Manager Customer Service

David S. Martin

Assistant Professor **** Marjorie Court (Home)

Department of Hotel and Restaurant Management Auburn, AL

Auburn University Phone: 334-***-****

Phone: 334-***-**** Email: *******@******.***

Education

Ph.D. 2007 Hotel and Restaurant Management Auburn University

M.S. 2005 Hotel and Restaurant Management Auburn University

B.S. 2001 Hotel and Restaurant Management Auburn University

Teaching Experience

August 2010-Present Assistant Professor, Department of Hotel and Restaurant

Management, Auburn University

Courses Taught:

HRMT 3200 Hospitality Financial Management

HRMT 4200 Hospitality Facilities Management

HRMT 4600 Beverage Appreciation

HRMT 5530 Science of Quality

NUFS 5380 European Study Abroad

HRMT 7000 Hospitality Enterprise (Graduate Class)

August 2007-May-2010 Assistant Professor, Department of Hospitality and Tourism

Management, San Francisco State University

Courses Taught:

HTM 561 Hotel Operations Management

HTM 531 Services Marketing and Management

HTM 421 Food Wine and Culture

HTM 515 Hospitality Internship Program

Publications

Martin, D.S., Ramamonjiarivelo, Z., Martin, W.S. Predicting Medical Tourism of Americans: An

Application of the Theory of Planned Behavior. Tourism Review. Vol. 66. No pp. 45-57.

Martin & O Neill. (2010). Scale Development and Testing: A New Measure of Cognitive

Satisfaction in Sports Tourism. Event Management. Vol.14. No 1 pp. 1-15.

Martin, D.S., Howell, R. & Martin, O Neill. (2010) The Impact of Positive Affect, Negative

Affect, and Customer Satisfaction on the Future Behavioral Intentions of Sports Fans.

International Journal of Sport and Society. Vol. 1 (2), 101-116.

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Wech, B.A., Martin, W.S., Martin, D.S., Dolowitz, A., & Sandefur, J. (2009). A Comparison of

Attitudes toward Business Training Between African American and Caucasian Female Small

Business Owners. Journal of Business and Entrepreneurship. Vol. 21, No 2, pp 21-37.

Martin, D.S., O Neill, M.A., Hubbard, S.S. & Palmer, A. (2008). The role of Emotion in

Explaining Consumer Satisfaction and Future Behavioral Intention, Journal of Services

Marketing. Vol. 22, No. 3 pp. 224-236.

Works in Progress

Martin, D.S., Howell, R. & Newman, C. A Validation of the EventServe Short; A Measure of

Satisfaction with game day services (Work in Progress).

Howell, R., Martin, D.S. & Walls, A. What is the price of Happiness? Increased spending habits

of Delighted Sports Fans (Work in Progress).

Walls, A., Martin, D.S. & Howell, R. Sports Fans and the Stadium Environment; Understanding

how the Environment Influences Satisfaction (Work in Progress).

Martin, D.S. & Martin, W.S. Attitudes and Behavior; A Better Understanding of the Medical

Tourism Phenomenon (Work in Progress).

Conference Proceedings

Martin, D.S. & Howell, R. (2010). Emotions and Satisfaction: Understanding Sports fans and

their Future Behavioral Intentions. Conference of Sport and Society, Vancouver, Canada (Peer

Reviewed).

Martin, D.S., Hu, B., Ergul, M. & O Neill, M.A (2008). Evaluating Fan Satisfaction, A New

Measure of the Game Day Experience. EuroChrie, Dubai (Peer Reviewed).

Martin, D.S., O Neill, M.A., & Hubbard, S.S. (2007). The use of emotional scales in service

settings-an examination of Russell s Circular Order of Affect. Research Proceedings: Advances

in Hospitality and Tourism Research, 12th Annual Hospitality and Tourism Graduate Student

Education and Research Conference. (Peer Reviewed).

Martin, D.S., O Neill, M.A., & Hubbard, S.S. (2006). The Use of Importance-Performance

Scales in the Arena of Event Management. Research Proceedings: Southeast Council on Hotel,

Restaurant & Institutional Education, 10 (1), 9-13. (Peer Reviewed).

Martin, D.S., O Neill, M.A., & Hubbard, S.S. (2006). Affect and Cognition-A Reexamination of

the Customer Satisfaction Construct and its Influence upon Future Behavioral Intention, A

Continuing Study. Research Proceedings: Southeast Council on Hotel, Restaurant & Institutional

Education, 9 (1), 39-42. (Peer Reviewed).

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Conference Proceedings Continued

Martin, D.S., O Neill, M.A., & Hubbard, S.S. (2006). Emotions and Their role in the Formation

of Customer Satisfaction. Research Proceedings: Advances in Hospitality and Tourism Research,

11th Annual Hospitality and Tourism Graduate Student Education and Research Conference, 11

(1), 53. (Peer Reviewed).

Martin, D.S., O Neill, M.A., & Hubbard, S.S. (2005). Affect and Cognition-A Reexamination of

the Customer Satisfaction Construct and its Influence upon Future Behavioral Intention.

Research Proceedings: Spring Southeast Council on Hotel, Restaurant, and Institutional

Education, 8 (2), 26-28. (Peer Reviewed).

Martin, D.S., & O Neill, M.A. (2005). Exploring the Effect of Emotion on Time-Elapsed

Consumer Perceptions of Service Quality-A Reexamination of the Satisfaction Construct.

Research Proceedings: Advances in Hospitality and Tourism Research, 10th Annual Hospitality

and Tourism Graduate Student Education and Research Conference, 10 (1), 31. (Peer

Reviewed).

Professional Presentations

Martin, D.S. & Howell, R. (2010). Emotions and Satisfaction: Understanding Sports fans and

their Future Behavioral Intentions. Paper presented at The Conference of Sport and Society,

Vancouver, Canada.

Martin, D.S. (2008). Evaluating Fan Satisfaction, A New Measure of the Game Day Experience.

Paper presented at the EuroChrie Conference, Dubai.

Martin, D.S. (2007, January). The Use of Emotional Scales in Service Settings-an Examination

of Russell s Circular Order of Affect. Paper presented at the 12th Annual Hospitality and

Tourism Graduate Student Education and Research Conference, Houston, TX.

Martin, D.S. (2006, September). Affect and Cognition-A Reexamination of the Customer

Satisfaction Construct and its Influence upon Future Behavioral Intention, a Continuing Study.

Paper presented at the Fall Southeast CHRIE Conference, Atlanta, GA.

Martin, D.S. (2006, February). The Use of Importance-Performance Scales in the Arena of Event

Management. Paper presented at the Spring Southeast CHRIE Conference, Atlanta, GA.

Martin, D.S. (2006, January). Emotions and Their role in the Formation of Customer

Satisfaction. Paper presented at the 11th Annual Hospitality and Tourism Graduate Student

Education and Research Conference, Seattle, WA.

Martin, D.S. (2005, September). Affect and Cognition-A Reexamination of the Customer

Satisfaction Construct and its Influence Upon Future Behavioral Intention. Paper presented at the

Fall Southeast CHRIE Meeting, Auburn, AL.

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Professional Presentations Continued

Martin, D.S. (2005, February). Exploring the Effect of Emotion on Time-Elapsed Consumer

Perceptions of Service Quality-A Reexamination of the Satisfaction Construct. Paper presented

at the Spring Southeast CHRIE Meeting, Atlanta, GA.

Martin, D.S. (2005, January). Exploring the Effect of Emotion on Time-Elapsed Consumer

Perceptions of Service Quality-A Reexamination of the Satisfaction Construct. Poster session

presented at the 10th Annual Hospitality and Tourism Graduate Student Education and Research

Conference, Myrtle Beach, SC.

Professional Experience

August 2006-August 2007 Research Assistant, Hotel and Restaurant Management Program,

Auburn University.

Conducted quantitative data gathering through observation and

employee interviews. Developed and delivered a multi-site

employee training program with a focus on customer service,

service recovery, service systems, and service delivery.

Re-wrote the standard operating procedures for the Alabama State

Parks System in order to update and implement a usable set of

operating procedures for the state parks. Research methods

included interviews, on-site observations and correspondence with

managers and employees. Emphasis was on front desk operations,

restaurant management, customer service and human resources.

August 2005-May 2006 Research Assistant, Hotel and Restaurant Management Program,

Auburn University.

Developed an employee satisfaction survey, conducted statistical

analysis and prepared final reporting for a longitudinal study. The

purpose of the study was to measure employee satisfaction with

on-site dining facilities.

January-June 2006 Teaching Assistant, Summer Abroad Travel Program, Hotel and

Restaurant Management Program, Auburn University.

Assisted with classroom and planning activities surrounding a 28

day backpacking trip across Central Europe. Duties included

advising students, grading assignments, and assisting the professor

of record with maintaining the budget and itinerary.

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Professional Experience Continued

August 2005-May 2006 Teaching Assistant, Hotel and Restaurant Management Program,

Auburn University.

Led lab and classroom instruction, maintained inventory for a

commercial grade kitchen, corresponded with industry

professionals and assisted with student certifications for safe food

handling.

August-November 2005 Supervised Teaching, Hotel and Restaurant Management Program,

Auburn University.

Lectured advanced students in hotel and restaurant management in

the areas of quality award systems, benchmarking, service

recovery and employee satisfaction.

November 2002-May 2003 Director, Front Office Operations, the Wynfrey Hotel,

Birmingham, AL.

Led the following departments: front desk, PBX, bell-stand,

transportation, concierge, and club level. Managed day to day

operations of all departments, developed training programs for

employees and managers, implemented and oversaw a new

computer system, reviewed all hiring and firing for each

department and assisted the rooms division manager with on-going

projects.

May -November 2002 Assistant Front Office Manager, The Eldorado Hotel, Santa Fe,

NM.

Assisted the front office manager with the day to day operations of

the front desk. Additional duties included interviewing potential

employees, training all new employees, acting as a liaison between

the conference service managers and the front desk and assisting

the Manager On Duty with night-time duties.

August 2001-May 2002 Conference Service Manager, The Auburn University Hotel and

Dixon Conference Center, Auburn, AL.

Conducted the booking, detailing and execution of multiple event

types including: business meetings, association events, weddings

and family reunions. Also assisted the Director of Sales and

Marketing in cold calls and developing new business.

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Professional Experience Continued

February -July 2001 Rooms Intern, The Ritz-Carlton, Naples, FL.

Fully trained in the following departments: front desk, PBX,

concierge, club level concierge and housekeeping. Also assisted

the Director of Housekeeping with the re-writing and updating of

housekeeping standard operating procedures.

Sept 1999-August 2000 Manager on Duty, The Auburn University Hotel and Dixon

Conference Center, Auburn, AL.

Oversaw the operation of the front desk from 3-11 pm. Other

duties included generating nightly reports, training new staff,

conducting security rounds and checking end of shift reports.

Thesis Directed

Benjamin Nemec, 2011: Tailgating at Collegiate Sporting Events: Investigating its Effects on

Satisfaction and Future Behavioral Intentions. (Chair)

Yang Cao, 2011: Service Quality, Comparing Licensed and Franchised Units within the same

Brand. (Committee Member).

Kyle Townsend, 2011: Identifying Critical Success Factors in Alabama Wine Tourism: A Case

Study of the Providers. (Non-Thesis Research Project-Committee Member).

Service-Auburn University

Faculty Representative 2011 Governors Conference on Tourism, Florence, AL

Secretary, 2011-Present Southeastern Federation of I-CHRIE

Member, 2011-Present Faculty Search Committee (Nutrition)

Chair, 2011-Present New Faculty Search Committee (HRMT)

Member, 2010-2011 New Faculty Search Committee (HRMT)

Chair, 2010-Present ACHPHA Accreditation Committee

Member, 2011-Present Graduate Conference Planning Committee

Chair, 2011-Present HRMT Career Fair

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Service Continued

Member, 2010-Present Scholarship Selection Committee

Advisor, 2010-Present National Society of Minorities in Hospitality

Member, 2010-Present Inter-Professional Education Group

Professional Associations

International Council for Hotel, Restaurant, Institutional Education (I-CHRIE)

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