Customer Service Associate Professor

CURRICULUM VITAE

Joyce A. Hunter, D.B.A.

**** . ******* ****. *******, ******** 60649

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Summary of Qualifications

Saint Xaiver University hired May 1, 2002 until June 1, 2018

Granted Tenured – Associate Professor on June 1, 2008 until retirement on June 1, 2018.

Promoted to Director, Hospitality Management Program- from 2015-2018 Associate Professor-Saint Xavier University

A Hospitality Case Study Workbook: Real Stories, Real Challenges, and Real Solutions published by John Wallace Press Company, LLC, Oak Forest, Illinois 60452, 8/01/2012

“Anger in the Air: Combating the Air Rage Phenomenon,” published June 15, 2009 by Ashgate Publishing Ltd.–Forth, Hampshire, England.

Associate Professor, Business Marketing, Promotional Strategies, and Hospitality Marketing and Management courses

An expert on the air rage phenomenon. Air rage is a form of disruptive passenger behavior on-board the airplane and within the airport terminals.

Twenty-five years of professional marketing experience with Delta Air Lines, Inc., including administration, sales promotion, and customer service development and leadership.

Education

Doctor of Business Administration (D.B.A.), Marketing, 2004

Argosy University, Orange, CA

Dissertation: An empirical study of the effects of airline customer service and consumer perception on the air rage phenomenon.

Master of Science, Integrated Marketing Communications, 1997

Roosevelt University, Chicago, IL

Bachelor of Arts, Business Management, 1977

Chicago State University, Chicago, IL

Certification

Certified Travel Counselor (CTC) Designation, at Institute of Certified Travel Agents, Wellesley, MA

Skills and Capabilities

Research & Development Market Analysis Special Events Planning

Contract Negotiation Business Planning Customer Relations Training

Sales Promotion Marketing Public Speaking

Strategic Planning Facilitation Project Management Microsoft Word and PowerPoint

CURRICULUM VITAE

Joyce A. Hunter, D.B.A.

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Teaching Experience

Saint Xavier University, Chicago Illinois

Graham School of Management

Adjunct Associate Professor Emeritus September 2018- to Present

Associate Professor-Tenured 8/2009 August 2002 to Retired June 30, 2018

Marketing 300-01 Marketing

Marketing 360-01 Promotional Strategy

Hospitality Management 310-01

Hospitality Marketing 301-01

Adjunct Professor October 2001 to May 2002

Business 300-01 Marketing

Business 300-02 Marketing

Business 442-01 Promotional Strategy

Additional Experience

Over 25 years of professional experience in Marketing, Sales, Administration, Customer Service, and Sales Promotion for Delta Air Lines, Inc.

Professional Memberships

American Marketing Association

National Black MBA Association (Lifetime Member)

National Association of Black School Educators (NABSE)

Sigma Beta Delta (Honor Society)

CURRICULUM VITAE

Joyce A. Hunter, D.B.A.

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Professional Development

WEC 2016-World Education Congress June 11-14, 2016 held in Atlantic

City, New Jersey

HSMAI’S) Meetings, Events, Education, & Technology (MEET) Conference in San Diego,

Ca., June 16-17, 2014

How to Deal with Difficult People- Attended workshop – October 14, 2011

53rd Annual U.S. Army War College National Security Seminar, Carlisle, PA, June 4–8, 2007

AACSB Conference & Seminars, Tampa, FL, June 7–9, 2006. Conference attended: Building Rock-Solid Managers

Cvent’s Product Seminar, Business Gleacher Center, University of Chicago, May 1, 2006

Principles of Marketing Workshop, Skokie, IL, February 3, 2006. Sponsored by the American Marketing Association.

AACSB Conference & Seminars, Tampa, FL, November 18–20, 2005. Conferences attended: Undergraduate Programs; Emerging Curricula.

Marketing Ethics Workshop, University of Notre Dame, Mendoza College of Business, Center for Continuing Education, Notre Dame, IN, May 23–25, 2005

National Alliance of Black School Educators Conference, Dallas, TX, November 16–20, 2004. Professional development programs, seminars, and workshops to enhance and strengthen the skills of teachers, principals, professors and specialists.

National Alliance of Black School Educators Conference, Reno, NV, November 14–17, 2003.

Marketing Boot Camp™, Oakbrook, IL, March 12–13, 2003. Co-sponsored by the American Marketing Association and its Chicago Chapter.

National Alliance of Black School Educators Conference, Atlanta, GA, November 15–18, 2002.

Publications

Hunter, J. A. (1981). Marketing plan for Allen Travel Agency. Institute of Certified Travel Agents Manual.

Hunter, J. A. (2004). An empirical study of the effects of airline customer service and consumer perception on the air rage phenomenon. Unpublished doctoral dissertation, Argosy University, Orange, CA.

Hunter, J. A. (2006). A correlational study of how airline customer service and consumer perception of airline customer service affect the air rage phenomenon. Journal of Air Transportation, 11(3), 78-109.

Hunter, J. A. (2007). Air rage, the new face of air travel: Can it be reversed? Saint Xavier University Connections: Center for Educational Practice, 20(1). http://english.sxu.edu/sites/connections/ hunter.

Hunter, J. A. (2007). Alcohol: Fueling the air rage phenomenon. Proceedings of the Sixth International Conference on Nonlinear Problems in Aviation and Aerospace.

Hunter, J. A. (Published June 15, 2009). Anger in the air: Combating the air rage phenomenon. Ashgate Publishing Ltd.–Forth, Hampshire, England.

Hunter, J.A. (2011). A study of consumer perception of smiling customer service within

the airline industry. Journal of Transportation Security, 4,1,35-56 March 2011.

Hunter, J. A. (Published August 1, 2012) A Hospitality Case Study Workbook:

Real Stories, Real Challenges, Real Solutions Published by John Wallace Press

Company, LLC, Oak Forest, Illinois 60452

Hunter, J.A. (Published article April 13, 2012 in SouthTown Star, a Chicago Sun-Times

publication, “Air rage” incidents reflect dangerous stress levels, p. 19

Hunter, J.A. (2014). Dealing with flight crew member’s emotional carry-on-baggage: Another factor contributing to the air rage phenomenon. Journal of Transportation

Security, 7,2,124-145, January 2014

Hunter, J.A. (2016). Do we feel safer today? The Impact of Smiling Customer Service on

Airline Safety Perception Post 911. Journal of Transportation Security, 9, 35-56, January 2016

CURRICULUM VITAE

Joyce A. Hunter, D.B.A.

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Televison and Radio Interviews:

Chicago local CBS News Channel 2 with Mike Parker- Dr. Hunter discusses causes of

“air rage” incidents.

PSB program, Chicago Tonight WTTW Channel 11 with Phil Ponce- Dr. Hunter

discussed the recent incident involving flight attendant Steven Slater and JetBlue.

Chicago local ABC News channel 7 with José Sanders and Judy Hsu- Dr. Hunter

discussed the potential TSA opt-out protest.

National news on NBC News with Brian Williams- Dr. Hunter discussed the incident

where one passenger reclined his seat back too far into another passenger’s personal

space which caused a fight on-board the aircraft.

Guest on Money Matters Boston Afternoon Edition with host Denis Vaughan

August 19th at 4:30PM ET

Guest on CKNW News Talk 980 Radio in Vancouver – August 28, 2010

Guest on NewsTalk 1400 WRJN in Racine, Wisconsin with host Pete Ferrand, 9/2/10

Guest on the Liza Oz Radio show produced by Harpo Radio aired on June 1, 2011.

Quoted & Contributed Expertise

Bailey, J. (2006, May 21). Rough summer is on the way for air travel. New York Times, p. 1+.

Calculating air rage trends not possible with FAA, TSA data. (2006, April 10). Air Safety Week : Air Safety & Aviation Security Trends and Critical Analysis, 20(15), pp. 3–6.

No miracle on State Street. (2005, September 21). Daily Southtown, p. 1+.

Perrier, P. (2006, April). Hospitality management: Education regional trends in 2006. Elite, The South Suburban Magazine of Fine Lifestyles, p. 35–38.

Refereed Conference Presentations & Papers

Hunter, J. A. (2005, June). The relationships among airline customer expectations of service, perceptions of service, and air rage. Paper presented at the 13th International Colloquium in Relationship Marketing, Memorial University, St. John’s, Newfoundland, Canada, June 2005.

Hunter, J. A. (2005, July). A correlational study of how airline customer service and consumer perception of airline customer service affect the air rage phenomenon. Paper presented at the 9th Annual World Conference Air Research Society, Rio de Janeiro, July 2–6, 2005.

Hunter, J. A. (2006, May). Triple-A Triggers of Air Rage: Alcohol, Anger, Anxiety. Paper presented at the 10th Annual World Conference Air Research Society, Nagoya, Japan, May 26–28, 2006.

Hunter, J. A. (2006, June). Alcohol: Fueling the air rage phenomenon. Paper presented at the ICNPAA 2006: International Conference on Nonlinear Problems in Aviation and Aerospace, Budapest, Hungary, June 21–23, 2006.

Hunter, J. A. (2007, June). Airline customer service at its worst: Is poor airline customer service driving the air rage phenomenon? Paper presented at The 2007 World Conference Air Research Society, University of California, Berkeley, June 21–24, 2007.

Hunter, J.A. (2008, May). Plane Courtesy: How passenger attitudes on board can decrease the air rage phenomenon. Paper presented at The 40th International Conference in 2008 on the Legal and Policy Issues for the Development of Aviation, Space and Tourism of Korea in the 21st Century, held at KINTEX and the Korea Aerospace University in Seoul, Korea, May 28-30, 2008

Hunter, J.A. (2009, June). Emotional Carry-on-Baggage: Another factor contributing to the air rage phenomenon. Paper presented at The 2009 World Conference of Air Transport Research Society in Abu Dhabi, June 27-30, 2009

Other Professional Presentations

Presented Wall Street Journal Award to Diane Quick, April 20, 2005

Career Day Speaker, Fort Dearborn Elementary School, February 11, 2003

Panel Discussion/Speaker, Minorities Making Moves, a seminar sponsored by the Black History Committee of Saint Xavier University, Chicago, February 21, 2005

Research Focus

Researchers Angela Dalhberg, Dr. Andrew Thomas, and Dr. Diane Nahl indicate that 1 billion passengers will be using air travel in the year 2015. My contribution is to educate traveling passengers and the public as to how to avoid conflict and prevent disruptive behavior on-board the aircraft and on the ground. “Anger in the Air: Combating the Air Rage Phenomenon” published by Ashgate Publishing Ltd–Forth, Hampshire, England was released June 15, 2009 and addresses many issues related to the air rage phenomenon that exist today.

My additional focus of research is training students to deliver impeccable customer service.

On August 1, 2012 I published my second book, entitled: A Hospitality Case Study Workbook which focus on resolving customer service issues that arise within the service industry, particularly in the hospitality industry. This student workbook will encourage students to think critically in resolving “customer service” problems that occur constantly within the hospitality industry.

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