Honors & Awards Spring 2012 Awarded CSU College of Business Research Professor of the Year 2011

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1 Anita Whiting, Ph.D. Associate Professor of Marketing College of Business Clayton State University 2000 Clayton State Blvd. Morrow, Ga Teaching Interests: Research Interests: Services Marketing, Consumer Behavior, Marketing Management, MBA Marketing Strategy, Marketing Research, Sports Marketing, Sales Management and Principles of Marketing. Employee Issues in Services, Servicescapes, Wait Times, Call Centers, Retailing and Crowding, Coping Strategies, Service Quality, Service Recovery, Call Centers, Franchising, and Social Media. EDUCATION Georgia State University, Atlanta, GA Ph.D. in Business Administration, Marketing Georgia Institute of Technology, Atlanta, GA Masters of Science in Management (MBA), Marketing Berry College, Rome, GA Bachelors of Science in Marketing, Finance Minor TEACHING EXPERIENCE 2011-present Guest Lecturer Kennesaw State University, Coles College of Business, DBA Program Co-taught Structural Equation Modeling class with Dr. Joe Hair. Also created computer narrated video lectures of Methods classes at KSU present Associate Professor of Marketing Clayton State University (CSU), College of Business Courses taught include Services Marketing, Consumer Behavior, Marketing Management, Marketing Research, Sports Marketing, MBA Marketing Strategy & Principles of Marketing. Class formats include online, hybrid, and traditional Assistant Professor of Marketing Clayton State University, College of Business Graduate Teaching Assistant Georgia State University, Marketing Department

2 Honors & Awards Spring 2012 Awarded CSU College of Business Research Professor of the Year 2011 Spring 2010 Awarded CSU School of Business Research Professor of the Year 2009 Spring 2008 Awarded CSU School of Business Teaching Professor of the Year 2007 Spring 2008 Spring 2008 Spring 2004 Finalist for CSU Smith Award for Outstanding Faculty Nominated for Sherwin Williams Distinguished Teaching Award by Dean of the College of Business at CSU. Awarded GSU Robinson College Doctoral Student Teaching Award Refereed Articles Whiting, A., Donthu, N., & Baker, A. (2011). Investigating the immediate and long-term effects of job stressors on frontline service employees. The International Journal of Research in Marketing, 28, Whiting, A. (2009). Push, scream or leave: How do consumers cope with crowded retail stores? Journal of Services Marketing, 23, Whiting, A. & Donthu, N. (2009). Closing the gap between perceived and actual wait times in a call center: Results from a field study. Journal of Services Marketing, 23, Whiting, A. & Nakos, G. (2008). Can crowded stores be a good thing for retailers?: Functional density and its impact on retail satisfaction in cross-cultural contexts. International Business: Research, Teaching, and Practice, 2, Whiting, A. (2007). Toward an understanding of services and service quality in B2B environments. Insights to a Changing World, 2007, Whiting, A. & Donthu, N. (2006). Managing voice to voice encounters: Reducing the agony of being put on hold. Journal of Service Research, 8, Papers Under Review Whiting, A. Understanding the service environment: How does music, color, and scent impact customers? Under Review at Journal of Applied Marketing Theory. Whiting, A. and Williams, D. Toward an understanding of why people use social media: A uses and gratifications approach. Under Review at Qualitative Market Research. Refereed Conference Papers Whiting, A. and Williams, D. (2012). Toward a better understanding of the ever expanding social web: A uses and gratifications approach. Academy of Marketing Science World Congress Conference, Aug 28 Sept 1, Atlanta, GA. 2

3 Whiting, A. & Donthu, N. (2010). An empirical analysis of customer orientation and its impact on frontline service employees. Society for Marketing Advances Conference, Nov 4-7, Atlanta, GA. Nakos, G., Dimitratos, P., Whiting, A., & Karavokiris, T. (2009). International entrepreneurial orientation and performance of SMEs: The moderating role of networks. Academy of International Business-Southeast, October 28-30, Jacksonville, FL. Whiting, A. (2009). Toward an understanding of crowding in services environments: The impact on employees. Association of Marketing Theory & Practice Conference, March 26-28, Jekyll Island, GA. Whiting, A. (2008). Frontline service employees and coping strategies: Which coping strategies lead to better performance and more smiles? Society for Marketing Advances Conference, Nov 5-8, St. Petersburg, FL. Whiting, A. & Nakos, G. (2007). Can crowded stores be a good thing for retailers?: Functional density and its impact on retail satisfaction in cross-cultural contexts. Academy of International Business - Southeast, November 7-9, Nashville, TN. Whiting, A., Eroglu, S., & Machleit, K. (2005). Coping with crowding stress: An exploratory study and future research directions. Society for Marketing Advances Conference, Nov 2-5, San Antonio, TX. Whiting, A. (2005). Synthesis of ambient stimuli in retail settings. Association of Marketing Theory & Practice Conference, March 24-26, Jekyll Island, GA. Refereed Conference Presentations Whiting, A. (2012). Enhancing student learning through online technologies. Georgia Association of Marketing Educators, April 12-13, Milledgeville, GA. Whiting, A. (2011). Emotions of frontline service employees: How do they feel and how does this impact service? Atlantic Marketing Association Conference, September 15-17, Charleston, SC. Whiting, A. & Wright, B. (2011). Camtasia software: The answer for teaching a difficult concept. 18th Georgia Conference on College & University Teaching, February 11-12, Kennesaw, GA. Wright, B & Whiting, A. (2011). Improving group projects: The case of a students reflections video. 18th Georgia Conference on College & University Teaching, February 11-12, Kennesaw, GA. Whiting, A. (2009). AACSB accreditation and mission-driven initiatives at select schools. Association of Marketing Theory & Practice Conference, March 26-28, Jekyll Island, GA. Whiting, A. (2008). Assessment 101: A quick and easy way to assess your courses. International Society for Exploring Teaching and Learning Conference, October 23-25, Las Vegas, NV. 3

4 Whiting, A. (2007). Guidelines for teaching a hybrid class. International Society for Exploring Teaching and Learning Conference, October 11-13, Atlanta, GA Whiting, A. (2007). Engaging students in a hybrid course. Student Engagement Mini Conference. September 4. Morrow, GA. Ellen, P., Mohr, L., Webb, D., & Whiting, A. (2003). Differences between expert and novice decision-makers use of environmental claims. Marketing and Public Policy Conference, May 29-30, Washington, D.C. RESEARCH GRANTS Summer Online Teaching and Learning Grant ($1,500), Clayton State University 2010 Summer Online Teaching and Learning Grant ($1,500), Clayton State University 2005 Summer Research Grant ($5,000), Clayton State University 2004 Doctoral Research Grant ($500), Georgia State University RESEARCH ACCOMPLISHMENTS Research was featured in Atlanta Business Chronicle (June 2006) for Journal of Service Research article (Whiting & Donthu 2006). Title of article in Atlanta Business Chronicle was Study shows how to soothe on-hold customers, by Tonya Layman. Jun 2-8, 2006, page 2B. Research was featured in Washington Post BLOG (April 2006) for Journal of Service Research article (Whiting and Donthu 2006). Title of BLOG was The Checkout by Caroline Mayer. html Faculty Advisor for Student Research Project on Social Media. Student won 1 st place in Poster Session at CSU Student Research Conference (Spring 2012). Received Grant Writing Certificate from Grant Institute (March 2007) SERVICE Reviewer for Journal of Applied Marketing Theory Review for International Journal of Retail and Distribution Management Reviewer & Discussant for Atlantic Marketing Association Conference Reviewer for Journal of International Marketing Reviewer for Journal of Retailing and Consumer Services 4

5 Reviewer for AMTP Conference Reviewer for SEINFORMS Conference Reviewer for AIB-SE Conference Reviewer for ACR Conference Reviewer for AMS/ACRA Retailing Conference Steering Committee for CSU s Academy for Online Teaching Selected for CSU Career Services Faculty Support Team CSU School of Business Internship Committee Nominated by Provost to serve on CSU Faculty Handbook Committee CSU Honors Program Council CSU Faculty Advisor for Marketing Club CSU Faculty Advisor for Marketing Internships CSU School of Business Communications Committee CSU AACSB Curriculum Committee Member CSU Undergraduate Policy Council Committee Member CSU AACSB Faculty Development and Intellectual Contributions Committee TEACHING ACCOMPLISHMENTS Completed Harvard Business Course on Case Method Teaching (Fall 2011). Completed CSU s Academy for Online Teaching (Fall 2010 & Spring 2011). Developed and taught two new marketing courses MBA Business Research and Sports Marketing (Fall 2007 and Summer 2009). Co-created Marketing Exit Exam for Marketing majors (April 2008). Awarded Full Graduate Teaching Status at CSU (May 2007). Wrote Proposal for Marketing Minor (August 2007). 5

6 INDUSTRY EXPERIENCE present Chick-fil-A, Inc. Atlanta, GA Volunteer Marketing Department. Assist with Sports Marketing events. Events include Chick-fil-A Bowl parade, Fan Fest at Georgia Dome, Chick-fil-A Bowl game, and Chick-fil-A s Kick Off Football Games Delta Air Lines, Inc. Atlanta, GA Senior Analyst - Resource Planning and Performance. Responsible for planning and financing equipment needs (both growth and replacement) for the Atlanta airport. Created analytical models to determine maximum equipment needs for each flight schedule. Was an active member of the buying center for Ground Support Equipment. Prepared business and financial cases for equipment needs. Also prepared capital authorization requests detailing the financing and leasing arrangements. Conducted quarterly meetings with Atlanta Airport Operation Managers and Ground Support Equipment Managers. Interacted with all levels of management from vice presidents to forum representatives. Helped create a new group called the Spares Equipment Group. This group increased efficiency and decreased equipment needs by utilizing idle equipment IXL, Inc. Atlanta, GA Senior Research Analyst Research Department. Conducted secondary and primary research projects. Primary projects include quantitative online surveys and focus groups. Secondary projects included competitive analysis, web site newsletters, and points of views. Specialized in Enterprise Relationship Management (Customer Relationship Management.) Consulting Project. Worked for the VP of Operations Strategy to develop strategy and business plan for new e-business practice group (PG). Identified financial instruments for PG to use, conducted industry case studies, and recommended methodology for PG. Graduate Internship. Helped create a primary and secondary research department. Conducted a thorough analysis of secondary research functions. Analysis included an as-is-assessment, best practices of other organizations, and recommendations for new research department. Recommendations included organizational structure, process flows, and knowledge management systems. Also created Library of Thought Capital Delta Air Lines, Inc. Atlanta, GA Honors Thesis. Conducted market research project on Delta Air Lines customer web site. Conducted surveys at airport and conducted surveys to frequent fliers in order to analyze Delta s online customers. Research included a competitive analysis of offerings of other airlines web sites and other online travel sites and recommendations for ways to improve Delta s website. Presented report to General Manager and Director of Distribution Planning. Co-op. Assistant to Managing Director and Hubcontroller of Atlanta Airport. Created and maintained spreadsheets to track departmental and cumulative Key Performance Indicators (KPI), compiled monthly boarding comparison reports, prepared staffing and overtime reports, and prepared correspondence. Prepared daily, monthly, and annual on-time statistics and graphs, identified problem areas, prepared bi-monthly reports for Senior Vice President, and prepared director s KPI presentations. Paid bills for the Atlanta airport, Comptroller of Employee Club Fund, negotiated car rental agreements, helped plan for new parking lot and busing system, and prepared Affirmative Action reports. 6

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