research in the areas of services marketing, service-quality measurement and improvement, and the role of technology in marketing to and serving customers. In 1988 Dr. Parasuraman was selected as one of the "Ten Most Influential Figures in Quality" by the editorial board of The Quality Review, co-published by the American Quality Foundation and the American Society for Quality Control. He has received many distinguished teaching and research awards, including multiple Best Professor Awards given by Executive MBA Classes and the Provost's Award for Scholarly Research at the University of Miami. In 1998 he received the American Marketing Association's "Career Contributions to the Services Discipline Award" [an annual award bestowed upon one individual who has had a sustained and far-reaching impact on the field]. He received the Academy of Marketing Science's "Outstanding Marketing Educator Award" in 2001 and was designated as a "Distinguished Fellow" of the Academy in 2004. He has also been named to the Chartered Institute of Marketing (U.K.)'s "Guru Gallery," which profiles the 50 leading marketing thinkers worldwide. In 2005 he received a "Distinguished Alumnus Award" from IIT-Madras, his undergraduate alma mater. Dr. Parasuraman has published over one hundred articles in journals such as the Journal of Marketing, Journal of Marketing Research, Journal of Retailing, and Sloan Management Review. He has served as editor of the Journal of the Academy of Marketing Science for a 3-year term (1997-2000). He is currently Editor of the Journal of Service Research. He also serves on the editorial review boards of ten journals. In addition to coauthoring Marketing Research, a college textbook, Dr. Parasuraman has co-authored three other business books written for practitioners: Delivering Quality Service: Balancing Customer Perceptions and Expectations, Marketing Services: Competing Through Quality, and Techno-Ready Marketing: How and Why Your Customers Adopt Technology. He is an active consultant and has conducted dozens of executive seminars on service quality, customer satisfaction and the role of technology in service delivery in many countries. Dawn Iacobucci - visited February 2006
A former Editor for the Journal of Consumer Research and the Journal of Consumer Psychology, Iacobucci also served as the President of the Society for Consumer Psychology and is an editorial board member for several research journals. Her research has been published in top-tier academic journals including the Journal of Applied Psychology, Harvard Business Review and Marketing Science and she is the co-author of Marketing Research: Methodological Foundations, the lead marketing research text in the industry, as well as the editor or author of four additional books on services and integrated marketing. Professor Iacobucci's teaching interests include Marketing Research, Services Marketing and Multivariate Statistics. She received her Ph.D. in Quantitative Psychology, her MS in Statistics, her MA in Quantitative Psychology and her BA in Liberal Arts from the University of Illinois at Urbana-Champaign, as well as her Master of Theological Studies from the Garrett Evangelical Theological Seminary in Evanston, Illinois. Drs. O.C. and Linda Ferrell - visited November, 2006
Ferrell is the co-author of 17 books and more than 75 articles. His articles have been published in the Journal of Marketing Research, Journal of Marketing, Journal of Business Ethics, Journal of Business Research, Journal of the Academy of Marketing Sciences, Journal of Public Policy & Marketing, and the Academy of Management Executive as well as other journals. His Marketing: Concepts and Strategy text co-authored with Bill Pride is the most widely adopted principles of marketing text in the world. Business Ethics: Ethical Decision Making and Cases is co-authored with John Fraedrich and Linda Ferrell and is a leading business ethics text and Business and Society is co-authored with Debbie Thorne and Linda Ferrell. Managing Risks for Corporate Integrity: How to Survive an Ethical Misconduct Disaster is co-authored with Lynn Brewer and Robert Chandler. This book delivers powerful insight into dealing with-and preventing-ethical disasters. Business Ethics: New Challenges for Business Schools and Corporate Leaders, co-edited with Robert Peterson, contains a collection of contributions presented at a Business Ethics Symposium co-sponsored by Colorado State University and the University of Texas. Dr. Ferrell is currently serving as the Marketing Ethics and Values section editor for the Journal of Macromarketing. Linda Ferrell (PhD, University of Memphis) is Associate Professor of Marketing at the University of New Mexico. She is also co-author of Business and Society, published by Houghton Mifflin. A two-time recipient of the best paper award at the American Marketing Association's National Summer Educators Meeting, Dr. Ferrell has published articles in the Journal of Business Ethics and the Case Research Journal Association's National Summer Educators Meeting. Dr. Gary M. Thompson - visited March, 2007 Gary Thompson is a Professor of Operations Management in the School of Hotel Administration at Cornell University, where he teaches graduate and undergraduate courses in Service Operations Management. Previously he spent eight years on the faculty of the David Eccles School of Business at the University of Utah. He holds a B.Sc. with First Class Honours from the University of New Brunswick, an M.B.A. from the University of Western Ontario, and a Ph.D. in Operations Management from The Florida State University. His current research focuses on optimizing restaurant table mixes, on optimizing conference schedules to improve attendee satisfaction, on course scheduling in post-secondary and corporate training environments, and on the effects on customer service of labor staffing and scheduling decisions. His research has appeared in Management Science, Decision Sciences, the Journal of Operations Management, Naval Research Logistics, Operations Research and other journals. He has consulted for several prominent hospitality companies and is the founder and president of Thoughtimus® Inc., a small software development firm focussing on scheduling products. From July 2003 through June 2006 he served as Executive Director of the school's Center for Hospitality Research
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Location & Hours
850/644-4091
Ruth N. Bolton is Professor and W. P. Carey Chair in Marketing, at the W. P. Carey School of Business, Arizona State University in Tempe, Arizona. Dr. Bolton currently studies how organizations can grow the value of their customer base over time, focusing on high technology services sold to business-to-business customers. She previously held academic positions at Vanderbilt University, the University of Oklahoma, Harvard University, University of Maryland, and the University of Alberta. She also spent eight years with Verizon, working on projects in the telecommunications and information services industries. Dr. Bolton's earlier published articles investigate how organizations' service and pricing strategies influence customer satisfaction, loyalty and revenues. She has extensive experience with survey research design, as well as the econometric analysis of large-scale, integrative data bases.
Dr. Rajan Varadarajan is Distinguished Professor of Marketing, holder of the Ford Chair in Marketing and E-Commerce, and Head of the Department of Marketing, Texas A&M University at College Station. He received his Bachelors degree in science from Bangalore University, India, Bachelors degree in engineering from the Indian Institute of Science, Bangalore, Masters degree in Industrial Management from the Indian Institute of Technology, Madras and Ph.D. in Business Administration from the University of Massachusetts, Amherst.
A. Parasuraman ("Parsu") is a Professor and Holder of the James W. McLamore Chair in Marketing (endowed by the Burger King Corporation) at the University of Miami. He obtained his Bachelor of Technology degree in 1970 from IIT-Madras and Master of Business Administration degree in 1972 from IIM-Ahmedabad, India. His Doctor of Business Administration degree, which he obtained in 1975, is from Indiana University, Bloomington, Indiana.
Professor Dawn Iacobucci is the John J. Pomerantz Professor in Marketing at Wharton. Professor Iacobucci is a leader in creating models of customer satisfaction. She focuses on the differences in the consumer experiences between purchasing via a frontline service provider (e.g., retail, professional services, etc.), compared with buying consumer packaged goods and durables. Recently, she has incorporated international data and cultural differences in customer perceptions. 
Dr. O.C. Ferrell is a Professor of Marketing and Creative Enterprise Scholar at the University of New Mexico. In 2005-2006 he was the first Bill Daniels Distinguished Professor of Business Ethics at the University of Wyoming and in charge of a state-wide business ethics initiative. He is also editor of