VINCENTIA (CINDY) ANN CLAYCOMB

Transcription

1 VINCENTIA (CINDY) ANN CLAYCOMB W. Frank Barton School of Business WICHITA STATE UNIVERSITY 1845 Fairmount, Wichita, KS (316) (Office), (316) (Fax) Home Address: 151 N. Rock Island Loft 4A, Wichita, Kansas , (h), (m) EDUCATION July 1995 Ph.D. Oklahoma State University Major: Marketing Minor: Organizational Behavior May 1991 M.B.A. Wichita State University Grade Point Average 4.0 December 1979 B.B.A. Wichita State University Graduated Magna Cum Laude ACADEMIC AND PROFESSIONAL WORK EXPERIENCE Academic: June 2, 2013 to present Summer 2000 to June 2, 2013 Interim Dean, Wichita State University, W. Frank Barton School of Business. Chief academic and administrative officer of the Barton School of Business. Responsible for budget, curriculum, and program activities for the Barton School of Business. Professor (beginning Summer 2006; Professor Incentive awarded 2012) / Associate Professor, Department of Marketing (formerly Department of Marketing and Entrepreneurship), Dr. Robert Ross (Summer ) / Dr. Dean Headley (Summer ) / Dr. Stephen Porter (Summer 2008 to present), Chair - W. Frank Barton School of Business, Wichita State University. Allocation of time is 45% teaching, 45% research, and 10% service. Teaching responsibilities include course design, instruction, and evaluation for undergraduate and graduate courses. Research responsibilities include attainment of refereed journal articles. Service responsibilities vary from year to year. Fall 2002 to Spring 2007 Fall 1996 to Fall 2009 Certificate in Marketing Instructor, Wichita State University, Center for Management Development. Responsible for course design and instruction of Channels of Distribution module of Certificate in Marketing training program. Mini-MBA Instructor, Wichita State University, Center for Management Development. Responsible for course design and instruction of Marketing Management module of Mini-MBA certification program. Fall 1994 Assistant Professor, Department of Marketing and Entrepreneurship, Dr. Robert Ross, Chair to Spring W. Frank Barton School of Business, Wichita State University. Allocation of time was 45% teaching, 45% research, and 10% service. Teaching responsibilities included course design, instruction, and evaluation for undergraduate, traditional MBA, and Executive MBA courses. Research responsibilities included attainment of refereed journal articles. Major service responsibility was faculty advisor to the student chapter of Students in Free Enterprise. Fall 1993; Spring 1994 Adjunct Instructor, Department of Marketing, Dr. Robert Ross, Chair - W. Frank Barton School of Business, Wichita State University. Taught Retail Management; fully responsible for course 1

2 design, instruction, and evaluation. Department of Management, Dr. John Belt, Chair - W. Frank Barton School of Business, Wichita State University. Taught Concepts of Administration; fully responsible for course design, instruction, and evaluation. Spring 1993; Graduate Teaching Associate, Department of Marketing, Dr. L. Lee Manzer, Chair - Fall 1991 College of Business Administration, Oklahoma State University. Taught Principles of Marketing (two sections); fully responsible for course design, instruction, and evaluation. January Graduate Research Associate, The Center for Product and Service Quality, Dr. Stephen J. December 1992 Miller, Director - College of Business Administration, Oklahoma State University. Business and Industry: March Pizza Hut, Inc., A Division of PepsiCo, 9111 E. Douglas, Wichita, Ks. August 1991 June August 1991 January June 1990 May January 1989 April May 1986 March April 1985 Manager, Accounts Payable. Managed a team of sixty-five employees responsible for processing over two million payable documents annually for Pizza Hut. Personal responsibilities included strategic and project planning, staffing, and budgeting. Manager, Finance Customer Service Center. Singular responsibility for the development and implementation of a problem resolution department within the Pizza Hut Finance group for use by Field Operations. Responsibilities included managing a staff of ten, organizing the research and publication of a monthly financial newsletter, planning and coordinating projects to ensure customer problem resolution. Manager, Budget Analysis. (5/86-2/87, Sr. Financial Analyst, Budget Analysis). Managed the staff responsible for development of the annual budget for Corporate Headquarters. The budget was in excess of sixty million dollars. Information Center Consultant. Performed various training and consulting activities in support of Pizza Hut employees using computing tools. Systems Analyst. Personnel: Job duties involved coordinating the entire Personnel Department s budget preparation and analysis, providing management with current Personnel statistics and trends to aid in decision-making. Finance: Major job duties included computer support and analysis for the Finance Department. Coordinated the installation of a new Payroll computer system. January March 1982 Staff Accountant. Boeing Computer Services, Wichita, Ks. Responsibilities included justification and analysis of the annual budget, monthly budget updates, and serving as liaison between finance and other departments. CLASSES TAUGHT Marketing Management (capstone) Personal Selling and Sales Force Management Retail Management Online Marketing Services Marketing Principles of Marketing (MBA and EMBA) 2

3 RESEARCH AND PUBLICATIONS Refereed Journal Articles: Claycomb, Cindy and Dean Headley (2013), Clean Indoor Air: Public Demand For Smoking Bans, European Journal of Marketing, 47 (8), Muthitacharoen, Achita (Mi), Cindy Claycomb, and Jodi Pelkowski (2011), Exploring Market Dispersion and Factors That Predict Market Success: The Case of Three E-Auction Markets, Communications of the Association for Information Systems, 29 (19), Available at: Claycomb, Cindy and Gary L. Frankwick (2010), Buyers Perspectives of Buyer-Seller Relationship Development, Industrial Marketing Management, 39 (1), Iyer, Karthik N.S., Richard Germain, and Cindy Claycomb (2009), B2B E-Commerce Supply Chain Integration and Performance: A Contingency Fit Perspective on the Role of Environment, Information & Management, 46 (6), Germain, Richard, Cindy Claycomb, and Cornelia Dröge (2008), Supply Chain Variability, Organization Structure, and Performance: The Moderating Effect of Demand Unpredictability, Journal of Operations Management, 26 (5, September), Porter, Stephen, Cindy Claycomb, and Frederic B. Kraft (2008), Salespeople Wellness Lifestyle: A Measurement Perspective, Journal of Personal Selling and Sales Management, 28 (1, Winter), Claycomb, Cindy and Gary L. Frankwick (2005), The Dynamics of Buyers Perceived Costs During the Relationship Development Process: An Empirical Assessment, Journal of Business Research, 58 (12), Dröge, Cornelia, Cindy Claycomb, and Richard Germain (2005), Applied Customer Knowledge in a Manufacturing Environment: Flexibility for Industrial Firms, Industrial Marketing Management, 34 (6), Claycomb, Cindy, Karthik Iyer, and Richard Germain (2005), Predicting the Level of B2B E-Commerce in Industrial Organizations, Industrial Marketing Management, 34 (3), Claycomb, Cindy and Gary L. Frankwick (2004), A Contingency Perspective of Communication, Conflict Resolution, and Buyer Search Effort in Buyer-Supplier Relationships, Journal of Supply Chain Management, 40 (1, Winter), Dröge, Cornelia, Cindy Claycomb, and Richard Germain (2003) Does Knowledge Mediate the Effect of Context on Performance? Some Initial Evidence, Decision Sciences, 34 (3, Summer), Porter, Stephen S., Frederic B. Kraft, and Cindy Claycomb (2003), The Practice of a Wellness Lifestyle in a Selling Environment: A Conceptual Exploration, Journal of Personal Selling and Sales Management, 23 (3, Summer), Claycomb, Cindy and Charles L. Martin (2002), Building Customer Relationships: An Inventory of Service Providers Objectives and Practices, Journal of Services Marketing, 16 (7), (reprint). Claycomb, Cindy, Cornelia Dröge, and Richard Germain (2002), Applied Product Quality Knowledge and Performance: Moderating Effects of Uncertainty, International Journal of Quality & Reliability Management, 19 (6), Claycomb, Cindy, Dröge, Cornelia, and Germain, Richard (2001), Applied Process Knowledge and Market Performance: The Moderating Effect of Environmental Uncertainty, Journal of Knowledge Management, 5 (3, September), Claycomb, Cindy and Charles L. Martin (2001), Building Customer Relationships: An Inventory of Service Providers Objectives and Practices, Marketing Intelligence and Planning, 19 (6, November),

4 Book: Barnes-Vieyra, Pamela and Cindy Claycomb (2001), Business-to-Business Electronic Commerce: Models and Managerial Decisions, Business Horizons, 44 (3, May-June), Claycomb, Cindy, Lengnick-Hall, Cynthia, and Inks, Lawrence (2001), The Customer as a Productive Resource: A Pilot Study and Strategic Implications, Journal of Business Strategies, 18 (1, Spring), Claycomb, Cindy, Stephen S. Porter, and Charles L. Martin (2000), Riding the Wave: Response Rates and the Effects of Time Intervals Between Successive Mail Survey Followup Efforts, Journal of Business Research, 48 (2), Lengnick-Hall, Cynthia, Cindy Claycomb, and Lawrence Inks (2000), From Recipient to Contributor: Examining Customer Roles and Experienced Outcomes, European Journal of Marketing, 34 (3/4), Claycomb, Cindy, Richard Germain, and Cornelia Dröge (2000), The Effect of Formal Strategic Marketing Planning on the Industrial Firm s Configuration, Structure, Exchange Patterns, and Performance, Industrial Marketing Management, 29 (3), Claycomb, Cindy, Richard Germain, and Cornelia Dröge (1999), Total System JIT Outcomes: Inventory, Organization, Financial Effects, International Journal of Physical Distribution and Logistics Management, 29 (10), Claycomb, Vincentia (Cindy) and Stephen J. Miller (1999), The Relationship Between Market-Based Organizational Learning and Organizational Structure Across Various Contingency Variables, Journal of Marketing Management, 9 (2, Summer/Fall), Claycomb, Cindy, Cornelia Dröge, and Richard Germain (1999), The Effect of Just-in-Time Exchange with Customers on Organizational Design and Performance, International Journal of Logistics Management, 10 (1), Porter, Stephen S. and Cindy Claycomb (1997), The Influence of Brand Recognition on Retail Store Image, Journal of Product and Brand Management, 6 (6), Claycomb, Vincentia Cindy and Gary L. Frankwick (1997), The Dynamics of Buyers Perceived Costs During the Relationship Development Process, Journal of Business-to-Business Marketing, 4 (1), Robert H. Hartley and Cindy Claycomb, Marketing Mistakes & Successes Twelfth Edition, (2014) John Wiley & Sons, Inc.: Hoboken, NJ. National and International Proceedings (refereed): Porter, Stephen, Frederic B. Kraft, and Cindy Claycomb (2005), The State of Wellness of the Salesperson Wellness Lifestyle Scale: An Examination of the Scale s Research Fitness, National Conference on Sales Management, C. David Shepherd, ed., Hunt, C. Shane, Gary L. Frankwick, and Cindy Claycomb (2004), Information Sources Used by Buyers During Relationship Development in Business-to-Business Markets, American Marketing Association Summer Educators Proceedings, Volume 15, Chicago, IL: American Marketing Association, Porter, Stephen S., Cindy Claycomb, and Frederic B. Kraft (2004), An Exploratory Investigation of a Salesperson Wellness Lifestyle, in National Conference in Sales Management Proceedings, C. David Shepherd, ed., Porter, Stephen S., Frederic B. Kraft, and Cindy Claycomb (2002), Antecedents and Consequences of Health & Wellness in a Selling Environment: An Exploratory Investigation, in National Conference in Sales Management Proceedings, Jon M. Hawes and Scott A. Inks, eds., Claycomb, Cindy and Richard Germain (1997), Organizational Learning and Performance: An Empirical Test, 4

5 American Marketing Association - Winter Educators Conference, February 15-18, St. Petersburg, Florida, Vol. 8, pp Claycomb, Vincentia Ann (1994), Transformational Leadership, Employee Prosocial Behavior, and Performance Beyond Expectation: The Service Provider s Competitive Advantage, American Marketing Association and Owen Graduate School of Business at Vanderbilt University - Frontiers in Services Conference, October 6-8, Nashville, Tennessee. Claycomb, Vincentia Ann and John C. Mowen (1993), Consumer Desire for Salesperson Sociability in the Service Encounter, American Marketing Association and Owen Graduate School of Business at Vanderbilt University - Frontiers in Services Conference, October 21-23, Nashville, Tennessee. Claycomb, Vincentia Ann and Stephen J. Miller (1993), Establishing a Customer Satisfaction Information System for Enhanced Strategy Development, American Marketing Association Summer Educators Conference, August 6-10, Boston, Massachusetts, Vol. 4, pp Claycomb, Vincentia Ann and John C. Mowen (1992), On Consumer and Managerial Judgments of Product Quality and Satisfaction: The Marketing Lens Model, in Proceedings of International Services Quality Association Quality in Services 3 Symposium, June 14-19, Karlstad, Sweden. Special Interest Group Session: Claycomb, Cindy and Stephen Miller (1995), The Role of Organizational Learning in Effective Internal Customer Service, presented during a special panel session at the American Marketing Association Summer Marketing Educators Conference, Linking Internal Customer Service Quality to External Service and Customer Satisfaction, Stephen W. Brown, session chair. Book Chapter: Claycomb, Cindy (2005), WorldCom / MCI Massive Accounting Fraud, Chapter 9 in Business Ethics: Mistakes and Successes written by Robert F. Hartley, Hoboken, NJ: John Wiley & Sons. Research in Progress: An Empirical Investigation of Salesperson Wellness: An Outcomes Approach, with Stephen S. Porter and Frederic B. Kraft. Data being reanalyzed and manuscript being written for Journal of Marketing Theory and Practice. Sales Manager Coaching: A Scale Development Process, with Stephen S. Porter and Michael R. Williams. Status: Pretest data analyzed; second data collection effort completed. Examining Heterogeneities and Effectiveness in Bidder Strategies in Global Electronic Auction Markets, with Mi Muthitacharoen and Jodi Pelkowski. Status: Data collected and manuscript is being written; manuscript target is International Journal of Electronic Commerce. DISSERTATION Title: Organizational Facilitators of Customer-Oriented Organizational Learning. Chairperson: Stephen J. Miller Committee Members: Richard Germain, Joshua Wiener, Margaret A. White Abstract: Throughout the U.S., organizations have adopted quality management processes to confront the pressures of global competition and regain market share. Over time, many organizations have questioned how initial successes of quality initiatives can be maintained. My research sought to extend understanding of the organizational characteristics necessary to create and sustain organizational learning as part of a strategic marketing philosophy based on a customer orientation as a pillar of quality management. The study specifically addressed the following research question: What organizational 5

6 characteristics facilitate customer-oriented organizational learning? The research empirically measured organizational characteristics, including organizational structure, strategy, innovativeness, and environmental scanning, thought to foster organizational learning focused on customer-based information. Exploration of these relationships had not previously been investigated in the marketing literature. Participants in the study were 215 U.S. manufacturing companies. Each participant completed a questionnaire containing scales designed to measure the predictor and criterion variables. Traditional scale development analyses were conducted to assess the reliability of the scales. Regression analyses were used to test the hypothesized relationships. An analysis of the customer-oriented organizational learning scale yielded four key dimensions. The first dimension was experience sharing, a measure of sharing throughout the organization, experiences associated with improving customer satisfaction. The second dimension, shared vision, measured the entire organization s focus on placing customers interests first. Learning axioms, a measure of the organization s fundamental belief in the value of learning about customers, was the third dimension. The final dimension was cross-functional teamwork, a measure of teamwork within the organization focused on improving customer satisfaction. Hypotheses testing results indicated that customer-oriented organizational learning was significantly related to organizational structure, strategy, innovativeness, and environmental scanning. In particular, organizations characterized by integrated organizational structures, prospector-like strategies, higher levels of organizational innovativeness, and greater amounts of scanning of customer environments generated higher levels of customer-oriented organizational learning. AWARDS AND HONORS 2013 Wichita Business Journal Women in Business honoree W. Frank Barton School of Business Outstanding Service Award ; W. Frank Barton School of Business Barton Fellow , 2010, 2009, 2008, 2007, 2005, 2004, 2002, 2001, 2000, 1999, 1998, 1997, 1995 W. Frank Barton Summer Research Grant Program Recipient to present W. Frank Barton School of Business Neff Family Fellow in Business. 2004; 1999 W. Frank Barton School of Business Researcher/Writer of the Year Wichita State University Board of Trustees Leadership in the Advancement of Effective Teaching Award Outstanding Paper Award: Cindy Claycomb, Cornelia Dröge, and Richard Germain (2002), Applied Product Quality Knowledge and Performance: Moderating Effects of Uncertainty, International Journal of Quality & Reliability Management, 19 (6), , was chosen as the 2002 outstanding paper of the year by the journal s editor and editorial team Outstanding Paper Award: Cindy Claycomb, Richard Germain, and Cornelia Dröge (1999), Total System JIT Outcomes: Inventory, Organization, Financial Effects, International Journal of Physical Distribution and Logistics Management, 29 (10), , was chosen as the 1999 outstanding paper of the year by the journal W. Frank Barton School of Business Instructor of the Year Students in Free Enterprise Walton Fellow Election to membership in the Honor Society of Phi Kappa Phi, Oklahoma State University. 6

7 1994 American Marketing Association Doctoral Consortium Delegate (Santa Clara University) Finalist in doctoral dissertation competition conducted by Institute for the Study of Business Markets, The Pennsylvania State University International Services Quality Association Best Student Paper Award (University of Karlstad: Karlstad, Sweden) University of Nebraska Doctoral Symposium discussant American Business Women s Association, Kanza Chapter Scholarship Winner OSU Foundation Scholarship Recipient OSU Presidential Scholarship Recipient. RELATED EXPERIENCE AND SERVICE ACTIVITIES Wichita State University Strategic Planning Committee Co-chair (September 2012 to June 2013). Wichita Bicycle Master Plan Steering Committee (July 2011 to December 2012). Wichita Area Metropolitan Planning Organization Regional Pathway System Plan Advisory Committee (April 2011 to present). Board of Park Commissioners, City of Wichita (September 2009 to present). Wichita State University Vice-President for Campus Life and University Relations Search Committee (Spring 2009). City of Wichita City Manager Citizens Search Committee (Spring-Fall 2008), appointed by Vice-Mayor Sharon Fearey. Wichita State University Graduate Council (Fall 2004 to Spring 2010), W. Frank Barton School of Business elected representative. City of Wichita Parks, Recreation, and Open Spaces Technical Advisory Group (2007 to 2008). Consultant (non-compensated), Clean Air Wichita campaign and Co-chair, Tobacco Free Wichita (January 2007-June 2008). Wichita State University Rhatigan Student Center Director Search Committee (Fall 2007 to Spring 2008). Wichita State University Vice-President for Academic Affairs and Research Search Advisory Committee (Spring 2006) NCAA Athletics Certification Sub-committee on academic integrity (Spring 2004 to Fall 2005). W. Frank Barton School of Business Barton Scholarship Award Committee (2004 to 2012). W. Frank Barton School of Business Faculty Affairs Committee, elected representative from Department of Marketing and Entrepreneurship ( ; (chair); (chair)). W. Frank Barton School of Business representative to University Tenure and Promotion Committee ( ; ). Wichita State University Graduate School Awards Committee (Fall 2001 to Spring 2004). 7

8 Intercollegiate Athletics Association Board of Directors (Summer 2000 to Summer 2003). Center for Management Development Advisory Board (Fall 2000 to Spring 2005). W. Frank Barton School of Business Faculty Affairs Committee untenured faculty representative (elected by peers for academic year). Students in Free Enterprise: Faculty advisor to Wichita State University student chapter (1994 to 2006). Researcher for Results from the Survey of YMCA Participants and Employees - developed survey, analyzed results, and provided written report to YMCA General Executive with Dr. Cynthia Lengnick-Hall and Dr. Lawrence Inks (1996). Professional Service Editorial Review Board (2012 to present), Journal of Marketing Theory and Practice. Editorial Advisory Board (2003 to present), Managing Service Quality. Editorial Review Board (2004 to present), Industrial Marketing Management. Reviewer (2003 to present), Industrial Marketing Management Ad Hoc Reviewer (2001 to present), Managing Service Quality. Ad Hoc Reviewer (ongoing), Journal of Services Marketing. External Reviewer (2011), Dr. Thomas Noordewier s case for promotion to full professor, University of Vermont, School of Business Administration. External Reviewer (2010), Dr. Nichaya Suntornpithug s case for promotion to associate professor Richard T. Doermer School of Business and Management Sciences, Indiana University Purdue University Fort Wayne Ad Hoc Reviewer (2013) European Journal of Marketing International Journal of Operations and Production Management Ad Hoc Reviewer (2012) International Journal of Operations and Production Management Journal of Academy of Marketing Science Journal of Marketing Theory and Practice Ad Hoc Reviewer (2011) American Marketing Association Winter Educators' Conference International Journal of Operations and Production Management International Journal of Physical Distribution and Logistics Management Journal of Marketing Theory and Practice Ad Hoc Reviewer (2010) Academy of Marketing Science, Conference Decision Sciences Journal International Journal of Operations and Production Management Journal of Business Research Journal of Marketing Theory and Practice Ad Hoc Reviewer (2009), Journal of Marketing Theory and Practice 8

9 Ad Hoc Reviewer (2008) Public Opinion Quarterly Service Industries Journal Ad Hoc Reviewer (2006, 2007), Academy of Marketing Winter Educators Conference. Ad Hoc Reviewer (2004, 2007), Academy of Marketing Summer Educators Conference. Ad Hoc Reviewer (2006, 2007), Decision Sciences Journal. Ad Hoc Reviewer (2007), International Journal of Operations and Production Management Ad Hoc Reviewer (2005) Journal of Business Research Journal of Business & Industrial Marketing National Conference in Sales Management Special Issue Reviewer (2003), International Journal of Internet Marketing and Advertising Ad Hoc Reviewer (2002), International Journal of Quality and Reliability Management Special Issue Reviewer (2000), Industrial Marketing Management Special Issue Reviewer (1995), Entrepreneurship Theory and Practice 9