1 Jung - 1 Jin Ho Jung 001 Cordell North Tel: (614) Stillwater, OK EDUCATION Doctor of Philosophy, Business Administration 2015 Major: Marketing Minor: Data Mining and Business Analytics Master of Applied Statistics, Statistics 2011 The Ohio State University Bachelor of Art, Business Administration 2008 Chung-Ang University HONORS AND AWARDS Outstanding Graduate Teaching Award 2015 Phillips Dissertation Award ($2,000) 2015 AMA Sheth Foundation Doctoral Consortium Fellowship 2014 DISSERTATION Title: Empirical Investigation of Challenge and Hindrance Appraisals of Customer Demands Chair: Dr. Tom J. Brown Committee: Drs. Todd J. Arnold, Alex R. Zablah, Karen E. Flaherty, and Bryan D. Edwards My dissertation investigates how frontline employees (FLEs) assess and respond to demanding customers. The results provide normative recommendations for managers for the effective management of FLEs so as to reduce the detrimental effects (e.g., high turnover) and increase the beneficial effects (e.g., superior performance) of customer demands in order to enhance the long term success of organizations. Interestingly, the manner in which FLEs assess and respond to demands from their customers has received relatively limited attention in the marketing literature. Further, some of the existing studies suggest that customer demands lead to negative consequences for FLEs, while
2 Jung - 2 other studies find positive effects. To date, researchers have largely ignored (1) what factors influence appraisals of customer demands as either challenges or hindrances, and (2) how the two different forms of appraisal may trigger different psychological processes on job-related outcomes. Uncovering the differential effects of customer demand appraisal (i.e., challenge appraisal and hindrance appraisal) on job stress and engagement may help explain the influence of customer demands on important FLE job outcomes. Further, if customer demand appraisal can be tied to these FLE outcomes, it becomes important to understand the personal factors that influence how FLEs perceive customer demands. Using a multi-source dataset (insurance agents and their supervisors), this study found that (1) prosocial and intrinsic motivations synergistically influence challenge and hindrance appraisals of customer demands, and (2) the challenge and hindrance appraisals influence job satisfaction and job performance through motivational and energy depletion processes. I am currently preparing a manuscript for submission to the Journal of Marketing. RESEARCH MANUSCRIPTS UNDER REVIEW Jung, Jin Ho, Jaewon J. Yoo, and Todd J. Arnold, Customer-to-Customer Interactions and Service Engagement Behaviors: The Role of Customers Joint Perceptions of Organizational Service Climate, manuscript under review at Journal of the Academy of Marketing Science. Jung, Jin Ho, Tom J. Brown, and Alex R. Zablah, The Effect of Customer-Initiated Justice on Customer-Oriented Behaviors, manuscript under reject and resubmit request at the Journal of Business Research. Allison, Lee, Karen E. Flaherty, Jin Ho Jung, and Isaac Washburn, Salesperson Attachment to the Brand: Blessing or Curse? manuscript under revise and resubmit request at the Journal of Personal Selling & Sales Management. REFEREED CONFERENCE PROCEEDINGS Jung, Jin Ho, G. Pathak, and G. Chakraborty (2014), Predicting a Potential Child Smoker Using SAS Enterprise Miner 12.1, SAS Global Forum 2014 Proceedings. Jung, Jin Ho, Tom J. Brown, and Alex R. Zablah (2013), The Effect of Customer-Initiated Justice on Customer-Oriented Behaviors, AMA Summer Educator s Conference Proceedings. WORKING PAPERS Jung, Jin Ho, Gary J. Gaeth, and G. Chakraborty, Mychart (Working Title), manuscript in data analysis phase, Target Management Science.
3 Jung - 3 Jung, Jin Ho and J. Kim, Who is Robin Hood in Your Company? The Mediation Effect of Frontline Workers Moral Emotion on Dysfunctional Customer Oriented Defiance, manuscript in data collection phase, Target - Journal of Applied Psychology. Jung, Jin Ho and Kevin E. Voss, Does Effect Size Really Matter? An Examination of Effect Size Differences between College Students and Non-College Students in a Laboratory Experiment. manuscript in conceptual/writing phase. RESEARCH INTERESTS Sales Management Services Marketing Research Methodology Relationship Marketing ACADEMIC AND PROFESSIONAL SERVICE Reviewer Academy of Marketing Science s Conference (2014) PROFESSIONAL EXPERIENCE TEACHING EXPERIENCE Graduate Teaching Associate (Instructor) Department of Marketing, MKTG3213 Principle of Marketing (Rating 1 : 3.7/4.0) Spring 2015 MKTG3213 Principle of Marketing (Rating 1 : 3.8/4.0) Fall 2014 MKTG3213 Principle of Marketing (Rating 1 : 3.6/4.0) Summer 2014 Graduate Teaching Assistant Department of Marketing, MKTG6413 Advanced Marketing Research (PhD Class) Spring 2014 MKTG5983 Database Marketing Fall 2013 MKTG5883 Advanced Data Mining Applications Summer 2013 MKTG5963 Data Mining and CRM Applications Spring 2013 RESEARCH EXPERIENCE Graduate Research Associate August 2011 December 2012 Department of Marketing, 1 Reported rating is the average of 1) The overall quality of the instructor was excellent and (2) The overall quality of the course preparation was excellent.
4 Jung - 4 PROFESSIONAL AFFILIATIONS American Marketing Association - Member PROFESSIONAL CERTIFICATES SAS and OSU Data Mining Certificate SAS Certified Predictive Modeler Using SAS Enterprise Miner DOCTORAL COURSEWORK MARKETING Marketing Theory Marketing Strategy Marketing Management Consumer Behavior Services Marketing (audited) Dr. Tom J. Brown Dr. Karen E. Flaherty Dr. Todd J. Arnold Dr. Xiang Fang Dr. Tom J. Brown RESEARCH METHODOLOGY Measurement Theory and Experiment Design Advanced Marketing Research Qualitative Research Methods Dr. Kevin E. Voss Dr. Beth S. Caniglia QUANTITATIVE METHODS Multilevel Modeling Hierarchical Linear Modeling Structural Equation Modeling Factor Analysis Dr. Robert Larzelere Dr. Kevin E. Voss Dr. Rathin Sarathy Dr. Dale R. Fuqua BUSINESS ANALYTICS Database Marketing Data Mining and CRM Applications Advanced Data mining and CRM Applications SKILL SET STATISTICAL SOFTWARE PACKAGES Base SAS, SAS Enterprise Miner, SAS Enterprise Guide, and JMP SPSS HLM (Hierarchical Linear and Nonlinear Modeling)
5 Jung - 5 LISREL (Structural Equation Modeling) Mplus (Multilevel Modeling) SmartPLS (Partial Least Squares Method) R (Programing Language) REFERENCES Tom J. Brown Professor of Marketing Noble Foundation Chair in Marketing Strategy Stillwater, OK Phone: (405) Alex R. Zablah Associate Professor of Marketing University of Tennessee, Knoxville Haslam College of Business Knoxville, TN Phone: (865) Goutam Chakraborty Professor of Marketing Ralph A. and Peggy A. Brenneman Professor Stillwater, OK Phone: (405)