RHONDA WALKER MACK, Ph.D.
School of Business and Economics
College of Charleston, Charleston, SC 29424
Office: (843) 953-5627/6565 Home: (843) 971-1303 Cell (843) 991-7911
mackr@cofc.edu
EDUCATION
Ph.D. (1983) University of Georgia - Marketing, School of Business and Economics, GA
MBA (1977) Winthrop University, School of Business and Economics, SC
B.S. (1976) Business Administration, Winthrop University, SC
PROFESSIONAL EXPERIENCE
2009-Present Associate Dean of Global and Professional Programs, School of Business
& Economics, College of Charleston
6/2008-3/2009 Interim Dean, School of Business & Economics, College of Charleston
2004-6/2008 Associate Dean, School of Business & Economics, College of Charleston
1994-2001
Chair, Dept. of Management & Marketing
Professor of Marketing, College of Charleston, Charleston, SC
1994-present Professor of Marketing, College of Charleston, Charleston, SC
1995-1999
Adjunct Faculty, Dept. of Health Administration & Policy
Medical University of South Carolina
1993-1994
1990-1993
1989-1993
1988-1989
1988-1994
1983-1988
1982-1983
Chair, Dept. of Management, Operations & Marketing
California State University, Stanislaus (CSUS), Turlock, CA
Coordinator, MBA Program (Main and Stockton Campus)
Chair, Dept. of Marketing, CSUS
Interim Director of Continuing and Extended Education, CSUS
Professor of Marketing, CSUS
Associate Professor of Marketing, CSUS
1981-1982
Assistant Professor of Marketing
School of Business & Economics, Winthrop University, Rock Hill, SC
Instructor, School of Business & Economics, Winthrop University
1980-1981
Research/Teaching Assistant, Dept. of Marketing, University of Georgia
1977-1979
Cost and Budget Control Analyst, Duke Power Company, Charlotte, NC
ACADEMIC PROFESSIONAL ASSOCIATIONS
Southern Business Deans Association, S.C. Business Deans Association, American
Marketing Association, Southern Marketing Association, Western Marketing
Association, European Marketing Academy
ADMINISTRATIVE HIGHLIGHTS
*Directed AACSB Re-affirmation activities
*SBE budget analysis and control
*Extensive academic program development (concentrations and majors) from
development stages, college and state approvals, to advisory board structure
*MBA program management (CSUS) and masters level teaching at CofC, MUSC, CSUS
*Extensive academic personnel management
External relations development
Solid research record and teaching
Consulting experience with profit and not-for-profit organizations, local, regional and
National
Extensive work in professional education development
International experience – program articulation, traveled and lived abroad
Served on editorial boards as well as reviewer, program chair, etc… for academic
professional development
Secured minor funding and worked with deans and chairs on major funding initiatives
GRANTS/HONORS/AWARDS
Ewing Marion Kauffman Foundation Research Award - Community Sponsorship
Activities of Fast Growth Entrepreneurs: Objectives & Benefits, $15,000, Summer 1996
SCDHEC, Division of Immunization and Prevention - Research funding collaborating
with Paul Darden, M.D. (Medical University of South Carolina) to conduct research into
parental and provider barriers to children’s immunization - $35,000, 1996. Renewed for
1997 funding.
CIBER (Center for International Business Education Research, Dept. of Education )
1993. To investigate the influence of cultural knowledge and language acquisition on
international supplier relationships, $3000, Summer1993.
CSUS, School of Business Administration Scholarship Award - 1986, 1987. Affirmative
Action Faculty Grant, 1986 and 1985, varying amounts. Faculty Institutional Research
Grants, 1988, 1986, and 1984 (1984 - Regional Market Survey of Skilled Care Facilities,
1986, Regional Consumer Survey on Health Care Marketing, 1988 - Survey of California
Physicians and Dentists re. CQI)
Gallo Wine Corporation, Program Improvement Grant 1992 - Outstanding Total
Contribution Award, 1991 Teaching Award
CSUS Meritorious Performance and Professional Promise Award, 1988
Beta Gamma Sigma
Alpha Mu Alpha (National Marketing Honorary Society)
ONGOING PROFESSIONAL ACTIVITIES
Continuously involved in various marketing consulting activities, continuing professional
education endeavors, academic curriculum review and academic program development,
and service as an expert witness. Examples of companies/organizations I have worked
with include: E. and J. Gallo Winery, United Way of Stanislaus County, Medic Alert
Corporation International, Tri-Valley Distributors, SCEDCO (Stanislaus County
Economic Development Commission, Modesto Chamber of Commerce, City of Merced,
Bank of Charleston, Doctors’ Hospital, Stanislaus County Hospital, Oak Valley Hospital,
Modesto Irrigation District, Stanislaus County Arts Council, Modesto Symphony, Patriots
Point, Charleston Concert Association, Charleston Symphony Orchestra, Bank of South
Carolina, Crisis Ministries, TBonz, South Carolina Economic Developers School, The
Tate Center for Entrepreneurship (Board of Directors), Executive Women’s Forum,
Center for Small Business Administration (Advisor), American Heart Association,
Bishop Gadsden Episcopal Retirement Community, S C Department of Education,
Charleston School of Law, etc.
UNIVERSITY COMMITTEES/SERVICE
I have served on numerous academic committees including (not limited to): Institutional
Review Board (protection of human subjects); Academic Senate; University-Wide
Retention, Promotion Tenure Committee (chaired one year); Graduate Council; School of
Business Faculty Speaker; School of Business & Economics Strategic Planning
Committee (chaired); Research Council; Committee on Committees (chaired);
Accreditation Committee, AACSB Assessment Committee (chaired), Commencement
Committee; various search committees at all levels, Tate Center for Entrepreneurship
Board of Directors, CofC Teacher Scholar Committee, etc.
PUBLICATIONS AND REFEREED ACADEMIC PRESENTATIONS
(Dove, R.W. prior to 5/88)
Blose, Julia and Mack, Rhonda (2009) “The Impact of Denying a DTC-Advertised Drug
Request on the Patient/Physician Relationship,” Health Marketing Quarterly, Vol.
27, No. 2.
Mack, Rhonda; Blose, Julia and MacLaurin, Tanya (2009) “Segmenting the Culinary
Tourism Market: An American and Australian Comparison,” 2009 Oxford
Business and Economics Conference Program, Oxford, UK, June 24-26.
Blose, Julia and Mack, Rhonda (2009) “Physican Response to DTC-Advertised
Requests and its Effects on the Consumer,” Proceedings of the 2009 Marketing
Educators’ Association Conference, Newport Beach, CA, April 23-25.
Gonzalez, Marvin; Mueller, Rene; and Rhonda Mack (2008) “An Alternative Approach
in Service Quality, An e-Banking Case Study,” Quality Management Journal,
Vol. 15, No. 1, 41-58.
Evans, Jocelyn; Mack, Rhonda and Evelyn Winston (2007) “Financial Intermediation in
An African Setting: performance Differences Between Domestic and
Multinational Banks in Ghana,” Journal of African Business, Vol. 9, No.2,
91-104.
MacLaurin, Tanya; Blose, Julie and Mack, Rhonda (2007) “Culinary Tourism:
Segmentation and Identification of the Culinary Tourist,” Proceedings of
the 7th Global Conference on Business and Economics, Rome, Italy,
October, 2007.
Mack, Rhonda, Blose, Julie and Pan, Bing (2007) “Believe It or Not: The Perceived
Credibility of Blogs in Tourism,” accepted for publication in the Journal of
Vacation Marketing.
Evans, Jocelyn, Dadzie, Kofi, and Mack, Rhonda (2006) “The Role of Marketing
Strategy in the Diffusion of Financial Services in an Emerging African Economy:
Some Empirical Insights from Ghana,” Presented at the American Society of
Business and Behavioral Sciences Conference in February 2006. Received Best
Paper Award.
Gonzalez, Marvin, Quesada, Gioconda, Mack, Rhonda and Ignacio Urrutia (2005)
“Building an Activity Based Costing Hospital Model Using Quality Function
Deployment and Benchmarking,” Benchmarking: An International
Journal, 12 (4), 310-329.
Balaban, R.Z. and Mack, R. W. (2004) “DTC Pharmaceutical Advertising: Product
Warnings and Consumer Response,” (2004) American Association of Behavioral
and Social Sciences Journal, Fall, 1-10.
Gonzalez, Marvin, Quesada, Gioconda, Urrutia, and Mack, Rhonda (2004)
“Planning an ABC Model using QFD and Benchmarking Approach,” presented
Fall 2004 DSI meeting. Boston, MA.
Mack, R. W., Blose, J. E., and Balaban, R. A. (2004) “What’s Up Doc? DTC
Pharmaceutical Advertising and Patient Drug Requests,” Proceedings of the
Society for Consumer Psychology 2004 Winter Conference, San Francisco,
February 19-21; 107-113.
Mack, R. W. (2003) “The Impact of DTC Pharmaceutical Advertising: PatientPhysician Relationships,” Global Conference on Business and Economics,
London, July, 5-7.
Mueller, J. and Mack, R. W. (2003) “Web-Site Atmospherics: Motivators Or Hygiene
Factors?” Journal of Business and Economics Research, 1 (6), 73-82.
Mueller, R. D., Palmer, A., Mack, R. and McMullan, R. (2003) “Service in the
Restaurant Industry: An American and Irish Comparison of Service Failures and
Recovery Strategies,” International Journal of Hospitality Management, 22 (4),
December, 395-418.
Mack, R. W. and Balaban, R. A. (2003) “DTC Pharmaceutical Advertising: Product
Warnings and Consumer Response,” presented, American Association
of Behavioral and Social Sciences Conference, Las Vegas, NV, February.
Mueller, J. D and Mack, R.W. (2002). “Web-site Atmospherics: Motivators or Hygiene
Factors,” The International Business & Economics Research Conference, Las
Vegas, Nevada, October 7-11. Received Best Paper Award in track.
Mack, R.W., Mueller, R.D., and Tankersley, J. (2002). “Service Recovery in Physician
Service Delivery,” Enabling Technologies and Marketing Education, 2002
Marketing Educators’ Conference Proceedings, San Diego, California,
April 19-21, p. 112.
Mack, R.W., Mueller, R. D., Crotts, J. and Broderick, A. (2000). “Perceptions,
Corrections, and Defections: Implications for Service Recovery in the Restaurant
Industry,” Managing Service Quality, Vol. 10, No.6, 339-346.
Mack, R. W. and Mueller, J. (2000). “Lost in Cyberspace: An Exploratory Perspective
Internet Shoppers’ Attitudes,” 2000 International Conference On Industry,
Engineering, and Management Systems, March, Florida.
Mack, R.W. (1999) “Event Sponsorship: An Exploratory Study of Small Business
Objectives, Practices, and Perspectives,” Journal of Small Business Management,
Vol. 37, No. 3, July, 25-30.
Mack, R. W. (1999) “Health Care Marketing” Chapter in Handbook of Health
Administration and Policy, A.O. Kilpatrick and J.A. Johnson, eds., Marcel
Dekker, Inc., New York, pp. 681-704.
Mack, R. W. and Darden, P.M. (1999) “Children’s Immunizations: The Gap Between
Parents and Providers,” Health Marketing Quarterly, Vol. 16, no. 4, 7-14.
Mueller, R.D., Palmer, A., Boggs, R., Mack, R. and Crotts, J. (1998) “Service Recovery
in the Restaurant Industry: an American and Irish Comparison of Service Failures
and Recovery Strategies,” Marketing Strategy and Organization, Proceedings of
the 27th European Marketing Academy, May, Stockholm, 291-304..
Broderick, A., Crotts, J., Mack, R. and Mueller, R. (1998) “Service Failure and Recovery:
Beyond Quality Improvement,” Expanding Marketing Horizons Into the 21st
Century, 1998 Association of Marketing Theory and Practice, March, 129-130.
Darden, P.M. and Mack, R.W. (1998) “Physician’s Immunization Practices in South
Carolina After a Vaccine Bulk Purchase Program,” The Ambulatory Pediatric
Association Annual Conference, presented May, Washington, D.C.
Darden, P.M. and Mack, R.W. (1997) “Parents’ Focus on the Immunization of Their
Children,” Ambulatory Pediatric Association Poster Presentation, May 1997
Annual Conference.
Crotts, J.C., Mack, R.W. Everett, A.M. and Ledgerwood, C.E. (1997) “Critical Issues and
Incidents Leading to Employee Burnout in the Hotel Industry,” 1997 American
Marketing Association’s Services Marketing Conference/University College
Dublin Special Conference, Published in Proceedings: New and Evolving
Paradigms: The Emerging Future of Marketing. June, Ireland.
Mack, R.W., V. Howe and N. Aly (1996) “Objectives of Quality Program
Implementation in Hospitals: External Customer, Internal Customer or Service
Process Focus,” Marketing: Moving Toward_The 21st Century, Proceedings of
the Southern Marketing Association, 247-248.
Mack, R.W. (1995) “Issues in Breast Implant Decision Making: Information Sources
Type, Decision Time, and Risk Perception,” Carolina Health Services Review,
Vol. 3, 63-70.
Aly, N.A. and R.W. Mack (1995) “Statistical Process Control (SPC) Implementation in
California Hospitals,” IEM ’95 Proceedings: Annual International Conference on
Industry, Engineering and Management Systems, 233-238.
Mack, R.W. (1994) “Events Sponsorship: Current Practices and Consumer Reactions,”
Marketing: Advances in Theory and Thought, Proceedings of the Southern
Marketing Association, 464-468.
Mack, R.W. (1993) “Physician Promotions: A Doctor’s Perspective,” Journal of
Hospital Marketing, Vol. 8, no. 1, 143-158.
Aly, N.A. and R. Mack (1993) “TQM Implementation in Hospitals,” Computers in
Industrial Engineering, Vol. 25, nos. 1-4, 299-302.
Mack, R.W. and Nichols, D.G. 1993) “The Aging Consumer and MARS*5000: An
Example of Positive Health Care Service Innovation,” Marketing: Satisfying a
Diverse Customerplace, Proceedings of the Southern Marketing Association,
22-25.
Mack, R.W. (1992) “Product Line Management in Hospitals,” Advances in Marketing,
Proceedings of the Southwest Marketing Association, 128-133.
Mack, R.W. (1991) “Management’s Perspective on Quality Service in Three Service
Industries,” Marketing: Toward the Twenty-First Century, Proceedings of the
Annual Meeting of the Southern Marketing Association, 400-405.
Mack, R.W., French, W.A., Barnes, J.H. and Anderson, J.H. (1989) “Identifying
Female Senior Citizen Market Segments,” Marketing: Positioning for the 1990s.
1989 Southern Marketing Association Proceedings, 49-53.
Day, E., Davis, B., Dove, R. and French, W. (1987-88), “Reaching the Senior Citizen
Market,” The Journal of Advertising Research, December/January, 23-30.
Dove, R. (1987) “A Consumer Perspective on Health Care Advertising,” Health
Marketing Quarterly, Fall, Vol. 5, No.2.
Dove, R.W. (1986) “Exploring the Selection of a Nursing Home: Who, What and
How,” Journal of Health Care Marketing, Vol. 6, No. 2, June 63-66.
Dove, R.W. (1984) “Retail Store Patronage of the Older Shopper,” Marketing Comes
of Age, Proceedings of the Annual Meeting of the Southern Marketing
Association, SMA, 75-77.
Dove, R.W. (1984) “Life Style Segmentation and the Elderly Market,” Beyond 1984
in Marketing Education, 1984 Conference Proceedings, Western Marketing
Educators Association, 15-18.
RESEARCH IN PROGRESS
DTC (Direct to Consumer) Pharmaceutical Marketing, Credibility of BLOGs versus
Traditional Media, Services Marketing, Critical Incidents Analysis in Service Industries,
Sponsorship Marketing, Culinary Tourism.