RONALD L. HESS, JR. Assistant Professor The College of William & Mary, Mason School of Business Administration, Marketing Area, August present.

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1 RONALD L. HESS, JR. OFFICE ADDRESS HOME ADDRESS Mason School of Business Administration 4175 Ambassador Circle The College of William & Mary Williamsburg, VA Williamsburg, VA (757) P.O. Box 8795 (757) ACADEMIC WORK EXPERIENCE: Assistant Professor The College of William & Mary, Mason School of Business Administration, Marketing Area, August present. Assistant Professor University of Central Florida, College of Business Administration, Department of Marketing, June May Visiting Assistant Professor The College of William & Mary, Mason School of Business Administration, Spring EDUCATION: PhD Virginia Tech, 1999 Major Area: Marketing Minor Area: Organizational Behavior and Applied Psychology Dissertation Title: The Effects of Employee-Initiated Peripheral Service Failures on Customers Satisfaction with the Organization Advisors: Shankar Ganesan and Noreen M. Klein Consortium Representative, American Marketing Association Doctoral Consortium, MBA The College of William & Mary, 1994 Concentration: Marketing Beta Gamma Sigma Honor Society, The College of William & Mary Chapter, Awarded William & Mary Sancetta Memorial Fund Award for Doctoral Studies, 1994, and William & Mary MBA Fellowship, BA James Madison University, 1988

2 Concentration: Marketing

3 Page 2 Ron Hess 3/07 RESEARCH ACTIVITIES: Refereed Research Publications: Ambrose, Maureen L., Ronald L. Hess, and Shankar Ganesan (In Press) The Relationship Between Justice and Attitudes: An Examination of Justice Effects on Event and System-related Attitudes, Organizational Behavior and Human Decision Processes. Hess, Ronald L. (In Press), The Impact of Firm Reputation and Failure Severity on Customers Responses to Service Failures, Journal of Services Marketing. Hess, Ronald L., Shankar Ganesan, and Noreen M. Klein (2007), Interactional Service Failures in a Pseudorelationship: The Role of Organizational Attributions, forthcoming, Journal of Retailing: Special Issue on Competing Through Service, 83 (1). Olver, James and Ronald L. Hess (2005), A New Product Development Process: William and Mary s Experiment in MBA Development, International Journal of College Teaching Methods and Styles, 1 (3), Hess, Ronald L., Lawrence A. West, and Ronald S. Rubin (2004), "Graphical Information Systems as a Marketing Information Technology," Decision Support Systems, 38 (2), Hess, Ronald L., Shankar Ganesan and Noreen M. Klein (2003), Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction, Journal of the Academy of Marketing Science, 31 (Spring), Ganesan, Shankar and Ronald L. Hess (1997), Dimensions and Levels of Trust: Implications for Commitment to a Relationship, Marketing Letters, 8 (4), Hess, Ronald L. and Shankar Ganesan (1997), The Impact of Service Recovery on Customer Satisfaction, in AMA Winter Educators Conference Proceedings, Debbie Thorne LeClair and Michael Hartline, eds., St. Petersburg, FL: American Marketing Association, Cook, Donald L. and Ronald L. Hess (1995), Internet Security: The Last Barrier to Interactive Commerce?, in COTIM-95 Communications and Technology in Marketing Proceedings, Ruby Dholakia and David Fortin, eds., Kingston, RI: University of Rhode Island.

4 Page 3 Ron Hess 3/07 Manuscripts Under Review: Hess, Ronald L., Your Reputation Precedes You: The Influence of Firm Reputation and Past Service Experience on Customers Responses to Service Failures, revising for second-round submission to Journal of Services Research. Hess, Ronald L., Margaret G. Meloy, and William T. Ross, Who is to Blame? The Effects of Store Image and Product Branding on the Assignment of Responsibility for Failures Involving Multiple Firms, revising for second-round submission to Journal of Retailing. Hess, Ronald L. and Jonathan W. Palmer, PBM Plastic s Use of Technology to Achieve Concentric Circles of Improvement, revising for second-round submission to Journal of Information Technology Cases and Analysis. Working Paper: Hess, Ronald L. and Maureen L. Ambrose, Customer Complaint Handling: The Influence of Relationship Quality and Purchase Frequency on Perceptions of Distributive, Procedural, Interpersonal, and Informational Justice, Working Paper. (To be submitted to Journal of Marketing, currently under peer review) Presentations at Workshops, Conferences, and Professional Meetings: Hess, Ronald L., Margaret G. Meloy, and William T. Ross, Who is to Blame? The Effects of Store Image and Product Branding on the Assignment of Responsibility for Failures Involving Multiple Firms, Academy of Marketing Science Annual Conference, San Antonio, TX, May Hess, Ronald L. and Maureen L. Ambrose, The Four Factor Model in Customer Complaint Handling: The Differential Effects of Justice on Affective and Behavioral Responses, International Business and Economic Conference, Honolulu, HI, January Olver, James and Ronald L. Hess, A New Product Development Process: William and Mary s Experiment in MBA Development, The International College Teaching Methods and Styles Conference, Reno, NV, September (Best Paper Award). Hess, Ronald L. and Maureen L. Ambrose, "Making Sense of Customers Responses to Organizational Complaint Handling: The Effects of Justice on Short-term and Longterm Outcomes," AMA Winter Educators Conference, Austin, TX, February 2002.

5 Page 4 Ron Hess 3/07 Presentations at Workshops, Conferences, and Professional Meetings (Continued): Ambrose, Maureen L. and Ronald L. Hess, "Making Sense of Customers Responses to Organizational Complaint Handling: The Effects of Justice on Short-term and Longterm Outcomes, International Justice Roundtable Conference, Denver, CO, March Hess, Ronald L. and Maureen L. Ambrose, "Making Sense of Customers Responses to Organizational Complaint Handling: The Effects of Justice on Short-term and Longterm Outcomes," Invited Presentation at the University of Central Florida Research Symposium, Orlando, FL, April Hess, Ronald L., The Development of Relational Commitment: An Integrative Review and Extension to a Services Context, AMA Winter Educators Conference, St. Petersburg, FL, February Hess, Ronald L. and Shankar Ganesan, The Impact of Service Recovery on Customer Satisfaction, AMA Winter Educators Conference, St. Petersburg, FL, February Ganesan, Shankar and Ronald L. Hess, Safeguarding Human Capital Through Dependence Balancing Strategies: A Conceptual Framework, INFORMS Marketing Science Conference, Gainesville, FL, March Other Research Presentations: Williamsburg Rotary Club, Kingsmill Resort and Conference Center, Williamsburg, VA, Spring 2003 Research Grants: The College of William & Mary, Mason School of Business, Faculty Summer Research Grant, Summer Awarded a competitive research grant from The Mason School of Business at William & Mary for the manuscript entitled: Who is to Blame? The Effects of Store Image and Product Branding on the Assignment of Responsibility for Failures Involving Multiple Firms. The College of William & Mary, Mason School of Business, Faculty Summer Research Grant, Summer Awarded a competitive research grant from The Mason School of Business at William & Mary for the manuscript entitled: The Relationship

6 between Justice and Attitudes: An Examination of Justice Effects on Event and System-related Attitudes. Page 5 Ron Hess 3/07 Research Grants: The College of William & Mary, University Faculty Summer Research Grant, Summer Awarded a university-wide, competitive research grant from William & Mary for the manuscript entitled: Make-or-Buy Decisions Involving Consumer Services. The College of William & Mary, University Faculty Summer Research Grant, Summer Awarded a university-wide, competitive research grant from William & Mary for the manuscript entitled: "Interactional Service Failures in a Pseudorelationship: The Role of Organizational and Employee Attributions. The College of William & Mary, University Faculty Summer Research Grant, Summer Awarded a university-wide, competitive research grant from William & Mary for the manuscript entitled: "Making Sense of Customers Responses to Organizational Complaint Handling: The Effects of Justice on Short-term and Longterm Outcomes." University of Central Florida, Academic Research Grant, Summer Awarded a university-wide, competitive summer research grant with co-author Maureen L. Ambrose from the University of Central Florida. University of Central Florida, Faculty Summer Development Institute Competitive Fellowship, Summer Selected to attend a one week program for curriculum enhancement and technology integration for a new electronic commerce marketing class.

7 Page 6 Ron Hess 3/07 TEACHING EXPERIENCE: Teaching Interests: Services Marketing, Marketing Research, Business-to-Business Marketing Teaching Experience and Evaluations: * Scale - 1 (Unsatisfactory) to 5 (Excellent). (Average class sizes were 40 for undergraduate classes and 20 for MBA classes) Institution/Course Term Evaluation* The College of William & Mary Business-to-Business Career Acceleration Module (MBA) Fall, Marketing Research (2 sections) Spring, / 4.88 Business-to-Business Career Acceleration Module (MBA) Fall, Marketing Research (2 sections) Spring, / 4.43 Consumer Career Acceleration Module (MBA) Fall, Marketing Research (2 sections) Spring, / 4.50 Business-to-Business Marketing (MBA) Fall, Marketing Research (2 sections) Spring, / 4.40 Business-to-Business Marketing (MBA) Fall, Business-to-Business Marketing (undergraduate) Fall, Marketing Research (2 sections) Spring, / 4.30 Business-to-Business Marketing (MBA) Fall, Business-to-Business Marketing (undergraduate) Fall, Marketing Research (2 sections) (as visiting professor) Spring, / 4.70 University of Central Florida Consumer Behavior (2 sections) Spring, Consumer Behavior (2 sections) Fall, Services Marketing (Executive MBA) Summer, Evaluation and Control of Sales Force (MBA) Spring, Sales Force Management Spring, Sales Force Management (2 sections) Fall, Virginia Tech Industrial Marketing Fall, Sales Management Summer, Sales Management Summer, Principles of Marketing Summer, Principles of Marketing Summer,

8 Page 7 Ron Hess 9/06 TEACHING AWARDS: Outstanding Professor of the Year Awarded by the students graduating from The College of William & Mary, Bachelor of Business Administration, Class of Professor of Excellence Award - University of Central Florida Panhellenic Council, Interfraternity Council & Order of Omega Honor Society, EXECUTIVE EDUCATION: Executive Education: Philip Morris USA, Kings Mill Resort and Conference Center, Williamsburg, Virginia. Taught a three day executive education seminar with Dr. Larry Ring on marketing strategy and research called The Marketing Analytics Workshop, January, Continuing Education: American Marketing Association, 19 th Annual Faculty Consortium on Professional Selling and Sales Management. Attended a three day conference on teaching in Lake Buena Vista, Florida, July 10-13, CONSULTING ACTIVITIES: NAVSUP: Naval Supply Systems Command Naval Exchange Service Command, This consulting project involved optimizing the merchandise assortment across the military exchange and commissary systems for The Department of Defense (DoD). UNIVERSITY SERVICE: Fee Professorship College Award Committee, The College of William & Mary, member of a college-wide committee that choose the recipient of this award for the Class of 2010 based upon teaching, research, and service excellence. Faculty Advisor, The College of William & Mary, student curriculum advising and career counseling, 2001-Present. Faculty Advisor, The College of William & Mary, advised several independent studies of undergraduate student at William & Mary, Presenter for Functional Areas Student Orientation, The College of William & Mary, introduced the MBA marketing curriculum to the 1 st year MBA students, Fall Faculty Advisor, The College of William & Mary, advised a required MBA field studies consulting project, (Client: The College of William & Mary Athletic Department)

9 Page 8 Ron Hess 9/06 Faculty Advisor, The College of William & Mary, advised a team of five students for the IMG Case Competition, (Advised Winning Team) IMG Case Competition Coordinator - William & Mary - Field Studies Group meeting with IMG executives, Executive Instruction, The College of William & Mary, taught ESCP French EMBA sessions on service management, Faculty Advisor, The College of William & Mary, advised a team of four students for an international cross functional case competition at the Copenhagen School of Business in Denmark, Business Advisor, recommend marketing research activities for Merchants Square, a retail center located in the colonial district, Williamsburg, Virginia, Faculty Advisor, University of Central Florida, advised students with curriculum choices in the school of business, JOURNAL AND CONFERENCE REVIEW ACTIVITIES: Ad Hoc Reviewer Journal of the Academy of Marketing Science Journal of Personal Selling & Sales Management Journal of Business Research Conference Reviewer AMS Academy of Marketing Science Conference (2005) AMS Academy of Marketing Science Conference (2004) SMA Educators Conference (2003) AMS Educators Conference (2003) AMA Summer Educators Conference (2003) AMA Summer Educators Conference (2001) AMA Winter Educators Conference (1999) Society of Consumer Psychology Conference (1999) Conference Session Chair AMA Summer Educators Conference (2001)

10 Page 9 Ron Hess 9/06 PROFESSIONAL SOCIETIES AND RELATED ACTIVITIES: Professional Affiliations: American Marketing Association Academy of Marketing Science Beta Gamma Sigma Other Related Activities: Customer Care Alliance, Submitted a proposal to be a member of the Customer Care Alliance academic board. The Customer Care Alliance collects data and publishes on topics dealing with customer service, customer complaint behavior, and customer rage. Press releases appear frequently in many major publications including the Wall Street Journal. Electronic Commerce Curriculum Committee, Fall Spring Selected to assist with the development and implementation of curriculum for electronic commerce concentration in both the undergraduate and graduate business programs. AACSB Electronic Commerce Conference, Summer Attended conference devoted to the development of electronic commerce programs and curriculum for undergraduate and graduate business programs.

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