CATHY GOODWIN, Ph.D.
24 Roy St., #376
Seattle, WA 98109
cathy@movinglady.com
http://www.movinglady.com
EDUCATION
PhD, University of California, Berkeley, May, 1986.
MBA, Wharton School, University of Pennsylvania, 1975.
MA, University of Washington, philosophy.
AB, Barnard College, Columbia University.
ONLINE EXPERIENCE - FALL 2001 - Present
Copywriting and consulting:
http://www.copy-cat-copywriting.com
http://www.midlifecareerstrategy.com
From time to time I also participate in online teaching (remote).
ACADEMIC EXPERIENCE
University of Florida, Gainesville, Visiting Professor of Marketing, August 2000 May 2001.
Nova Southeastern University, July 1998 June 2000.
Professor of Marketing
MBA and DBA classes onsite, online, off-site and corporate locations.
Designed and taught an online e-commerce course, featuring realtime
links and projects.
Designed and taught DBA courses in marketing, marketing theory,
and satisfaction.
Courses were held all over US and Panama City, Panama.
University of Maryland, University College, College
Park, MD September 1998-present.
Adjunct Professor of Marketing for an online marketing research
course.
Designed course, prepared all course "lecturettes" and
background materials.
University of Manitoba, Winnipeg, Canada, August 1991 - January 1998.
Associate Professor.
Undergraduate and MBA courses in daytime and executive formats.
Taught Consumer Behavior at Lviv Institute of Management, Ukraine
(Summer 1993).
Designed services marketing classes for undergraduate, MBA and
executive sessions.
(Fall 1994 and Fall 1996).
On leave: Penn State Great Valley 1996-1997. Taught marketing
and marketing research in MBA evening program.
Tenured effective July 1, 1994.
Associates Award for Research, Faculty of Management, 1992.
Campus-Wide Research Award (one of 6 from university), 1994.
University of Alaska, Fairbanks, July 1989 to May 1991.
Assistant Professor of Marketing.
Georgia State University, Atlanta, June 1987 to June
1989
Assistant Professor. Taught introductory marketing (graduate),
sales management (graduate and undergraduate) and consumer behavior.
Contributed to doctoral qualifying exams and served on a doctoral
committee.
University of Connecticut, Storrs, Spring 1987.
Visiting Assistant Professor (sales management)
California State University System, 1982-1986. Marketing instructor.
Refereed Journal Articles
Swan, John E., Cathy Goodwin, Michael A. Mayo and Lynne D. Richardson (2001), Customer Identities: Customers as Commercial Friends, Coworkers or Business Acquaintances, Journal of Personal Selling and Sales Management, forthcoming.
Goodwin, Cathy and James W. Gentry (2000) Life transition as
a basis
for segmentation, Journal of Segmentation in Marketing
4 (1) 71-84..
Goodwin, Cathy and Ronald P. Hill (1998), Commitment to physical fitness: Commercial influences on Long-term healthy consumer behaviors, Social Marketing Quarterly 4 (Spring) 68-83.
Goodwin, Cathy and James W. Gentry (1997), "The Role of Services During Consumer Transitions," Research in Consumer Behavior, Vol. 8, JAI Press, 270-291.
Goodwin, Cathy, Michael A. Mayo and Ronald P. Hill (1997), "Salesperson Response to Loss of a Major Account," Journal of Business Research, 40 (2).
Goodwin, Cathy (1997), "Communality as a Dimension of Service Relationships," Journal of Consumer Psychology 5 (4), 387-415.
Goodwin, Cathy, Steve Grove and Ray Fisk (1996), "Collaring the Cheshire Cat: Evaluating the Service Experience through Metaphor," Service Industries Journal. 16 (October).
Goodwin, Cathy (1996), "Moving the Drama into the Factory: The Contribution of Metaphor to Service Research," European Journal of Marketing 30 (9) pp. 13-36.
Gentry, James W. and Cathy Goodwin (1996), "Social Support
for Decision-Making During Grief Due to Death," American
Behavioral Scientist, 38 (February) 553-563.
Reprinted in Marketing and Consumer Research in the Public
Interest, edited by Ronald Paul Hill, Newbury Park, CA: Sage,
1996.
Fisk, Ray, Steve Grove and Cathy Goodwin (1994), "Skating on Thin Ice: Using Metaphor to Teach Services Marketing," Journal of Marketing Education, 16 (Fall) 101-110.
Goodwin, Cathy (1992), "A Conceptualization of Motives to Seek Privacy for Non-Deviant Consumption," Journal of Consumer Psychology 1 (3) 261-284.
--- and Larry Lockshin (1992), "The Solo Consumer: A Unique Marketing Opportunity," Journal of Services Marketing 6 (Summer) 27-36.
--- and Ivan Ross (1992), "Consumer Responses to Service Failures: Influence of Procedural and Interactional Fairness Perceptions," Journal of Business Research, 25 (September) 149-164.
---, Kelly L. Smith and Bronis Verhage (1991), "An Equity Theory of Waiting Time," Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 4, 129-138.
--- (1991), "Privacy: Recognition of a Consumer Right," Journal of Public Policy and Marketing 10 (1) 149-166.
--- and Ivan Ross (1990), "Consumer Evaluations of Responses to Complaints: What's Fair and Why?" Journal of Consumer Marketing 7 (Spring) 39-47.
--- and Kelly L. Smith (1990), "Friendliness and Courtesy: Conflicting Goals for the Service Provider" Journal of Services Marketing 4 (Winter) 5-20.
--- and Ivan Ross (1989), "Salient Dimensions of Perceived Fairness in Resolution of Service Complaints," Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 2, 87-92.
--- and Bronislaw J. Verhage (1989), "Role Perceptions of Services: A Cross-Cultural Comparison with Behavioral Implications," Journal of Economic Psychology 10 (December) 535-548.
Goodwin, Cathy (1988), "I Can Do It Myself: Training the
Service Consumer to Enhance Productivity," Journal of
Services Marketing 2 (Fall) 71-78.
Reprinted in Graham Clark, ed., Managing Service Quality,
Bedford, England: IFS Publications, January 1990.
Book Chapters
Goodwin, Cathy (1998), "Privacy as a dimension of service experience," in John F. Sherry, ed., Servicescapes: The Concept of Place in Contemporary Marketing, Chicago: NTC Press and AMA, in press. [invited chapter]
Goodwin, Cathy and Dwayne Gremler (1996), "Friendship over the counter," in Stephen B. Brown, David Bowen and Teresa Swartz, eds., Advances in Services Marketing and Management, Vol. V., Greenwich, CT: JAI Press, pages 247-282. [refereed by editors]
Adelman, Mara B., Aaron Ahuvia and Cathy Goodwin (1994), "Beyond Smiling: Social Support and Service Quality," in Roland Rust and Richard Oliver, eds., Service Quality: New Directions in Theory and Practice, Newbury Park: Sage. [invited chapter; authors listed alphabetically]
Goodwin, Cathy and Russell Radford (1993), "Models of Service Delivery: An Integrative Perspective," in Stephen B. Brown, David Bowen and Teresa Swartz, eds., Advances in Services Marketing and Management, Vol. II., Greenwich, CT: JAI Press. [refereed by editors]
Invited Book Review: Goodwin, Cathy (1997): Marketing Strategies for Services: Globalization, Client-Orientation, De-Regulation, by M. M. Kostecki,. International Journal of Research in Marketing 14, 291-300.
Cases published in Canadian version of Kotler marketing text: Royal Winnipeg Ballet (reprinted in Lovelock's Services Marketing textbook) and Profile Banking.
Refereed Proceedings Papers
Goodwin, Cathy (2000), The Role of Unions in Service Delivery: An Exploratory Study, Langeard Conference on Services Research, LaLonde, France, June.
Goodwin, Cathy, Michael Mayo and John Swan (1998), "If She's Female, I'll Bring My Wife; If it's a guy, we're by ourselves: Salesperson-Customer Relationships and Gender," Winter American Marketing Association, Austin, TX.
Goodwin, Cathy (1993), "A Conceptual Theory of Relocation," Association for Consumer Research: European Advances in Consumer Research, ed. Gary J. Bamossy and W. Fred van Raaij, Vol. 1, 366-370 .
--- and Mike Mayo (1993), "Recovery from Sales Failure: A Coping Perspective," in Carole Duhaime, ed., Proceedings of the Administrative Sciences Association of Canada, Volume 13, No. 6, 88 - 97.
--- (1991), "Good Guys Don't Wear Polyester: Consumption Ideology in a Detective Series," in Brian Sternthal and John Sherry, eds., Advances in Consumer Research, Vol. XIX, Provo, UT: Association for Consumer Research.
--- and Murphy A. Sewall (1991), "Consumer Socialization Associated with Relocation," in Brian Sternthal and John Sherry, eds., Advances in Consumer Research, Vol. XIX, Provo, UT: Association for Consumer Research.
--- , Kelly Smith and Susan Spiggle (1989), "Gift-Giving: Consumer Motivations and the Gift Purchase Process," in Srull, Thomas, ed., Advances in Consumer Research Vol XVII, Provo, UT: Association for Consumer Research, pp. 690-698.
---, Everett Wallace and James Kellaris (1989), "Perceived Fairness, Complaint Response and Consumer Satisfaction: A Model and Propositions," Proceedings, AMA Winter Educators' Conference.
--- and Susan Spiggle (1988), "Consumer Complaining: Attributions and Identities," Advances in Consumer Research Vol. XVI, Provo, UT: Association for Consumer Research.
--- and Charles D. Frame (1988), "Social Distance within the Service Encounter: Does the Consumer Want to be Your Friend?" Advances in Consumer Research Vol. XVI, Provo, UT: Association for Consumer Research.
--- and Rose Johnson (1988), "Consumer Preference for Formality and Familiarity in the Service Encounter: Two Pilot Studies," Proceedings, AMA Summer Educators' Conference.
--- and James J. Kellaris (1988), "Hey Prof, Mind if I Call You Bob? A Study of Form-of-Address Preferences Among Marketing Students and Professors," in Kenneth D. Bahn, ed., Developments in Marketing Science, Vol. XI, Academy of Marketing Science.
Spiggle, Susan, and Cathy Goodwin (1987), "A Content Analysis of ACR Presidential Addresses," in Michael J. Houston, ed., Advances in Consumer Research, Vol. XIV, Provo, UT: Association for Consumer Research.
Goodwin, Cathy (1987), "A Social Influence Theory of Consumer Cooperation," in Wallendorf, Melanie, and Paul Anderson, eds., Advances in Consumer Research, Vol. XIV, Provo, UT: Association for Consumer Research.
---, (1986) "Using Consumer Roles to Classify Services," in Venkatesan, M., Diane M. Schmalansee and Claudia Marshall, eds., Creativity in Services Marketing: What's New, What Works, What's Developing, Chicago: American Marketing Association.
Refereed Presentations
Goodwin, Cathy and Cecilia Wittmayer (2001), Changing Family Relationships of American Detective Heroes, Popular Culture Conference, Philadelphia (forthcoming).
Goodwin, Cathy (2001), Volunteerism as Identity Management, AMA Winter Educators Conference, Phoenix.
Goodwin, Cathy and James W.Gentry (2001), Life course as a concept for consumer behavior, AMA Winter Educators Conference, Phoenix.
Goodwin, Cathy, Steve Grove and Michael Dorsch (2000), The Dark Side of Service Delivery: Neutralization of Provider Deviant Behavior, AMA Winter Educators Conference, San Antonio.
Grove, Stephen, Ray Fisk and Cathy Goodwin (1999) Metaphors of Customer B, Frontiers in Service Conference, Nashville.
Goodwin, Cathy, Karen Finlay and Vinay Kanetkar (1999), Store Formats as Environmental Influences on Consumer Spending, American Psychological Association (Division 23), Boston.
Goodwin, Cathy (1999), Relocation as a Life Transition. American Psychological Association (Division 23), Boston.
Finlay, Karen, Vinay Kanetkar and Cathy Goodwin (1999), Distinguishing Patterns of Compulsive Buying Behavior and their Link to Retail Store Format, American Marketing Association, Public Policy Conference, South Bend Indiana, May 20-21(presented by Karen Finlay).
Goodwin, Cathy (1999), "Communities of Customers," American Marketing Association, February, St. Petersburg.
Goodwin, Cathy and Ronald Paul Hill (1998), "Commitment
to Physical Fitness"
Association for Consumer Research, Montreal. (Presented by Ron
Hill.)
Gentry, James W. and Cathy Goodwin (1998), "Consumer (In)Decision Processes Following the Death of a Loved One," Association for Consumer Research, Montreal. (Presented by Jim Gentry.)
Goodwin, Cathy and Stacey Menzel Baker (1996), "Use of Services Among Visually Impaired Consumers," Frontiers in Services Conference, Nashville (October).
Goodwin, Cathy (1996), "Stress and Consumer Psychology," Society for Consumer Psychology, American Psychological Association, Toronto (August).
Goodwin, Cathy and James W. Gentry (1996), "The Role of Services in Life Transitions," IAE Conference on Services Marketing and Management, France.
Goodwin, Cathy (1996), "Privacy in the Service Experience," American Marketing Association (AMA) Winter Educators Conference, February.
Goodwin, Cathy (1995), "Services as Credentialing Devices or Self-Improvement," AMA Frontiers in Service Conference, October.
Goodwin, Cathy (1995), "Motivation of Women for Exercise: The Case of Health Clubs," AMA Summer Educators Conference (August).
Goodwin, Cathy and Dwayne Gremler (1995), "Influence of Social Aspects of Service Encounters on Service Loyalty," AMA Summer Educators Conference ( August).
Goodwin, Cathy, Stephen Grove and Raymond Fisk (1995), "Studying Customers' Experience Through Metaphor: An Exploratory Investigation," AMA Winter Educators Conference February 1995.
Goodwin, Cathy, Stephen Grove and Raymond Fisk (1994), "Using Metaphors to Evaluate Service Encounters," Frontiers in Service Conference, Nashville, TN.
Goodwin, Cathy (1994), "Between Public and Private: Communal Roles in the Service Encounter," IAE Conference on Services Marketing and Management, France.
Goodwin, Cathy, Michael A. Mayo and Gerrard Macintosh (1994), "Service Relationships: A Preliminary Study," AMA Consortium on Relationship Marketing, Emory University.
Goodwin, Cathy and Larry Lockshin (1994), "Relocation Experiences: A Diary Study," AMA Winter Educators Conference.
--- (1994), "Consumer Experiences in Services: A Meta-Ethnography," AMA Winter Educators Conference.
--- (1994), "Metaphors of Services," Special Session presentation, AMA Winter Educators Conference.
--- (1993), "The Consumer Service Experience: A Qualitative Synthesis," AMA Frontiers in Services Conference, Nashville (October).
--- (1993), "Elements of the Service Encounter" and "Elements of Waiting Time in Service: A Meta-Ethnographic Approach," both presented at World Marketing Congress, Academy of Marketing Science, Istanbul, July.
--- (1993), "A Model of Consumer Vulnerability," Public Policy Conference, Michigan State University.
--- (1993), "Perspectives on Relocation," Div. 23 American Psychological Association (APA).
--- and Michael Mayo (1993), "Salesperson Response to Loss of a Major Account: A Preliminary Study," AMA Winter Educators Association ("Best Paper" Award).
--- and Ivan Ross (1992), "Psychological Dimensions of Consumer Disadvantage," Div. 23 of APA, Washington.
--- and Russell Radford (1992), "Models of Service Delivery: An Integrative Perspective," 2nd Research Seminar in Service Management, Aix-En-Provence, June.
--- , Mara Adelman and Aaron Ahuvia, (1992), "Social Support through the Service Interaction," 2nd Research Seminar in Service Management, LaLonde, France,, June.
--- (1991), "Influence of Secrecy on the Consumption Experience," Div. 23 of APA, August.
--- , (1991), "The Solo Consumer: Alone or Lonely?" presented at AMA Winter Educators' Conference.
--- (1991), "Affective Dimensions of the Service Encounter," presented in Special Session "New Research in Services Marketing," Association for Consumer Research (ACR).
--- (1990), "Privacy: The Seventh Consumer Right," presented at AMA Public Policy Conference, Washington, DC, Summer 1990.
--- and Kelly L. Smith (1990), "An Equity Theory Perspective of Service Quality Evaluation," presented in Special Session, "Consumer Evaluations of Service Encounters: An Interdisciplinary Perspective," Association for Consumer Research.
---, (1990) "A Conceptual View of Solitary Consumption," presented at AMA Summer Educators' Conference.
--- , (1990) "An Equity Theory of Consumer Responses to Waiting Time," presented at AMA Summer Educators' Conference.
--- and Kelly L. Smith (1990) "How Waiting Time Perceptions Influence Consumer Satisfaction: An Equity Perspective," Div. 23 of APA.
--- , (1990), "Private Consumption: A Preliminary Study," Div. 23 of APA.
---, Kelly Smith and Ivan Ross (1989), "Responses to Consumer Service Complaints: A Procedural Fairness Approach," presented at AMA Summer Educators' Conference.
--- and Kelly Smith (1989), "Consumer Satisfaction with Responses to Complaints: A Procedural Justice Approach," Div. 23 of APA.
---, (1988) "Altering Information Without Fraud: The Marketing of Human Productivity Signals," AMA Winter Educators' Conference, February, 1988.
SERVICE TO THE PROFESSION
External tenure reviewer for individuals at Kent State
(Ohio), University of New Mexico, Old Dominion University (Richmond,
VA) and Queen's University (Kingston, Ontario, Canada).
Newsletter Editor, Society for Consumer Psychology (Div.
23, American Psychological Association) (16-page letter, 3x/year,
distributed to 700 members world-wide) 1991-1996.
Produced newsletter, coordinated with members world-wide to obtain
content.
Co-chair SCP Conference, Summer 1997. Div 23 of American
Psychological Association. Coordinated with APA headquarters and
other divisions to design and produce a conference. Created sessions
to appeal to conference audience and increased attendance significantly
over previous years.
Coordinator, Services Consortium, Vanderbilt University,
October 1996. Designed program, created promotional strategy and
invited speakers for consortium targeted to doctoral students
and junior faculty. Increased attendance significantly from previous
years and was asked to return in subsequent sessions.
Other:
Consumer Relations Track Chair, Relationship Marketing Conference,
Spring 1996.
Adapted the Services Marketing Chapter of Canadian Principles
book by Kotler and Armstrong.
Review 3-4 textbooks a year for publishers (services, CB, intro).
RESEARCH SUPPORT OBTAINED FROM PROPOSALS:
SSHRC grant "Social support and stress in service encounters,"
$32,000 3-year, awarded Spring 1994 (with Michael Hui).
Leisure Studies, $2500 (social support and leisure), awarded April
1994.
Internal SSHRC grants, $4905, $2700, $2500, $2000 University of
Manitoba.
Faculty research grant, University of Alaska (competitive campus-wide)
$3650.
Faculty research grant (Chancellor's Equity Grant Program), University
of Alaska 1990. $850.
Faculty research grant based on proposal, University of Connecticut,
Spring 1987. $300.
COMMUNITY SERVICE
Fort Lauderdale Art Museum, Docent Program, September 1999
February 2000.
Sailboat Bend Neighborhood Association, Newsletter Columnist January
1999 July 2000.
Presentation and service on Ad Hoc Marketing Committee, Manitoba
Heart & Stroke Foundation, Fall 1991 - Spring 1992.
Marketing Presentation, Ronald McDonald House national meeting,
Fall 1992.
Marketing half-day workshop to university meeting planners of
Western Canada, Spring 1994.
Customer Service workshops to university Library staff-- 3 sessions
- Fall 1994
Development Committee of Royal Winnipeg Ballet, 1994-1996.
Conducted focus group research, advised on programs to solicit
high-end donors.
Numerous presentations on customer service and complaint handling.
Media (radio, TV, print) and bookstore presentations to relocation,
shopping behavior and other topics.
Marketing and publicity consulting to the Foundation for Architecture
in Philadelphia.
Ad hoc reviewer for Service Industries Journal and Journal of Public Policy & Marketing, and special issues of Journal of Business Research, Journal of Advertising, Journal of Marketing Education, European Journal of Marketing; ACR, AMA, SCP and AMS conferences.
Relevant Non-Academic Activity
Own business http://www.movinglady.com
Coaching and consulting services to professionals experiencing
midcareer transition.
Trade book: Goodwin, Cathy, Making the Big Move: How to transform relocation into a creative life transition, Oakland, CA: New Harbinger Publications, 1999. Reviewed favorably on amazon.com.
Ebook: How to succeed as an instructor in continuing education programs. Dream Jobs to Go (djtg.com). Ebooks on career and life transition for sale on website.
Articles for newspapers and online ezines.
Personal Information
Single with two (2) cats and one (1) dog.
Hobbies: Fitness, fine arts, murder mysteries and (as a spectator)
women's basketball.
|
When you hire a coach or consultant, you are
hiring a person. Many of my clients have graduate degrees and
they want a |
CATHY GOODWIN, Ph.D.
1321 W. Yankie Street
Silver City, NM 88061-5041
505-534-4294
cathy@movinglady.com
http://www.movinglady.com
EDUCATION
PhD, University of California, Berkeley, May, 1986.
MBA, Wharton School, University of Pennsylvania, 1975.
MA, University of Washington, philosophy.
AB, Barnard College, Columbia University.
ACADEMIC EXPERIENCE
University of Florida, Gainesville, Visiting Professor of Marketing, August 2000 May 2001.
Nova Southeastern University, July 1998 June 2000.
Professor of Marketing
MBA and DBA classes onsite, online, off-site and corporate locations.
Designed and taught an online e-commerce course, featuring realtime
links and projects.
Designed and taught DBA courses in marketing, marketing theory,
and satisfaction.
Courses were held all over US and Panama City, Panama.
University of Maryland, University College, College
Park, MD September 1998-present.
Adjunct Professor of Marketing for an online marketing research
course.
Designed course, prepared all course "lecturettes" and
background materials.
University of Manitoba, Winnipeg, Canada, August 1991 - January 1998.
Associate Professor.
Undergraduate and MBA courses in daytime and executive formats.
Taught Consumer Behavior at Lviv Institute of Management, Ukraine
(Summer 1993).
Designed services marketing classes for undergraduate, MBA and
executive sessions.
(Fall 1994 and Fall 1996).
On leave: Penn State Great Valley 1996-1997. Taught marketing
and marketing research in MBA evening program.
Tenured effective July 1, 1994.
Associates Award for Research, Faculty of Management, 1992.
Campus-Wide Research Award (one of 6 from university), 1994.
University of Alaska, Fairbanks, July 1989 to May 1991.
Assistant Professor of Marketing.
Georgia State University, Atlanta, June 1987 to June
1989
Assistant Professor. Taught introductory marketing (graduate),
sales management (graduate and undergraduate) and consumer behavior.
Contributed to doctoral qualifying exams and served on a doctoral
committee.
University of Connecticut, Storrs, Spring 1987.
Visiting Assistant Professor (sales management)
California State University System, 1982-1986. Marketing instructor.
Refereed Journal Articles
Swan, John E., Cathy Goodwin, Michael A. Mayo and Lynne D. Richardson (2001), Customer Identities: Customers as Commercial Friends, Coworkers or Business Acquaintances, Journal of Personal Selling and Sales Management, forthcoming.
Goodwin, Cathy and James W. Gentry (2000) Life transition as
a basis
for segmentation, Journal of Segmentation in Marketing
4 (1) 71-84..
Goodwin, Cathy and Ronald P. Hill (1998), Commitment to physical fitness: Commercial influences on Long-term healthy consumer behaviors, Social Marketing Quarterly 4 (Spring) 68-83.
Goodwin, Cathy and James W. Gentry (1997), "The Role of Services During Consumer Transitions," Research in Consumer Behavior, Vol. 8, JAI Press, 270-291.
Goodwin, Cathy, Michael A. Mayo and Ronald P. Hill (1997), "Salesperson Response to Loss of a Major Account," Journal of Business Research, 40 (2).
Goodwin, Cathy (1997), "Communality as a Dimension of Service Relationships," Journal of Consumer Psychology 5 (4), 387-415.
Goodwin, Cathy, Steve Grove and Ray Fisk (1996), "Collaring the Cheshire Cat: Evaluating the Service Experience through Metaphor," Service Industries Journal. 16 (October).
Goodwin, Cathy (1996), "Moving the Drama into the Factory: The Contribution of Metaphor to Service Research," European Journal of Marketing 30 (9) pp. 13-36.
Gentry, James W. and Cathy Goodwin (1996), "Social Support
for Decision-Making During Grief Due to Death," American
Behavioral Scientist, 38 (February) 553-563.
Reprinted in Marketing and Consumer Research in the Public
Interest, edited by Ronald Paul Hill, Newbury Park, CA: Sage,
1996.
Fisk, Ray, Steve Grove and Cathy Goodwin (1994), "Skating on Thin Ice: Using Metaphor to Teach Services Marketing," Journal of Marketing Education, 16 (Fall) 101-110.
Goodwin, Cathy (1992), "A Conceptualization of Motives to Seek Privacy for Non-Deviant Consumption," Journal of Consumer Psychology 1 (3) 261-284.
--- and Larry Lockshin (1992), "The Solo Consumer: A Unique Marketing Opportunity," Journal of Services Marketing 6 (Summer) 27-36.
--- and Ivan Ross (1992), "Consumer Responses to Service Failures: Influence of Procedural and Interactional Fairness Perceptions," Journal of Business Research, 25 (September) 149-164.
---, Kelly L. Smith and Bronis Verhage (1991), "An Equity Theory of Waiting Time," Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 4, 129-138.
--- (1991), "Privacy: Recognition of a Consumer Right," Journal of Public Policy and Marketing 10 (1) 149-166.
--- and Ivan Ross (1990), "Consumer Evaluations of Responses to Complaints: What's Fair and Why?" Journal of Consumer Marketing 7 (Spring) 39-47.
--- and Kelly L. Smith (1990), "Friendliness and Courtesy: Conflicting Goals for the Service Provider" Journal of Services Marketing 4 (Winter) 5-20.
--- and Ivan Ross (1989), "Salient Dimensions of Perceived Fairness in Resolution of Service Complaints," Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 2, 87-92.
--- and Bronislaw J. Verhage (1989), "Role Perceptions of Services: A Cross-Cultural Comparison with Behavioral Implications," Journal of Economic Psychology 10 (December) 535-548.
Goodwin, Cathy (1988), "I Can Do It Myself: Training the
Service Consumer to Enhance Productivity," Journal of
Services Marketing 2 (Fall) 71-78.
Reprinted in Graham Clark, ed., Managing Service Quality,
Bedford, England: IFS Publications, January 1990.
Book Chapters
Goodwin, Cathy (1998), "Privacy as a dimension of service experience," in John F. Sherry, ed., Servicescapes: The Concept of Place in Contemporary Marketing, Chicago: NTC Press and AMA, in press. [invited chapter]
Goodwin, Cathy and Dwayne Gremler (1996), "Friendship over the counter," in Stephen B. Brown, David Bowen and Teresa Swartz, eds., Advances in Services Marketing and Management, Vol. V., Greenwich, CT: JAI Press, pages 247-282. [refereed by editors]
Adelman, Mara B., Aaron Ahuvia and Cathy Goodwin (1994), "Beyond Smiling: Social Support and Service Quality," in Roland Rust and Richard Oliver, eds., Service Quality: New Directions in Theory and Practice, Newbury Park: Sage. [invited chapter; authors listed alphabetically]
Goodwin, Cathy and Russell Radford (1993), "Models of Service Delivery: An Integrative Perspective," in Stephen B. Brown, David Bowen and Teresa Swartz, eds., Advances in Services Marketing and Management, Vol. II., Greenwich, CT: JAI Press. [refereed by editors]
Invited Book Review: Goodwin, Cathy (1997): Marketing Strategies for Services: Globalization, Client-Orientation, De-Regulation, by M. M. Kostecki,. International Journal of Research in Marketing 14, 291-300.
Cases published in Canadian version of Kotler marketing text: Royal Winnipeg Ballet (reprinted in Lovelock's Services Marketing textbook) and Profile Banking.
Refereed Proceedings Papers
Goodwin, Cathy (2000), The Role of Unions in Service Delivery: An Exploratory Study, Langeard Conference on Services Research, LaLonde, France, June.
Goodwin, Cathy, Michael Mayo and John Swan (1998), "If She's Female, I'll Bring My Wife; If it's a guy, we're by ourselves: Salesperson-Customer Relationships and Gender," Winter American Marketing Association, Austin, TX.
Goodwin, Cathy (1993), "A Conceptual Theory of Relocation," Association for Consumer Research: European Advances in Consumer Research, ed. Gary J. Bamossy and W. Fred van Raaij, Vol. 1, 366-370 .
--- and Mike Mayo (1993), "Recovery from Sales Failure: A Coping Perspective," in Carole Duhaime, ed., Proceedings of the Administrative Sciences Association of Canada, Volume 13, No. 6, 88 - 97.
--- (1991), "Good Guys Don't Wear Polyester: Consumption Ideology in a Detective Series," in Brian Sternthal and John Sherry, eds., Advances in Consumer Research, Vol. XIX, Provo, UT: Association for Consumer Research.
--- and Murphy A. Sewall (1991), "Consumer Socialization Associated with Relocation," in Brian Sternthal and John Sherry, eds., Advances in Consumer Research, Vol. XIX, Provo, UT: Association for Consumer Research.
--- , Kelly Smith and Susan Spiggle (1989), "Gift-Giving: Consumer Motivations and the Gift Purchase Process," in Srull, Thomas, ed., Advances in Consumer Research Vol XVII, Provo, UT: Association for Consumer Research, pp. 690-698.
---, Everett Wallace and James Kellaris (1989), "Perceived Fairness, Complaint Response and Consumer Satisfaction: A Model and Propositions," Proceedings, AMA Winter Educators' Conference.
--- and Susan Spiggle (1988), "Consumer Complaining: Attributions and Identities," Advances in Consumer Research Vol. XVI, Provo, UT: Association for Consumer Research.
--- and Charles D. Frame (1988), "Social Distance within the Service Encounter: Does the Consumer Want to be Your Friend?" Advances in Consumer Research Vol. XVI, Provo, UT: Association for Consumer Research.
--- and Rose Johnson (1988), "Consumer Preference for Formality and Familiarity in the Service Encounter: Two Pilot Studies," Proceedings, AMA Summer Educators' Conference.
--- and James J. Kellaris (1988), "Hey Prof, Mind if I Call You Bob? A Study of Form-of-Address Preferences Among Marketing Students and Professors," in Kenneth D. Bahn, ed., Developments in Marketing Science, Vol. XI, Academy of Marketing Science.
Spiggle, Susan, and Cathy Goodwin (1987), "A Content Analysis of ACR Presidential Addresses," in Michael J. Houston, ed., Advances in Consumer Research, Vol. XIV, Provo, UT: Association for Consumer Research.
Goodwin, Cathy (1987), "A Social Influence Theory of Consumer Cooperation," in Wallendorf, Melanie, and Paul Anderson, eds., Advances in Consumer Research, Vol. XIV, Provo, UT: Association for Consumer Research.
---, (1986) "Using Consumer Roles to Classify Services," in Venkatesan, M., Diane M. Schmalansee and Claudia Marshall, eds., Creativity in Services Marketing: What's New, What Works, What's Developing, Chicago: American Marketing Association.
Refereed Presentations
Goodwin, Cathy and Cecilia Wittmayer (2001), Changing Family Relationships of American Detective Heroes, Popular Culture Conference, Philadelphia (forthcoming).
Goodwin, Cathy (2001), Volunteerism as Identity Management, AMA Winter Educators Conference, Phoenix.
Goodwin, Cathy and James W.Gentry (2001), Life course as a concept for consumer behavior, AMA Winter Educators Conference, Phoenix.
Goodwin, Cathy, Steve Grove and Michael Dorsch (2000), The Dark Side of Service Delivery: Neutralization of Provider Deviant Behavior, AMA Winter Educators Conference, San Antonio.
Grove, Stephen, Ray Fisk and Cathy Goodwin (1999) Metaphors of Customer B, Frontiers in Service Conference, Nashville.
Goodwin, Cathy, Karen Finlay and Vinay Kanetkar (1999), Store Formats as Environmental Influences on Consumer Spending, American Psychological Association (Division 23), Boston.
Goodwin, Cathy (1999), Relocation as a Life Transition. American Psychological Association (Division 23), Boston.
Finlay, Karen, Vinay Kanetkar and Cathy Goodwin (1999), Distinguishing Patterns of Compulsive Buying Behavior and their Link to Retail Store Format, American Marketing Association, Public Policy Conference, South Bend Indiana, May 20-21(presented by Karen Finlay).
Goodwin, Cathy (1999), "Communities of Customers," American Marketing Association, February, St. Petersburg.
Goodwin, Cathy and Ronald Paul Hill (1998), "Commitment
to Physical Fitness"
Association for Consumer Research, Montreal. (Presented by Ron
Hill.)
Gentry, James W. and Cathy Goodwin (1998), "Consumer (In)Decision Processes Following the Death of a Loved One," Association for Consumer Research, Montreal. (Presented by Jim Gentry.)
Goodwin, Cathy and Stacey Menzel Baker (1996), "Use of Services Among Visually Impaired Consumers," Frontiers in Services Conference, Nashville (October).
Goodwin, Cathy (1996), "Stress and Consumer Psychology," Society for Consumer Psychology, American Psychological Association, Toronto (August).
Goodwin, Cathy and James W. Gentry (1996), "The Role of Services in Life Transitions," IAE Conference on Services Marketing and Management, France.
Goodwin, Cathy (1996), "Privacy in the Service Experience," American Marketing Association (AMA) Winter Educators Conference, February.
Goodwin, Cathy (1995), "Services as Credentialing Devices or Self-Improvement," AMA Frontiers in Service Conference, October.
Goodwin, Cathy (1995), "Motivation of Women for Exercise: The Case of Health Clubs," AMA Summer Educators Conference (August).
Goodwin, Cathy and Dwayne Gremler (1995), "Influence of Social Aspects of Service Encounters on Service Loyalty," AMA Summer Educators Conference ( August).
Goodwin, Cathy, Stephen Grove and Raymond Fisk (1995), "Studying Customers' Experience Through Metaphor: An Exploratory Investigation," AMA Winter Educators Conference February 1995.
Goodwin, Cathy, Stephen Grove and Raymond Fisk (1994), "Using Metaphors to Evaluate Service Encounters," Frontiers in Service Conference, Nashville, TN.
Goodwin, Cathy (1994), "Between Public and Private: Communal Roles in the Service Encounter," IAE Conference on Services Marketing and Management, France.
Goodwin, Cathy, Michael A. Mayo and Gerrard Macintosh (1994), "Service Relationships: A Preliminary Study," AMA Consortium on Relationship Marketing, Emory University.
Goodwin, Cathy and Larry Lockshin (1994), "Relocation Experiences: A Diary Study," AMA Winter Educators Conference.
--- (1994), "Consumer Experiences in Services: A Meta-Ethnography," AMA Winter Educators Conference.
--- (1994), "Metaphors of Services," Special Session presentation, AMA Winter Educators Conference.
--- (1993), "The Consumer Service Experience: A Qualitative Synthesis," AMA Frontiers in Services Conference, Nashville (October).
--- (1993), "Elements of the Service Encounter" and "Elements of Waiting Time in Service: A Meta-Ethnographic Approach," both presented at World Marketing Congress, Academy of Marketing Science, Istanbul, July.
--- (1993), "A Model of Consumer Vulnerability," Public Policy Conference, Michigan State University.
--- (1993), "Perspectives on Relocation," Div. 23 American Psychological Association (APA).
--- and Michael Mayo (1993), "Salesperson Response to Loss of a Major Account: A Preliminary Study," AMA Winter Educators Association ("Best Paper" Award).
--- and Ivan Ross (1992), "Psychological Dimensions of Consumer Disadvantage," Div. 23 of APA, Washington.
--- and Russell Radford (1992), "Models of Service Delivery: An Integrative Perspective," 2nd Research Seminar in Service Management, Aix-En-Provence, June.
--- , Mara Adelman and Aaron Ahuvia, (1992), "Social Support through the Service Interaction," 2nd Research Seminar in Service Management, LaLonde, France,, June.
--- (1991), "Influence of Secrecy on the Consumption Experience," Div. 23 of APA, August.
--- , (1991), "The Solo Consumer: Alone or Lonely?" presented at AMA Winter Educators' Conference.
--- (1991), "Affective Dimensions of the Service Encounter," presented in Special Session "New Research in Services Marketing," Association for Consumer Research (ACR).
--- (1990), "Privacy: The Seventh Consumer Right," presented at AMA Public Policy Conference, Washington, DC, Summer 1990.
--- and Kelly L. Smith (1990), "An Equity Theory Perspective of Service Quality Evaluation," presented in Special Session, "Consumer Evaluations of Service Encounters: An Interdisciplinary Perspective," Association for Consumer Research.
---, (1990) "A Conceptual View of Solitary Consumption," presented at AMA Summer Educators' Conference.
--- , (1990) "An Equity Theory of Consumer Responses to Waiting Time," presented at AMA Summer Educators' Conference.
--- and Kelly L. Smith (1990) "How Waiting Time Perceptions Influence Consumer Satisfaction: An Equity Perspective," Div. 23 of APA.
--- , (1990), "Private Consumption: A Preliminary Study," Div. 23 of APA.
---, Kelly Smith and Ivan Ross (1989), "Responses to Consumer Service Complaints: A Procedural Fairness Approach," presented at AMA Summer Educators' Conference.
--- and Kelly Smith (1989), "Consumer Satisfaction with Responses to Complaints: A Procedural Justice Approach," Div. 23 of APA.
---, (1988) "Altering Information Without Fraud: The Marketing of Human Productivity Signals," AMA Winter Educators' Conference, February, 1988.
SERVICE TO THE PROFESSION
External tenure reviewer for individuals at Kent State
(Ohio), University of New Mexico, Old Dominion University (Richmond,
VA) and Queen's University (Kingston, Ontario, Canada).
Newsletter Editor, Society for Consumer Psychology (Div.
23, American Psychological Association) (16-page letter, 3x/year,
distributed to 700 members world-wide) 1991-1996.
Produced newsletter, coordinated with members world-wide to obtain
content.
Co-chair SCP Conference, Summer 1997. Div 23 of American
Psychological Association. Coordinated with APA headquarters and
other divisions to design and produce a conference. Created sessions
to appeal to conference audience and increased attendance significantly
over previous years.
Coordinator, Services Consortium, Vanderbilt University,
October 1996. Designed program, created promotional strategy and
invited speakers for consortium targeted to doctoral students
and junior faculty. Increased attendance significantly from previous
years and was asked to return in subsequent sessions.
Other:
Consumer Relations Track Chair, Relationship Marketing Conference,
Spring 1996.
Adapted the Services Marketing Chapter of Canadian Principles
book by Kotler and Armstrong.
Review 3-4 textbooks a year for publishers (services, CB, intro).
RESEARCH SUPPORT OBTAINED FROM PROPOSALS:
SSHRC grant "Social support and stress in service encounters,"
$32,000 3-year, awarded Spring 1994 (with Michael Hui).
Leisure Studies, $2500 (social support and leisure), awarded April
1994.
Internal SSHRC grants, $4905, $2700, $2500, $2000 University of
Manitoba.
Faculty research grant, University of Alaska (competitive campus-wide)
$3650.
Faculty research grant (Chancellor's Equity Grant Program), University
of Alaska 1990. $850.
Faculty research grant based on proposal, University of Connecticut,
Spring 1987. $300.
COMMUNITY SERVICE
Fort Lauderdale Art Museum, Docent Program, September 1999
February 2000.
Sailboat Bend Neighborhood Association, Newsletter Columnist January
1999 July 2000.
Presentation and service on Ad Hoc Marketing Committee, Manitoba
Heart & Stroke Foundation, Fall 1991 - Spring 1992.
Marketing Presentation, Ronald McDonald House national meeting,
Fall 1992.
Marketing half-day workshop to university meeting planners of
Western Canada, Spring 1994.
Customer Service workshops to university Library staff-- 3 sessions
- Fall 1994
Development Committee of Royal Winnipeg Ballet, 1994-1996.
Conducted focus group research, advised on programs to solicit
high-end donors.
Numerous presentations on customer service and complaint handling.
Media (radio, TV, print) and bookstore presentations to relocation,
shopping behavior and other topics.
Marketing and publicity consulting to the Foundation for Architecture
in Philadelphia.
Ad hoc reviewer for Service Industries Journal and Journal of Public Policy & Marketing, and special issues of Journal of Business Research, Journal of Advertising, Journal of Marketing Education, European Journal of Marketing; ACR, AMA, SCP and AMS conferences.
Relevant Non-Academic Activity
Own business http://www.movinglady.com
Coaching and consulting services to professionals experiencing
midcareer transition.
Trade book: Goodwin, Cathy, Making the Big Move: How to transform relocation into a creative life transition, Oakland, CA: New Harbinger Publications, 1999. Reviewed favorably on amazon.com.
Ebook: How to succeed as an instructor in continuing education programs. Dream Jobs to Go (djtg.com). Ebooks on career and life transition for sale on website.
Articles for newspapers and online ezines.
Personal Information
Single with two (2) cats and one (1) dog.
Hobbies: Fitness, fine arts, murder mysteries and (as a spectator)
women's basketball.