Primary Faculty and Staff

Dan Flint is the Proffitt's Inc Professor of Marketing and Director of the Customer Value/Marketing Strategy Forum in The Department of Marketing and Logistics at The University of Tennessee College of Business Administration. His research has appeared in the Journal of Marketing, Journal of Business Logistics, Industrial Marketing Management, International Journal of Physical Distribution and Logistics Management and others. He has industry experience as an industrial sales engineer for Alcoa and management experience as a former Naval Flight Officer and maintenance division officer. He teaches executives, MBA's and undergraduates, and frequently works with marketing and sales managers on issues related to customer value oriented marketing information systems in industrial and logistics settings. His general research interests include customer value, customer satisfaction, and marketing/logistics interfaces. His primary research and consultative thrusts are toward processes for anticipating what business customers will value in the future.

Dr. Robert B. Woodruff, Professor, Demand and Supply Integration Forums Board Chairman; Marketing and Logistics Department Head

Robert B. Woodruff is the Proffitt’s, Inc. Professor of Marketing and Head of the Department of Marketing and Logistics at The University of Tennessee. During his long tenure at UT, he has received outstanding teaching and research awards. His research spans interests in customer value and satisfaction theory, market opportunity analyses, and customer-value-based marketing strategy. Dr. Woodruff has written extensively on these topics in numerous books, book chapters, journal articles, and conference papers. He also devotes significant service to professional associations, most notably having held three different offices in the Academy of Marketing Science. He serves on the editorial boards the Journal of the Academy of Marketing Science and the Journal of Strategic Marketing, as well as reviewing for several other journals. Twice, Dr. Woodruff has received the outstanding reviewer award from the Journal of the Academy of Marketing Science. Through consulting, learning, and research partnerships, Dr. Woodruff has worked extensively with managers in more than two dozen companies in consumer, industrial, product, and service industries. This work concentrates on market opportunity analyses, customer value and satisfaction information processes, and marketing strategy planning.

Dr. John T. (Tom) Mentzer, Professor, Bruce Chair of Excellence in Business and Executive Director, Demand and Supply Integration Forums

John T. (Tom) Mentzer is Executive Director of the Demand and Supply Integration Forums, comprised of the Supply Chain Strategy & Management Forum, the Sales Forecasting Management Forum, and the Customer Value / Marketing Strategy Forum. He also holds the Harry J. and Vivienne R. Bruce Chair of Excellence in Business Policy in the Department of Marketing and Logistics at The University of Tennessee.

Dr. Mentzer has written more than 130 papers and articles, which have appeared in International Journal of Physical Distribution and Materials Management, Journal of Business Logistics, Logistics and Transportation Review, Transportation Journal, Journal of Business Research, Advances in Business Research, Journal of Marketing, Journal of the Academy of Marketing Science, Journal of MacroMarketing, Industrial Marketing Management, Journal of Marketing Education, Columbia Journal of World Business, Research in Marketing, Social Indicators Research, Journal of Forecasting, Journal of Business Forecasting, and numerous conference proceedings.

Tom has co-authored five books: SUPPLY CHAIN MANAGEMENT, SALES FORECASTING MANAGEMENT, SIMULATED PRODUCT SALES FORECASTING, MARKETING TODAY, and READINGS IN MARKETING TODAY and edited the monograph MARKETING EDUCATION SOFTWARE.

In 1999 Dr. Mentzer was recognized as the most prolific author in the Journal of Business Logistics and in 1996 as one of the five most prolific authors in the Journal of the Academy of Marketing Science. His research focuses on the contribution of logistics and marketing to customer satisfaction and strategic advantage; the application of computer decision models to logistics, marketing, and forecasting; and management of the sales forecasting function.

Professor Mentzer serves on the editorial review boards of International Journal of Physical Distribution and Materials Management; Logistics Information Management; Journal of Business Logistics; Supply Chain Management Review; Journal of the Academy of Marketing Science; and he is an occasional reviewer for Logistics and Transportation Review; Journal of Marketing; Journal of Forecasting; International Journal of Forecasting; Operations Research; and Journal of Business Research.

He previously served as editor of the Systems Section of the Journal of Business Logistics. He presently serves on the Executive Committee and is a Past President of the Council of Logistics Management, is President of the Board of Directors of the Sheth Foundation, and serves on the Board of Directors of the American Marketing Association Foundation. He was formerly President of the Academy of Marketing Science and is a Distinguished Fellow of the Academy of Marketing Science - a distinction granted to fewer than 20 scholars worldwide.

Dr. Mentzer has conducted numerous programs, workshops and classes for business, industry and government leaders. He has served as a consultant for more than seventy corporations and government agencies, is on the boards of directors of several corporations, and previously worked for General Motors Corporation.

Ms. Cheryl Handler, Managing Director

Cheryl Handler is the Managing Director of the Customer Value/Marketing Strategy Forum and the Supply Chain Strategy & Management Forum at the University of Tennessee. Cheryl has a Bachelor of Science in Business Administration with a major in Marketing from the University of Tennessee. Her professional experience includes customer value research and analysis with a primary focus on customer value interviewing techniques. She has more than 10 years management experience in executive education programs. Her work with the Forums includes sponsor advocacy and Forum management. Please feel free to contact Cheryl with questions or comments at: chandler@utk.edu.

Faculty Associates:

Dr. Pratibha A. Dabholkar, Associate Professor of Marketing

Dr. Pratibha A. Dabholkar (Ph. D. Georgia State University, 1991) is Associate Professor of Marketing and past Director of the Marketing Ph.D. program at the University of Tennessee. Her research interests include technology in service delivery, attitude, choice, and means-end models, service quality and customer satisfaction, and business-to-business relationships. Her teaching interests center on services marketing, consumer behavior, and marketing research. She has pioneered the area of technology in services marketing since 1990 and has conducted international seminars on this topic at Deakin University (Australia), Maastricht University (Netherlands), Karlstad University (Sweden) and Lund University (Sweden). Dr. Dabholkar’s research is published in the Journal of Consumer Research, Journal of the Academy of Marketing Science, Journal of Retailing, International Journal of Research in Marketing, International Journal of Service Industry Management, Psychology and Marketing, several other journals, handbooks, and numerous conference proceedings.

Dr. Dabholkar is a member of the Editorial Review Boards for the Journal of the Academy of Marketing Science, the Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, and the Journal of Business and Industrial Marketing, and past Editorial Review Board member for the Journal of Marketing. She has received awards for several of her papers as well as her dissertation, and the 1997-1999 Alma and Hal Reagan College Scholar Award at the University of Tennessee "in recognition of an outstanding contribution to the scholarly climate of the College." For more information about Dr. Dabholkar’s work and projects, go to http://www.love-and-learning.info.

Dr. Sarah Gardial, Professor, Interim Associate Dean of Academic Programs

Sarah Gardial is Interim Associate Dean of Academic PRograms and Professor in the Department of Marketing and Logistics at the University of Tennessee. She earned her undergraduate and an MBA degrees in Marketing from the University of Arkansas, and her Ph.D. in Marketing from the University of Houston. Her primary expertise and research interests are in the areas of customer value and satisfaction, the decision processes of customers and consumers, consumer information processing, and buyer-seller relationships. With Bob Woodruff, she is the co-author of Know Your Customer: New Perspectives on Customer Value and Satisfaction. This book is based upon several years of research conducted in partnership with a variety of business organizations. She has also written numerous articles for journal publications and conferences, including the Journal of Consumer Research, the Journal of Advertising, and Industrial Marketing Management.

Sarah has received several teaching awards over the years and has taught in undergraduate, graduate, and Ph.D. programs. She is a frequent instructor in management development program at the UT College of Business Administration, and has conducted training and workshops for several industry organizations, including Procter & Gamble, Eastman Chemicals, and TRW.

Dr. Ken Kahn, Associate Professor

Kenneth B. Kahn, Ph.D. (BIE, Georgia Institute of Technology; MSIE, Virginia Polytechnic Institute and State University; Ph.D. in Marketing, Virginia Polytechnic Institute and State University) is an Assistant Professor of Marketing in the Department of Marketing and Logistics at the University of Tennessee, Knoxville. His teaching and research interests concern product development, product management, sales forecasting, and interdepartmental integration. He has published in a variety of journals, including the Journal of Product Innovation Management , R&D Management, Journal of Business Research, Journal of Forecasting, Journal of Business Forecasting, Marketing Management, and IEEE Transactions on Engineering Management. He is author of the book Product Planning Essentials, which is published by Sage Publications, Inc.

Dr. Kahn is co-Director of UT's Sales Forecasting Management Forum, which emphasizes education and research in the areas of sales forecasting and market analysis. Prior to this, Dr. Kahn was the Director of Georgia Tech's Marketing Analysis Laboratory and a co-founder of Georgia Tech's Collaborative Product Development Laboratory.

Dr. Kahn's industrial experience includes serving as an industrial engineer and project engineer for the Weyerhaeuser Company and a manufacturing engineer for Respironics, Inc. He has consulted with and facilitated benchmarking and training sessions for numerous companies, including 3M, Amgen, Borden, Cargill, Ciba Specialty Chemicals, Coca-Cola, Corning, Hanes/L'eggs, Hewlett-Packard, Johnson & Johnson, Mary Kay Cosmetics, Miller Brewing Company, Moen, Motorola, Nabisco, Pharmavite, Schering-Plough, Smithkline-Beecham Consumer Products, Symbol Technologies, Unilever, and Xerox.

Dr. Matt Myers, Associate Professor

Matthew B. Myers is an Associate Professor in the Department of Marketing and Logistics at the University of Tennessee, where he teaches international marketing and business strategy at the undergraduate, MBA, Executive, and doctoral levels. He also serves as Director
of Global Business Initiatives for the College of Business Administration.

Dr. Myers earned his Ph.D. in business from the Broad Graduate School of Management, Michigan State University. His primary areas of research are in global distribution networks, foreign market entry strategies, and comparative marketing systems. His research has been published in a number of academic outlets including the Journal of Retailing, the Journal of International Business Studies, the Journal of International Marketing, the Journal of Business Logistics, the Journal of World Business, the Journal of Business Research, the International Journal of Physical Distribution and Logistics Management, Business Horizons and Internationales Preismanagement. He is also a member of the editorial review boards of the Journal of World Business, The Journal of International Management, and the Journal of International Business Studies.

Prior to joining the University of Tennessee, Dr. Myers was the John and Mary Nichols Faculty Fellow at the Price College of Business, University of Oklahoma. Dr. Myers also has worked as a financial advisor with Merrill, Lynch, Pierce, Fenner, and Smith, and was a financial analyst with IBM-Argentina. He has studied, taught, and worked in Central America, South America, Europe, Central and East Asia. He has acted as a consultant to organizations in the chemical, insurance, pharmaceutical, and motor parts industries.

Dr. Richard Reizenstein, Associate Professor

Richard C. Reizenstein is Associate Professor of Marketing in the Department of Marketing and Logistics at the University of Tennessee, Knoxville, and is Director of the Executive-in-Residence Program in the College of Business Administration. He received his A. B. degree from Princeton University in Germanic Languages and Literatures with a minor in French and his MBA in Marketing with a minor in Finance from Cornell University. After a successful business career at Gorham Crystal, where his last position was National Sales Manager, Dr. Reizenstein returned to Cornell for his Ph. D. in Marketing, with minors in Finance and Social Psychology. During his tenure at the University of Tennessee, Knoxville, he has been a faculty member, was Interim Department Head of the Department of Marketing and Logistics for 3 ¼ years and, for ten years, was Associate Dean of the College of Business Administration.

Dr. Reizenstein's primary expertise is in the area of Marketing Management and Strategy. His current research interests are focused on investigating the nature of the interaction between within the Marketing function (e.g. Brand vs. Sales Management), or between Marketing and other related functional areas within companies (such as Logistics). Where damaging conflicts are found in that interaction, he and his research team determine reasons for that conflict, then formulate strategies for effectively managing this conflict, thus enhancing the firm's internal efficiency as well as its ability to deliver value to customers. He has given over 40 presentations at meetings of professional associations such as the American Marketing Association and the Association for Consumer Research, and has published articles in such diverse journals as Harvard Business Review , the Journal of Occupational and Organizational Psychology, and the Journal of Marketing Education. He has done research, or has consulted, for numerous large and small companies, including Aladdin Industries, Burger King, Colgate-Palmolive, First American Bank, First Tennessee Bank, Frito-Lay, Holiday Inns, IBM, Promus Hospitality, Quaker Oats, Ringling Bros. Combined Shows, Rudolph Foods (a primary supplier of snack food products and raw material for Frito-Lay), Sara Lee, and Time, Inc.