Current Courses

• MKT300   Principles of Marketing

• MKT366 Services Marketing

• BUS655 Marketing Management

Education

• B.S. The Ohio State University

• M.B.A. University of Kentucky

• D.B.A. University of Kentucky

Research Interests

• Service Marketing

• E-Marketing

• Sales Management

• Retailing

Awards and Honors

Colorado State University

•   2006-2007       Awarded:      Everitt Companies Teaching        Scholar Colorado State University College of Business  

• 2006-2007         Awarded:     Pinnacle Award for Overall Excellence Colorado State University College of Business  

• 2006-2007         Awarded:     Sherwin-Williams Distinguished Teaching Award Society of Marketing Advances  

• 2005-2006         Awarded:    Excellence in Undergraduate Teaching Award Colorado State University System Board of Governors  

• 2005-2006         Awarded:     Outstanding Marketing Teacher Award Academy of Marketing Science  

• 2004-2005         Awarded:     Gladys Eddy Award for Enhancement of the Undergraduate Experience  

• 2003-2004         Awarded:     Excellence in Teaching Award Colorado State University College of Business  

• 2000-2001         Awarded:     Jack E. Cermak Advising Award Colorado State University  

• 1999-2000         Awarded:     Mortar Board Rose         Colorado State University  

• 1998-1999         Awarded:     Honorary Faculty Member of the Year Alpha Kappa Psi  

• 1997-1998         Awarded:     Professor of the Year    Colorado State University Business College Council  

• 1997-1998         Awarded:     Favorite Faculty of the Year   Colorado State University Honors Students  

The University of North Carolina at Wilmington         

• 1991 – 1992      Awarded:     Chancellor’s Excellence in Teaching Award UNCW College of Business

Bio

• Dr. Hoffman’s teaching experience at the undergraduate and graduate levels spans over 20 years while holding tenure track positions at Colorado Sate University, the University of North Carolina at Wilmington, and Mississippi State University.  In addition, he has held international visiting professorships at the Helsinki School of Business and Economics (Helsinki, Finland), the Institute of Industrial Policy Studies (Seoul, South Korea), and Thammasat University (Bangkok, Thailand).  

• Professor Hoffman has been the recipient of the Triple Crown of Colorado State’s College of Business Teaching Awards including Professor of the Year sponsored by the Business College Council (awarded by students); College of Business Excellence in Teaching Award (awarded by faculty); and the Gladys Eddy Award for the Enhancement of the Student Experience (awarded by the long-time adviser to the Business College Council).  In 2006, Professor Hoffman received the prestigious Colorado State University Board of Governors Excellence in Undergraduate Teaching Award and was named the Everitt Teaching Scholar.  In addition, Doug has received the Jack E. Cermak University Advising Award and the Mortar Board Rose.  He has also been named Honorary Faculty Member of the Year by Alpha Kappa Psi and Favorite Faculty of the Year by students enrolled in the University Honors Program.   

•  Dr. Hoffman is an accomplished scholar in the services marketing area, having published in the Journal of Retailing, Journal of Business Research, and the Journal of Services Marketing, among numerous others.  In addition, Doug is the co-author of three textbooks:  

• Essentials of Services Marketing, Third Edition, South-Western

• Managing Services Marketing, Fourth Edition, South-Western                        

• Marketing Principles and Best Practices, Third Edition, South-Western  

•  Doug's current research and consulting activities are primarily in the areas of sales/service interface, customer service/satisfaction, service failure and recovery, and services marketing education.  

Scholarly Productivity (2000-Present)

Journals:  

•  Shirley A. Hopkins, Willie E. Hopkins, and K. Douglas Hoffman (2005), “Domestic Inter-Cultural Service Encounters:  An Integrated Model,” Managing Service Quality, 15 (4), 329-343.

• Gabriel R. Gonzalez, K. Douglas Hoffman, and Thomas N. Ingram (2005), “Improving Relationship Selling through Failure Analysis and Recovery Efforts: A Framework and Call to Action," Journal of Personal Selling and Sales Management, 25 (1), 57-65.  

•  Forbes, Lukas P., Scott W. Kelley, and K. Douglas Hoffman (2005), “E-Loyalty and Satisfaction:  A Typology of E-Commerce Retail Failures and Recovery Strategies,” Journal of Services Marketing, 19 (5), 280-292.  

• Hoffman, K. Douglas and Mark A. Kretovics (2004), “Students as Partial Employees:  A Metaphor for the Student-Institution Interaction,” Innovative Higher Education. 29 (2), 103-120.  

• Beth G. Chung, Nadav Goldschmidt, and K. Douglas Hoffman (2004), “Customer and Employee Views of Critical Service Incidents,” Journal of Services Marketing, 18 (4), 214-254.  

• Gilliland, David I. and K. Douglas Hoffman (2004), “Examining a Key Aspect of Agency-to-Business Relationship:  The Effects of Regulatory Control on the Satisfaction of Regulated Firms,” Journal of Business-to-Business Marketing, 11 (4), 75-102.  

• Hoffman, K. Douglas (2003), “E-Services:  Marketing +MIS,” Communications of the ACM, 46 (4), 53-55.  

•  Hoffman, K. Douglas, Scott W. Kelley, and Beth C. Chung (2003), “A CIT Investigation of Servicescape Failures and Associated Recovery Strategies,” Journal of Services Marketing, 17 (4), 322-340.  

• Hoffman, K. Douglas and L.W. Turley (2002), “Atmospherics and the Service Encounter,” Journal of Marketing Theory and Practice, 10(3), 33-47.  

• Hoffman, K. Douglas, L.W. Turley, and Scott W. Kelley (2002), "Pricing Retail Services," Journal of Business Research, 55, 1015-1023.  

• Hoffman, K. Douglas and Scott W. Kelley (2000), "Perceived Justice Needs and Recovery Evaluation:  A Contingency Approach," European Journal of Marketing, 34 (3/4), 418-432.  

• Gremler, Dwayne D., K. Douglas Hoffman, Susan M. Keaveney, and Lauren K. Wright (2000), "Experiential Learning Exercises in Services Marketing Courses," Journal of Marketing Education, 22 (1), 35-44.  Commonly Ranked in the Top 10 of the 50 Most-Frequently Read Journal of Marketing Education Articles (updated monthly).

Proceedings:  

• Gonzalez, Gabriel R., K. Douglas Hoffman and Thomas N. Ingram (2005), “The Sales Recovery Audit:  A Tool for Enhancing Buyer-Seller Relationships,” in Proceedings of the National Conference in Sales Management, C. David Shepherd, ed.  Miami, FL., 20-22.

•  Hopkins, Shirley A., Hopkins, Willie E. and K. Douglas Hoffman (2004), “Service Encounters among Diverse Participants:  A Cultural Perspective,” Academy of Management Annual Meeting, New Orleans.

• Gonzalez, Gabriel R., K. Douglas Hoffman, and Thomas N. Ingram (2004), “Integrating Failure Analysis and Recovery Efforts into the Relationship Selling Model:  A Call For Action,” in Proceedings of the National Conference in Sales Management, C. David Shepherd, ed. Reno, NV., 102-104.  

• Turley, L. W. and K. Douglas Hoffman (2002), “Atmospheric Research:  Where Do We Go from Here?” in Developments in Marketing Science, Harlan E. Spotts, ed. Sanibel Island, Florida:  Academy of Marketing Science (164-171).  

• Turley, L. W. and K. Douglas Hoffman (2001), “The Role of the Environment in Self-Service Encounters,” in Marketing Theory and Applications, Ram Krishnan and Madhu Viswanathan, eds., Scottsdale, Arizona:  American Marketing Association, 182-188.  

• Hoffman, K. Douglas, Beth C. Chung, and Scott W. Kelley (2001), “Waiter, There’s a Dead Fly in My Soup:  Facility-based Failures and Recovery Strategies,” in Developments in Marketing Science, Melissa Moore and Robert Moore, eds., San Diego, CA:  Academy of Marketing Science, 296.  

• Galbreath, Jeremy and K. Douglas Hoffman (2001), “An Introduction to E-Services:  The ABCs of an E-CRM Ecosystem,” in Developments in Marketing Science, Melissa Moore and Robert Moore, eds., San Diego, CA:  Academy of Marketing Science, 242.  

• Chung, B.G., N. Goldschmidt, and K. Douglas Hoffman (2001), “Customer and Employee Views of Critical Service Incidents,” Paper presented at the 16th annual conference of the Society for Industrial and Organizational Psychology, San Diego, CA.

Textbooks:  

•  Hoffman, K. Douglas and John E. G. Bateson (2006), Services Marketing:  Concepts, Strategies & Cases, 3/e, Cincinnati, OH :  Thomson/South-Western.  

•  Hoffman, K. Douglas et al. (2006), Marketing :  Best Practices, 3/e Advantage Edition, Cincinnati, OH :  Thomson/South-Western.

• Hoffman, K. Douglas et al. (2005), Marketing:  Best Practices, 3/e, Cincinnati, OH:  Thomson/South-Western.  

• Hoffman, K. Douglas et al. (2003), Marketing:  Best Practices, 2/e, Cincinnati, OH:  Thomson/South-Western.  

• Hoffman, K. Douglas and John E. G. Bateson (2002),      Essentials of Services Marketing, 2/e, Fort Worth, TX:  Harcourt College Publishers.  

Invited Academic Presentations:              

•  Hoffman, K. Douglas (2006), “The Master Teacher Initiative,” Academy of Marketing Science, San Antonio, TX (Other panelists:  Leonard L. Berry, Mark S. Houston).              

• Hoffman, K. Douglas (2006), “Teaching Services Marketing-Multiple Approaches from Different Texts, San Antonio, TX (Other panelists:  Steve Grove and Christopher Lovelock).  

• Hoffman, K. Douglas (2006), “Creating a Compelling Education Experience,” Society of Marketing Advances, Nashville, TN (Other panelists:  Danny Butler and Steve Castleberry).                         

• Hoffman, K. Douglas (2004), “On Woodpeckers and Hummingbirds:  Insights from the Trenches,” Society of Marketing Advances, St. Petersburg, FL.  (Other panelists: Julie Baker and Sharon Beatty).              

• Hoffman, K. Douglas (2000), “Putting Together an Education-based Research Program,” Consortium Speaker, Frontiers in Services Marketing Conference, Nashville, TN.