Carol C. Bienstock, Ph.D. 

Vita

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• Logistics & Supply Chain Management

• Services Marketing and Service Quality

•       Undergraduate: Franchising and Licensing: Distribution Decisions for Entrepreneurs; Marketing Principles; Marketing Research; Services Marketing; Marketing Channels and Logistics; Retail Management; Logistics Management; Business Statistics

•      MBA: Distribution Management; Research Methods; Marketing Strategy; Marketing Strategy (Distance Learning)

•       International MBA: Research Methods

•       Executive MBA: Statistical Methods; Marketing Strategy

•       Doctor of Philosophy in Business Administration, Virginia Polytechnic Institute and State University. Marketing Major, Management Science Minor, December 1994

•       Master of Business Administration, Mississippi State University, Concentration in Marketing, 1991.

•       Bachelor of Science, Medical College of Georgia, Major in Medical Technology, 1971.

• Refereed Articles Bienstock, Carol C. and Marla B. Royne, "The Differential Value of Information in Industrial Purchasing Decisions: Applying and Economics of Information Framework," International Journal of Physical Distribution and Logistics Management, Vol. 37, No. 5 (June), 2007, pp. 389-408. Collier, Joel E. and Carol C. Bienstock, "An Analysis of How Nonresponse Error is Assessed in Academic Marketing Research," Marketing Theory, Vol. 7, No. 2 (June) 2007, pp. 163-183. Bienstock, Carol C. and Carol W. DeMoranville, "Investigating the Relationship between Organizational Citizenship Behaviors and Customer Service Quality Perceptions, Services Marketing Quarterly (forthcoming, Vol. 28, No. 1 (November), 2006, pp. 103-118. Joel E. Collier and Carol C. Bienstock, "Measuring Service Qulaity in E-Retailing," Journal of Service Research, Vol. 8, No. 3 (February) 2006, pp. 260-275. Amini, M. Mehdi, Donna Retzlaff-Roberts, and Carol C. Bienstock, "Designing a Reverse Logistics Operation for Short Cycle Time Repair Services, "Internaitonal Journal of Production Economics, Vol. 96, No. 3 (June), 2005, ppl 367-380. Babakus, Emin, Carol C. Bienstock and James Van Scotter, “Linking Perceived Quality and Customer Satisfaction to Store Traffic and Revenue Growth,” Decision Science (forthcoming). Amini, M. Mehdi, Donna Retzlaff-Roberts, and Carol C. Bienstock, "Designing a Reverse Logistics Operation for Short Cycle Time Repair Services," International Journal of Production Economics (forthcoming).   Marla Royne Stafford, Carolyn Tripp, and Carol C. Bienstock, “The Influence of Advertising Logo Characteristics on Audience Perceptions of a Nonprofit Theatrical Organization,” Journal of Current Issues and Research in Advertising (Forthcoming) DeMoranville, Carol W. and Carol C. Bienstock, “Question Order Effects in Measuring Service Quality,” International Journal of Research in Marketing, Vol. 20, No. 3, 2003, pp. 217-231. Bienstock, Carol C., Carol W. DeMoranville, and Rachel K. Smith, "Organizational Citizenship Behavior and Service Quality," Journal of Services Marketing, Vol. 17, No. 4, 2003, pp. 357-78. Bienstock, Carol C., "Understanding Buyer Information Acquisition for the Purchase of Logistics Services," International Journal of Physical Distribution and Logistics Management: Special Issue on Strategic Alliances and Partnerships in Logistics, Vol. 32, No. 8 2002, 636-48. Bienstock, Carol C., Mark L. Gillenson and Trent C. Sanders, "A Typology of E-Commerce Business Models," Quarterly Journal of Electronic Commerce, Vol. 3, No. 2, 2002, 173-82. Bienstock, Carol C. and John T. Mentzer,"An Experimental Investigation of the Outsourcing   Decision for Motor Carrier Transportation," Transportation Journal, Fall 1999, 39 (1), 42-59. Mentzer, John T., Carol C. Bienstock, and Kenneth B. Kahn, “Benchmarking Sales Forecasting Management,” Business Horizons, May-June 1999, 44-56. Bienstock, Carol C., and Allan C. Reddy, "Perspectives on Power-Dependence Relationships in International Distribution," International Journal of Management, Vol. 15 (No. 4), December 1998, 407-413. Mentzer, John T. and Carol C. Bienstock, "The Seven Principles of Sales-Forecasting Systems," Supply Chain Management Review, 11 (No. 3, Fall) 1998, 76-83 Bienstock, Carol C., John T. Mentzer, and Monroe Murphy Bird, "Measuring the Perceived Quality of Physical Distribution Service," Journal of the Academy of Marketing Science, 25 (No. 1, Winter) 1997, 31-44. Bienstock, Carol C., "A Technique for Determining the Appropriate Sample Size for Logistics Simulation Models," International Journal of Physical Distribution and Logistics Management, 26 (No. 2) 1996, 43-50.  John T. Mentzer, Carol C. Bienstock, and Kenneth B. Kahn, "Benchmarking Customer Satisfaction Measurement and Management," Marketing Management, Vol. 4, No. 1 (Summer) 1995, 41-46. (Reprinted in CTAM Quarterly Journal, 3, (No. 4, Fall) 1995, 38-45) Vashi, Vidyut, Carol C. Bienstock, and John T. Mentzer, "The Use of Response Surface Methodology to Optimize Logistics Simulation Models," Journal of Business Logistics, 14 (No. 2) 1995, 197-225 Mentzer, John T., Carol C. Bienstock, and Kenneth B. Kahn, "Customer Satisfaction/Service Quality Research: The Defense Logistics Agency," Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 6, 1993, 43-49 Refereed Published Papers  Bienstock, Carol C., Marla Royne Stafford, and Thomas F. Stafford (2006), "The Role of Technology in Industrial Customers' Perceptions of Logistics Service Quality and Purchase Intentions," forthcoming in Developments in Marketing Science, Vol. XXIX. Joel E. Collier and Carol C. Bienstock (2004), "Summary Brief: E-Service Quality: A New Conceptualization and Measurement," 2004 Proceedings, Society for Marketing Advances, Advances in Marketing: Concepts, Issues, and Trends, p. 323. Joel E. Collier and Carol C. Bienstock (2004) “An Assessment of How Non-Response is Being Handled in the Marketing Discipline,” Developments in Marketing Science, Volume XXVII, pp. 135-39 Carol W. DeMoranville, Carol C. Bienstock, and Kim Judson (2004) "Identifying the Accuracy of Service Quality Measures: The Effects of Question Order," Developments in Marketing Science, Volume XXVII, pp. 77-81. Collier, Joel E. and Carol C. Bienstock, “E-Service Quality: Understanding the Dimensions of Quality for Online Shopping Experiences“ Proceedings of the 2003 Academy of Marketing Science Conference, pp. 158-62. Bienstock, Carol C., Thomas F. Stafford, and Marla Royne Stafford, “Logistics Service Quality and the Concept of Acceptance: Technological Dimensions of Logistics Services and their Evaluation,” Proceedings of the 2002 Decision Sciences Conference, 1472-77. Smith, Rachel K., Carol C. Bienstock, and Doug Smith, "Using the Incomplete Information Framework to Determine Sources of Competitive Advantage for Product Development in Professional Services," Proceedings of the 2002 Society for Marketing Advances. Bienstock, Carol C. and Karen F. Turner, "Managing Service Quality for Accounting Auditing Services: An Application and Extension of the Conceptual Model of Service Quality," 1999 Marketing Advances in Theory, Practice, and Education, Joyce A. Young, ed. (Society for Marketing Advances), 267-270. Bienstock, Carol C. and Carol W. DeMoranville, "Using the Organizational Citizenship Behavior Framework to Diagnose Service Delivery Systems: A Proposal," in Developments in Marketing Science, Volume XXII, 1999 (Academy of Marketing Science: Miami, FL), 337-341. DeMoranville, Carol W., and Carol C. Bienstock, “Order Bias in the Application of the SERVQUAL Instrument,” in Developments in Marketing Science, Volume XXI, 1998, John Ford and Earl Honeycutt, Jr., eds, (Academy of Marketing Science: Miami, FL), 36-41. Bienstock, Carol C., John T. Mentzer, and Kenneth B. Kahn, "How are Service Firms Measuring and Managing Service Quality/Customer Satisfaction?" in Developments in Marketing Science, Volume XIX, Elizabeth J. Wilson and Joseph F. Hair, Jr., eds., 1996 (Academy of Marketing Science: Miami, Fl.), 161. Bienstock, Carol C., "A Cross-Functional Analysis of Performance Measures in Business Research,"in Developments in Marketing Science, Volume XVII, Elizabeth J. Wilson and William C. Black, eds., 1994 (Academy of Marketing Science: Miami, FL), 371-375. Invited Articles Bienstock, Carol C., "Challenges to Delivering Logistics Services," Logistics Forum, Volume 4, Issue 1, Spring 2003, pp. 1-3. Bienstock, Carol C., “U of  M Upgrading Supply Chain Management, Logistics Programs,” Memphis Business Journal, June 29-July 5, 2001, p. 27. Bienstock, Carol C., “Service Activities by Junior Faculty Members,” Academy of Marketing Science News, November 1996, Vol. 17 (No. 4), 3-6. Unpublished Presentations Bienstock, Carol C., Phyllis Holland, and Leisa Marshall, "Once More with Feeling: Re-Energizing the Mission Review Process," AACSB Continuous Improvement Symposium, San Diego, CA, September 29, 1997 Bienstock, Carol C. and Carol W. DeMoranville, "The Effect of Order on Construct Validity for the Constructs of Satisfaction and Service Quality,"1998 Annual Conference of the Academy of Marketing Science, Miami, FL, May 26, 1997 Bienstock Carol C., "Channel and Logistics Strategy," Syktyvkar State University Business Seminar, Valdosta State University College of Business Administration, January 27, 1997 Bienstock, Carol C. and John T. Mentzer, "Sales Forecasting Management," Forecasting Seminar, Michelin, North America, Greenville, SC, January 20, 1997 Bienstock, Carol C. John T. Mentzer , and Kenneth B. Kahn, "Benchmarking Sales Forecasting Practices and Performance," Council of Logistics Management Annual Conference, Orlando, FL, October 20-23, 1996 Bienstock, Carol C. and Cheryl Hatcher, "Your Computer - A Marketing Tool," Regional Business Conference, University Center, Valdosta State University, Valdosta, GA, September 12, 1996  Bienstock, Carol C., "Digging for Gold: Marketing Research That Helps You Mine for Profits," Regional Business Conference, University Center, Valdosta State University, Valdosta, GA, September 12, 1996  Bienstock, Carol C., John T. Mentzer, and Kenneth B. Kahn, "Benchmarking Sales Forecasting Practices," Sales Forecasting and Planning, sponsored by Institute for International Research, Atlanta, GA, March 21, 1996 Mentzer, John T., Carol C. Bienstock, and Kenneth B. Kahn, "Customer Satisfaction Measurement: The Defense Logistics Agency," 1995 Annual Meeting of the Decision Sciences Institute, Boston, MA, November 20, 1995 Mentzer, John T., Carol C. Bienstock, and Kenneth B. Kahn, "Benchmarking Sales Forecasting Performance: In-Depth Analysis," Fifteenth Annual International Symposium on Forecasting, Toronto, Canada, June 7, 1995 Bienstock, Carol C. and Carol W. DeMoranville, "Service Quality, Service Performance, Customer Satisfaction, and Purchase Intentions: A Relationship Model from the Customer's Perspective," 1994 Frontiers in Services Conference, Nashville, TN, October 14, 1994 Bienstock, Carol C., "The Use of Transaction Cost Analysis for Examination of Logistics Outsourcing Issues", Annual Conference of the Academy of Marketing Science, Nashville, TN, June 3, 1994 Mentzer, John T., Carol C. Bienstock, and Kenneth B. Kahn, "Researching Customer Needs: Assessing the Customer Service Impact of TQM," Council of Logistics Management Annual Conference, Washington, DC, October 6, 1993 Mentzer, John T., Carol C. Bienstock, and Kenneth B. Kahn, "Customer Satisfaction/Service Quality Research: The Defense Logistics Agency," Consumer Satisfaction, Dissatisfaction and Complaining Behavior Conference, Knoxville, TN, June 3, 1993 Book Chapters Bienstock, Carol C., "Distribution Considerations in Marketing to High Tech Customers," in The Emerging High Tech Consumer: A Market Profile and Marketing Strategy Implications, Allan B. Reddy, ed., Westport, Connecticut: Quorum Books, 1997 Books Sales Forecasting Management with John T. Mentzer, Thousand Oaks, CA: Sage Publications, Inc., 1998

  RESEARCH IN PROGRESS Journal Articles  “Forward and Reverse Supply Chain Reengineering to Improve Inventory Management and Customer Service Quality,” Donna Retzlaff-Roberts, Mehdi Amini, and Carol C. Bienstock, preparing manuscript for submission to Transportation Journal. "Measuring Organizational Rights and Organizational Citizenship Behaviors: Scale Development and Validation," Carol C. Bienstock; preparing manuscript for submission to Journal of Applied Psychology. "Identifying the Accuracy of Service Quality Measures: The Effects of Question Order," Carol W. DeMoranville, Carol C. Bienstock and Kim Judson; revising for resubmission to Journal of Services Marketing "Technological Dimensions of Logistics Service: An Extension of the Logistics Service Quality Construct,” Carol C. Bienstock, Thomas F. Stafford and Marla Royne Stafford; preparing manuscript for submission to International Journal of Production Economics. "Logistics Service Quality and Satisfaction - The Effect of Technology Acceptance on Industrial Customers' Purchase Evaluations," Carol C. Bienstock, Marla Royne Stafford, and Thomas F. Stafford; under review at International Journal of Business and Economics. "Designing a Scale for Measuring Experience and Credence Attributes," Rachel K. Smith and Carol C. Bienstock; preparing manuscript for submission to Journal of Service Research. "Designing a Reverse Supply Chain for a Direct Retailer's Product Returns Services," Carol C. Bienstock, M. Mehdi Amini, and Donna Retzlaff-Roberts; under review at International Journal of Production Economics "Measuring Involvement with the Service: Scale Development and Managerial Implications," Carol C. Bienstock and Marla Royne Stafford; revising for resubmission to Journal of Marketing Theory and Practice. "Logistics Service Quality: Technological and Recovery Dimensions,” Bienstock, Carol C., Marla Royne Stafford, and Thomas F. Stafford, under review at International Journal of Production Economics. “The Differential Value of Information in Industrial Purchasing Decisions: Applying an Economics of Information Framework," Carol C. Bienstock and Marla Royne Stafford; under review at International Journal of Physical Distribution and Logistics Management. “Measuring Organizational Rights & Organizational Citizenship Behavior for Service Employees: Scale Development and Validation,” Carol C. Bienstock; preparing manuscript for submission to Journal of Applied Psychology. “The Role of Technology Acceptance in Online Auction Participation,” Carol C. Bienstock and Marla Royne Stafford; preparing manuscript for submission to Journal of Interactive Marketing. “E-Service Quality: Construct Validation and Managerial Implications,” Joel E. Collier and Carol C. Bienstock; preparing manuscript for submission to Journal of the Academy of Marketing Science. “The Incidence and Methodological Resolution of Non-Response in Academic Marketing Research," Joel E. Collier and Carol C. Bienstock; revised and resubmitted to  Marketing Theory.  Papers ACADEMIC EXPERIENCE August 2003 - Present. Radford University, College of Business & Economics, Department of Management & Marketing. Assistant Professor of Marketing. July 2003 - Granted Tenure & Promotion to Associate Professor, The University of Memphis, Fogelman College of Business & Economics, Department of Marketing & Supply Chain Management. August 1998 - August 2003. The University of Memphis, Fogelman College of Business and Economics. Assistant Professor of Marketing September 1995 - June 1998. Valdosta State University, Department of Marketing and Economics, College of Business Administration. Assistant Professor of Marketing January 1995 - May 1995. Virginia Polytechnic Institute and State University, Department of Marketing, Pamplin College of Business. Instructor in Retail Management August 1994 - December 1994. Virginia Polytechnic Institute and State University, Department of Marketing, Pamplin College of Business. Instructor in Channels of Distribution and Logistics August 1992 - December 1992. Virginia Polytechnic Institute and State University, Department of Marketing, Pamplin College of Business. Instructor in Marketing Management January 1991 - May 1991. Mississippi State University, Department of Marketing, Business Law and Quantitative Analysis. Instructor in Business Statistics GRANTS Analysis of Cultural/Educational Opportunities for Students in Shelby County, Memphis City and Memphis Area Catholic Schools, $35,000, (Assisi Foundation of Memphis), 1999 - 2000, Principal Investigator Managing Service Quality for Accounting Auditing Services: An Application and Extension of the Conceptual Model of Service Quality, Summer Research Grant, $6,000, Fogelman College of Business and Economics, 1999, Principal Investigator. Using the Organizational Citizenship Behavior Framework to Diagnose Service Delivery Systems, Summer Research Grant, $6,500, Fogelman College of Business and Economics, 1999, Principal Investigator. Classification and Analysis of E-Commerce Business Models, Summer Research Grant, $6,500, Fogelman College of Business and Economics, 2000, Principal Investigator. Forecasting Benchmarking Grant, $80,000 (AT&T, Pillsbury, Andersen Consulting, and Anheuser-Busch), 1994, Co-Investigator Customer Service Benchmarking Grant, $5,000 (AT&T), 1993, Co-Investigator Customer Assessment Grant, $159,000 (Defense Logistics Agency, Department of Defense), 1992, Co-Investigator PROFESSIONAL ACTIVITIES Reviewer, Journal of Service Research, 2005 - present Director, Council of Supply Chain Management Professionals, Undergraduate Paper Competition, 2003 - present Reviewer for International Journal of Production Economics: Special Issue on Quality in Supply Chain Management and Logistics, 2003 Reviewer for MERLOT (Multimedia Educational Resources for Learning and Online Teaching), 2003 - Present Textbook Reviewer, McGraw-Hill, 2003 Textbook Reviewer, John Wiley, 2003. Reviewer, International Journal of Internet and Enterprise Management, 2002-2003. Reviewer, Journal of Advertising: Special Issue on Advertising and the New Media, 2002 Reviewer, Journal of Operations Management, 2002. Reviewer, Quarterly Journal of Electronic Commerce, 2002. Reviewer, Journal of Business Logistics, 1999-02 Reviewer for Logistics Educators’ Conference – Council of Logistics Management, 2002. Textbook Reviewer, Sage Publications, Inc., 2001. Reviewer, Marketing Research/Demographics/Consumer Behavior Track, 2001 Association of Marketing Theory and Practice Reviewer, Channels and Logistics Track, 2001 Academy of Marketing Science Conference Track Co-Chair, Managing Customers Track, 2000 Academy of Marketing Science Conference Reviewer, 1999 Society for Marketing Advances Dissertation Proposal Competition Discussant, Organizational Learning and Crossing Functional Boundaries Track, 1999 Academy of Marketing Science Conference Reviewer, Organizational Learning and Crossing Functional Boundaries Track, 1999 Academy of Marketing Science Conference. Reviewer, Special Issue on Diversity in the Sales Force in Journal of Personal Selling and Sales Management, 1998 Reviewer, Services Marketing Track, 1998 American Marketing Association Summer Educators' Conference Reviewer, Service/Nonprofit/Public Sector Marketing/Business and Society Track, 1997 Annual Meeting of the Association of Marketing Theory and Practice Meeting Textbook Reviewer, McGraw-Hill, 1996 Textbook Reviewer, McGraw-Hill, 1995 Reviewer, Services Marketing Track,1996 Academy of Marketing Science Conference Reviewer, Service/Nonprofit/Public Sector Marketing/Business and Society Track, 1996 Annual Meeting of the Association of Marketing Theory and Practice Reviewer, Marketing Track,1996 Midwest Marketing Association Meeting Track Chair, Marketing and Logistics Track, 1996 Southeast Decision Sciences Institute Annual Meeting Reviewer, Marketing Track, 1995 Decision Sciences Institute National Meeting Reviewer, Consumer Behavior Track, 1994 American Marketing Association Winter Educators' Conference Reviewer, Services Track, 1994 Academy of Marketing Science Conference Discussant, Services Track, 1994 Academy of Marketing Annual Conference Textbook Reviewer, Dryden Press, 1993 AWARDS AND HONORS Builders’ Award, College of Business Administration, Valdosta State University, 1998 Faculty Research Award, Valdosta State University College of Business Administration, 1997 Faculty Research Award, Valdosta State University College of Business Administration, 1996 Faculty Research Award, Valdosta State University College of Business Administration, 1995 Academy of Marketing Science Mary Kay Dissertation Award, Orlando, FL, 1995 American Marketing Association Doctoral Consortium Fellow, Santa Clara University, Santa Clara, CA, 1994 Council of Logistics Management Doctoral Consortium Fellow, Cincinnati, OH, 1994 Council of Logistics Management Doctoral Consortium Fellow, Washington, DC, 1993 ACADEMIC PROFESSIONAL ASSOCIATIONS American Marketing Association Academy of Marketing Science Council of Supply Chain Management Professionals OUTREACH ACTIVITIES Director, Radford University-Kassel University, International Summer University (ISU) Study Abroad Program, 2004-2005 University of Pennsylvania, Faculty and Curriculum Development Seminar on Japan, Participant, 1/2001-1/2002 Vice President and Program Chair, Memphis Council of Logistics Management Roundtable, 2001-2002 Education Chair and Program Co-Chair, Memphis Council of Logistics Management Roundtable, 2000 - 2001 A Review of FedEx Worldwide e Solutions SCM Client Engagement Process, FedEx Center for Cycle Time Research, The University of Memphis, November 2000 – March 2001. A Review of Memphis Housing Authority Central Warehouse Operations, FedEx Center for Cycle Time Research, The University of Memphis, June 2000 – May 2001 USFIA-University of Antwerp/University of Memphis Faculty Seminar, Business in the European Union in Antwerp, Belgium, Participant, May 2000 Analysis of Ticket Sales Process for Men’s Football & Basketball, FedEx Center for Cycle Time Research, The University of Memphis, August 1999 – February 2000 Project Autobahn, FedEx Center for Cycle Time Research, The University of Memphis, January 1999 – May 1999.  ACADEMIC SERVICE ACTIVITIES Radford University Steering Committee of the Commission of the Future of the University, Driving Forces Task Force, Member 2006 - Radford University, Department of Management & Marketing Faculty Search & Screening Committee, Member 2005-2006. The University of Memphis, Fogelman College of Business and Economics, Department of Marketing and Supply Chain Management Graduate Curriculum Committee, Member 2002. The University of Memphis, Fogelman College of Business and Economics, Mission/Strategic Planning Committee, Member, 2001. The University of Memphis, Fogelman College of Business and Economics, Roles and Rewards Review Committee, Member 2001. The University of Memphis, Fogelman College of Business and Economics, Committee to Revise/Develop Supply Chain Management Academic Programs, Member, 2000-2001 The University of Memphis, Fogelman College of Business and Economics, Marketing Faculty Search Committee, Member, 1998-99. Valdosta State University, Library Committee, Member, 1997-98. Valdosta State University, Faculty Research and Development Committee, Member, 1997-98 Valdosta State University, College of Business Administration, Strategic Planning Quality Improvement Committee, Chair, 1997-98 Valdosta State University, College of Business Administration, Continuing Improvement Oversight Committee, Member, 1997-98 Valdosta State University, College of Business Administration, Skytyvkar State University-Valdosta State University Joint Business Seminar Committee, 1996 Valdosta State University, College of Business Administration, Department of Marketing and Economics, Cooperative Education Faculty Coordinator in Marketing, 1996-98 Valdosta State University, Cooperative Education Business Advisory Council Member, 1996-98 Valdosta State University, College of Business Administration, Department of Marketing and Economics Department Head Search Committee Member, 1996-97 Valdosta State University, College of Business Administration Strategic Planning Quality Improvement Committee, Member, 1995-97